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CX / Finance verified Verified Outcome TRL 9

Voice Biometrics for Secure Authentication

domain Client: A global banking and financial services organization handshake Provider: Nuance (Microsoft) schedule Deploy: Q1 2020 (Global Rollout)
95 Impact
Enterprise Ready
Evidence Score: 5/10
Strength: Very High

Executive Summary

ANALYST: COI RESEARCH

To replace insecure security questions (e.g., 'Mother's maiden name') and reduce call times, the bank implemented Voice ID. The system analyzes over 100 unique voice characteristics to authenticate the customer in seconds as they speak naturally, granting access to account details without manual verification.

rate_review Analyst Verdict

"Biometrics are the ultimate policy enforcement tool for CX. Passwords and KBQ (Knowledge Based Questions) are easily socially engineered. Voice ID is passive, harder to spoof, and faster, delivering a rare 'Security + Convenience' win."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

Manual authentication took up to 90 seconds per call. Customers were frustrated by remembering passwords. Fraudsters easily bypassed security questions using data from social media or breaches.

psychology The Solution

Nuance Gatekeeper was deployed in the telephony stack. Customers enroll by speaking for a few seconds. In future calls, the voice print is compared against the stored model. Policy rules automatically route authenticated users to high-risk services (e.g., transfers) while unverified users are blocked.

settings_suggest Technical & Deployment Specs

Integrations
IVR, CRM
Deployment Model
Hybrid Cloud
Data Classification
Biometric
Estimated TCO / ROI
High
POC Summary (2016-01-01 to 2017-01-01)

"UK Pilot."

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Deepfakes High Liveness detection algorithms in newer versions.
Enrollment Consent Medium Strict GDPR consent scripts.

trending_up Impact Trajectory

Audited value realization curve

Prevention of >£300M fraud Verified Outcome
Primary KPIReduction of 60 seconds average handling time
Audit CycleEnrollment of >3M voice prints

policy Compliance & Gov

  • Standards: GDPR, PSD2
  • Maturity (TRL): 9
  • Evidence Score: 5/10
  • Data Class: Biometric

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 1
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Technical Audit
PDF • Audited
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Security Architecture

The "Blind Verification" Protocol

How we verified these outcomes for A global banking and financial services organization without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-880
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-880

Strategic Action Center

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