Securing Customer Interaction Anytime, Anywhere - (Alexa Demo) - Identity Live 2017 - Austin

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Securing Customer

Interaction Anytime,

Anywhere – Alexa Demo

Chris KawalekDirector, Product Marketing

John Kimble Distinguished Customer Engineer


Voice Control Has Become Practical


James St. John

CC 2.0

Name: Obsidian

Color: Deep black

Luster: Vitreous

Category: Volcanic glass

Mohs scale: 5-6

Guessed by Alexa:

In About 5 minutes

The Obsidian Order


Customer Focus Starts With a Seamless Experience:

"In the age of the customer, truly customer-obsessed retailers are

actively investing and working to develop and deliver a

seamless shopping experience across all touchpoints."

"Customers have long stopped thinking

about (or even understanding)

channels. They don't differentiate

experience by online, mobile, social,

or store."

Omnichannel or Bust


Spending Real Money withYour Voice, As Easy As…

This is great, when the risk is low.

1. You: “Alexa, order dog food.”

2. Echo: “The top search result is...would you like to buy it?”

3. You: “Yes.”


Creating Trust and Confidence is Easy When Customers Are Ordering Pizza

It’s Really Hard When They Are Transferring Money


51%of respondents cited privacy, data leakage, ID theft or security

as a major concern of using virtual personal assistants.

Gartner, Market Trends: Human-Machine Interactions — Role of Voice Across

Devices and Ways to Enhance Customer Experience

Published: 14 March 2017 ID: G00324311


The Keys to SecuringVoice-Based Customer Interactions

Identity and Trust

Consistent Omnichannel Experience

Privacy and Consent


Trust Begins with Identity

Identity ties everything together, person to person, person to service, machine to machine, and more…

Users

Devices

Things

Services

...



Mobile App Customer Service

Single View OmnichannelAdaptive

Context

Privacy &

Consent

Threat

Intelligence

Customer

Intelligence

Persistent Identity

Unified, Omnichannel Customer Experience

Brick and Mortar eCommerce/Web Virtual Personal Assistants

A Consistent User ExperienceFrom Keyboard, To Phone, To Voice


Privacy and Consent Help Earn Customers’ Trust

• It’s not just about ensuring the privacy of the recordings, but the entire experience

• Allow customers to designate high and low risk activities to reduce friction when possible, increase it when necessary

• Give end users control over their data, even when it’s not required by law


Secure Sharing of Personal Data


Thank You

Securing Customer Interaction Anytime, Anywhere - (Alexa Demo) - Identity Live 2017 - Austin

Software

Transcript of Securing Customer Interaction Anytime, Anywhere - (Alexa Demo) - Identity Live 2017 - Austin