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A Deep Dive Into the Technology Behind Voice Payments a Payments Innovation Alliance Executive Briefing Series

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A Deep Dive Into the Technology Behind Voice Payments a Payments Innovation Alliance Executive Briefing Series A Deep Dive into the Technology Behind Voice Payments A Payments Innovation Alliance Executive Briefing Series September 2021 ©2021 Nacha. All rights reserved. Introduction to the Executive Briefing his Executive Briefing Series consist of a set of articles published by the Payments Innovation Alliance. Future articles will cover a wide range of Ttopics relevant to financial services’ participants and will be published on an ongoing basis. For more information about the Payments Innovation Alliance or the Conversational Payments Project Team, visit www.nacha.org/payments- innovation-alliance. This article is the second in the series. History Today’s voice payment technology stems from on, programming languages (such as LISP) were the advancements made in artificial intelligence developed, advancements in learning algorithms (AI) and machine learning. AI refers to the were further enhanced, and technology such as capabilities of machines being able to problem artificial neural networks were created allowing solve and respond in a similar manner as a machines to further mimic the process of thinking human would. Machine learning is the process by like a human brain does. These developments are which a machine develops its AI. the backbone of AI today. Learning algorithm programs are created and In addition to AI, voice assistants (such as used in modeling processes in which scientists Amazon’s Alexa or Google Home) utilize the teach AI how to respond correctly, and adjust power of voice recognition technology. Dating when it goes off course. The objective is for the back to the 1950s, voice (or speech) recognition machine to respond back in an expected way. technology was developed to translate spoken Dating back to the 1950s, scientists such as Alan words into numbers that computers could Turing, John McCarthy, and others first started understand. Today, voice assistants utilize voice exploring the mathematical capability of building recognition technology to help them better intelligent machines and developing the concepts understand the commands of the specific and framework for what was to come next in AI. person that the assistant is listening to. They record and catalogue that information and then In 1955, the first AI program “Logic Theorist” create profiles that help the assistant more was created by Herbert Simon, Allen Newell and easily recognize the person’s voice for increased John Shaw. This was the first program of its kind accuracy in future queries.ii developed to conduct artificial reasoning.i Later * Key terms used in this briefing are defined at the end of the document. A Deep Dive into the Technology Behind Voice Payments | 2 Components Put plainly, a voice payment is the process of what it did. The four primary components of AI speaking to an AI unit, such as a smart speaker or that allow this to work are machine learning, smartphone, with a request to make a payment natural language processing, robotics, and or to buy a product or service. Utilizing AI computer vision.iii Each of these components technology, it can recognize the verbal request, work together to accomplish the ability for act on the request, and respond back confirming machines to respond and think. Machine learning Natural language • Modeling used to train AI to learn how • AI learns to understand what humans to problem solve are communicating and how to respond – Supervised learning - human gives • Accomplished through training AI the correct answer and trains it to processes much like how a child would respond that way learn to read and write – Unsupervised learning - Trial and error • Natural language processing is the key process designed to help AI arrive at component to how voice payments are the correct answer on its own made possible • Both processes are not perfect and require multiple iterations Robotics Computer vision • Mimic the physical form and can • Process in which AI learns to recognize automate tasks and even problem solve images • Used in industries such as – May be accomplished through manufacturing, logistics, health care, massive amounts of images teaching and even in banking in varying ways AI to recognize objects such as flowers, animals, cars, etc. A Deep Dive into the Technology Behind Voice Payments | 3 Current Capabilities Voice payments are made possible by using transaction, meaning, the payment can be done artificial intelligence, specifically tapping into via voice if parties of the payments participate natural language processing, which allows AI and/or allow the payments to be made in that to communicate with us. This technological manner. combination is referred to as conversational Are voice payments differentiated from other AI, which opens the possibility for chatbot types of payments such as online, phone, or in technology. Chatbot technology, which is person? The answer is no. Voice payment uses the premise behind digital assistants, is used whatever is already connected to the merchant to leverage AI in solving problems through (for instance, your Amazon account) to make communication. the payment. In that way, it looks and acts Some call centers and websites use this more like an online or mobile payment. These technology to automate customer service transactions are not directly controlled by the requests. In those instances, the chatbot will financial institution. Instead, the digital assistant use natural language processing to understand leverages the internet to gain access to the sites what the person is requesting, tap into its as if it were the user doing it directly. learning algorithms to determine how to The Internet of Things (IoT) allows for many respond to the request, and again use natural possibilities for voice payments to be used in language processing to provide a response. This many more places. No longer are we tied to conversational AI is the mechanism behind voice desktop computers when we need access to payments. Your request to make a payment, the internet. Devices such as smartphones, purchase through an online seller, and more goes thermostats, security systems, gym equipment, through a similar process. and even refrigerators are connecting to the Digital assistants such as Google Assistant, internet, too. As we see these smart technologies Alexa, and Apple’s Siri have the potential further integrate into our homes, offices, cities to facilitate a payment providing they are and even cars, the idea behind a mobile payment connected to the parties involved in the really starts to take a new form. Assistant Activation Speech Examples of Compatible Devices Alexa by Amazon “Alexa” Echo, Echo Dot, Fire TV, Fire Tablet, Ecobee Smart Thermostat, Ring Smart Doorbell Google Assistant “Ok, Google” Google Nest Hub, Google Nest Mini, Nest Thermostats, Android “Hey, Google” Smartphones, Pixel Slate tablet, August Smart Lock Siri by Apple “Hey, Siri” Apple HomePod, MacBooks, iPads, iPhones, August Smart Lock A Deep Dive into the Technology Behind Voice Payments | 4 User Experience Voice payments can be made through financial and cause confusion and frustration. Similar institutions, billers or through device providers. to disparate wallets, smart devices are not The user experience varies depending on where interoperable. For example, if a user’s preferred the payments are being initiated. mobile and computer platform is Apple, and they have a Google Home device, access to third- Payments through device providers. Providers party commerce sites (e.g., Amazon) would need such as Apple, Amazon and Google each offer to be set up separately because the devices and solutions for consumers – creating multiple smart environments are not currently interoperable. speaker ecosystems. The biggest challenge with multiple providers is that each system operates As with the various payment rails, different independently of one another, which means providers mean the operating rules for these that users need to either choose one brand and systems may also differ with user and merchant stick with that, or they will have multiple setups participation from network to network. There with devices that may not be able to connect is also the question of encryption, tokenization, with one another because the interfaces and authentication, and access controls, which again standards for each system may be different. All may vary with each ecosystem. these factors create a less ideal user experience A Deep Dive into the Technology Behind Voice Payments | 5 Payments through financial institutions or In summary, it is important to remember that billers. Direct biller payments are still leading transactions conducted through voice-enabled financial institutions in overall bill payments. devices are already occurring both outside This is due to the fact the end consumers do not and inside of the direct control of financial receive the type of visibility from their financial institutions. While access to proprietary systems institutions as they would from their direct billers (such as bill pay and online banking) can be site (such as bill details, card and ACH payment controlled by financial institutions, access to the methods when payments post to the account). Amazon Marketplace, to third-party biller sites, As a result, billers want to create and control the and for other web-initiated purchases are tied user experience. On the other hand, financial to the internet. If voice-enabled devices are able institutions are banking on the convenience of to connect them (like Alexa can connect to the making multiple payments to drive engagement Amazon Marketplace), users are already able to on their site. Through a direct biller, a user can conduct e-commerce using them. iv only pay one bill at one time, while through U.S. Smart Speaker Consumer Adoption Report a financial institution website, one can add for 2019 revealed that 15% of U.S. smart speaker multiple billers into the site and make payments owners say they were making purchases by as invoices are received. voice on a monthly basis at the end of 2018.v Today, there are a growing number of financial That is up from 13.6% that were using voice for institutions and billers offering voice payments retail purchases at the beginning of the year.
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