Nuance Delivers Germany’s First Call Center Voice Recognition System

“…Nuance said it was the first such use of voice biometrics in Germany, and asserted that the technology was already improving customer satisfaction while reducing call times.”

Nuance Communications‘ voice biometrics technology has arrived in Germany, in what the company says is an industry first.Nuance Delivers Germany's First Call Center Voice Recognition System

The company’s client, Deutsche Telekom, is now using Nuance’s technology to authenticate individuals calling into its customer service line. The telecom was already using Nuance’s conversational AI platform on the phone system, and evidently decided to improve convenience by allowing them to confirm their identities simply by speaking the phrase, “Bei der Telekom ist meine stimme mein passwort” – “At Telekom, my voice is my password.”

In a statement announcing the deployment, Nuance said it was the first such use of voice biometrics in Germany, and asserted that the technology was already improving customer satisfaction while reducing call times.

For Deutsche Telekom’s part, Managing Director of Service Ferri Abolhassan said, “We’re proud to be leading the way as the first German telecommunications provider to deploy voice biometrics on our service hotlines and making this advanced technology available to our customers.”

The deployment represents a further expansion of Nuance’s presence in Europe, with the company having announced a deployment with the Czech Republic’s largest bank at the start of summer.

September 4, 2018 – by Alex Perala