Telefónica uses voice biometrics to personalize CX for seniors
Using Nuance Gatekeeper, Telefónica is giving their senior customers priority service using only their voice.
Description
In the early days of the COVID‑19 pandemic, Telefónica, a leading global telco serving 365 million customers across 12 countries, moved quickly to provide a simple, personalized, secure way to prioritize calls from seniors—one of the groups most at risk.
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Emilio Gayo
President
Telefónica Spain
To ensure its most vulnerable customers could access the support they needed during the COVID‑19 pandemic, Telefónica looked for a way to quickly identify callers over the age of 65 and route them to priority customer service.
Nuance Gatekeeper was implemented in a matter of weeks to allow Telefónica to identify seniors using only the sound of their voice, and fast‑track them to priority assistance.
Telefónica quickly adapted its services to prioritize and protect seniors, helping its most at‑risk customers access vital support, easily and securely. Only requiring the nature of the query, the system was able to verify the age of the clients in less than 3 seconds, with an accuracy of more than 95%.