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Nuance Communications powers ING voice biometrics mobile app


Nuance Communications announced that ING Netherlands is using Nuance’s voice and artificial intelligence technologies to power Inge, the banking institution’s new voice mode added to ING Netherlands’ mobile banking app.

ING previously announced that it is the first bank in Europe to offer voice biometric capabilities by offering voice control mode in its mobile banking app in the Netherlands.

ING Netherlands is using Nuance’s Nina, the intelligent virtual assistant for customer service, to provide a hands-free alternative for their customers to conduct mobile banking.

“Nuance has been a terrific partner in helping us to achieve that goal,” said Max Mouwen, director of Internet and mobile at ING Netherlands. “When it comes to speech and natural language, as well as voice biometrics, Nuance was able to deliver the best technology and services to create a truly innovative solution for our customers. The result is a remarkable, human experience that puts our customers in control, saves them time, and makes sense for our business as well.”

Inge enables ING customers to use speech controls via a platform that includes intelligent natural language understanding and text-to-speech interfaces to perform various transactions on the mobile banking app.

Following the initial release, ING will update Inge to include Nuance voice biometrics so that users are able to securely access the app through their unique voice patterns.

Using Nuance’s virtual assistant and AI technologies, Nina – which is offered in 43 spoken and 13 text languages — is able to deliver a multi-channel, automated customer service experience for consumers and enterprises.

“Mobile devices and apps, combined with Nuance virtual assistant technologies, provide unprecedented opportunities for enterprises to engage with customers in an intelligent and natural way,” said Robert Weideman, executive vice president and general manager of the Nuance enterprise division. “With the addition of Nina capabilities to their popular mobile app, ING Netherlands is not only delivering a more natural and efficient experience for their existing customers with Inge, but also a strong reason for new customers to join ING – an innovative, fully mobile banking experience.”

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