TalkTalk Rolls Out Nuance Voice Biometrics Across the U.K.

TalkTalk has chosen Nuance Communications' voice biometrics technology to improve the customer experience in its automated phone system. This authentication solution is being integrated with TalkTalk's interactive voice response (IVR) system, which uses Nuance’s natural language understanding technology to allow customers to speak naturally instead of navigating through phone menus.

Through the partnership with Nuance, TalkTalk is the first telecom company in the United Kingdom to tap into voice biometrics. Rather than stating passwords and personal details, enrolled customers can now use their voices as their passwords, simply saying: "With TalkSafe, my voice is my password." Nuance's voice biometrics technology compares the customer's voice to stored voiceprints and securely authenticates the customer or flags the call if fraud is suspected.

"We've listened to what our customers have told us about wanting a simple, secure service. TalkSafe is an important and exciting step on that journey," said Tristia Harrison, TalkTalk's consumer managing director, in a statement. "As the first U.K. telecom provider to roll out voice biometrics as standard, we're proud to be leading the way in making this advanced technology accessible to millions of homes across the country at no extra cost."

"It is no secret that consumers have higher expectations and demands for the type of service they receive from the companies they do business with,"said Robert Weideman, executive vice president and general manager of the Enterprise Division at Nuance, in a statement. "TalkTalk is taking a giant step in the right direction by setting the bar high when it comes to offering a differentiated and personalized interaction with their customers. The experience is more natural and compelling from the second the phone call begins and lasts throughout the entire length of the customer service process."

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