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Nuance deploys voice biometrics for customer authentication at Banco Santander Mexico


Nuance Communications has announced that Banco Santander Mexico has deployed the company’s Vocal Password voice biometrics solution for its automated phone system.

According to the company, this makes Santander the first Mexican bank to use customer-facing voice biometrics.

Under the new system for customers, users say ‘At Banco Santander my voice is my password’ to be authenticated into Santander’s interactive voice response phone system. Since being deployed at the bank, the company says 1.7M customers have enrolled in the new system.

“With voice biometrics, banks have a real opportunity to change their customer experience for the better, while at the same time improving security,” Robert Weideman, executive vice president and general manager for the Enterprise Division of Nuance said. “Our voice biometrics technology offers a dependable solution for companies like Santander to improve the overall experience for the consumer by allowing them to use their voice as a passphrase with the added benefit of proven security.”

“As the first bank in México to deploy a voice biometrics solution in this way, we are able to offer our customers the exceptional experience that they deserve. The ability for customers to use their voice to gain access to their accounts is an easy and natural process, allowing the first point of contact with our bank to be enjoyable and hassle-free,” José Ignacio Zorrilla, Executive Director for Multichannel, Banco Santander México said.

Zorilla will present the bank’s findings from its recent contract with Nuance at this week’s Opus Voice Biometrics Conference, being held in San Francisco.

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