The NAB website highlights that around 40% of its customers don’t know their NAB customer number and/or PIN. This was a key factor in the introduction of “Speech Security”, a voice biometric project that Flare Design helped deliver in 2009/10. The project specifically targeted those callers unable to navigate the self-authentication, offering faster and simpler access to customer support.
Flare Design research into callers attitudes shows a clear preference for voice biometrics over conversing with the agent about personal or account details to authenticate.
This implementation has been continuously enhanced and tuned and remains the largest voice biometric deployment in the banking industry in Australia today, Tim Andrew, previously general manager for ATMs and self-service at National Australia Bank, reporting that around 130,000 had enrolled in 2011.