Transamerica Launches Voice Biometrics and NLU Solutions

Transamerica today launched Transamerica Voice Pass, a feature developed with Nuance Communications that leverages voice biometrics technology within a natural language understanding system.

Customers calling Transamerica's customer care service centers will be able to authenticate and access their accounts while also identifying the reason for their calls, simply by speaking. Once a customer is enrolled in the optional service, he simply speaks the passphrase, "At Transamerica, my voice is my password," to securely access his accounts, without the need for additional passwords, PINs, security questions, or subsequent calls.

Voice Pass verifies the customer's voice against the unique voiceprint on file and, if matched, access is granted. Voice biometrics analyzes more than 100 physical and behavioral voice characteristics to identify and verify individuals by their unique voiceprints.

"At Transamerica, we're determined to make it as safe, simple, and convenient as possible for our customers to interact with us," said Gerard Rescigno, Transamerica's chief technology officer, in a statement. "Implementing Voice Pass is an extension of that commitment, allowing our customers to communicate with us more easily and with added security. We're excited to deliver this innovative and trusted technology to enrich the overall customer experience."

"Consumers today expect natural, effortless, and secure experiences from the companies with whom they do business," said Robert Weideman, executive vice president and general manager of the Enterprise Division at Nuance, in a statement. "Transamerica's Voice Pass with Nuance's voice biometrics and natural language understanding provide a unique balance of convenient, conversational, and secure experiences right from a customer's first point of contact. We are proud that Transamerica is the first organization in the U.S. to roll out this powerful enhancement to its customers."

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