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U.S. Bank Pilots Voice Biometrics as Secure Way to Access Card Accounts

February 14, 2014

Many organizations are using voice biometrics solution for internal or customer-facing authentication. The voice biometric-based solutions are meant to support higher levels of trust among users of mobile apps, remote monitoring, distance learning etc.

U.S. Bank is looking beyond chip and PIN of voice biometrics a possible means to enhancing card security. The bank is conducting a piloting experiment with next-generation voice biometrics solution, from Nuance Communications (News - Alert), in order to evaluate feasibility, time, cost of software that lets customers speak a simple passphrase, such as “my voice is my password” to access a credit card account on a mobile device.

This software includes feature – called voice biometrics that allows select credit card customers to use their voice to login with a spoken passphrase so they can access their account balances, search transactions and make a payment on their account in the mobile app. The new voice biometrics solution addresses growing consumer dissatisfaction with PINs, passwords, and security questions, while maintaining the integrity of a secure system.

Voice biometrics allows consumers to be securely authenticated when they connect with a service provider via a call center or IVR, a mobile app, or the Web, improving the overall service experience for the consumer, and delivering substantial time and cost savings to the enterprise.

Dominic Venturo, chief innovation officer for U.S. Bank Payment Services said in a statement, “Voice biometrics is a unique identifier that will help us improve the customer experience, customers are becoming accustomed to using their voice to interact with their smartphones and can become frustrated with key entering passwords. Exploring a spoken passphrase login through this technology is a logical next step in our work in biometrics.”

Robert Weideman, executive vice president and general manager of the Nuance Enterprise Division said in a statement, “Innovative organizations like U.S. Bank recognize that voice biometrics can bring a new level of convenience and security to the customer service experience.”




Edited by Cassandra Tucker

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