The ATO is committed to delivering a contemporary
digital experience for clients and excellent customer
service to Australian taxpayers. As a result, the
organization sought to improve the customer experience
across its contact center, online and mobile channels
by introducing Nuance’s voice biometrics solutions. The
ATO is the first‑ever organization to offer multi‑channel
voice biometrics, providing the ability to authenticate by
voice within its call centre and mobile application.
Prior to implementing Nuance’s voice biometric
technologies, the ATO received approximately 8 million
calls per year from the community, with the majority of
these calls requiring an ATO agent to verify the caller’s
identity. The existing authentication process required
customers to provide personal details or have the correct
documentation details in front of them when they called
the ATO. This process was time consuming for the ATO’s
contact center agents, taking agents a combined total
of 75,000 hours annually. In addition, it meant regular
callers needed to be continuously verified.
To solve this, the ATO set out to improve the customer
experience across its contact center and mobile
channels through the deployment of voice biometrics, a
core technology capability available from Nuance.