Biometric authentication technology

Authenticate customers with biometrics

In these unprecedented times, contact center interactions are increasing across voice and digital channels. More than ever, Nuance biometric solutions help by automating the authentication process and cutting Average Handle Time while providing the security and convenience that customers want.

Learn more about biometric authentication
flyout trigger

Multi-modal biometrics: Simpler, stronger customer authentication

The popularity of biometric authentication has exploded in the past few years. According to Opus Research, there will be more than half billion voiceprints alone by 2020. It's not hard to see why, as people become more and more comfortable with biometric authentication, enterprises are using multi‑modal biometrics to improve security while keeping customers happy.

Get our latest resources
Opus 2020 Security Intelliview (Open a new window)

Opus Research: 2020 Intelligent Authentication and Fraud Prevention Intelliview analyst report

See why Opus Research ranks Nuance as the Leader in biometric authentication and fraud prevention solutions.

Get it now(Open a new window)

Biometric authentication

Secure biometric authentication:
A customer's view

What makes a customer happy? Being able to get right to their problem without having to prove who they are. With biometric technology from Nuance, customers increase their satisfaction by authenticating naturally with the sound of their voice, face or even the way they interact with the device.

(Open a new window)
Active voice (Play a video)

Authenticate your customers with a passphrase like “My Voice is my password”.

(Open a new window)
Passive voice (Play a video)

Authenticate your customers without interrupting their request.

(Open a new window)
Behavioral authentication (Play a video)

Continuous authentication to ensure the customer with the log in is really the customer.

Benefits

ROI from day one

Whether it's shorter call times, increased functionality or the ability to do amazing new things with your mobile apps, voice authentication can deliver from day one. It's a critical investment in security.

Secure accounts stop fraud

PINs, passwords and challenge questions are inherently insecure. Fraudsters can buy credentials online and find personal details easily on social media. Enterprises can provide two‑factor authentication with multiple biometric modalities without having to rely on unsecure PINs and passwords.

Happy customers & happy agents

Your customers want to have a choice. With multi‑modal biometrics, they can choose the authentication mode that matches their situation. On a crowded bus, it may be easier to authenticate with a selfie rather than a voice password. When customers are authenticated without having to be interrogated, both the customer and the agent are happier.

Award‑winning biometrics technology

Across industries and geographies, Nuance is recognized for its innovative biometric authentication and fraud prevention technology.

2020 GLOMO Award Winner logo (Open a new window)
Nuance Gatekeeper Named Best Mobile Authentication & Security Solution(Open a new window)

The GSMA awards its Global Mobile (GLOMO) Awards to those companies driving innovation in the rapidly evolving mobile industry. Nuance Gatekeeper won GSMA’s 2020 GLOMO Award for Best Mobile Authentication & Security Solution.

Heed the call of smarter authentication

49%

of users say authentication is time‑consuming and frustrating.

67%

of mobile users reset passwords at least once a month and usually reuse a password.

5X

An account takeover incident on average costs consumers five times more than for any other type of fraud.

Nuance Internal Customer Research 2016

Modalities

Voice biometrics

Voice biometrics analyze everything that goes into creating a person's unique voice signature, including physical factors such as vocal tract and mouth structures, and speech delivery elements such as speed of speech, pronunciation and emphasis. The system authenticates legitimate customers and identifies known fraudsters by comparing input voice audio to a collection of stored voice samples (“voiceprints”) that are known to be authentic or fraudulent. Nuance delivers the industry’s fastest and most accurate voice biometrics performance through the Nuance Lightning Engine, capable of authenticating a person with less than one second of audio and able to achieve up to 99% authentication success rates.

Voice biometrics can be deployed in voice and digital channels to perform passive or active voice authentication. Active voice authentication (also known as text-dependent or text-prompted verification) prompts the user to repeat a specific passphrase. Passive voice authentication (text-independent verification) works in the background of an interaction to authenticate a person from their natural speech as they interact with a virtual assistant or human agent.

Conversational biometrics

Conversational biometrics analyze how someone uses language, including their word choice, grammar and sentence structure, emoji and acronym usage, and other elements. ConversationPrint, Nuance’s unique conversational biometrics feature, compares this data to conversational profiles of known customers and fraudsters to authenticate legitimate customers and proactively detect suspected fraud in the background of an customer engagement.

ConversationPrint can analyze text chats and transcribed phone conversations—in this way, it is the only biometric modality that can passively authenticate customers and detect fraudsters in both voice and digital channels. And because it identifies suspicious patterns in spoken or typed language, such as repeated scripts or common phrases, ConversationPrint is uniquely capable of proactively spotting hard-to-detect forms of fraud such as social engineering and mules hired by fraudsters to read from scripts.

Behavioral biometrics

Behavioral biometrics analyze how a person interacts with their laptop, tablet, or mobile device, including how fast they type, how long they press keys, what pauses they take, how they use a mouse or make swiping motions, and other factors. The system compares user behavior to profiles of legitimate users and fraudsters to detect abnormal and fraudulent behavior.

Behavioral biometrics excel at continuous authentication in web and mobile apps, preventing account takeovers and new account fraud, bot-generated or remote access sessions, and replay or man-in-the-middle attacks by ensuring that someone else has not hijacked the session. Nuance is the only provider that offers behavioral biometrics together with voice biometrics, conversational biometrics, environment detection, and other authentication and fraud prevention tools in a unified platform.

Nuance IQ Magazine

How do you stay ahead of the fraudsters? Innovate

Nuance Innovation Quarterly: The Security Edition
Take a deep dive into the world of security in the contact center and beyond. Get real‑life stories from the fraud battlefield and hear tales from the pioneers of AI security.

Read Nuance IQ Magazine

Using voice biometrics for customer authentication

Leading financial institutions are leveraging voice biometrics to keep customers secure—and fraudsters at bay. Watch this video to hear about the benefits voice biometrics provides for your customers and your organization.

What our customers are saying about Nuance biometrics

Resources

Analyst reports
White papers
Case studies
  • Banco Santander(pdf)
    Learn how Nuance helped a bank successfully deploy voice biometrics to replace PINs, passwords and security questions in its automated phone system.
  • Bank Leumi(pdf)
    The First Direct Bank of the Leumi Group, one of the largest banks in Israel, is known today for its adoption of innovative advanced technology.
  • Virginia Credit Union (pdf. Open a new window)
    Read how Nuance voice biometrics improves the member experience and agent satisfaction.
Data sheet
On-demand webinars

Learn how Nuance can help you unlock the value of your customer's voice.

Engage us