How Voice Biometric Authentication Improves Bank CX - a podcast by American Bankers Association

CEO Brad Paige talks about “the first security enhancement that we’ve done that actually improved the customer experience.” The enhancement: digital voice authentication. By recording 30-45 seconds of audio, customers can opt in and create a unique voice print. Then, when they call, they can be authenticated within two to three seconds, Paige says. With more than 1,400 customers signed up, the customer feedback has been good and the bank has stopped multiple fraud attempts.

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