The service will allow the bank’s customers to get the information they need from the call center by identifying themselves based only on their voice.
No passwords or identification questions will be needed, and the client’s questions will be answered by a virtual personal assistant.
The new service has been developed and implemented in collaboration with Nuance Communications, the US company known for creating Siri, the personal assistant available for Apple’s smartphones and ING representatives expects the voice recognition service to have 50,000 users within a year.
“Each of us has 3 passwords at the bank, 3 at work, for Google, Facebook. Experts tell us the password should be complex, but clients choose a simple password every time they can. ING thinks one solution to this is problem is Voice Biometrics,” explains Stefan Radu, manager of products and direct channels for retail clients at ING Bank Romania.
The virtual personal assistant will answer clients’ call center requests. The clients will first authenticate themselves through their personal identification code and then be asked what their request is.
The ING virtual personal assistant will then check the client’s identity based on their voice. The client will have to say “At ING I can authenticate myself through my voice,” which will grant them access into the system.
Once the client’s identity is established, the client will either be given an immediate answer to their request, or be redirected for more details to a human assistant already familiar with the client’s problem.
(English version by Daniela Stoican)