Nab Launches Voice Biometrics

(2009) In an Australian banking industry first, NAB Personal Banking today announced the deployment of a voice biometric identification and verification function aimed at delivering enhanced customer experience and security.

The new service will make NAB customers’ telephone banking experience much simpler without the need to remember cumbersome passwords and PINs, and it will protect their privacy.

The launch of the new voice biometrics service follows NAB’s multi-million dollar investment into improving customer security throughout its national branch, ATM and direct channel networks.

The new speech security function is now available to NAB’s 3.3 million Personal Banking customers, after the completion of the successful internal pilot involving 2,000 branch staff throughout May.

NAB Personal Banking’s Executive General Manager for NAB Retail, Warren Shaw, said NAB was always looking for ways to improve customer experience and deliver the highest levels of security.

“Our objective is to provide customers with a more convenient, faster and easy-to-use telephone banking experience while simultaneously improving identity security.

“With identity theft related fraud increasingly moving to the phone channel, the use of voice biometrics enables the effective identification, authentication and verification of customers, offering an extra layer of protection,” Mr Shaw said.

Flare Design consulted on both the open speech and voice biometric projects at NAB, focusing on stakeholder engagement, strategy, agent process, and user interface design. The result was the delivery of a new and more seamless phone experience for customers and agents, where we delivered a more integrated desktop that melded with the agents call handling workflow. By keeping a firm grip on the way agents would also use the system we were able to provide the technology vendors with a clear set of deliverables and deliver against the business need.

For the full NAB article go… here.

About Flare Design: Flare are leaders in voice biometric customer experience and business process design. We bring a complete end-to-end view of the impacts, pitfalls and mitigating strategies of voice biometric implementations, change and the impact on staff.