28 May 2017
Book a meeting today

Barclays rolls out voice biometrics for phone banking

01 August 2016  |  13861 views  |  0 call centre Customer assitant

Barclays is ditching passwords in favour of voice biometrics technology at its call centres, meaning that customers will be authenticated when they start talking.

Customers who call Barclays have previously needed to share their passcodes or 16-digit debit card numbers in order to verify themselves.

With the new system, customers will have their voice recorded and held on file by the bank. Then, when the call to access their account, they engage in a few seconds of conversation with a staffer.

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 employee when the customer's identity has been verified.

Barclays began using the Nuance system at its wealth management arm in 2013, finding that 93% of customers rated the technology at least 9 of 10 for speed, ease of use and security.

Next month the bank is extending it to all customers (although there is an opt-out option), claiming that the technology is not only quicker than passwords but a more secure barrier against fraud.

Steven Cooper, CEO, personal banking, Barclays, says: "We can all relate to the frustration of forgetting a password at the crucial moment. Voice security can cut out that part of the call completely and, unlike a password, each person’s voice is as unique as a fingerprint."

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

DBS to roll out voice authentication; OCBC to take biometrics nationwide

DBS to roll out voice authentication; OCBC to take biometrics nationwide

24 May 2016  |  6844 views  |  0 comments | 7 tweets | 12 linkedin
Citi to roll out voice recognition tech across Asia

Citi to roll out voice recognition tech across Asia

05 May 2016  |  8549 views  |  0 comments | 8 tweets | 11 linkedin
Santander launches 'voice banking' technology

Santander launches 'voice banking' technology

22 March 2016  |  15417 views  |  0 comments | 48 tweets | 53 linkedin
HSBC to roll out voice and Touch ID to 15 million UK customers

HSBC to roll out voice and Touch ID to 15 million UK customers

19 February 2016  |  10846 views  |  0 comments | 19 tweets | 25 linkedin
Atom Bank to launch with face and voice biometrics

Atom Bank to launch with face and voice biometrics

16 December 2015  |  13867 views  |  0 comments | 35 tweets | 33 linkedin
Wells Fargo to usher in voice and facial biometrics for mobile corporate access

Wells Fargo to usher in voice and facial biometrics for mobile corporate access

26 June 2015  |  13769 views  |  1 comments | 20 tweets | 28 linkedin
Icici rolls out voice recognition tech

Icici rolls out voice recognition tech

25 May 2015  |  7379 views  |  1 comments | 9 tweets | 12 linkedin
USAA to roll out voice and facial authentication for mobile log-in

USAA to roll out voice and facial authentication for mobile log-in

20 January 2015  |  11371 views  |  2 comments | 17 tweets | 16 linkedin
Barclays preps voice biometrics for phone banking

Barclays preps voice biometrics for phone banking

23 June 2014  |  9339 views  |  1 comments | 15 tweets | 17 linkedin
US Bank trials voice biometric access to mobile app

US Bank trials voice biometric access to mobile app

12 February 2014  |  10790 views  |  0 comments | 23 tweets | 18 linkedin
Barclays tunes into customer voiceprints

Barclays tunes into customer voiceprints

08 May 2013  |  8552 views  |  0 comments | 14 tweets | 10 linkedin

Related company news

 

Related blogs

Create a blog about this story (membership required)
visit www.niceactimize.comvisit vasco.com/news/PSD2-compliant-solutionsVisit www.capgemini.com/worldreports

Top topics

Most viewed Most shared
BBVA launches Open API marketplaceBBVA launches Open API marketplace
13157 views comments | 50 tweets | 79 linkedin
Bank/fintech collaboration can take transaction banking to new heightsBank/fintech collaboration can take transa...
7758 views comments | 12 tweets | 24 linkedin
R3 raises $107mR3 raises $107m
6911 views comments | 16 tweets | 16 linkedin
TransferWise launches multi-currency business bank accountsTransferWise launches multi-currency busin...
6811 views comments | 12 tweets | 20 linkedin

Featured job

Six Figure Base + Commission + Stock Options
London

Find your next job