Eastern Bank Launches Voice Recognition Technology
New England Council member Eastern Bank has introduced voice biometrics to its telephone system in order to enhance the customer experience.
The new system allows customer service phone calls to be identified through voice recognition technology rather than through security questions. This new technology comes from Nuance Communications, Inc., and Eastern Bank is the first bank in North America to use voice biometrics. The technology matches the customer’s unique voice to their account, and a bank representative is signaled when access has been granted
Bob Rivers, Eastern Bank President and Chief Operating Officer stated, “We heard from our customers that verifying their identity through answering security questions was a frustrating process – and we listened and made meaningful changes. Voice biometrics allows our customers to get service in the most natural and intuitive way, through their voice. The end result is a better and more effortless experience for our customers.”