Tatra Banka Deploys Nuance FreeSpeech for Voice Biometrics
Tatra Banka, the Slovakia-based subsidiary of Raiffesen Bank International AG, has deployed Nuance Communication's FreeSpeech voice biometrics solution to securely and automatically authenticate the identity of its customers.
Until recently, when Tatra Banka's customers contacted the bank's customer service department, they had to prove their identity by scanning a card with a card reader before proceeding with their call. Today, when customers call Tatra Banka, they engage in 10 to 15 seconds of natural conversation with the service agent in order to verify their identity by voice and gain access to DIALOG Live, Tatra Banka's customer service system.
"Client servicing trends in banking are contradictory at first glance—fast and simple services for clients with the highest possible level of security," according to Igor Vida, CEO of Tatra Banka. "We succeeded in meeting these two conditions thanks to voice biometrics. As the first bank in Central Europe to deploy a voice biometrics solution in this way, we allow our clients to access our banking services with a unique security tool they carry with them at all times—their voice."
During the customer's conversation with the agent, Nuance FreeSpeech voice biometrics technology compares the customer's voice to his unique voiceprint on file with Tatra and silently signals to the service agent when the customer's identity has been verified, allowing access to DIALOG Live. Since the introduction of Nuance's FreeSpeech voice biometrics at Tatra Banka, more than 90,000 customers have enrolled in the solution.
"We're seeing unprecedented global interest in biometrics for user authentication, and voice biometrics in particular offers a solution for the enterprise that is both secure and convenient, and which simplifies the first point of customer service contact—currently a common frustration point for so many consumers," said Robert Weideman, executive vice president and general manager of the Nuance Enterprise Division, in a statement. "Organizations like Tatra Banka are able to deliver a much more convenient and secure experience to their consumers by simply engaging them in conversation to authenticate, as opposed to requiring special hardware, passwords, or PINS. The entire experience becomes smoother for both the consumer and the agent, an added benefit beyond the security."