First Direct launches voice recognition technology for telephone banking

You can say goodbye to passwords with First Direct's new biometrics technology.

First Direct has rolled out new voice-recognition technology that means you no longer need to provide a password or PIN when phoning the bank.

It says the technology, which is being supplied by biometrics firm Nuance Communications, will not only make banking simpler but more secure as well.

This is because your digital voice 'print' can't be written down, guessed or imitated by others, unlike a traditional password.

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How it works

The technology works by cross-checking more than 100 unique identifiers in your voice and includes behavioural features such as speed, cadence and pronunciation.

It also analyses physical aspects such as the shape of your larynx, vocal tract and nasal passages, explains Robert Weideman, executive vice president and general manager at Nuance Communication.

“Beyond exceeding consumer expectations and preferences, voice biometrics can materially improve the security of First Direct customer banking accounts,” he says.

“Unlike PINs and security questions, which can be more easily compromised by fraudsters – on a massive scale – voice biometrics ensures that the person calling First Direct is indeed the authorised account holder – with the unique characteristics of their voice.”

First Direct voice recognition technology

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How to sign up

You will need to opt in to the new service. According to First Direct, everything will work exactly the same when you first call. You'll go through the same security questions that you're used to.

“During the conversation our systems will analyse your voice.

“Then, the next time you call, it will double check everything. And if you're happy and we're also happy, it's good to go.

“From then on, whenever you call, our systems will be working in the background to confirm it's actually you. Simple as that.”

If you want more information, you can watch this brief video on how to sign up for the new scheme, while you can read more about how the technology works here.