Eastern Bank Taps Nuance Voice Biometrics

Eastern Bank, the largest and oldest mutual bank in the United States, has deployed Nuance Communications' voice biometrics technology to make it easier for customers to do business by using the sound of their voices to access their accounts.

Until very recently, when Eastern Bank's customers contacted the Customer Service Center (1-800-EASTERN), they had to prove their identities by answering a series of security questions before proceeding with their phone calls. 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.

Now, when customers call Eastern Bank, they engage in natural conversation with customer service agents, and during that time, Nuance's FreeSpeech voice biometrics technology is used to compare their voices to their unique voiceprints, silently signaling to the bank representative when their identities have been verified, and granting them access to their accounts.

"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 officer at Eastern Bank, in a statement. "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 of the Enterprise Division at Nuance, in a statement. "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."

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