Articles about Voice Access

Voice and speech analytics refers to the process of analyzing recorded conversations such as phone calls to gain insights into customer behavior and call quality, often utilizing AI by employing a Natural Language Processing (NLP) engine that uses context and emotional clues to determine more accurately what is being said.

In utilizing voice analytics solutions, businesses are now able to spot keywords and phrases, as well as detect sentiment and emotional context using pitch, pacing, and language clues to observe whether a conversation is going in the right direction or if it’s going downhill. By evaluating the tone of a customer’s voice, businesses can assess whether their customers are satisfied, annoyed, or upset. 82 percent of customers now consider no longer engaging with a business if they feel they have had a poor customer experience, so understanding potential issues before they arise may be the single most valuable thing a business can do to retain customers.

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Although we tend to focus on frauds as a result of online account takeovers, more traditional social engineering methods are still a major problem, as are newer threats like deepfakes.

Voice technology company Pindrop is using this week's RSA Conference to launch new features that boost the level of intelligence that can be gained from voice analysis.

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We're familiar with threats to data and data networks, but there's another part of corporate communication that's often overlooked yet represents an equally valid attack vector and equally high risks.

We spoke to Mutare CTO Roger Northrop to find out more about the risks voice networks present and why organizations need to take them seriously.

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We're all used to those irritating questions you have to answer when you contact a company: the make of your first car, the town where you were born, the dog's maiden name, etc. But it seems that criminals may actually be better at answering them than we are.

Fraudsters are able to pass knowledge based authentication (KBA) questions 92 percent of the time, based on a national contact center case study, while genuine customers only pass KBA's 46 percent of the time.

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Cybersecurity pros have an unenviable task: helping businesses mitigate risk and keep consumer data safe, all in the midst of a continually evolving threat landscape. Yet even in the face of daily news stories of data breaches, they manage to spot some silver linings. When it comes to digital security, each year brings a bit of good along with the bad, and cybersecurity professionals celebrate the former while reminding us we need to be constantly improving if we want to protect our customers and our companies.

A look back in the rearview shows 2021 was no different. The bad: by the end of September, the U.S. had already seen more data breaches than all of 2020. Even more concerning, a 2021 Forrester survey of individuals responsible for implementing enterprise passwordless authentication, a proven cybersecurity measure that helps defend against these breaches, showed adoption is lagging with half of the respondents less than three months into the process.

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The UK's National Computer Security centre (NCSC) has recently issued new guidance on secure communications for voice and video calls and SMS in order to help protect consumers from scams.

UK telecoms regulator Ofcom has also announced a crackdown on scam phone calls using fake numbers as their volume has soared during the pandemic.

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It’s Wednesday and that can only mean one thing for Windows Insiders in the Dev Channel -- a new Windows 11 build from Microsoft!

Build 22538 fixes a number of problems, including one that caused explorer.exe to crash for some Insiders when they pressed the hardware volume buttons. The build also includes some updates to the Voice Access feature introduced in Build 22518.

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While the preview builds of Windows 11 are often not terribly exciting, there are times when they give a sneak peak at some amazing new features. The latest Insider release, Windows 11 Build 22518 is one such example. As well as introducing new options relating to Windows Subsystem for Linux, this build also includes a genuinely impressive new tool called Voice Access -- an incredible new voice control option.

The Voice Access label is something of a misleading name, however; while it might suggest that it is some form of alternative to password, it is in fact a fully-fledged way to control just about every aspect of using Windows 11 with your voice.

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