Royal Bank of Canada is to begin recording the voice prints of customers as they dial in to its call centres, eliminating the need for passwords and additional authentication questions to determine client IDs.
Unlike most speech recognition systems that requires users to memorise and repeat a specific phrase, RBC Secure Voice captures conversational voiceprints in real-time.
When a customer calls an RBC Contact Centre, the advisor offers to enroll them in the voice verification service, recording the voiceprint on the spot and encrypting it for storage on a secure server.
The roll out of the system follows a successful pilot in the summer, says Claude DeMone , vice-president, business enablement, RBC
"With RBC Secure Voice, our advisors can begin assisting our clients right away," he says. "We realise the typical verification process can sometimes seem like a series of skill-testing questions - RBC Secure Voice simplifies this process significantly. All you need to do is talk to an RBC advisor and the distinctive qualities of your voice take care of all the rest."