Retail giant Woolworths, who owns and operates various stores such as liquor and grocery stores in Australia, is in the process of overhauling its call centers to bring in new technology intended to streamline services and improve customer interaction including an interactive voice response system for store location services and the potential for introducing voice biometrics down the line, according to an IT Wire article.
While voice biometrics at call centers is most commonly associated with authenticating customers with accounts or sensitive data, Woolworths would be hoping to attach the biometrics to customers using their Everyday Money cards.
In addition to updating technology and introducing new services, Woolworths is also consolidating services to bring external and internal call centers under one operation. The progress report and future plans for Woolworths’ call centers were presented at the Voice Leadership Forum in Sydney where Woolworths was in good company as four of the Australia’s largest banks also announced various stages of implementation of voice biometrics for their call centers.
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