Citi Brings Voice Authentication to Indian Customers

“The launch of the system in India follows recent deployments in the Philippines and Malaysia…”

Citibank has brought its voice-based authentication system to India, the bank has announced.

Citi Brings Voice Authentication to Indian CustomersThe system identifies customers calling the bank’s phone lines via voice biometrics, rather than through security questions or PINs. The aim is to improve the customer experience and to save time, with The Economic Times reporting that the bank expects to save a hundred thousand hours collectively per year by implementing the system in the country.

The launch of the system in India follows recent deployments in the Philippines and Malaysia, with Citi having asserted last year that its aim is to become the first bank in the world to bring voice authentication to its call centers across the entire APAC region.

Citi South Asia Head of Operations & Technology Anand Chopra told media that the bank is anticipating “a very high uptake for the use of voice biometrics authentication amongst our customers” in India. The concept of biometric authentication is indeed an increasingly familiar one in the country, with its pioneering biometric national ID program, Aadhaar, finding a widening range of use cases in the civil sector.

Sources: The Economic Times, The Hindu

January 11, 2017 – by Alex Perala