Aviva is the first in the life insurance and wealth management industry to implement "voice biometrics" – a voice verification system that will revolutionise the way Aviva interacts with their advisers and their customers.
Aviva is the first in the life insurance and wealth management industry to implement "voice biometrics" – a voice verification system that will revolutionise the way Aviva interacts with their advisers and their customers.
Voice biometrics is an application that uniquely identifies a person by comparing a voice sample with a stored, digital "voiceprint". Unlike commonly used voice recognition technology, which is limited to understanding what is being said by a caller, voice biometrics measures the person’s pitch, tone, and voice rhythm – attributes which are unique to every individual, to identify who is speaking.
Aviva will have the capability to seamlessly integrate voice biometrics into inbound call flow. When a customer calls Aviva, their identity will be instantly verified the moment they say their unique customer number. The customer is then instantaneously transferred to the most appropriate call centre agent who will have the customer’s details in front of them and their identity verified by the time they have been transferred. The customer greeting is personalised and focus is immediately on service quality, rather than going through a time consuming identity check.
Voice biometrics is expected to deliver a superior level of service to customers and financial advisers and offers a raft of improved security features. The voice effectively becomes a password or signature and the system is expected to deliver a significant safeguard against fraud. The voice print cannot be lost or acquired by third parties and offers more security than the traditional series of identification questions such as date of birth, address etc. The voice print is considered to be even more secure than fingerprint verification.
Frank Lombardo, group director operations said, “Aviva has a long history of consistent innovation dating back to the early 1990s and is well recognised as a market leader in the delivery of technological solutions for our customers. Voice biometrics is yet another way in which Aviva is improving the experience for both our customers and financial planners.”
Aviva has contracted NEC and Salmat VeCommerce to implement this solution, utilising world leading voice recognition and verification software.
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Ariana Alvarenga
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Sue Voglis
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