Nuance VocalPassword—Omni-channel customer engagement success stories

Adiós to PINS, passwords, and security questions

Millions of Santander customers simply use their voice to access their accounts.

Company profile

In July 2010, the Mexican Government announced legislation for new security parameters by which all Mexican banks must abide when identifying and authenticating their customers. These included the use of personal questions, a 6-digit telephone PIN, OTP (one-time password), or biometrics.

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Santander uses Nuance Voice Biometrics

As the first bank in México to deploy a voice biometrics solution in this way, we are able to offer our customers the exceptional experience that they deserve. The ability for customers to use their voice to gain access to their accounts is an easy and natural process, allowing the first point of contact with our bank to be enjoyable and hassle-free.

José Ignacio Zorilla
Executive Director for Multichannel and Innovation
Banco Santander Mexico


  • Compliance with government regulations
  • 60-65% authentication failure rate
  • End-user dissatisfaction with current authentication method
  • AHT for authentication by an agent of 1.2 minutes



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