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Amsterdam,
20 July 2006
ABN AMRO launches biometric voice verification in telephone banking
ABN AMRO is introducing voice verification for its telephone banking customers in the Netherlands. Chris Vogelzang, director ABN AMRO Netherlands, said: 'Voice verification is fast, easy and, above all, secure.' The computer verifies whether the voice matches the caller using more than 100 biometric characteristics (pitch, frequency, soft and hard palate, jaw structure, etc).
Voice verification will initially be applied to customers making balance enquiries, transfers and investment orders via the telephone. This is done by speaking the account number. Customers will not have to remember pass codes anymore. With the help of this technology in combination with voice recognition, the customer is first asked an open question: 'How can we help you'? Depending on the answer, he or she is then transferred to the appropriate member of staff. Time-consuming menus are thus a thing of the past.
With this new method of banking ABN AMRO is responding to modern developments. 95% of all transactions are now conducted through direct channels (the internet and telephone). Chris Vogelzang: 'Customer satisfaction surveys show that these direct channels are gaining in popularity among our customers. Voice verification means better access and more convenience for the customer'.
The introduction of voice verification was preceded by an extensive period of testing among more than 1,450 people and 25,000 test calls. These were made using both fixed-line and mobile telephones, at all times of day and also by relatives (including six twins). Special attention was devoted to people who were suffering from colds during the test period. ABN AMRO is the first major bank in the world to introduce this technology in this way.
A initial group of customers has meanwhile been introduced to the technology. In the coming period, they will arrange part of their banking affairs via this system. Their experiences will provide the basis for the continued roll-out in 2007. The option of voice verified access will be offered to customers on a voluntary basis.
Media contacts: +31-(0)20-6288900
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ABN AMRO Bank N.V.
Press Relations
(HQ 9140)
P.O. Box 283
1000 EA Amsterdam
The Netherlands
Contact Press Relations
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