BNZ to introduce voice biometrics and open speech navigation technology to call centres

BNZ to introduce voice biometrics and open speech navigation technology to call centres

Bank of New Zealand says it'll become the first New Zealand bank to introduce voice biometrics and open speech navigation technology in October, meaning customers will be able to verify their identity and prove who they are just by saying their access number into the phone.

BNZ says the use of voice biometrics and open speech navigation technology will bring to an end the time consuming questioning needed to verify a customer’s identity.

“These new tools mean that customers calling us can quickly and securely verify who they are, without lots of questions or complex passwords,” BNZ head of direct Melissa Cadman, who oversees the bank's call centres, said in a statement.

"The introduction of open speech navigation means customers can direct where their call will go and reach the right person the first time simply by saying what they want to do."

At the moment the bank said about 21% of calls into BNZ call centres have to be transferred to another part of the bank.

"Our challenge is to make interacting with us simple in an environment where the ranges of queries our staff address through the contact centre are becoming
more complex and varied," said Cadman.

"Open speech navigation and voice biometrics will enable us to know who our customers are, what they are calling about and deliver them to the right area and staff member to resolve their enquiry the first time."

Cadman said the service will be introduced to all BNZ call centres, starting with retail banking in October.

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