The company and the task
Client: The company is not named: the project is under NDA.
Industry: Banking and fintech · Year: 2025
Every call to the bank’s contact centre began with verifying identity through security questions. That took 43 seconds, and only then did the agent get to the customer’s question.
Before
Security questions are weak protection: the answers can be found out, and they irritate an honest customer. Agents spent time on a formality instead of solving the problem.
What we did
- Voice prints were collected on customers’ first calls after launch — consent is asked once and 15–20 seconds of ordinary conversation is enough.
- The voice check was connected to the bank’s telephony: the result appears on the agent’s screen in the first seconds of the call.
Results in numbers
6 sto verify, instead of 43
What the client says
The project is under NDA: the client does not publish a quote or a name.
