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hello uh good morning and welcome to today’s webinar um we’re excited to talk about um identity insurance assurance
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and addressing the Achilles heel of multi-factor authentication uh we’ll get into that and much more today um I’m
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Derek top i’m the research director with opus research and um and yeah we’re looking forward to a lively discussion
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today uh looking at like how voice biometrics and identity assurance is
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improving approaches to multi-factor authentication especially how it helps business businesses build
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trust with their with their agents with their employees and also build better customer experiences so I’m excited to
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have validsoft here joey O’Donnell is with us and we’ll do some intros here in a second but before we begin just a
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few housekeeping notes this is a live interactive webinar so we do encourage all of you listening in to uh to engage
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with us to ask questions make comments uh you know do uh you know plan this is meant to be conversational so we do have
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a um have a planned q a at the end as well but we’re also happy to answer questions uh throughout the entire um
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throughout the discussion so um what you’ll do is uh there’s a ask a question button i think it’s below the viewer
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screen here uh type in your questions tap your comments and we’ll um and we’ll engage you as part of the webinar so um
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with that I’m gonna actually go on video here hello um we’re gonna introduce and introduce ourselves um and
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uh and then we’ll get into the agenda and today’s discussion so um real quick just i’m Derek top i’m
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the research director and senior analyst with opus research and uh as many of you know opus is a third party analyst firm
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we cover um you know what we like to call um you know abroad talks around conversational technologies including uh
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intelligent systems conversational intelligence and for the purposes of this uh discussion uh intelligent
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authentication um and we produce reports webinars like this and uh lots of other things um we’re also an advisory service
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so um please reach out to other questions and with that I’ll pass it over to dan miller well thanks but when
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the video comes out i’m always surprised it’s good to see everybody um so i’m Daniel i’m the lead analyst and
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actually founder of opus research and as such we’ve been around since 1985 86 but
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right around 2003 we started covering voice biometrics um voice biometrics as
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essentially a mechanism for authenticating people over the phone and over that time um
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we i think we’ve met just about every solution provider out there and um
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valasoft has always stood out um just with sort of a forward looking approach
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one that’s oriented towards privacy i know this isn’t an ad and we have some we have some substantive stuff uh to
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talk about but i think my point is and I’ll introduce I’ll throw it over to joe to
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talk a little bit about it but the um this this idea of um
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identity assurance um is something that i think we all uncovered um you know going
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back 12 years and you know have seen sort of evolve and that’s sort of the topic here you know
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what its relevance is now how things have changed and with that I’ll turn over to joe to give some bona fides and
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then we’re going to get into some pretty sensitive discussions i need to made up a word
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substantive thank you thanks for having us appreciate it uh joe doll here chief growth officer for ValidSoft
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growth to us just means big levers in the channel OEMs alliances and things like that can help the
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business grow as well as it gives us a great voice of the community and the narrative it keeps us really close to that to
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build on everything dan just said um been doing this for about 30 years started out in voice over IP actually
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pulling cable and installing phone systems and now as a cyber security
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executive um you know our mission is literally to
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invert identity right up to now biometrics have been cute um they
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haven’t been fast they haven’t been accurate they’ve been funky to use and they’ve been kind of third fourth class citizen to proxy factors right
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possession and things like that so our mission is to flip that on its on its head um pandemic digitalization has
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accelerated that need because now there’s a uh interest in identity guarantee versus
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assurance that is the human being that they say they are not what their device says they are but there is that human
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being that she or he says there and there’s many different business outcomes that we’ll talk about here with dan um
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and Derek today so thanks for having us really appreciate it no problem
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so once these slides appear you’ll see so here’s our agenda i I’ve already introduced opus research um
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uh joe introduced valid soft but what we’re here to talk about today
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is just the things we’ve seen involved over the past let’s say five years or so when opus started out you know
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covering voice biometrics like I said it was a mechanism for authenticating people over the phone usually landlines
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um in contact centers but these days what we’re really talking about is um
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what opus calls intelligent authentication and it’s the fact that things like deep neural the same things
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that make intelligent assistance smart the deep neural networking the pattern detection all that sort of stuff
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can be implemented um across multiple channels in multiple
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situations um and that it’s filling a role of not just authentication we’ll
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get to the next step but authentication and fraud detection um I’ll turn it over a little bit we
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used identity assurance in the title here it’s a term of art that evolved as having strong confidence
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that an individual is whom he or she claimed to be but I think um as and as we’re going
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to learn um it’s crossed a it’s crossed a river or whatever um into
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you know especially with um solution providers like valid soft where you’re not just assuring
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individual you know ensuring a company that the individual is whom he or she claims to be but vice versa but you can
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almost guarantee it and we’ll talk about that and then what it leads to in terms of um
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applications with an impact on customer experience with an impact on all
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employees but primarily contact center agent experience and the latest dimension because one of the things we
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see and I brought us up on the side here is that you know business process outsourcers are taking an increasingly
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important role in making all of the technologies that need to match together
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work and something like the solutions we’re talking about today
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um become very important um for them as well any comment joe
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yeah I’ll nail the one on the on the BPO piece what i’m seeing globally is a propensity not just to
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take a step up authentication method such as us but using something that is
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omnichannel passwordless and really easy to use like voice is imperceptible these ppos are doing it anyway they’re on the
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phone talking and so what we’re seeing is a night a lot of opportunities where not only like a cell 2 opportunity but
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more along lines of a competitive advantage opportunity that they’re taking it around you know instead of being just this super agent right where
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there’s several definitions of super agent right some software ucas vendors
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say superagent is an agent assist piece of software that’s true and then others in the bpo they have accreditation
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programs where it’s a series of educational steps that makes that agent super right and so how can they be super
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if they’re not trusted right if they’re not verified continuously that that agent is who she or he says they are and
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they’re turning that around and making it a competitive advantage against other bpos so we’re seeing that dynamic in the marketplace then and we should clarify a
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little here because guilty is charged three-letter abbreviation bpo business process outsourcer for some people you
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know that that’s like almost any uh third party that um
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that you know comes in and helps automate things for you or brings um
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additional bodies to augment uh companies employees
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in the e-commerce and contact center world they were you know there were particular ones that automated call
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handling that brought more bodies to handle things during overflow periods but they but in in the world of
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omni-channel commerce um it’s just there’s just a wide world of opportunity
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and um just wanted to make sure for everybody attending that we weren’t
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not defining a uh tla good great good save dan thanks exactly
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okay so but when we talk about um identity assurance um I thought we’d
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drill a little down in you know what it is but also why it’s taken on increased
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importance now and i’m not into reading slides so i’m gonna just sort of zip through this really fast there’s
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been a heavy impact um especially during the lockdown
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on the gig of the gig economy there’s not just bpos that are people
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that are doing work for companies um it could be all of their employees so there’s a lot of work from home anywhere
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anytime um uh another issue and joe you brought this up on our planning call yesterday
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it’s like um really when you think about it everybody’s a contact center agent i mean
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all rational companies these days should think of all of their employees as doing
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customer as bringing the greatest benefit when they’re doing customer facing and then the third thing I think we need
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to talk about is we’re entering an era of quote zero trust and um
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actually I’ll lean on you a little bit for all three here um
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sure um you know work from home anywhere the one thing that we often hit get hit
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up for is that there’s employees by the thousands or hundreds of thousands have never met their supervisor
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right i mean and they might have gone through the hr process they might have been onboarded
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in you know some authentication program what have you and they’ve never really
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you know shaken anybody’s hand we’re seeing a very interesting complement to the mfa market in in
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enrollment right which is typically the weakest component of uh authentication is when people are
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getting onboarded because you have to get it right the first time and so we’re seeing that added you know we want this
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quote unquote identity guarantee throughout the whole process um that it is joe um so
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and again the pandemic unfortunately spawned a lot of that but we’re seeing a lot of post pandemic depending on whatever your
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thought process is on the pandemic over not we’re seeing that it’s not going away right there’s a lot of value that
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people got out of it so that’s kind of in concert with everybody’s become a contact center
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agent doctors nurses teachers politicians sales people right we’re
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you know inside sales has most likely been you know call center like for a long time but really a lot of different professions
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have become you know a victim of uh or yeah a victim of the microphone on
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the ear and some sort of call center suite um as for zero trust i mean
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you see a lot of vendors and rightfully so talk about you know cybers about humans and things like that well
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how can you have zero trust least privilege defense and depth if you’re not i if you’re not sure that
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that’s actually human at the end of those proxy factors and or devices what have you so we’re just like adding
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that layer to that and again trying to raise you know voice biometrics based
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on many different items that you know it’s mathematically superior it’s multimodal or omni-channel
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you know um and it’s multi-dimensional both behavior and physical by just talking we’re trying to elevate you know the
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presence of that factor uh in identity us you know assurance as well as
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identity guarantee and we’re finding really good success at that yeah and just to clarify a little bit
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more about zero trust um one of the sets of use cases we’re seeing is um where
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in um in in the contact center once again a lot of the sales of solutions had been
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to high volume high um uh value sort of interactions and
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transactions as um voice file metrics among other intelligent authentication mechanisms
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expand um they’re gonna move down market there’s going to be applications that are not high volume
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and this sort of addresses you know if you engineer things with zero trust
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you know that you know here’s somebody i haven’t encountered uh we’re hearing more and more questions
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about hey what solutions attacked that that particular issue and i think you know
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we’re finding that you know solutions like yours are orchestrated to
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do the right thing with these people um but it does get to this this um
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idea that biometrics aren’t are not just sort of a nice to have add-on layer
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but as you do this they are indeed a must and we’re seeing specifically
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in the you know work from homework anywhere um applications where
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you know part of the onboarding process is to enroll face or voice and face and other
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behavioral i found our first typo traits at trains um
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and then there’s um in once enrolled uh we’ve seen chicheneri
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of the work from home people where somebody might log in at the beginning of the shift um and then leave for their
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next job so you want to sort of know who’s there so that that’s part of a um
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of a solution that is continuous and sort of addresses that um human nature
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of you know trying to do all you can to um you know have as many jobs as
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possible generating revenue and not always being honest about it yeah dan you know what’s really interesting on
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that to that point you know we’re getting we’re we’ve gotten out of self proclamation around you know our
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implementation of voice biometric is x y and z uh we’re seeing a really good partnership uptake from the top mfa
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players right now where we’re a primary or secondary idp identity provider
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for them name the top five and we’re partnering with them so um there’s no real
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the headwinds are kind of letting up right because we’ve developed something that is faster more accurate multimodal
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omnichannel what have you and it and it complements their passwordless push because you’re now your voice or your
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voice print is now your password and it’s only good for you right it’s data points they’re
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encrypted in a one-way hash to a database that means nothing to anybody you can’t put them deduct back together
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again it has no use unless i’m comparing one-to-one and so that speed and
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accuracy really complements the existing mfa player so we’re getting zero friction from that community actually
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the uptake’s been pretty cool yeah all right sorry i mean but just i mean
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like let’s amplify it in some of the research we’ve done too we saw we had some we did a survey earlier in the year about intelligent authentication and
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fraud prevention and really yeah there is a strong update around biometrics i mean certainly possession and knowledge
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you know those types of typical identity and authentication factors are being used by the
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vast majority of enterprises out there but there is a growing interest in biometrics voice having its specific
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uh traits that are that are helpful we also have seen growth and behavioral and network authentication as well so yeah i
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just wanted to emphasize that point yeah and then with the whole point being that this is it’s a business value right and so
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like what why you know is that i think as we move to the next slide um i don’t know dan as far as when you think
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mfa another tla we’re talking multi-factor authentication
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i know that you know a lot of people use it every day and often they’ll get solicitations from
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their banks or their mobile providers to add a second factor so you often see
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2fa which i would argue is kind of weird the you know the text
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messaging to text messaging a number to you that you can put in because you know it is a
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little weird um so there are um among providers of multi-factor
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authentication the recognition that a biometric solves a lot of
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problems that are created by you know sort of going that simple route which has been around which said hey i need to
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get rid of passwords nobody remembers them to then texting them uh
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shortcodes which hey works around but it does get to before we go to the next slide
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the um you know that we have crossed a um a chasm of sorts you know from
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this identity assurance to you know you’re willing to make the bold step of you know guaranteed identity and i think
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I’d like you know joe to put a little color on that as well sure because there’s a couple things
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right so you’ve got you’ve got factors of authentication that are useful you know you’ve got a lot of things from
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proxy and location all kinds of different possession factors that are very useful um on top of that providing
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you know a layer of human identity a proof of life live means whatever you want to call it um really allows us to
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take the next step to say yes it’s the underlying factor can be spoofed
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stolen and sold right uh adding on the fact that we’re identifying an exact
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human being right what we’ll do is we’ll grab you know and we’re getting the distortion out of the human body which
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is different by every human might sound like you and i might sound alike my you know my brother i might sound alike but
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to a mathematical equation we’re totally different because it’s above and beyond the hearing range of the human being so
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we’re capturing that picture so to speak and we’re taking that back in secure means and really you can’t use it for anything
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else than a one-to-one comparison even if you knew where that was there was nothing you can really do with it so
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combined with the underlying factors combined with a biometric such as voice which again is mathematically
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superior multimodal yada it’s it really allows us to go for that bold claim
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and um it’s trying to spoof that or trying to you know fake
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that it used to be one of the reasons why people didn’t buy it but now the chance of that i won’t do the math for
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you here today but we could take it offline but the mathematical probabilities of getting it wrong versus
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getting it right really favor the defenders and what we’re really trying to do is
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advance the security maturity models of customers or security postures whatever add to their defense in depth add to
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their zero trust add to their least things and we’re finding a really good uptake with that um just alone with
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voice biometrics but on top of a solid uh multi-factor authentication
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deployment um you can get now the confidence and start talking guarantees versus assurance
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and that segues nicely into the slide that i accidentally brought up in the middle of your talk but you know it
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it does tie directly to certain business outcomes um and i can let you
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march through these because i was just taking notes when we were when we were um you know
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rehearsing yesterday there’s a couple that we talked a little about proof of employment we kind of beat that one up um it pretty common
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sense right that it could add to your process of some sort of identity program that you have underway uh the
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big one for me especially in the contact center and in the great resignation period you know being an agent is tough
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right you’re it’s an oxymoron right you’re supposed to delight people right but yet you end up playing cyber cop
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and you interrogate them for three to six minutes on things like that right um and so
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it’s not a fair fight of making call center agents the first line of cyber defense many of these breaches of
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late as well as in the past um start with imposter and they start with social engineering they start with deep fakes
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and then they move into the traditional you know attack cycle or kill chain whatever you want to use um
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if we could be if we can help those agents out right because it’s not really a fair fight against nation shapes
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nation states machines hackers groups and things like that they’re supposed to balance delighting a customer from
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customer sat and protecting you know the threat surface which i think the
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numbers between 60 and 70 of breaches in the enterprise begin with social engineering and impostering in a
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contact center right so again not a fair fight and why would i want to keep that job
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right it’s just such an oxymoron so if we could add to the vendors
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you know agent assist super agent programs why not right because we’ll give them a fighting
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chance where we’re going to do the dirty work to make sure that inbound caller is who she or he says they are we’ll
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also do the compliance checks box that that agent is continuing with the continuously authenticated so the
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corporation that hired that business process outsourcer agent can check that box but literally allow them to do their
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job and be happy about doing their job versus you know losing an agent after
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age because if you’ve got someone on a say a genesis call center right that knows health care really well as an
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outsourcer that’s a competitive advantage for that process outsourcer you don’t want to lose her or him right
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and so we’re trying to add to that whole agent assist um flare by adding a cyber assist to the
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agents based on the fact that it’s very fragile their employment’s very fragile they can go anywhere in a phone call
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and uh we can also enforce the fact that they can be super agents because they’re trusted agents right i don’t think you
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can be super if you’re not trusted so um that that sorry get a little bit bent
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around the retention axle but we run into that a lot and we think we have a lot of value uh for that that individual
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that is that is making money for the outsourcer and or the company right and from the business point of
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view or the bottom line point of view the cost of agent churn is huge
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and the idea and you know what you what you were just saying is that you know asking them to do
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mundane awful things like authenticate has been documented to be unpleasant
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and at least part of the cause of you know job dissatisfaction so there’s retention of the agent
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um uh related directly to improving you know these seamless authentication
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methods the other thing that we talked a little bit about um you know so that that’s the
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mating of dot two retention with dot three creation of super agents but the other aspect of
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retention is um customer experience and you know the flip side being um
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you know the marketing costs of uh that are associated if you’ve lost a customer and you have to regain
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um or get new customers um it’s the same sort of things and
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um there’s probably equally valid sets of data that would show that an unpleasant
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um authentication experience a false rejection those sorts of things have a direct
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negative impact on customer experience which here again impacts the bottom line as well
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and then we had already talked a bit about the competitive advantage for the business process of sources so
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we can probably eschew that so moving on to the next one um
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i feel like the visions of the future get more and more vivid when
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we find these we opus find these solutions that are bringing together mfa that are that are applying voice
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biometrics uh in a way that actually that takes a leap in terms of the
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frequently asked questions about you know accuracy and efficacy and that sort of thing but um yesterday you
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brought up a couple of things that i think deserve a deeper dive by you um this is transparency and also the
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word that that you brought up on the last slide which is um hey trust so you know maybe chat a little bit
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about you know how we you know opens called it you know sort of seamless and friction free i
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like the idea of transparent but I’d like to hear how you describe that
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yeah so you know as we as we we’re already experiencing right now with you know ibas you know the interactive voice
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assistants and bots and things like that that that a lot of people are speaking into microphones and at the other end it’s
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coming out with something diff their eyes are you know obscured they’re an avatar you
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know there’s something that they’re not their faces aren’t the same and we’re fine as there’s continuity in the in the human voice
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right because it’s in a microphone whether it’s in-app whether it’s browser whether it’s in a phone what have you um
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the ingress point for the voices is a point of capture where you can literally create a print and then at some day or
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some future day you can you can compare against that print it’s very difficult almost impossible with the way things
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are going to 3.0 and everything like that that people aren’t necessarily who they say
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they are or they don’t appear on who they are but you can get the biometric from the
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spoken voice and we’re seeing a lot of conversations in what we call metavoice
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um which is which is our trademark around as we move into 3.0 and decentralized
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autonomous organizations and different chat groups and things like that that there’s a distillation and a common
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ground where voice uh is very useful in the identification
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process unlike other biometrics and unlike other compute factors which can be
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and are by its very nature altered and so a lot of emphasis on that in the
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company and in the marketplace on how do we create some sort of identity assurance and it’s not just us it’s the
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whole market is perplexed by this because uh if you look at it it’s pretty scary right the movies are coming true
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so yeah it’s been true for a while right but how do we do it in a in a way
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where we can rely on a biometric and or some other factors and how can people use
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it in in imperceptible fashion right without having to do go to a key go to a
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and one time password you know put these knowledge base factors in go back to a key to get like eight
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different steps of authentication people just won’t use it and unused security is the worst security so
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our goal is to make it imperceptible so people can actually use it and still get that omni channel stepped stepped-up
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feeling right yeah i think i mean that we didn’t we didn’t mention it here but
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this that ties directly into what we talked about when we talk about the conversational cloud in terms of having the these self-service these kind of
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different channels the omni-channel approach that come in doesn’t matter how the customer gets the enterprise or gets to the brand you know through voice
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or through assistant um having that that level of authentication that creates a personalized secure experience that can
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can then that that conversational cloud you know infrastructure includes tapping into you know crms and really kind of
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like you know back-end knowledge and kind of creating you know having that seamless experience
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of i am here calling about my cable order or my package or whatever and that’s all
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authenticated within that experience just it reinforces the same business impact
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we’ve talked about from both at the age standpoint and also from just a customer standpoint knowing that i’m getting when i get done is truly a big
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part of authentication conversational cloud and i went a different direction with the meta
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you know thinking web 3 thinking of virtual worlds and the idea that you know we’ve been totally preoccupied with
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security when you think of sort of an environment where individuals are
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encountering each other without meeting that that’s you know what a call to a contact center had been but in a virtual
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world um you sort of want to have confidence that the individuals you’re interacting with
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are the are the people so it that they claim to be so it’s establishing trust in in a world where
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we’re distanced but you know virtually together and that’s what gets kind
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of interesting especially as you move to sort of the trust comment here that okay you know
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here’s a technology that’s helping me be me and do the things i want to do um there’s going to be increased
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exposure to the fact that some of these people are fake by design they’re you know they’re the robots um yeah and that
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you know what’s needed is this technology with persistence so yeah dan to dog pile on that is that
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you know it allows the service providers of these services to create service level agreements right like say
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there’s a there might be a social uh or some decentralized site or group
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that they want to cater to children right but right now they can’t
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because there’s adults pretending to be children and vice versa right so they can create different service level
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agreements to say based on some truthful biometric that okay they can securely
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create this thing uh different lines of business possibly right um
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you know you look at twitter wanting to get rid of bots right all those things you can learn things with
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the technology and then the whole voice commerce component we can probably have a whole separate session on that but
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yeah um you know people working with ibas and intelligent voice assistants
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putting things in their shopping cart and all these things and it’s not me somebody else so there’s all kinds of
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different things that uh are both exciting and scary uh as we move to the next horizon of this stuff
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and we asked for it there are q a actually i want to cut to the chase here it said can you help me
30:47
understand what is meant by meta voice um this this is a great opening here
30:55
I’ll jump on that so basically you know with the forethought of looking out and saying um there are different types of
31:02
communications in in the metaverse if you will right there are avatars there are texting there is
31:08
typing but one thing that is in there it whether it be virtual virtually real or not is there is a voice
31:16
component of things so we categorize that as metavoice and we’ll build
31:22
applications and use cases around the whether you call it 3.0 whether you call
31:27
it decentralized stuff voice commerce uh you guys are doing
31:33
cloud i mean yeah you guys are well ahead that’s what we’ve kind of taken to shine you all is because you know you’re
31:39
well ahead of all the other analysts around you know deeming this thing as conversational cloud which is happening
31:44
right now you know i consider that part of metavoice as well so looking at all these different communication methods
31:51
that are changing so rapidly based on digitalization how do we create security mechanisms that improves postures maybe
31:58
create new lines of business and accelerate commerce that’s what we mean by my meta voice it’ll have a big impact
32:04
as a um attribute of the metaverse love it is the voice
32:12
it’s the role of voice in the metaverse and the metaverse is um
32:17
sort of self-defining or differs depending on who you talk to and what what’s neat is his voice will turn
32:24
out to be universal um just as it is in in in in real life
32:29
irl and um yeah it’s important to have this concept of
32:35
not just that hey it’s what you say in the meaning of what you say it it’s a big identifier as well so see there
32:41
Derek dan can even drop three letter acronyms he can exactly yeah he’s dropped one right there i can see him
32:47
texting that to his daughter or something like that yeah to my dog
32:52
how do you know yeah so and speaking of well we have a
32:58
couple comments i don’t know dan if you wanted to talk about those i thought you were going to um yeah oh i wanted to go right to that to that uh well in the
33:04
interest of time i cut to the to the big question um but so we do have the
33:11
evergreen question we get asked um you know whether it’s metavoice or whether it’s your voice print or
33:16
whatever um is it pii and is there pii did it again
33:23
personally identifiable information um that you know that has become the crux
33:28
of sort of or the bane of many companies that are investigating whether they want to
33:34
include voice biometrics in their you know their authentication or customer experience strategy yeah um
33:41
what are your thoughts there it’s near and dear to our hearts we’ve looked at the landscape right
33:47
building it out with privacy in mind and people talk a good game around that but they tend to hook the audio keep
33:53
the audio store the audio and guess what they’re in court right so right and again no one you know whether
33:59
i don’t think anybody’s maliciously doing anything but the fact that you need to innovate and build a technology
34:04
based on your specialty around taking what you need from a minimal perspective again we’re not a voice
34:11
recording system right we’re not a dictation system we’re not a system of record we’re a security tool and we need
34:17
x y and z and we get out right so hook the audio take what you need discard the audio
34:24
don’t transport it don’t store it don’t encrypt it we get what we need we get out and that’s why we
34:30
we advocate a lot of privacy programs and we can get teams that have projects
34:36
underway through that rigor based on the techniques that we use
34:41
we’re authenticating and verifying right we’re yes we can route smartly yes we can make
34:46
some we can deflect to you know other technologies no doubt about it but we’re not maintaining the
34:52
audio as a system of record which allows us to claim you know privacy if you will
34:58
we’ve got a lot of things for European privacy seals to back that up and if you if you implement the solution
35:04
set based on those our methodologies the customer or partner get to escrow those seals in their implementation so there’s
35:11
a lot of ways to do it um i think a lot of people are a victim of where they begin right being a security tool so we can move
35:18
quickly others started out as a voice tool and then they have to kind of
35:23
create a way to get pii or privacy uh into their dna by either building
35:30
something or acquiring something yeah makes sense
35:37
good well i think i think we’re on up on time here so we had a couple comments that came in really appreciate those and we can know kind of keep
35:43
conversation going after in um and you know our various social channels so um but yeah i do want to wrap up here and
35:50
um yeah i want to thank joe and dan and definitely all of you that were
35:55
listening in uh for today if you have any questions that qr code did come up if you’re able chance to zap that you’ll get more information
36:02
about validsoft um and of course feel free to reach out to any of us here at opus to learn more um so with that
36:08
thanks everyone yeah
36:14
thank you thank you
