Biometrics company Nuance worked with ANZ to develop the product. It says that voice identification makes it easier for legitimate customers and callers and virtually eliminates access by fraudulent callers.
Voice technology is also helping improve and speed up customer calls.
“When people phone us our automated system will ask them to say what they are calling about. It could be anything from a term deposit inquiry to a mortgage application. The system analyses our customers’ requests and then decides which of our banking experts is best to support those needs”” says Mr Kelleher.
“The goal is to ensure customers get their answers as quickly as possible. The system is constantly improving, saving time for customers and easing the workload for our staff.”
Voice identification is part of what’s known as biometric identification; the use of unique physical or personal traits (like a voice, fingerprint or face) to verify someone’s identity.
Fingerprint or face recognition is increasingly being used by people to access their devices and banking apps.
Biometric technology is likely to grow in importance in the next few years.
“We’re starting to investigate the possibility of extending Voice ID to other channels” says Mr Kelleher.
One possibility could be payments.
“I could imagine people one day using their voice to pay at a terminal, rather than having to use a card” says Mr Kelleher.