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Nuance security and biometrics—Omni-channel customer engagement success stories

Major financial institution becomes the world’s first asset management firm to use passive voice biometrics in its IVR.

Customers are securely verified from their interaction with the IVR.

Company profile

A major financial institution, and one of the world’s largest asset managers, is the first financial institution to deploy passive voice biometrics in its IVR. Customers can now be seamlessly and securely authenticated by conversing naturally with the IVR before they reach an agent.

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Being able to authenticate our customers with passive voice biometrics in the IVR means we know exactly who’s calling—and what their issue is—before they even reach an agent.

Customer experience leader
Major financial company

Background

This financial institution is one of the largest asset managers in the world, and it’s no stranger to using voice biometrics for customer authentication. After deploying the technology across its contact centers in 2017, the company has had over five million customers sign up to the service, achieving a 99% authentication success rate to date.

Voice biometrics is a competitive differentiator when it comes to customer experience and fraud prevention, and it’s used by financial institutions all around the world. But this asset management firm wanted to innovate even further, and secure its competitive edge in the market. That’s why it wanted to bring passive authentication into the IVR—something that had never been done before.

The company wanted to authenticate callers during their interaction with the IVR, through natural conversation, before they even reach an agent.

The problem was that callers only provide an average of one second of audio during an IVR interaction, making biometric authentication a near-impossible task. In fact, Nuance predicted the team would only be able to see a 10% successful verification rate.

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