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Citigroup’s voice authentication option reaches one million customers in Asia


Citigroup, which rolled out voice recognition technology to its consumer banking customers in Asia Pacific last May, has enrolled one million customers for its new voice authentication option, according to a report by Finews.Asia.

The bank was the first financial services company to deploy voice biometrics authentication across Asia Pacific, having implemented the technology in Taiwan, Australia, Singapore, Hong Kong, Philippines, Malaysia, Vietnam, Thailand and India.

Citi clients who call into the call centers have their identity automatically verified within 15 seconds or less as they explain their reason for calling, reducing the average verification time by 30 seconds.

The voice biometrics authentication option identifies customers through their unique voiceprint.

The company successfully reached the one million customer milestone earlier this month, approximately two months ahead of schedule.

Customers can choose to enrol in the voice authentication method by recording their voice, which Citi will use to create and store their voiceprints for matching subsequent calls to their call centers.

Each individual voiceprint is uniquely tagged and cannot be reverse engineered once stored.

“We are making banking easier for our clients by leveraging digitization and innovation which helps deliver a remarkable client experience,” said Anand Selva, head of Asia Pacific consumer banking for Citi.

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