securing customer interaction anytime, anywhere - (alexa demo) - identity live 2017 - austin

© 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

© 2017 ForgeRock. All rights reserved.

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.”

© 2017 ForgeRock. All rights reserved.

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

© 2017 ForgeRock. All rights reserved.

The Keys to SecuringVoice-Based Customer Interactions

Identity and Trust

Consistent Omnichannel Experience

Privacy and Consent

© 2017 ForgeRock. All rights reserved.

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

© 2017 ForgeRock. All rights reserved.

Secure Sharing of Personal Data

© 2017 ForgeRock. All rights reserved.

Thank You