Deutsche Telekom deploys Nuance’s voice biometrics solution
Nuance Communications today announced that Deutsche Telekom has deployed Nuance’s voice biometrics solution to authenticate subscribers calling the customer service hotline. Deutsche Telekom is the first company in Germany to leverage voice biometrics for customer service and support.
The solution has been integrated with its existing customer service hotline, which is already powered by Nuance’s conversational AI-based technology, to allow customers to speak their requests naturally instead of navigating a complex phone menu. Enrolled subscribers simply say the passphrase “Bei der Telekom ist meine Stimme mein Passwort” which is matched to their unique voiceprint, akin to a fingerprint, to gain account access.
“We’re proud to be leading the way as the first German telecommunications provider to deploy voice biometrics on our service hotlines and making this advanced technology available to our customers,” said Ferri Abolhassan, Managing Director Service at Telekom Deutschland GmbH. “We can identify our customers quite simply and quickly by the sound of their voices and there will be no more time wasted searching for contract numbers. The procedure is one of the most secure available.”
According to a recent study by Forrester Consulting, a Fortune 100 multinational bank has saved $24 million over three years in avoided fraud incidents and operational savings by using the Nuance Security Suite.