Success story – Using self-service voice biometrics

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.

Download case study (pdf. Open a new window) Explore Biometric authentication

Since the ‘Firma de Voz Banorte’ project was implemented, pensioners have been able to provide proof of life from home 24 hours a day, 365 days of the year, even if they are out of the country.

Andres Gallegos
Customer Service Sub Director
Pensiones Banorte

Nuance’s voice biometric authentication achieved


first contact resolution


authentication success rate


customer satisfaction

Learn how you can improve customer experiences and save costs with biometric authentication from Nuance.