British online bank First Direct has outlined the advantages of using voice biometrics in its contact centres.The Nuance technology the bank has implemented is using more than 100 different unique identifiers in order to help make customer sign-in more secure, FD wrote in a statement.Since it launched the solution in summer, more than two thirds of consumers prefer to deal with banking issues over the phone rather than via an app or online.Behavioural aspects of speech such as speed, cadence and pronunciation as well as physical characteristics such as the shape of the larynx, vocal tract and nasal passages are also analysed based on your voice.First Direct boss Tracy Garrad said: “Understanding our customers is a big part of why we are the UK's most recommended bank. With the roll out of Voice ID and Touch ID to log on to your account, instead of using a password, it's never been more convenient or secure to access your banking app on the go.”Robert Weideman from Nuance added: “Beyond exceeding consumer expectations and preferences, voice biometrics can materially improve the security of first direct customer banking accounts.”Unlike PINs and security questions, which can be more easily compromised by fraudsters – on a massive scale – voice biometrics ensures that the person calling first direct is indeed the authorised account holder – with the unique characteristics of their voice.”

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