Czech bank introduces voice biometrics for call centre customer authentication

Czech bank introduces voice biometrics for call centre customer authentication

The Czech Republic's largest bank, Česká spořitelna, has rolled out voice biometrics technology from Nuance Communications, enabling customers to identify themselves to call centre staff simply by speaking.

The technology means that customers of Erste Bank-owned Česká no longer need to remember answers to security questions, PINs or passwords.

Instead, they are authenticated through the course of natural conversation with a call centre agent, with Nuance’s technology working in the background to measure physical and behavioural characteristics of callers’ voices, matching them with on-record unique voiceprints.

"The technology takes the hassle out of authentication. It’ll be faster, safer and easier for customers compared to having to remember lots of different passwords. It also means our colleagues can focus on helping customers with their banking needs instead of dealing with password resets,” says Bohuslav Hruša, digital infrastructure expert, Česká.

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