Pensiones Banorte implements self‑service “Proof of Life” confirmation with Nuance
Delivering superior customer service is a critical priority for Pensiones Banorte, whose customer base is older and often less technologically‑savvy. But “Proof of Life” regulations can make this difficult: In order to prevent fraud, the government requires pensioners to validate their identity before releasing their benefits. Traditionally, verification was done in person; however, this created serious accessibility challenges for aging citizens who have difficulty traveling.
To better serve their customers, Pensiones Banorte turned to Nuance to help them implement a secure way to confirm Proof of Life at a distance using voice biometrics. Since the solution was implemented in 2014, the firm has increased customer satisfaction while delivering substantial secondary benefits to customers and their families.
Customer Service Sub Director
first contact resolution
authentication success rate