RISK: RBC introduces “voice biometrics”

Proponents say the technology increases security and speeds up customer service

RBC is introducing “voice biometrics” technology to identify clients calling the bank’s call centres.

The bank says it’s the first Canadian company to create and identity a person’s “voiceprint,” which includes more than 100 characteristics, such as pitch and accent, in a regular conversation.

Using voice biometrics increases security and speeds up the customer service process, proponents say.

Manulife implemented similar technology for commercial clients last month.

“It’s easy to pick up a piece of mail and look at someone’s confidential information, but you can’t steal a voice,” said Joanna Lohrenz, vice president of contact centres and customer experience at Manulife.

CIBC is researching clients’ appetite for voice-authenticated banking. It recognizes the financial industry has ben slow to adopt new technology but creeping out clients isn’t the answer.

 

Copyright © 2017 Transcontinental Media G.P.
Transcontinental Media G.P.