Swedish banking group SEB is deploying speech recognition technology from Syntellect to cut down on the number of password reset enquiries handled by the bank's internal helpdesk.
The VistaVoicePass solution, one of Syntellect's new packaged business solution modules, will use both advanced speech recognition and speaker verification technologies to serve the bank's 10,000 employees in Sweden, with the potential to extend to 5000 employees in Germany.
The telephone-based self-service system has been introduced in an attempt to shield help desk operatives from routine employee password enquiries. SEB IT Service, a subsidiary within the SEB Group, services the internal helpdesk.
Ulf Franzén, manager for workplace-related services for SEB's IT Services, says the system will ask SEB employees a series of simple questions such as 'please speak your name'.
"Through this dialogue, the solution will not only capture relevant information but also identify the caller, using speaker verification to match the employee's voice against a digital voiceprint," he says.