26 July 2016
Find out more

Barclays tunes into customer voiceprints

08 May 2013  |  8057 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)

Finextra news in your inbox

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

Related stories

From Facebook to voice recognition and biometrics, ING Direct plans mobile future

From Facebook to voice recognition and biometrics, ING Direct plans mobile future

21 March 2013  |  15083 views  |  2 comments | 30 tweets | 10 linkedin
USAA to add Siri-like virtual assistant to mobile app

USAA to add Siri-like virtual assistant to mobile app

08 August 2012  |  7683 views  |  0 comments
Bank Negara Indonesia taps voice biometrics for password resets

Bank Negara Indonesia taps voice biometrics for password resets

28 March 2012  |  6116 views  |  1 comments
Bank Leumi introduces biometric password re-sets for online banking

Bank Leumi introduces biometric password re-sets for online banking

17 December 2009  |  9650 views  |  2 comments
NAB ponders voice biometrics for m-banking

NAB ponders voice biometrics for m-banking

26 November 2009  |  15682 views  |  0 comments
Aviva Australia introduces voice biometrics

Aviva Australia introduces voice biometrics

11 June 2009  |  7083 views  |  0 comments
NAB introduces voice biometrics for phone banking

NAB introduces voice biometrics for phone banking

10 June 2009  |  12071 views  |  1 comments
Sparda Bank Hamburg live with Nuance speech recognition system

Sparda Bank Hamburg live with Nuance speech recognition system

06 August 2003  |  4942 views  |  0 comments

Related company news

 
Find out moreVisit www.abe-eba.euVisit VocaLink.com

Who is commenting?

Top topics

Most viewed Most shared
MasterCard agrees £700m VocaLink acquisitionMasterCard agrees £700m VocaLink acqu...
9036 views 14 comments | 32 tweets | 37 linkedin
satelliteContactless Bitcoin startup Plutus Tap &am...
9013 views comments | 9 tweets | 3 linkedin
hands typing furiouslyBanking on IoT: Security in the Internet o...
8663 views 3 | 21 tweets | 7 linkedin
Santander doubles down on fintech fundSantander doubles down on fintech fund
8009 views comments | 23 tweets | 28 linkedin
Apps crush internet for UK banking loginsApps crush internet for UK banking logins
7371 views comments | 17 tweets | 25 linkedin

Featured job


Brussels (Belgium) or Paris (France)

Find your next job