Major financial institution deploys passive voice authentication in the IVR
Extending their Nuance voice biometrics solution into the IVR, the company is able to seamlessly authenticate 79% of customers before they reach an agent, eliminating the need for lengthy, frustrating knowledge-based authentication.
Description
After delivering a smoother live agent experience using Nuance voice biometrics, this financial institution wanted to bolster its competitive edge by authenticating callers in their interactive voice response (IVR) system, even before they reach an agent.
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“ Authenticating customers in our IVR creates a more seamless experience and saves time for both agents and callers. ”
Customer Experience Leader
Major financial institution
Challenge
Authenticate customers before they reach an agent and eliminate the need for passwords or security questions to improve experiences and reduce costs.
Solution
Passive voice authentication from Nuance identifies customers during their voice‑controlled navigation of an interactive voice response system (IVR).
Results
Passive voice authentication in the IVR makes customers feel recognized and welcomed by agents while reducing average handle time on customer calls.