CEO Aftad Ahmed said, “We are proud of our strong track record in innovation, and we are delighted to once again take the lead in introducing a game changer in the banking industry. 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 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.
Once available, customers who call into the bank’s contact centers will have their identity automatically verified within 15 seconds or less as they explain their reason for calling. This is a reduction from an average time of around 45 seconds currently or 66 percent less time spent verifying their details currently.
Corporate Affairs Director Aneth Lim
“Voice biometrics is a great example of how we at Citi listen to our clients and leverage technology to address their concerns,” explained Consumer Banking Head Bea Tan.
“With our client’s agreement, we can digitize their voice print and with a successful registration, the next time they call, we will do away with the three to five questions to verify their identity, which can take between 45 and 60 seconds.”
To date, voice biometrics authentication has been implemented in Taiwan, Australia, Hong Kong, Singapore and Malaysia. It will be rolled out throughout the region in 2016 and 2017 to cover all 12 of Citi’s consumer banking markets in Asia Pacific that represent more than half of the bank’s 19 consumer markets globally.
