Speech Technology Magazine

NAB Deploys Voice Biometrics

Australian bank seeks to improve security and customer experience.
Posted Nov 21, 2012
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In an Australian banking industry first, NAB Personal Banking announced the deployment of a voice biometric identification and verification function aimed at delivering enhanced customer experience and security.

The new speech security function is now available to NAB's 3.3 million Personal Banking customers, following the completion of the successful internal pilot involving 2,000 branch staff throughout May.

"Our objective is to provide customers with a more convenient, faster, and easy-to-use telephone banking experience while simultaneously improving identity security," said NAB Personal Banking's executive general manager for NAB retail, Warren Shaw, in a statement. "With identity theft–related fraud increasingly moving to the phone channel, the use of voice biometrics enables the effective identification, authentication, and verification of customers, offering an extra layer of protection."

The new speech security service will enable customers calling NAB's Customer Contact Centre to register a print of their unique voice pattern, the bank said.

"This will allow NAB to accurately confirm an identity, ensuring that a person really is who they say they are," said Shaw. "Once enrolled with the speech security service, customers have an alternative to remembering passwords or PINs, as their voice will become their password. The new security solution will save a lot of time, confusion, and frustration."


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