NAB was the first major financial institution in the AsiaPacific to deploy voice biometrics in front of the contact centre. Flare Design led the research, design and pilot, successfully completing the launch in 2009. This project led from the front, developing a specialist enrollment team within the contact centre able to sign-up 30 plus customers per day per agent, and handle all the help desk functions for voice biometrics.
The learning from this original work has allowed us to significantly enhance the strategies and designs for these types of deployments and we continue to support NAB where possible to refine and develop greater value from its biometrics solution. The second generation of enrolment and verification call flows for this biometric design has just recently been released, (late 2012).
This development is evidenced through more recent announcements, discussed below…
Late in 2012 NAB executive general manager, Adam Bennett, fronted a media lunch in Sydney, discussing Voice Biometrics and possible extension beyond the contact centre.
NAB has recently re-vitalised its voice biometrics solution, originally deployed in late 2009. Part of the enhancements have been an an improved enrolment process, enabling customers to move much faster and more successfully through that low value part of the process.
“It’s a very robust approach to security.” Mr Bennett said.
“It is currently only used for the security of calls to the NAB contact centre but could eventually be used for ATM machines” he said. Bennett, who previously held the position of CIO at NAB, also believes that customers are now more comfortable using voice recognition, thanks to Apple’s Siri technology.
Having been part of the initial design and working closely with NAB, we agree. The technology is sound and foundation is in place for the bank. We know, from experience, that customer love it, and it will eventually change the landscape for the better, making security more seamless and secure for both customers and the bank.
We are currently working on some exciting projects taking voice biometrics much further than the early designs, all part of the passion we have for making customer service better! Mind you, they’ll be hard to spot – these new designs are that seamless.
See other media comments on NABs voice biometrics here