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Deutsche Telecom Turns to Nuance for Voice Biometrics
Using voice for security isn’t new, for some time voice has served as a gatekeeper. Innovation in areas like speech analytics, NLU and the like is elevating customer service as well as authentication and security.
Nuance Communications (News - Alert) announced that Deutsche Telekom deployed Nuance’s voice biometrics solution to provide users with a secure, seamless way to authenticate identity and access customer support.
“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. 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,” says Ferri Abolhassan, Managing Director Service at Telekom Deutschland GmbH.
As the first German provider to take the plunge, Deutsche Telekom (News - Alert) was already using Nuance’s conversational AI technology but now simply the sound of a customer’s voice grants access. With the voice biometrics in place, customer satisfaction continues to rise in addition to an instant reduction in call handling time.
“It is no secret that consumers today have higher expectations and demands for the type of service they receive from the companies they do business with,” said Robert Weideman, executive vice president and general manager, Enterprise Division, Nuance. “Our conversational AI solutions enable Deutsche Telekom to power more natural customer service conversations and deliver individuals the help they need quickly and securely.”
Our voice is much like our fingerprint – one of a kind. The tools are available in the VoIP/Contact Center arenas to put voice biometrics to work. How do you authenticate callers?
Edited by Maurice Nagle