In 2011/12 we worked with St George Bank to implement a biometrics solution that was unique, identifying customers without necessitating a bank issued customer identifier.
With multiple ways for callers to identify themselves, including using their name, rates almost tripled, driving a sizeable amount of the business benefit even before verification. There is a significant amount of work and tuning to nail down “name” as a strong identifier but clearly it is something that customers are pretty good at remembering, along with their date of birth. Even with only a handful of enrolments per consultant St George is targeting hundred of thousands of customers using voice biometrics each year.
We’ve included a story of the implementation below…
Auraya, developers of the ArmorVox™ Speaker Identity System, recently caught up with Paul Jennings, previously the Program Director Contact Centre Transformation, to discuss Voice Biometrics at St George Bank and how it has the potential to enrol 30,000 callers each month.
Paul Jennings said “The system allows customers to either say their “access code” or “name and date of birth”. It’s a seamless, customer friendly and secure process. Each agent is enrolling 2 customers per day resulting in nearly 30,000 enrollments per month”.
Mr Jennings said “A key challenge is integrating all components of the overall solution”.
We certainly agree with his statement as the success of voice biometrics, as with speech recognition deployments, is about much more than just the design and rollout of the technology and application. We’ve shared some of our thoughts here on just a few questions that should give you a flavour of the sort of things that need to be considered. And for banks, in particular there are many more:
that’s a start…
Flare Design assisted with detailed design requirements and user interface experience design, although some aspects were de-scoped during the development. The use of a non bank issued identifier is a critical part of St George’s design, and while not completely unique, reflects on the banks directive to make the interface customer centric.
This is not the only way callers can access voice biometrics at St George, but it is definitely a preferred approach, ahead of reading out customer or card numbers. It also makes it extremely easy for customers to provide all the details required, rather than recall passwords or PINs that can easily be forgotten.
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.