securing customer interaction anytime, anywhere - (alexa demo) - identity live 2017 - austin
TRANSCRIPT
© 2017 ForgeRock. All rights reserved.
Securing Customer
Interaction Anytime,
Anywhere – Alexa Demo
Chris KawalekDirector, Product Marketing
John Kimble Distinguished Customer Engineer
© 2017 ForgeRock. All rights reserved.
Voice Control Has Become Practical
© 2017 ForgeRock. All rights reserved.
James St. John
CC 2.0
Name: Obsidian
Color: Deep black
Luster: Vitreous
Category: Volcanic glass
Mohs scale: 5-6
Guessed by Alexa:
In About 5 minutes
The Obsidian Order
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Customer Focus Starts With a Seamless Experience:
"In the age of the customer, truly customer-obsessed retailers are
actively investing and working to develop and deliver a
seamless shopping experience across all touchpoints."
"Customers have long stopped thinking
about (or even understanding)
channels. They don't differentiate
experience by online, mobile, social,
or store."
Omnichannel or Bust
© 2017 ForgeRock. All rights reserved.
Spending Real Money withYour Voice, As Easy As…
This is great, when the risk is low.
1. You: “Alexa, order dog food.”
2. Echo: “The top search result is...would you like to buy it?”
3. You: “Yes.”
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Creating Trust and Confidence is Easy When Customers Are Ordering Pizza
It’s Really Hard When They Are Transferring Money
© 2017 ForgeRock. All rights reserved.
51%of respondents cited privacy, data leakage, ID theft or security
as a major concern of using virtual personal assistants.
Gartner, Market Trends: Human-Machine Interactions — Role of Voice Across
Devices and Ways to Enhance Customer Experience
Published: 14 March 2017 ID: G00324311
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The Keys to SecuringVoice-Based Customer Interactions
Identity and Trust
Consistent Omnichannel Experience
Privacy and Consent
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Trust Begins with Identity
Identity ties everything together, person to person, person to service, machine to machine, and more…
Users
Devices
Things
Services
...
© 2017 ForgeRock. All rights reserved.
© 2017 ForgeRock. All rights reserved.
Mobile App Customer Service
Single View OmnichannelAdaptive
Context
Privacy &
Consent
Threat
Intelligence
Customer
Intelligence
Persistent Identity
Unified, Omnichannel Customer Experience
Brick and Mortar eCommerce/Web Virtual Personal Assistants
A Consistent User ExperienceFrom Keyboard, To Phone, To Voice
© 2017 ForgeRock. All rights reserved.
Privacy and Consent Help Earn Customers’ Trust
• It’s not just about ensuring the privacy of the recordings, but the entire experience
• Allow customers to designate high and low risk activities to reduce friction when possible, increase it when necessary
• Give end users control over their data, even when it’s not required by law
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Secure Sharing of Personal Data
© 2017 ForgeRock. All rights reserved.
Thank You