Barclays Rolls Out Voice Biometrics For Telephone Banking

Barclays have announced the demise of banking passwords in favour of voice biometrics technology at its contact centres, meaning that customers will be authenticated when they start talking.

Customers who contacted Barclays contact centres had previously been required to divilge their or 16-digit debit card numbers in order to verify themselves.

With the new automated system, customers will have their voice recorded and held on file by Barclays then, when their customers contact the contact centre to access their bank accounts, they will have a ‘conversation’ with the Nuance Freespeech voice biometrics software and if successful their customer account details are verified.

Barclays began using the Nuance system at its wealth management arm in 2013, finding that 93% of customers rated the technology at least 9 of 10 for speed, ease of use and security.

Next month the bank is extending it to all customers (although there is an opt-out option), claiming that the technology is not only quicker than passwords but a more secure barrier against fraud.

barclays.cooper.image.aug.2016Steven Cooper, CEO, personal banking, Barclays, commented,

“We can all relate to the frustration of forgetting a password at the crucial moment.

Voice security can cut out that part of the call completely and, unlike a password, each person’s voice is as unique as a fingerprint.”
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