Until very recently, when Eastern Bank’s customers contacted the Customer Service Center (1-800-EASTERN), they had to prove their identity by answering a series of security questions before proceeding with their phone call. In recent customer surveys, Eastern Bank customers conveyed their frustration with this process, making it clear that recalling information and answers to questions was a huge source of aggravation.
Seeing an opportunity to use advanced technology to solve a customer problem, Eastern Bank has introduced voice biometrics technology from Nuance to make it easy for customers to access their accounts when calling customer service.
Now, when a customer calls Eastern Bank, they engage in natural conversation with a customer service agent, and during that time, Nuance’s FreeSpeech voice biometrics technology is used to compare the customer’s voice to their unique voiceprint, silently signaling to the bank representative when the customer’s identity has been verified, and granting them access to their account.
Eastern Bank’s voice biometrics project is part of a portfolio of technology investments aimed at reinventing how customers bank. Eastern’s other publicly announced technology initiative, Eastern Labs, is unique among bank innovation groups in its mandate to both create new data-driven technologies and to spin successful technologies out into new companies.
"We heard from our customers that verifying their identity through answering security questions was a frustrating process – and we listened and made meaningful changes," said Bob Rivers, President and Chief Operating Office, Eastern Bank. "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."
"As the first bank in North America to launch voice biometrics in the call center, Eastern Bank is ahead of the innovation curve," said Robert Weideman, executive vice president and general manager for the Enterprise Division of Nuance. "Voice biometrics is a more natural experience for customers while also offering a level up in security. Through delivering this technology to its customers, Eastern Bank is demonstrating a true commitment to reinventing the customer experience."
