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, use voice identification capabilities.

We know our current identification process can 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 protects against would-be fraudsters wanting access to your credentials and 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.

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, preventing voice recordings or impersonators from “tricking” 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.

In the near future, we’ll register your voice print while you’re speaking to us and then we’ll identify you by matching the characteristics of your voice to your voiceprint.

If you don’t want us to do this, please let your banker know.

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.

Read how we’ve partnered with Nuance to bring you this new technology.

NAB Voice ID – fast, simple and secure

Transcript

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

In the near future we’ll register your voiceprint while you’re speaking with us. If you don’t want us to use your voiceprint to identify you, please let your banker know.

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.
During this conversation, we’ll record you speaking, capturing the unique characteristics of your voice.
We’ll store your voiceprint and use 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 a completely optional service, aimed to make it faster and simpler to identify you over the phone.

If you’d like to opt-out just let us know when you call.

If you change your mind and want to use Voice ID, it’s easy to opt back in.

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.

Who are Nuance?

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyse and respond to human language to increase productivity and amplify human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organisations – in global industries that include healthcare, telecommunications, automotive, financial services, and retail – to create stronger relationships and better experiences for their customers and workforce. For more information, please visit www.nuance.com.