Shared VRU. A Key Link in Your Customer Service Chain Kyle Shadday, Director, Voice Response Strategy

Transcription

1 Shared VRU A Key Link in Your Customer Service Chain Kyle Shadday, Director, Voice Response Strategy

2 Agenda Voice response within FIS Telephone banking today FIS shared VRU roadmap Speech recognition Unleash the power of the human voice Speaker verification The case for stronger authentication Take a test drive Questions and answers 2

3 Voice Response within FIS

4 The Reach of FIS ebanking Multi-Channel Sales and Service Multi-channel care incorporates the telephone, call center, , chat, online and branch Customers expect consistency in service across channels automated and live Full range of banking capabilities is expected in every channel Increasing expectations for integration across channels Consumer 4

5 Telephone Banking Today

6 Telephone Banking Factors to Consider Call Volume Trends Increase Services In-House or Outsource Reduce Expenses Reliability/Availability Analog / Digital / VoIP Contact Center Branding Wasn t Internet Banking supposed to replace Telephone Banking? Will Mobile Banking replace Telephone Banking? Regulatory Updates Caller Experience Multi-Factor Authentication Ongoing Enhancements Multi-Language Support Speech Recognition 6

7 FIS Shared VRU Call Volume Trends Filtered for clients with activity from 2007 to present Jan 07 Mar 07 May 07 Jul 07 Sep 07 Nov 07 Jan 08 Mar 08 May 08 Jul 08 Sep 08 Nov 08 Jan 09 Mar 09 May 09 Jul 09 Sep 09 Nov 09 Jan 10 Mar 10 7

8 FIS Shared VRU Call Volume Trends Filtered for Clients with Activity from 2007 to Present Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 8

9 FIS Shared VRU Call Volume Trends 2009 Client Call Volume 30K to 90K calls per month 100,000 90,000 80,000 70,000 60,000 50,000 40,000 30,000 20,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 9

10 FIS Shared VRU Roadmap

11 FIS Shared VRU 230+ shared VRU clients Handle approximately 3.0M calls per month Capacity to handle spikes in call volume (tax time, holidays, etc.) Disaster recovery built into the infrastructure Active-active strategy Production traffic handled by production and DR facilities Support for multiple telephony options Traditional toll-free, outbound VoIP and full VoIP 11

12 FIS Shared VRU Defined product roadmap Core banking DTMF Core banking speech premium offering beginning Q Speaker verification premium offering beginning Q Configurable via selectable options and parameter settings Professional services are available Integrated to core using e-delivery (ConnectWare) Integrated with BIC for statistical reporting 12

13 FIS Shared VRU FIS maintains competency Voice response, speech recognition and voice authentication technology FIS owns and maintains the infrastructure Hardware, licensing, maintenance Partnered with industry leaders Convergys and Nuance Dedicated development and 2 nd tier support staff On-premise deployment is also available 13

14 FIS Shared VRU Topology Traditional Traditional Toll-Free Toll-Free provided by FIS leveraging AT&T Callers are transferred to contact center via AT&T when additional assistance is required. 14

15 FIS Shared VRU Topology Outbound VoIP Full VoIP Toll-Free provided by client Calls received at client location Communication with FIS via VoIP Gateway (inbound / outbound) 15

16 FIS Shared VRU Topology Full VoIP Full VoIP Toll-Free provided by client Calls received at client location Communication with FIS via VoIP Gateway (inbound / outbound) 16

17 FIS Shared VRU Product Roadmap Touchtone

18 FIS Shared VRU Product Roadmap Touchtone Goals for 2010 Enhance the FIS Shared VRU framework and refresh the caller experience Q2 scheduled and planned projects Core Banking DTMF Certification CTI Integration Framework Reg E 18

19 FIS Shared VRU Product Roadmap Touchtone Q3 planned and candidate projects Core banking DTMF release - (GA) Begin VRU framework migration project ATM / branch locator Rate enhancements Q4 planned and candidate projects Complete VRU framework migration project Strengthen PIN based authentication Intraday cardbase activity 19

20 FIS Shared VRU Product Roadmap Speech Recognition

21 FIS Shared VRU Product Roadmap Speech Recognition Goals for 2010 Deliver a Speech Recognition VRU offering leveraging the new FIS Shared VRU Framework Q1 completed projects Core Banking Speech Tuning Review Phase 1 Q2 scheduled and planned projects Core banking speech tuning recommendations phase 1 CTI integration framework Reg E Shortcuts Barge-in Confidence based confirmation 21

22 FIS Shared VRU Product Roadmap Speech Recognition Q3 planned and candidate projects Core banking speech tuning phase 2 Core banking speech release (GA) ATM / branch locator Rate enhancements Q4 planned and candidate projects Strengthen PIN based authentication Intraday cardbase activity 22

23 FIS Shared VRU Roadmap Speaker Verification

24 FIS Shared VRU Product Roadmap Speaker Verification Goals for 2010 Deliver a speech speaker verification solution to provide enhanced security and true multi-factor authentication via the VRU Q1 completed projects Speaker verification tuning review phase 1 Q2 scheduled and planned projects Speaker verification tuning recommendations phase 2 Leverage phone numbers in CIS DB for authentication Q3 planned and candidate projects Speaker verification tuning phase 2 Speaker verification (GA) 24

25 Speech Recognition Unleash the Power of the Human Voice

26 Why Consider Speech Recognition? The evolution of the phone has made the human voice a more user-friendly interface. Bans and restrictions on texting and cell phone use while driving (Governors Highway Safety Association April 2010) 21 states have banned texting while driving 6 states have banned hand-held cell phone use while driving Many local governments are restricting use as well 26

27 Why Consider Speech Recognition? Advancement of speech recognition technology Recognition rates have greatly improved Tools, standards and techniques have evolved World Wide Web Consortium (W3C) - XML, VXML, SCXML, CCXML, MRCP, etc. Caller expectations are better understood Call containment rates within the VRU have increased Limits the number of callers transferring to live agents Some features are limited or not feasible with touchtone Speech-enabled bill pay (when coupled with multi-factor authentication) 27

28 How Well Does Speech Recognition Work? Type of order? Pickup What station? Temple What time? 13:30 hours Track number? 105 How many cars? Nine First car? BNSF And the last car? CN Position? At end 28

29 Why FIS Speech Recognition? Built upon the FIS shared VRU framework Regulatory changes and enhancements Customization opportunities FIS maintains competency Speech technology FIS maintains infrastructure Hardware, licensing, maintenance Partnered with industry leaders Convergys and nuance 29

30 Speaker Verification The Case for Stronger Authentication

31 The Case for Stronger Authentication Privacy concerns with using Social Security Number Negatively viewed by a growing number of customers States limiting usage of SSN / TIN as form of identification Identify Theft continues to be a threat FFIEC Guidance Authentication in an Internet Banking Environment Current authentication methods limit new features Movement of money outside of banking relationship Limitations may become more stringent 31

32 Identity Theft Continues to Rise The Bad News Number of victims increased 12.1% Annual fraud amount increased 12.5% The Good News Average fraud amount remained steady Mean consumer cost decreased 25% $800 $600 $400 $200 $- US Adult Victims of Identity Fraud (Millions) Mean Consumer Cost Identify Fraud Survey Report February

33 The FFIEC and Multi-Factor Authentication Authentication in an Internet Banking Environment Issued August 8, 2001 The Agencies caution financial institutions that single factor authentication alone may not be commercially reasonable or adequate for high risk applications and transactions, instead, multifactor techniques may be necessary Update issued October 12, 2005 The Agencies consider single-factor authentication, as the only control mechanism, to be inadequate for high-risk transactions involving access to customer information or the movement of funds to other parties Issued August 15, 2006 Does the guidance apply to telephone banking systems? While the guidance focuses on Internet banking systems, its principles apply to all forms of electronic banking, including telephone banking systems. Does the guidance apply to call centers? The principles of the guidance apply if a financial institution permits high-risk services to be performed through its call center 33

34 Multi-Factor Authentication How Speaker Verification Can Help Something the user knows Account information Personal identification number Challenge question and response Something the user has Automatic number identification (ANI) the caller s telephone number Something the user is Voice biometrics and voice verification 34

35 What is Speaker Verification? Leading edge technology Allows for automated verification of a caller s identity based on unique voice characteristics by comparing a speech utterance with a known, existing voice print captured during an enrollment process Voice print is an encrypted, digital representation of the caller s unique voice characteristics it is not a recorded.wav file Immune to playback attacks and mimics Not affected by colds or other voice-altering conditions Technology is secure, tuning is key Requires consumer education Acceptance is growing as identity theft and concerns over privacy increase If you have doubts over customer acceptance, consider a customer survey before implementation 35

36 FIS Speaker Verification Enrollment First time users must complete an enrollment process Enrollment First time authentication leverages traditional authentication Account number and PIN Phone number lookup performed Repeat a sequence of digits (three times) Register a hint and response For use as additional verification step if future authentication is suspect If enrollment is successful, spoken digits are translated into a digital voiceprint and stored in an encrypted format it s not a recording 36

37 FIS Speaker Verification Authentication Authentication after Successful Enrollment A phone number lookup is performed. If not provided, the caller is prompted for their phone number The caller speaks a requested sequence of digits If the verification step meets acceptable thresholds, the caller is authenticated and may proceed with the call Additional steps may be required if authentication score falls below acceptable thresholds Multiple callers with the same registered phone number are handled 37

38 Why FIS Speaker Verification? Integrated with the FIS Shared VRU Framework FIS maintains competency Speech technology and voice biometrics FIS maintains infrastructure Hardware, licensing, maintenance Partnered with the industry leader Nuance 38

39 Take a Test Drive 39

40 We Invite You to Take a Test Drive We invite you to try our Demo system at your convenience If you are interested in, please leave a business card leave your contact information send an to [email protected] Your feedback is appreciated 40

41 Thank You Kyle Shadday