Manulife says it has taken multiple steps out of the authentication process when customers and advisors call its contact center by switching from passwords and PINs to voice recognition.
Through a partnership with Nuance, Manulife analyzes unique voice characteristics to create individual "voiceprints" for customers. When a customer calls in to access their account, their voice is compared against their voiceprint and, if there's a match, access is granted.
"This customer-focused technology provides a more natural, faster, and more enhanced customer experience within our call centres," says Marianne Harrison, President & CEO, Manulife Canada. "No more PINs or passwords to remember - customers just use their voice as their password. The introduction of these enhancements is another example of Manulife's commitment to providing customers with innovative, forward-thinking solutions for a superior customer experience."
Customers who choose to enroll in the voice biometrics option say, "at Manulife my voice is my password" and can access their accounts without additional passwords, PINs and security questions on subsequent calls. Manulife is also providing this service to its retail advisors when obtaining product information, placing new business or checking on existing business on behalf of their customers.
The new IVR system was introduced in July 2015 to Manulife Bank customers. The company receives 28,000 calls per day, in English and French, it says.
Register or login for access to this item and much more
All Digital Insurance content is archived after seven days.
Community members receive:
- All recent and archived articles
- Conference offers and updates
- A full menu of enewsletter options
- Web seminars, white papers, ebooks
Already have an account? Log In
Don't have an account? Register for Free Unlimited Access