NAB using voice biometrics to verify customers

NAB is using biometrics technology from Nuance to improve the customer experience and strengthen the bank’s security standards around customers’ authentication processes.

NAB, in November, became the first major Australian bank to offer the Nuance-powered VoiceID in its contact centre.

The bank has since enrolled around 120,000 customers with VoiceID biometrics authentication and is aiming for 250,000 customer enrolments by the end of 2020.

Nuance Gatekeeper analyses more than 1000 characteristics of a voice for accurate identification and also uses its intelligent detectors to cross check an individual’s device, geolocation and pattern of speech.

The system uses techniques to certify the voice being analysed is a real person and not a recording or synthetic creation.

NAB Executive General Manager Consumer Direct Paula Constant said the solution is helping the company’s customers save an average of 60–90 seconds on a call compared to those needing manual or SMS verification. This is three times the bank’s conservative goal of 30 seconds saved.

“As the first major Australian bank to offer VoiceID in its contact centre, this technology is helping us improve the experience our customers have when they call by spending less time on the authentication process and more time helping them with their needs,” Constant said.

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