Nuance Brings Voice Biometric Protection to Phone Banking in Mexico

Nuance Communications has announced that its voice biometric solution – the Vocal Password – has been deployed at Banco Santander México. This will effectively replace PINs, passwords and security questions in the bank’s automated phones system.

This is the first time this kind of customer-facing voice biometric solution has been applied in Mexico.

When Banco Santander México call in to the IVR system in order to manage finances over the phone, they will be prompted to say the phrase, “At Banco Santander, my voice is my password.” This will provide enough biometric data for Nuance’s software to authenticate the caller, saving time on both ends of the call, eliminating the need to use easily compromised PINs or inconvenient security questions.

The service at Santander currently has an enrolled customer base of 1.7 million people, and efforts are underway to increase that number.

“As the first bank in México to deploy a voice biometrics solution in this way, we are able to offer our customers the exceptional experience that they deserve,” praises José Ignacio Zorrilla, executive director for multichannel at Banco Santander México. “The ability for customers to use their voice to gain access to their accounts is an easy and natural process, allowing the first point of contact with our bank to be enjoyable and hassle-free.”

“With voice biometrics, banks have a real opportunity to change their customer experience for the better, while at the same time improving security,” says Robert Weideman, executive vice president and general manager for the Enterprise Division of Nuance. “Our voice biometrics technology offers a dependable solution for companies like Santander to improve the overall experience for the consumer by allowing them to use their voice as a passphrase with the added benefit of proven security”

Recently at our sister site, Mobile ID World, Brett Beranek, solutions marketing manager, for Nuance’s enterprise division, granted an interview discussing other financial applications for the company’s voice biometrics technology. Specifically, the conversation is centered around a pilot program with U.S. Bank which uses Nuance voice recognition for a hands free and secure mobile banking app.

May 15, 2014 – by Peter B. Counter