U.S. Bank employees are piloting software that lets customers speak a simple passphrase, such as “my voice is my password” to access a credit card account on a mobile device. The feature – called voice biometrics – allows select credit card customers to use their voice to login with a spoken passphrase so they can access their account balances, search transactions and make a payment on their account in the mobile app.
The next-generation voice biometrics solution, from Nuance Communications, addresses growing consumer dissatisfaction with PINs, passwords, and security questions, while maintaining the integrity of a secure system. With just a simple spoken passphrase, voice biometrics allows consumers to be securely authenticated when they connect with a service provider via a call center or IVR, a mobile app, or the Web, improving the overall service experience for the consumer, and delivering substantial time and cost savings to the enterprise.
“Voice biometrics is a unique identifier that will help us improve the customer experience,” said Dominic Venturo, chief innovation officer for U.S. Bank Payment Services. “Customers are becoming accustomed to using their voice to interact with their smartphones and can become frustrated with key entering passwords. Exploring a spoken passphrase login through this technology is a logical next step in our work in biometrics.”
“We’ve seen unprecedented growth in the adoption of voice biometrics as consumers worldwide have become used to more conversational engagement with their devices, apps and service experiences,” said Robert Weideman, executive vice president and general manager of the Nuance Enterprise Division. “Innovative organizations like U.S. Bank recognize that voice biometrics can bring a new level of convenience and security to the customer service experience. By eliminating the interrogation process that consumers are typically put through and replacing it with a natural, conversational voice interaction, companies can really start to reinvent their customer service experience.”
This latest pilot expands the work U.S. Bank and Nuance began in April, in which voice recognition was used for conducting basic functions, such as to view account balances, search transactions and make a payment on their accounts.
About Nuance Communications, Inc
Nuance (NASDAQ: NUAN) is a leading provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with devices and systems. Every day, millions of users and thousands of businesses experience Nuance’s proven applications. For more information, please visit www.nuance.com.
About U.S. Bank
U.S. Bancorp (NYSE: USB), with $364 billion in assets as of Dec. 31, 2013, is the parent company of U.S. Bank, the 5th largest commercial bank in the United States. The company operates 3,081 banking offices in 25 states and 4,906 ATMs and provides a comprehensive line of banking, brokerage, insurance, investment, mortgage, trust and payment services products to consumers, businesses and institutions. Visit U.S. Bancorp on the web at www.usbank.com.