Voice ID

Voice ID is a voice biometrics solution used for identification purposes when you call us. It’s fast, more convenient and as secure as your fingerprint.

Other leading organisations, including the Australian Taxation Office, offer voice identification capabilities.

We know our current identification process can sometimes be frustrating and time consuming. We’re using Voice ID to improve your experience when you call us.

Faster: We can identify you quickly, so you spend less time on the ID process and more time getting the help you want.
Simpler: Your voice is your password. We’ve reduced the need for passwords, security questions and SMS codes.
Secure: Feel confident NAB Voice ID helps protect against would-be fraudsters wanting access to your NAB credentials and NAB accounts, because they can’t replicate your unique voiceprint.

Voice biometrics security is among the strongest in the industry. Unlike passwords and PINs, your voiceprint is less susceptible to fraud threats because, similar to fingerprints, your voiceprint is uniquely yours. Composed of over a hundred different characteristics, your voiceprint uniquely represents your voice (for example, the unique shape of your vocal tract and your individual speech patterns).

Whilst voice behaviours may be mimicked, physical voice characteristics cannot, making it more difficult for voice recordings or impersonators to “trick” our system.

Voice ID is highly sensitive and sophisticated enough to detect if someone is impersonating you or playing a recording. It can even recognise you if you have a cold or sore throat.

Voice ID is a fast, simple and secure way for us to confirm your identity when you call us.

It’s an optional service and we’ll ask you if you want to register your voiceprint when you call us. Once you’ve registered, the next time you call us we’ll identify you by matching the characteristics of your voice to your voiceprint.

This technology analyses your voice quickly, checking over a hundred behavioural and physical vocal traits, from your pronunciation to the tone and pattern of your voice.

NAB Voice ID – fast, simple and secure

Learn about NAB Voice ID and how it can improve your banking experience by making it faster, simpler and secure when you call us. | View transcript

It is an optional service and we’ll ask you if you want to register your voiceprint when you call us. To ensure privacy and security of your account, we’ll identify you prior to creating your unique voiceprint, so please have your NAB ID handy.

If you’ve agreed to be enrolled, during this conversation, we’ll record you speaking, capturing the unique characteristics of your voice.
We’ll securely store your voiceprint and use it to quickly and easily identify you each time you call.

If you use Telephone Banking or self-identify, you’ll soon be able to record and save your voiceprint for these services too.

Can I opt out?

Voice ID is an optional service. It’s a fast, simple and secure way for us to confirm your identity when you call us. We’ll ask you if you want to register your voiceprint when you call us and then we’ll identify you by matching the characteristics of your voice to your voiceprint the next time you call.

If you don’t want to use Voice ID, or change your mind at any time, just let your banker know.

Who is Voice ID available to?

At this stage, Voice ID is only available for personal customers calling our consumer contact centre.

This service will soon be available for business customers.

Where and how is my voice stored and protected from hackers?

Voiceprints are encrypted and stored in a secure database in the NAB environment. To view our Privacy Policy, visit www.nab.com.au/privacy.

We use your voice recording to create your voiceprint. Voiceprints are a mathematical representation of the biometrical and behavioural features of your voice; a series of numbers which would not allow any hacker to reconstruct your actual voice.

What if I have a cold, will it still work?

Yes, your voiceprint should work fine if you have a cold.

Hundreds of voice characteristics are represented in someone’s voiceprint, only a few of which are affected by a cold. A health condition that severely affects a caller’s voice, such as laryngitis, will possibly lead to a failed verification – in this case we’ll just ask other security questions until you are feeling better.

What if I’m in a loud, crowded place, will it still work?

We may not be able to recognise your voice if the line is bad or if it’s noisy in the background. If you ever have problems, we can identify you by the traditional methods.

What if my accounts are joint accounts? Can my partner also use Voice ID?

Yes. Your partner can go through the same process as you to enrol in Voice ID, so that you can each access your accounts using your individual voiceprints for identification.