The BNZ implemented Voice Biometrics in late 2013 and while its enrolled base isn’t yet massive (110,000), within its first 14 months of operation has 47% of volumes of people calling the contact centre able to verify using their voiceprint every day. This is one of the key lessons – target the high frequency calling database – that ensures that the effort to enrol callers is quickly returned in time saved having to manually authenticate.
The most market uplift has been seen in the customer satisfaction which leapt relative to the other NZ banks at the time BNZ deployed both voice Biometrics and Speech Recognition to improve customer experience when calling the contact centres.
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.