What’s next.

Spain’s EVO Banco just became the first bank in Spain to leverage Nuance’s AI-powered biometrics technology for authenticating customers, eliminating passwords and PIN codes for mobile banking. When customers use the bank’s mobile application, the new EVO VoiceID will empower people to simply speak the phrase, “En EVO, mi voz es mi contraseña” (In EVO, […]

I could not have been prouder of our team when I got the news that Nuance was named the industry leader in Opus Research’s latest Intelliview Report. Of course, it’s exciting whenever we get third party validation of our technology and outpace competitors, but this report was different. It was powerful because of what exactly […]

The challenges of fighting fraud across multiple channels I started by asking Chuck about the overlap between the challenges he faces and those of companies like Fidelity and Prudential. He agreed that those institutions face many of the same challenges when servicing retail investors advisors but pointed out that because BNY Mellon are serving multiple […]

The second session in our virtual fireside chat series, “Client insights and intel” welcomed Greg Williamson, Vice President, Customer Protection, Information Security and IT Controls at Prudential Financial.  Greg spoke at length about simplifying technology and why their approach is critical for improving the customer journey and delivering a better customer experience. “Like with anything we […]

As part of our “Client insights and intel” webinar series, I recently had the pleasure of interviewing Mark DiMarzio, VP Risk of Fidelity Investments, during a virtual fireside chat.  Mark spoke about business practices to address increases in fraud volume, thinking through fraud verification and alert processes, and how to help his team understand patterns […]

As one of Australia’s “big four” financial institutions, National Australia Bank (NAB) serves more than 6 million customers across the country with around 2,000 frontline bankers handling more 8 million inbound calls every year. That’s a lot of phone interactions, making it difficult to deliver exceptional customer service, especially when time-consuming – and sometimes confusing […]

I’m thrilled to share that the Security & Biometrics team at Nuance, in the context of the pandemic, rapidly innovated and delivered novel AI technology to Telefónica, enabling seniors to receive prioritized customer service. How did we do it? Prior to the pandemic, we had the ability to differentiate adults from children by analyzing their […]

The spread of coronavirus has resulted in increased uncertainty for many. Feelings of ambiguity have triggered a variation of consumer behavior. Many are calling their banks to check on payments and seek reassurance. Some are diving into their work to stay productive and keep the feeling of progression going. Others are ‘switching off’ from the […]

Fraudsters don’t stop their crimes because of a pandemic. They often seize the immense change that comes with an event like this to ramp up activity. With the recent shift to a stay-at-home world, there is a significant increase in fraudster attacks against call centers – testing for vulnerabilities by directly attacking work-at-home agents, or […]

Improving the customer experience is all about removing friction from every interaction. The easier it is to interact with your brand, the more likely your customers are to stay long-term. But what could be more frictionful (if that’s a word) than calling an IVR and having to answer a multitude of security questions? Not only […]

Zero-effort authentication in customer engagement means creating a balancing act between security and convenience. That’s why voice biometrics has become the golden goose for companies looking at authentication solutions providers. Competitive enterprises are discovering how voice biometrics ensures a more secure engagement than passwords provide within voice channels, and certainly a more convenient experience for […]

World Password Day is a great opportunity to evaluate the role of PINs and passwords today and consider their limitations when it comes to safeguarding financial and personal information in today’s digital society – never mind causing consumers serious headaches. Nuance recently commissioned a survey asking 5,000 citizens, aged 18+ across the US, UK, Germany, […]