A major Swiss telecom has successfully embraced voice recognition for customer authentication. Swisscom has announced that the NICE Real-Time Authentication system is now fully operational in its call-in center.
First launched by Swisscom in late summer, the system is based on natural speech, allowing for completely passive customer identification. In a statement announcing the deployment, Swisscom and NICE EMEA asserted that it has reduced the time required for customer authentication by 22 seconds on average, and that “biometrics-based authentication is more secure than other caller identification methods.”
Swisscom Head of Customer Care Pascal Jaggi called the move “a huge differentiator for Swisscom, setting us apart as a leader and innovator in the telco market.”
That may be the case for now, but in the near future the use of this kind of biometric authentication could be standard. Voice recognition has proven particularly popular lately in the financial services sector, but Swisscom isn’t the only telecom in the world to have embraced this technology, and it appears very likely that it will be far from the last.
December 7, 2016 – by Alex Perala