One of India’s leading banks has introduced voice recognition technology at its call centers making it possible for customers to authenticate themselves simply by speaking into their mobile device. According to the bank, credit card and basic account holders will be prompted to save their voice prints with the bank so that they are immediately identified when they call from a registered mobile number and making the authentication process more seamless.
The bank has announced that the voice recognition technology identifies 100 characteristics including voice modulation, speed, accent and pronunciation to ensure even greater authenticity than if a customer was handing over sensitive information which can potentially be stolen. Commenting on the new service, Chanda Kochhar, CEO at ICICI Bank said,
“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.”
While it is consumer adoption and use of this service may start low, the call center is increasingly becoming an important channel for banks in communicating and interacting with their customers. As a result making the call center experience a smooth and positive encounter for customers is vital. By removing the tedious and often annoying roadblocks in authentication, ICICI is taking a big step forward in improving the call center environment for customers.
Overview by Tristan Hugo-Webb, Associate Director, Global Payments Advisory Service at Mercator Advisory Group
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