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HSBC sings the praises of Voice ID

HSBC sings the praises of Voice ID

HSBC claims that the introduction of voice biometrics at its call centres has prevented almost £400 million of customers’ money from falling into the hands of telephone fraudsters in 2019.

VoiceID, which was introduced by HSBC in 2016 and is currently used by over 2 million active customers, works by recognizing unique characteristics of a customer’s voice, to enable safe and speedy access to telephone banking.

The bank says that since the technology has been introduced in the UK, over 29,000 fraudulent calls have been identified, with over £395 million worth of customers’ money protected. In 2019, more than 17,000 fraud calls were identified, double the amount in 2018.

The increased activity by fraudsters is thought to be as a result of a significant number of high-profile third-party data breaches, phishing emails and scam text messages that have taken place over the last couple of years.

Kerri-Anne Mills, head of contact centre and customer service at HSBC UK, says: “We are now enrolling around 16,000 customers in Voice ID each week and the technology continues to be instrumental in the fight against fraud, providing a library of fraudsters’ voice prints to cross check against new incoming calls.”

Comments: (1)

Alex Robinson
Alex Robinson - TSB - London 19 March, 2020, 14:18Be the first to give this comment the thumbs up 0 likes

£400m in fraud savings is a huge number and helps to show the value and the benefit of voice biometrics.  Consumers seem increasingly comfortable using biometrics to access banking services and PSD2 SCA changes will no-doubt accelerate this further.  It's also interesting to hear that HSBC have seen a big increase in fraud attempts through the telephone channel in 2019, maybe this is a response to PSD2 changes and migration due to increased security measures online and in e-commerce. 

Voice biometrics also seems to offer the flexibility to use across multiple channels, F2F, and via mobile App in addition to telephone channel.  So getting millions of customers registered may open up additional service options, though with the proliferation of additional customer authentication options it increases the need for banks to have a sophisticated decisioning platform combining risk-based authentication and fraud decisioning to minimise customer friction.