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Citi to leverage voice biometrics to authenticate its APAC customers

Nurdianah Md Nur | May 20, 2016
The capability is currently available in Taiwan, and will be rolled out to Australia, Hong Kong and Singapore in the upcoming weeks

Citi's Consumer Banking customers in Asia Pacific will soon be verified via their voice when they call into the bank's contact centres.

The voice biometrics authentication capability is currently available in Taiwan, and will be rolled out to Australia, Hong Kong and Singapore in the upcoming weeks.  

The bank expects to have at least 1,000,000 customers actively using voice biometrics authentication in the next 12 months, and that figure to reach 3,000,000 by 2019.

The voice biometrics authentication capability identifies customers through their voice print, which is unique to each person. Clients can opt to enroll by recording their voices, which the bank will use to generate and store their voice prints for matching subsequent calls to Citibank. Each voice print will be uniquely tagged and cannot be reverse engineered once stored.

Once that's done, customers who call into the bank's contact centres will have their identity automatically verified within 15 seconds or less as they explain their reason for calling. This is a reduction from an average time of around 45 seconds currently, or 66 percent less time spent verifying their details currently.

"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 is manually verified. With voice biometrics authentication, we will make the verification process easier, faster, and more secure for clients," said Rahul Joshi, Asia Pacific Head for Consumer Banking Operations, Citi.

 

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