28 May 2015
Your browser is unable to support Flash files.

Barclays tunes into customer voiceprints

08 May 2013  |  7262 views  |  0 call centre Customer assitant

Barclays Wealth and Investment Management in the UK is using voice biometric technology to verify the identity of customers as they converse with call centre agents over the telephone.

When a customer calls in to Barclays to access their account, they engage in 20 to 30 seconds of natural conversation with a customer service agent. During that time, Nuance FreeSpeech voice biometrics technology is used to compare the customer's voice to their unique voiceprint on file, and silently signals to the Barclays representative when the customer's identity has been verified.

If the customer is not verified by the system, or if the transaction request is above security thresholds, Barclays agents revert to a traditional security Q&A procedure.

Since its introduction, 84% of Barclays' customers have been enrolled in the system, with 95% of those customers successfully verified in successive calls.

Matt Smallman, client experience strategy and change, Barclays Wealth and Investment Management says that customer feedback has improved since the technology was introduced five months ago, with 93% of customers rating the bank at 9 of 10 for speed, ease of use and security.

"In this competitive environment we need to make sure that clients' needs for convenience and ease of access are effectively balanced with our mutual need for security," he says. "Nuance's voice biometrics technology is playing a vital role...Both our clients and colleagues love that it increases security and convenience at the same time whilst making client calls shorter and reducing our overall cost to serve."

Comments: (0)

Comment on this story (membership required)
Log in to receive notifications when someone posts a comment

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board, sign up now.

Related stories

21 March, 2013
08 August, 2012
28 March, 2012
15 October, 2010
17 December, 2009
26 November, 2009
11 June, 2009
10 June, 2009
06 August, 2003

Related company news

 

Top topics

Most viewed Most shared
UK opts out of European online payments se...
7666 views comments | 22 tweets | 17 linkedin
Bigger banks may have to set up their own...
6484 views comments | 41 tweets | 33 linkedin
Postbank trials HCE mobile payments
4680 views comments | 9 tweets | 8 linkedin
JPMorgan Chase puts data to use with new t...
4679 views comments | 16 tweets | 7 linkedin
Visa Europe opens innovation hub in Israel
4247 views comments | 17 tweets | 9 linkedin

Featured job

£excellent basic with £200,000 OTE + Benefits
London

Find your next job