The National Australia Bank has deployed a voice recognition system from Telstra, an Australian telecommunications company, and Salmat VeCommerce, a supplier of voice self-service solutions. It will allow customers to access their accounts with nothing more than their voice, which will replace the need for a PIN or password.
Using voice biometric functionality, once callers have registered their unique voiceprint, they simply need to recite their individual account number to have their identity verified.
The solution, called VeSecure, is designed to improve the customer experience on NAB’s telephone banking and enhance security and privacy by removing the need for customers to remember their PINs and passwords.
This follows the deployment of VeConnect at the bank earlier this year to enhance the routing of telephone banking calls and the launch of a single telephone number to cover all of the bank’s customer enquiries.
Telstra spokesperson Rocky Scopelliti said the introduction of speech recognition and voice biometric technology at NAB has set an Australian benchmark for customer service in the banking industry.