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 Stephen Withers turns his gaze on the world of Apple, with
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Technology news and Jobs 
Our Blogs Core Dump How do they know it's you?
Our Blogs Core Dump How do they know it's you? | How do they know it's you? |
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| by Stephen Withers | |
| Monday, 19 May 2008 | |
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Page 2 of 2 And after hearing a demonstration of voice verification being used to confirm the identity of a caller, 59 percent said they would be likely to use it. I'd have been prepared to believe an even bigger proportion felt that way.The problem is that the only qualifications needed to participate in the research were that the respondent was aged at least 18 and had contacted customer service in the past 12 months. How can they know how secure it is? Sure, it sounds secure - but only if it works properly. Again, I'm not casting aspersions on Nuance's product, but about the only reasonable conclusion you can draw from the survey is that an organisation that implements voice verification will probably find a useful proportion of its customers take it up. I doubt any of the respondents have any real idea about the actual level of security provided by voice verification. Far too much attention is paid to how people "feel" about issues, regardless of how well informed they are. When it comes to security, I'd rather take notice of four people with specialised knowledge that 400 or even 4000 people in the street. I admit I like the idea of voice verification - it appears to save time as it can be carried out while my call is in the queue, and it does mean less of my personal information needs to be exposed to agents. But I want assurance from experts that it is reliable and secure: how 400 of my peers feel about that is neither here nor there.
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