To give its clients and customers a better service when it comes to account authentication and protection, the country’s largest foreign bank recently launched Voice Biometrics. This groundbeaking authentication Voice Biometrics enables bank clients without the need to remember passwords, or personal identification numbers, or answer a series of questions to verify their identities.
A brief demonstration were shown to the media when it was launched last October 4 inside Isabela A of Makati Shangri-La Hotel by Citi Philippines CEO Aftab Ahmed and Consumer Banking Head Bea Tan as they announced the introduction of this technology to the Philippines. With this launch, Citi’s more than 1 million clients in the country can now enroll in Voice Biometrics and let their voices be the means for authentication of their phone banking transactions. The program was hosted by Tess Prieto-Valdes, who is also enrolled to Citi’s Voice Biometrics feature.
“We are proud of our strong track record in innovation, and we are delighted to once again the lead in introducing a game changer in the banking industry,” said Ahmed. “We are relentlessly focused on making it more convenient for our customers to bank with us. Voice Biometrics will deliver convenience and additional protection for their accounts.”
The Voice Biometrics also enables clients to a shorter phone banking transactions. 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.
The voice biometrics authentication capability identifies customers through their voice print, which, similar to a fingerprint, is unique to each person. Citi 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.
“Voice biometrics is a great example of how we at Citi listen to our clients and leverage technology to address their concerns,” explained Tan.
To date, voice biometrics authentication has been implemented in Taiwan, Australia, Hong Kong, Singapore, and Malaysia. Asia is an important region for innovation at Citi. Six years ago, the bank launched its new branch design – called Smart Banking – in Asia for the first time. The Smart Banking concept involves using technology, architecture and design, and new retail channels to connect customers to their money and provide them with a better way of banking. Over 200 such branches have since been rolled out globally since the Asian launch.
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