United Bank of India launches voice banking
In partnership with Amazon, Financial Software and Systems (FSS) has launched real-time voice banking platform FSS Voice Commerce for United Bank of India, reports Jane Connolly.
The Alexa-style solution enables customers to access account balances and last transaction data, retrieve and reset voice pins and make service requests such as issuing a cheque book. Other services like fund transfers will be activated “very soon”.
FSS Voice Commerce helps to drive personalised banking experiences by using machine learning techniques for analysis and synthesis of language and speech, as well as enhancing personalisation by identifying consumer patterns.
“Voice-based banking services will give customers a relatively new way of banking that we want our customers to experience,” says executive director of United Bank of India Shri Ajit Kumar Das.”It will also help us understand better the customer behaviour in adapting to new banking gadgets in future.”
The solution integrates with multiple banking systems to facilitate transactional capabilities and give real-time access to account balances.
Security is supported by out-of-band multi-factor authentication, including one-time passcodes.
The service will enable customers to raise a support request via voice, instead of having to directly contact customer service centres. FSS Voice Commerce also offers opportunities for the bank to drive sales with personalised offers and advertising.