When I read my book “Geheimer Verführer Stimme”had pointed to the first attempts in Germany to release telephone account queries via voice recognition, this still sounded quite utopian. The British Barclays Bank has recently replaced the conventional security questions and PIN entry with biometric control when talking to customers on the phone. Customers are identified only by their voice for telephone inquiries.
Bank relies on customer voice for account security
Instead of answering a security question, naming the customer password or a code, a short chat with the bank employee will be enough in the future. Within 30 seconds, software recognizes whether it is actually him based on the customer's voice. To do this, the voice is compared with a stored template file.
Biometry
Barclays' private banking division, Wealth, is the first bank in the world to use voice analysis to identify its clients, reports the Telegraph . Erst danach, wenn die biometrische Lösung nicht funktioniert, kommen die bisherigen Methoden zum Einsatz. Die Bank verwendet dafür Software der führenden Spracherkennungsfirma Nuance, die unter anderem für Apples Siri oder Samsungs S-Voice verantwortlicht ist.
Customers are satisfied
According to the bank, the customer does not have to remember passwords or PINs. Initial customer reactions are consistently positive. The speed and convenience of the solution are praised. Biometric customer recognition is now to be rolled out in the parent company.
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