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U.S. Bank employees are piloting software that lets customers speak a simple passphrase, such as “my voice is my password” to access a credit card account on a mobile device. The feature – called voice biometrics – allows select credit card customers to use their voice to login with a spoken passphrase so they can access their account balances, search transactions and make a payment on their account in the mobile app.
The next-generation voice biometrics solution, from Nuance Communications, addresses growing consumer dissatisfaction with PINs, passwords, and security questions, while maintaining the integrity of a secure system. With just a simple spoken passphrase, voice biometrics allows consumers to be securely authenticated when they connect with a service provider via a call center or IVR, a mobile app, or the Web, improving the overall service experience for the consumer, and delivering substantial time and cost savings to the enterprise.
“Voice biometrics is a unique identifier that will help us improve the customer experience,” said Dominic Venturo, chief innovation officer for U.S. Bank Payment Services. “Customers are becoming accustomed to using their voice to interact with their smartphones and can become frustrated with key entering passwords. Exploring a spoken passphrase login through this technology is a logical next step in our work in biometrics.”
“We’ve seen unprecedented growth in the adoption of voice biometrics as consumers worldwide have become used to more conversational engagement with their devices, apps and service experiences,” said Robert Weideman, executive vice president and general manager of the Nuance Enterprise Division. “Innovative organizations like U.S. Bank recognize that voice biometrics can bring a new level of convenience and security to the customer service experience. By eliminating the interrogation process that consumers are typically put through and replacing it with a natural, conversational voice interaction, companies can really start to reinvent their customer service experience.”