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Voice as a new channel for client identification and servicing

15 February 2017

BSS Company took part in the practical conference "Remote identification and biometrics in the financial industry: regulation, technology, solutions", organized by the editorial office of "Banking Review" magazine, and acted as the Partner of "Remote Identification: Practical implementation case studies in banks and financial companies (Russian and foreign experience)" section. The event brought together representatives of banks, IT companies and specialized organizations, and experts and practitioners of the financial industry.

Mr. Andrey Chuchelov, Director of Voice Digital Technologies Department, BSS Company, told the conference audience why voice services for the RBS are promising, and voice becomes a new channel for client identification and servicing. The speaker presented BSS. VoiceSDK, a tool for simple and fast integration of voice analysis services into applications and business processes of a bank.

The effectiveness of voice identification and verification technologies is obvious. If traditional client verification takes 40 seconds of an operator’s useful time, then for voice verification it takes 10 seconds in the background, which undoubtedly increases customer loyalty and reduces maintenance costs.

Combined use of semantic and biometric voice analysis technologies, appropriate organizational and technical support of service processes, and their combination with traditional methods make it possible to create voice channels of trusted interaction in various business processes of a bank. Biometric analysis includes person identification by voice and subsequent verification, confirmation of client’s identity by his voice from a set of client voice casts.

When implementing voice services, BSS Company is guided by a simple and effective approach: focus on business cases and business criteria of the customer, convenience for clients, correspondence to company’s maturity level, moving from simple to complex and from obvious (payback) to unbelievable (WOW-effect).

BSS expert also presented other solutions by BSS using voice technologies: a prototype of a voice mobile bank, a chat bank, "Bank guarantee" and "Payment promise" services to participants of the conference.

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