Russian bank Tinkoff implements voice recognition in their call center
NICE Real-Time Authentication significantly cuts down the average customer handling time and improves the customer experience by using voice biometrics to authenticate customers in real time.
Using this technology, contact centers can voiceprint the majority of customers for seamless passive enrollment, securely authenticate customers without any customer effort, help agents expedite time to service, and drastically lower fraud risk for all customers.
TCS first decided in 2013 to implement a voice authentication system for its clients and after completing a pilot project, which lasted several months, the company decided to purchase NICE Real-Time Voice Authentication System.
In addition to providing voice recognition, the technology provides full voice biometrics by creating a voice print that takes into account more than 100 factors including frequency modulation, tone of voice, and rhythm.
Vyacheslav Tsyganov explains that company’s main objective in implementing the system was “not to overload the client needs to remember the extra information, code words, passwords, PIN codes, etc.”
With NICE Real-Time Voice Authentication System, the call center can identify customers in 7-10 seconds, and saving both the customer and call center operator a great deal of time.
Implementation of the NICE system was completed in May and since then, average customer handling time dropped by about 40 seconds to 4 minutes, said Tsiganova.
Although TCS is only using the system for client authentication at its call center, Tsiganova said that the voice prints could be used for client authentication in a full banking application.