ING Bank launches voice biometrics service in Romania

Newsroom 06/12/2013 | 15:24

ING Bank Romania has launched the voice biometrics service in Romania in collaboration with Nuance Communications.

“Through Voice Biometrics, ING clients will have much easier and safer access to information about their banking products, from verifying their account and the IBAN code, to details on the working hours of the cash desk,” said Peter Martis, regional manager CEE & Balkans Nuance Communications.

The service aims to redefine the interaction between the client and the call center using two complementary applications: voice biometrics authentication and the free speech call steering.

The clients can authenticate easily uttering a simple phrase and the system will recognize the voice, process the demand and give an answer right away or, for more complicated requests, direct the client to an operator for further details. This solution is meant to eliminate call waiting times since clients are taken over by a virtual personal assistant.

ING Bank has approximately 200 units for companies and retail customers.