The onset of COVID-19 has had a global impact on the way we interact with each other. Most people have resorted to online platforms for engaging with friends, family, and coworkers in response to social distancing measures and lockdowns. The way we consume products and services has significantly transformed across all sectors which is why companies are rethinking the customer journey and using technology to meet the demands brought on by this ‘new normal’.

A seamless transition to digital engagement

Since most customer service interactions are either not happening in-person or must be contactless, creating a seamless digital customer experience is essential. One of the ways in which technology can be leveraged to make the customer’s interaction as frictionless as possible is through biometric authentication. 

Incorporating this feature into the customer journey allows companies to achieve fast and highly accurate individual identification without needing to prove their identity in-person. This type of authentication is convenient for customers as it is simple-to-use, does not require the memorization of a password, and can be done from the safety of their homes with a smartphone.

Biometrics adoption on the rise

Several prominent industry players are already integrating biometric authentication into their digital solutions. For instance, Apple Pay users can make payments using TouchID or fingerprint sensors to verify transactions. Other mobile banking applications are also implementing this technology to add an extra layer of security. Retailers like Amazon and AliPay are exploring biometrics through facial scanning. While Mastercard has been investigating facial recognition along with gait, heartbeat, and veins to make transactions. Voice payments are also gaining traction with voice assistants like Vozy’s Lili that recognize a person’s unique speech patterns.

Automation is here to stay

Customers have known the benefits of automation and voice assistants long before the pandemic hit. The global crisis has meant a surge in demand for customer service, oftentimes resulting in blocked call lines or longer waiting times. It’s become clear that various sectors have chosen to undergo a digital transformation in order to keep up with the demand.

A great solution to these strains on customer service has been the use of voice assistants and chatbots to help manage customer flow. Clients have benefited from this change and are receiving higher first response rates, gaining access to 24/7 service, and experiencing virtually no waiting time or queues. Additional features like voice recognition allow customers to verify their identity in a matter of seconds and receive faster service because their information is automatically uploaded to their digital profile.

The tech world is experiencing years worth of growth in just a few months, as more people begin to put their trust in digital solutions. Companies are seeing the value in investing in these technologies to increase efficiency and provide a better experience to their customers and teams. Automation and biometric authentication are part of this transformation that is shaping the new normal in customer experience.

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