Citi has implemented voice biometrics authentication in Taiwan with Australia, Hong Kong and Singapore to follow in the second quarter.
The new feature will be rolled out throughout through 2017 to cover all 12 of Citi’s consumer banking markets in Asia Pacific representing more than half of the bank’s 19 consumer markets globally.
Citi’s Consumer Banking customers in Asia Pacific will no longer have to remember multiple PINs or responding to a series of questions to verify their identities.
Citi will be the first financial services firm to deploy voice biometrics authentication across Asia Pacific as the bank builds further on its successful innovation in retail banking in the region.
Citi has around 15 million Consumer Banking customers in the region and the bank expects to have at least 1,000,000 customers actively using voice biometrics authentication in the next 12 months.
Within three years the bank expects the number of users to grow to 3,000,000.
Once available, customers who call into the bank’s contact centers will have their identity automatically verified within 15 seconds or less as they explain their reason for calling. This is a reduction from an average time of around 45 seconds currently or 66% less time spent verifying their details currently.
The voice biometrics authentication capability identifies customers through their voice print, which, similar to a fingerprint, is unique to each person. Citi clients can opt to enroll by recording their voices, which the bank will use to generate and store their voice prints for matching subsequent calls to Citibank. Each voice print will be uniquely tagged and cannot be reverse engineered once stored.
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