Citi Malaysia has said that voice biometrics are having a major impact on its customer operations although the technology was only implemented last year.
In a statement on its website, the bank has said that the bank has seen a 66% reduction on the time spent verifying client details since deploying the technology last August.
Speaking to Star Online’s A+M, staff confirm that voice biometrics are having a major impact.
“The voice biometrics authentication capability underscores Citi’s focus on technology to better serve our customers. We know that remembering different PINs and answering multiple questions can make the process frustrating. With this new capability, we offer our customers a faster and more secure authentication for a better customer experience,” Anand Selva, APAC head for consumer banking, Citi Malaysia said.
“Biometrics will play a critical part in the future of banking, and we are excited to be paving the way for Citi globally. Today, our call centers in Asia Pacific receive about 35 million calls annually, of which a large portion are manually verified. With voice biometrics authentication, we will make the verification process easier, faster, and more secure for clients,” Rahul Joshi, APAC head for consumer banking Operations, Citi Malaysia added.
Currently, according to its website, Citi Malaysia claims to have over 15 million consumer banking customers in the region, and the bank expects to have at least 1,000,000 customers actively using voice biometrics authentication in the next 12 months. Within three years the bank expects the number of users to grow to 3,000,000.