Gaming companies stand to lose customers at the initial stage of registration
for the game for several reasons like requirement to provide details that they do not recall by heart, technical difficulties, the security aspect and regulatory standards. Scanovate provides gaming companies with all of the tools they need to perform operations quickly and efficiently during registration for a game, thus reducing and even preventing user abandonment – all without the customer having to type data or connect to additional servers, since the entire registration process is done via the mobile device.
The Situation in the Gaming Industry
The gaming industry is one of the most robust industries in the Internet world in general and in the mobile sector in particular, since the use of smartphones and tablets for games has been steadily increasing. This increase is largely due to the mobility that these devices provide to customers, which enables them to play anywhere: at home or en route to work or school. This has resulted in an increase in user demands to perform various operations on the basis of platforms offered for real-time gaming. According to the Statista.com website, in 2014, about 46% of the gamers in the United States used mobile devices for gaming, with profits from mobile platforms reaching USD 24.4 billion, out of which, games played from smartphones accounted for approximately USD 17 billion, while games played from tablets accounted for USD 7.4 billion. One year later, the percentage of gaming from mobile devices rose to 50%. In 2014, gaming applications for mobile devices reached second place in terms of frequency of use and, on average, these applications were being used approximately 10 hours per month. Additionally, the use of social networks is steadily rising and could serve as a more widespread platform for gaming as well. If in 2015, the global profits from the use of social networks reached USD 25.14 billion, by 2017, profits are expected to reach USD 41 billion.
Gaming companies stand to lose customers at the initial stage of registration for the game for several reasons. First, during the registration process, customers are often required to provide details that they do not recall by heart, such as their zip code or the date of issue of their ID card, which means that they have to “scramble” to find their ID cards in order to fill in the required information. This situation could lead to an unpleasant customer experience that might dissuade customers from purchasing the game.
Secondly, some customers experience technical difficulties during the registration process: malfunctions and the cumbersome typing of all of their credit-card details, or mistakes in typing their personal information that prevent customers from accessing the registration procedure for security reasons. The numbers speak for themselves in this regard, with surveys showing high percentages of users who tried registering from their mobile devices, but gave up, due to the unwieldy registration process. The surveys show that 68% of users tried to register from their smartphones, but 66% gave up because of various problems. Forty-seven percent of the respondents who abandoned the process reported that the check-out process was too long (this refers to the user registration process for the website and entering user information and payment information in text boxes). Forty-one percent said that they had difficulty entering their credit card details, and one in four respondents said that their smartphones had refused to run the registration process. From the service-providers’ perspective, at issue is a drop in the conversion ratios of potential customers who gave up using the service because of technical limitations having nothing to do with the product’s content.
Another issue is the security aspect, which is disturbing not only to hi-tech and computer professionals, but also to customers who are online fraud savvy. The emergence of the new mobile device technology constitutes another lucrative channel for hackers, who are constantly creating new malware to steal critical data of unsuspecting users. Naturally, websites that involve online payments by users are the websites most likely to be hacked for user information, through which, hackers try to steal customers’ identities and transact purchases with their credit cards. Gamers who are familiar with online fraud tactics will hesitate to pay for games from their smartphones or tablets for fear of falling victim to fraud. While there will always be users who prefer paying from their mobile devices because of the convenience, their numbers are steadily dwindling as a result of the many reports about online fraud.
Finally, every gaming company must comply with the regulatory standards prescribed by the country or region where the gaming company is located. As a result, when customers from one country try to register for a game from a different country, they may not meet the regulatory criteria and so their attempts to register might fail already at this stage. Another problem is created when companies fail to comply with the regulatory standards and, for that reason, are unable to perform an audit trail of their registrants. Such companies could fall victim to money laundering, as happened to the Irish gambling company, Paddy Power, which was fined approximately GBP 310 thousand (see here to read about the case).
Scanovate was founded with the objective of resolving these problems and providing a positive user experience that, on the one hand, helps the gaming industry retain high conversion ratios for the service during registration from mobile devices and, on the other hand, helps them comply with the required standards and provide high security for end-users and for the company receiving the service. Scanovate specializes in the development and application of optical character recognition (OCR) technology via textual identification from a wide variety of certificates using an ordinary smartphone, tablet or computer camera. Scanovate offers services for companies engaging in diverse fields, such as finance (banks and payments), insurance companies, and aviation companies and, of course, the gaming world under discussion here. Scanovate’s mobile platform allows users to pay quickly and directly using their mobile devices with no need to connect to a server or computer. It also provides a positive user experience that allows customers to act independently when it comes to payments and authorizations, so that they do not have to connect to another device or wait for a service representative to answer – all while performing simple and fast operations.
Why is Scanovate’s solution such a good fit for performing operations using mobile devices? Scanovate has developed a unique technological component that processes images on mobile devices. This component allows users to extract data from a video session and decode it (unlike a still photograph that is sent to a server) via video stream for an infinite variety of documents and certificates: checks, bills, drivers’ licenses, credit cards, ID cards and more — and all in real time, in a few seconds and with no dependence on servers. The use of this component eliminates the need to type in data and dramatically improves the conversion ratios, the database, and its availability to the person seeking service.
Scanovate is aware of customers’ need for rapid service, and therefore, Scanovate’s scanning services are capable of identifying, scanning and extracting data the moment users aim their devices’ cameras at the requested document. All customers need to do is place the relevant document in front of the cellular device – Scanovate’s technology will extract all of the required data and the registration process for the game is completed in seconds. When at issue is the extraction of data, such as credit card data (usually, the data must be entered manually or dictated to a service representative), this is a significant time-saver – a process that usually takes several minutes shrinks to seconds. In addition, the technology enables biometric validation by comparing a photograph of the device’s owner to the photograph on the certificate, thus verifying that the certificate and the cardholder have the same identity and belong to the cardholder.
Scanovate provides gaming companies with all of the tools they need to perform operations quickly and efficiently during registration for a game, thus reducing and even preventing user abandonment – all without the customer having to type data or connect to additional servers, since the entire registration process is done via the mobile device. Additionally, Scanovate’s platform processes customers’ information optimally, since the technological component enables extraction and decoding of data using a built-in OCR tool to scan, identify, process and export the data for customers to the desired destination using only the mobile device. Scanovate also achieves its rapid performance, inter alia, due to the fact that the platform does not extract all of the data, but only data relevant to the payment or registration for the game. By doing so, it achieves precision and speed in data processing and exporting.
As mentioned above, concerns about security and identity theft are two of the main reasons why users are reluctant to register using their mobile devices. In order to prevent fraud, Scanovate offers secure scanning of documents using biometric validation and content checking — methods that enable customer validation and verification in real time. The technology that Scanovate provides enables the use of an advanced facial-recognition system that is even superior to human capabilities. This saves customers the trouble of traveling to branches, most of which require identity validation by a representative.
Due to the increase in legislation requiring gaming companies to know who their customers are, every company must meet the regulatory standards, many of which require facial recognition. There are several methods for facial recognition of customers. One is physical validation by a middleman, such as a company representative (for example, by comparing the photograph on the ID card with the face of the person standing in front of the representative). Forensic identification is also in use, which confirms the authenticity of the document by using a hologram. But Scanovate’s facial validation takes place at two different levels — a biometric check and a content check. The purpose of the biometric check is to authenticate the bearer of the certificate by using the person’s biological data (anti-spoof), while the content check authenticates written data with the bearer of the certificate. In this context, too, it is important to Scanovate to create a fast user experience, with customers scanning the relevant certificate and then taking photographs of their faces. Scanovate’s system can identify an enormous variety of elements contained in images, such as eye movement, pulse, parameters relating to the depth of the face and the micro movements of the human body, in order to determine whether or not the image is that of a human being and thus, authenticates the “vitality of that person” and also performs a perfect match between the bearer of the certificate and the certificate itself. The validation enables proof that behind the certificate is an actual person and not malware. Scanovate achieves a facial-recognition success rate of 99.67%. The combination of the biometric check and the content check, during which the person’s unique biological data are merged with the written information in the certificate that is accurate only for him or her, enables optimal identification of the customer.
Scanovate’s solution helps gaming companies comply with the standards: in order to comply with the standards, the company must learn more about its customers and their backgrounds. Scanovate KYC provides gaming companies with the required compliancy tools so that they can provide a perfect service complement on both levels — rapid, efficient, and convenient service for customers and, for the company, an advanced experience suitable for the target audience that raises its conversion ratios and complies with the regulatory standards, while maintaining a high level of security and protection and optimal accuracy of all customer information being conveyed.
In conclusion, the increase in registration for games using mobile devices comes with quite a few challenges for gaming companies — challenges that could cause customer abandonment at the game registration stage for reasons such as the tiresome need to enter details or the fear of security problems on the website and customer identity theft. In addition, there are also the regulatory aspects, which vary from country to country and require companies to meet stringent standards, such as customer identification (facial recognition is most prevalent). This is where Scanovate helps gaming companies, by providing them with a convenient platform for extracting and decoding data entered via mobile devices quickly (within seconds) and efficiently, with no need for servers. Scanovate provides its customers with the tools they need in order to comply with the regulatory standards, including optimal facial recognition that combines a biometric check with a content check. Scanovate accomplishes all this while keeping a low profile via a white-label agreement in order to enable direct interaction between the company and the customer without a visible mediator.