Findings from this study suggest that voice verification is viewed as a business differentiator with nearly two-fifths of those surveyed agreeing they prefer to do business with a company that provides voice verification solutions. After hearing an audio clip of a voice verification process, three-fifths of the respondents were likely to use voice verification as a form of security. Sixty-one percent of respondents feel that voice verification is a secure form of identity verification for phone access to customer service data. And eighty-three percent of respondents agreed that institutions should require different forms of identity verification based on the types of transactions.

“Increasingly, consumers are looking for improved security and view voice verification as more secure than traditional means most often used today, ” said Chuck Buffum, vice president, Caller Authentication for Nuance. “This study suggests that consumers would prefer to do business with companies offering voice verification as a means to protect their personal data. ”

Additional findings include:

This biometrics survey was conducted online and via phone within the United States by Harris Interactive on behalf of Nuance between April 15 and April 28, 2008. There were 576 respondents, all U.S. residents, age 18 or above, who had contacted customer service in the past 12 months. No estimates of theoretical sampling error can be calculated; a full methodology is available.