Citi India simplifies authentication process

Tuesday 10 January 2017 09:41 CET | News

Citi India has teamed up with Israeli software company Nice to simplify its authentication process during phone banking and replace it with a simple and short voice verification.

Customers can enrol to record their voiceprints during normal conversation. During a call, the system will capture the voice track, accent and voice modulation. Each voiceprint is as distinct as a fingerprint, and it will be uniquely tagged and stored in the database.

Once it is tagged, the next time the customer calls, the system will immediately tell the phone officer whether the person is indeed the account holder.

The authentication completion time will be reduced from an average 45 seconds to a maximum of 15 seconds, saving around 100,000 customer hours annually, according to the bank. This will also free up the banks call-handling staff to do more value-added work.

Citiphone officers handle an average of 12.5 million calls in India annually and 70% of the customer calls are for simple enquiries about their balances, available credit limit, reward point redemption and accrual, generation of PINs for transactions or to convert transactions into EMIs.

Currently, the authentication process is a combination of multiple forms. Progressive customers sign up for telephone banking PIN. Others tend to use date of birth and address along with their card number.

Free Headlines in your E-mail

Every day we send out a free e-mail with the most important headlines of the last 24 hours.

Subscribe now

Keywords: Citi India, Nice, authentication process, voice verification, India, voiceprint, banking
Categories: Securing Transactions | Digital Identity, Security & Online Fraud
Securing Transactions | Digital Identity, Security & Online Fraud
Countries: World
This article is part of category

Securing Transactions


Securing Transactions


Study: Companies mostly unprepared to meet GDPR

Published 18 Jul 2017 11:25 CET | World
Crowd Research Partners has released the results of a study focused on identifying the perspective of organizations on the impact of GDPR....

WorldRemit adds Android Pay for migrant remittances

Published 14 Jun 2017 00:47 CET | World
WorldRemit, a cross-border money transfer service, has enabled its migrant customers to send money using Android Pay....