Nuance strengthens Bank Australia’s authentication processes
16 March 2021 17:32 GMT

Nuance Communications has announced that Bank Australia, one of Australia’s leading customer-owned banks, has deployed Nuance Gatekeeper, the world’s most advanced biometrics solution for authentication and fraud detection to improve the customer experience. Following a pilot rollout in December of 2020, Bank Australia is now offering biometric protection to all customers. With this voice technology deployment, Bank Australia aims to provide the latest standard of excellence in customer service and digital experience.

“We are excited to offer our customers an easier and more secure way of banking with Bank Australia through our partnership with Nuance,” said Brad Jordon, Bank Australia Chief Operating Officer. “Our team will save time usually spent on repetitive authentication processes to enable greater focus on customer needs and experience without compromising on security. We take more than 400,000 calls per year, so we look forward to improving customer experience and adding this extra layer of security to their accounts.”

Nuance’s biometric solution now powers Bank Australia’s VoiceID service, authenticating customers via their voice in mere seconds, eliminating the need for passwords or security questions, and ultimately offering a higher standard of security and convenience. As fraudsters continue to develop new methods for bypassing the knowledge-based authentication methods used by call centers—from social engineering to AI-powered deepfake technologies—the need for such reinforced authentication systems is clear.

Customers can now choose to create their unique, encrypted voiceprint with Bank Australia through a simple phone conversation. Each time the customer contacts Bank Australia, over 1000 characteristics of their voice–such as pronunciation, pitch and cadence–will be analyzed by Nuance’s biometric solution, verifying their identity within seconds. The process requires no additional input from the customer and is one of the safest ways to verify callers’ identities.

“There has never been a greater need for biometric authentication technology and the superior fraud protection and digital experience it provides in the finance industry. Consumers are banking online more than ever before and the fraud threat is increasing as a result,” said Brett Beranek, Vice President and General Manager, Nuance. “We are proud to partner with Bank Australia to innovate their contact center offering their customers a simpler and more secure way to access their banking services.”

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