Speech recognition technology has been around for a long time.
Voice-controlled cars and robots were featured in 1960’s sci-fi shows and built high hopes and predictions about how speech command driven gadgets would become the norm in the exciting future of the year 2000. IBM had developed many of the required speech algorithms by the early 1970s, but one thing was missing – the massive computer processing power needed to make speech recognition work. It has taken the rise of cloud computing systems to finally deliver that required processing power and make speech recognition a reality.
The introduction of this technology to our solutions means that businesses taking Cardholder Not Present (CNP) payments can offer their customers an additional secure option when paying for products and services.
With the rise of smart speaker devices, such as ‘Alexa’, ‘Siri’, ‘OK Google’ and ‘Cortana’, there has been a significant increase in the number of people making voice calls to contact centres from these devices. Calls such as these may not have access to a telephone keypad to enter card payment information. Speech recognition systems solve this problem. PCI Pal uses speech recognition within its Agent Assist and IVR solutions to ‘listen’ for the spoken card details and removes the caller’s speech from the call before passing the audio down the line to the contact centre (and on to the call recording platform). All safe and secure and, of course, PCI compliant.
Benefits of Speech Recognition technology:
- Easy to use – improves accessibility.
- Enables hands- free payments and interaction.
- Improves customer experience by encouraging natural conversation.
Our other technology
Explore the other technologies we utilize to secure your business communications and assist you in adhering to strict industry governance.
PCI Pal Agent Assist and IVR Payments use DTMF masking technology to suppress the telephone keypad tones entered by a customer during a financial transaction.
Secure payments via digital engagement channels such as Webchat, Whatsapp, SMS, Social Media and Email.
The entirety of PCI Pal’s product-base is available from our global cloud platform hosted in Amazon Web Services (AWS)