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Eastern Bank deploys Nuance voice biometrics authentication solution


Nuance Communications, Inc. announced that Eastern Bank has deployed Nuance’s FreeSpeech voice biometrics authentication solution to enable customers to securely login to their accounts using their voice.

The system replaced its previous authentication system in which customers were prompted to answer a series of security questions when they called into the Eastern Bank’s customer service center before they could proceed.

Now, customers are able to engage in natural conversation with a customer service agent.

During this time, Nuance’s FreeSpeech voice biometrics technology is used to compare the customer’s voice to their unique voiceprint. Once the customer’s identity has been verified, the system notifies the bank representative, who then grants the customer access to his or her account.

Eastern Bank’s voice biometrics project is part of a broader portfolio of technology investments aimed at improving the overall banking customer experience.

“As the first bank in North America to launch voice biometrics in the call center, Eastern Bank is ahead of the innovation curve,” said Robert Weideman, executive vice president and general manager for Nuance’s enterprise division. “Voice biometrics is a more natural experience for customers while also offering a level up in security. Through delivering this technology to its customers, Eastern Bank is demonstrating a true commitment to reinventing the customer experience.”

A recent census report by Opus Research found that Nuance voice biometrics technology leads the industry, with over 50 million voiceprints deployed by its customers. The figure represents over 80% of the total commercial market.

Previously reported, Nuance Communications demonstrated its portfolio of voice biometrics solutions at Opus Voice Biometrics Conference, last month in New York City.

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