“The voice authentication system acts as a replacement for passwords and security questions, and thus should help to cut down call times.”
Barclays is enabling voice authentication for all customers calling in to its phone lines.
It’s an expansion of a pilot project first undertaken in 2013, when Barclays became the first bank in Europe to launch biometric voice authentication for customers. Barclays says it is going to fully roll out the Voice Security program this month.
The voice authentication system acts as a replacement for passwords and security questions, and thus should help to cut down call times. Moreover, as a passive authentication mechanism, it should allow for a more convenient customer experience for callers.
In a statement announcing the move, Barclays Personal Banking CEO Steven Cooper explained, “Barclays is constantly looking at ways to improve services for customers and make it easier for them to get things done quickly; this is the perfect example of technology that does exactly that.”
In embracing voice recognition security for its call centers, Barclays is part of an emerging trend, with other major banks like Citibank and HSBC also adopting the technology for their phone-based services.