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TalkTalk rolls out voice biometrics technology from Nuance


TalkTalk has selected voice biometrics technology by Nuance Communications to improve the customer experience in its automated phone system.

The biometric authentication solution is being integrated with TalkTalk’s interactive voice response (IVR) system, which uses Nuance’s natural language understanding (NLU) technology to allow customers to speak naturally instead of navigating through a phone menu. TalkTalk customers can now use the sound of their voice to securely confirm their identity when calling in for service.

According to a statement by Nuance, TalkTalk is the first telecoms company in the UK to leverage voice biometrics for a more seamless and secure path to customer service and support. Enrolled clients can now use their voice as their password by simply saying: “With TalkSafe, my voice is my password.” Nuance’s voice biometrics technology compares the customer’s voice to their unique voiceprint and securely authenticates the customer or flags the call if fraud is suspected.

“We’ve listened to what our customers have told us about wanting a simple, secure service,” said Tristia Harrison, TalkTalk’s consumer managing director. ”TalkSafe is an important and exciting step on that journey.

“As the first UK telecoms provider to roll out voice biometrics as standard, we’re proud to be leading the way in making this advanced technology accessible to millions of homes across the country at no extra cost.”

Just last month it was announced that more than 15 million HSBC and first direct mobile banking customers are being offered the option to use voice biometrics technology by Nuance to securely access their banking accounts.

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