Barclays 2013 Annual Report Download - page 47

Barclays Wealth and Investment Management is the first
wealth manager to introduce a pioneering ‘voice security’
service which stores the unique biometric (with more
characteristics than a fingerprint) of an individual’s voice
print to securely and quickly confirm a client’s identity.
Last year, Barclays Wealth and Investment Management successfully
rolled out a cutting-edge service enhancement which is used to
identify customers by the sound of their voice, greatly improving the
client experience.
When a customer calls Barclays Wealth and Investment Management
to access their account and completes the traditional knowledge based
identification process their voice print is captured and they are asked if
they would like to enrol in the service.
The next time they call Barclays, the customer engages in a few
seconds of natural conversation with a customer service agent. During
that time, the voice biometrics technology is used to compare the
customer’s voice to their unique voiceprint on file, and silently signals
to the Barclays representative when the customer’s identity has been
verified.
This approach has been welcomed by customers who have seen the
time taken to verify their identity fall from 1.5 minutes to less than 10
seconds.
94% of clients scored at least nine out of 10 for the speed, ease of use
and security of voice authentication.
Innovating security and simplicity
with voice biometrics
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