Voice instead of a code word, a suggestion for the agent and a review of every call — inside your own network.
A bank’s contact centre solves the same task every day: make sure it really is that customer calling, answer their question about a product, and not lose someone who is already comparing you with the bank next door. Security questions take 43 seconds, and they protect against nobody who has overheard the answers.
Speech AI closes all three tasks within one conversation: voice instead of a code word, a suggestion to the agent about the terms right during the call, and a review of every conversation for refusals and mentions of competitors. All of it works in Uzbek and Russian mixed together and is deployed inside the bank’s own network.
Five moments in which a customer talks to the bank, and the product that helps in each one.
The customer simply says hello and states their question — biometrics has already recognised them in 6 seconds. No code word needed.
«Hello, I have a question about my card.»
Voice BiometricsThe agent is still listening to the question, and the prompter is already showing the rate for a deposit of 30% or more and a link to the clause in the regulations.
«A car loan for a hundred million, about thirty per cent down — what is the rate?»
AI PrompterA fraudster calls the customer. If they also call the bank, the voice matches the database — the security team sees an alert in the first seconds.
«Hello, this is the bank’s security team, please tell me the code from the SMS.»
Voice BiometricsThe customer says “I will think about it”. The analytics marks the reason — the rate — and the sign of churn: they have already compared you with another bank.
«The rate is lower at another bank, I will think about it.»
Speech AnalyticsThe branch is closed, but the bot answers about prices and terms — from the bank’s own documents, with a link to the clause.
«What do I have to do to close my card?»
Voice and Chat BotsRecordings, transcripts and voice prints are stored on the bank’s own servers. Not a byte goes outside.
Card and passport numbers are masked in transcripts. A voice print is a set of numbers from which a voice cannot be reconstructed.
We confirm compliance with documents and audit results at the meeting.
An agent sees their own calls, a quality controller their own queue, the security team the alerts. An access log is kept.
We confirm compliance with the regulator’s requirements with documents at the meeting.
The analytics checks every call against the sales script, not a controller’s sample.
Case study
Voice biometrics replaced the security questions. The customer simply speaks, the system matches the voice against the stored sample, and the agent goes straight to the question.
of communications under control, instead of 2–5%
Integration with telephony and chats, reports on holds, a ranking of departments against the checklist, alerts to supervisors about suspicious transactions.
call duration in the contact centre
From a pilot to a rollout across the contact centre, the chats and every branch of the bank; 95% recognition quality in remote channels.
instead of 43 to verify identity
Biometrics replaced the security questions: the customer simply talks and the agent sees “identity confirmed”.
Through APIs and connectors to the telephony. The results of the review and of the voice check go into your CRM, and the prints stay inside the bank’s network. We design the core banking integration during the pilot together with your IT team.
We will confirm the list of certificates and compliance with the regulator’s requirements with documents at the meeting.
Inside the bank’s network. A print is a set of numbers; a recording cannot be reconstructed from it. If consent is withdrawn the print is deleted and the customer returns to the usual checks.
Yes. Recognition understands Uzbek and Russian speech, including within a single sentence. Language does not matter to biometrics at all: it checks how the voice sounds, not the words.
Send us recordings with known speakers and a few conversations about loans. We will return the review and the result of the voice check.
