Orlando, Fla. Citi, the leading global bank, was recognized with two 2015 Gartner Financial Services Cool Business Awards at the Gartner Symposium/ITxpo in Orlando in October. Symposium attendees named Citi's voice biometrics authentication project "Most Promising Digital Business Transformation Initiative" and then selected it from all category winners for "Digital Champion for the Americas."
Citi launched the ground-breaking project this year to seamlessly and automatically verify a customer's identity within the first few seconds of a call while the customer is explaining the reason for calling.
"Voice biometrics allows us to fundamentally change the customer experience – from ‘Who are you?' to ‘How can I help?'" said Andrew S. Keen, Citi's Chief Administrative Officer, Global Consumer Operating Functions. "This is one of several new capabilities we're introducing to increase protection while decreasing friction for Citi clients. We take a multi-pronged approach to security, and voice biometrics is an additional layer of defense. Our ultimate goal is to provide protection, peace of mind and convenience for our customers."
Citi's Voice Biometrics uses sophisticated technology to identify roughly 130 different physical and behavioral characteristics within a person's vocal pattern and match those with a prerecorded "voice print" to verify the caller's identity. Setting up the voiceprint takes less than a minute, and roughly 250,000 of Citi's U.S. credit card customers have already opted in. The bank is evaluating expanding the program to other businesses and regions.
Citi is the first Fortune 1000 company to deploy this type of biometric solution in the U.S., and the deployment is currently the largest in the country.
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.
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