India’s Icici Bank is introducing voice recognition technology at its call centres, enabling customers to authenticate themselves simply by speaking.
Credit card and savings account customers can now let the bank store their voice prints so that they are immediately identified when they call from a registered mobile number.
The technology – which picks up on 100 characteristics including voice modulation, speed, accent and pronunciation – means customers no longer need to supply their card numbers and PIN or answer security questions.
Chanda Kochhar, CEO, Icici, says: We have noticed that the customers, especially those who use smart phones, find it difficult to enter the 16 digit card number and the 4 digit PIN with accuracy and at a reasonable speed.
“We wanted to offer them a secure and hands-free alternative to the traditional on-screen commands on smart phones. The voice recognition service has the potential to increase security and convenience.”