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August 10, 2023

Voice Banking: Benefits, Integration, Use Cases

August 10, 2023
Read 7 min

As AI becomes more integrated into our daily lives, it’s now possible to use our voices to manage various tasks on smartphones and computers. So why not use it to pay for things as well?

Voice recognition technology is gaining traction across industries, with the financial sector being one of the primary beneficiaries of this innovation. As more customers use their devices to access banking services, voice payments are becoming a helpful alternative to tapping on the go, making digital banking more convenient, secure, and accessible to customers.

In this article, we explore the concept of voice banking, look into its use cases, and explain how to integrate voice recognition technologies into existing digital banking infrastructure.

voice for banks and financial services

What is voice banking, and how did it start?

Let’s explore the key factors driving the increasing adoption of voice recognition technologies in the financial industry.

Advancements in technology

In recent years, improvements in artificial intelligence and natural language processing have greatly enhanced the precision and dependability of voice recognition systems, making them a more appealing and feasible option for financial institutions.

Awareness of customer experience

In the digital banking era, providing a positive customer experience is essential. Voice recognition technologies play a crucial role in creating smoother and more natural interactions between customers and financial institutions. With the voice banking app, customers can avoid navigating through complex menus or typing commands, making digital transactions more user-friendly and accessible.

Demand for streamlined authentication

Using voice recognition is a convenient and efficient way to authenticate users. With this method, customers can access their accounts, make transactions, and perform various banking tasks by simply speaking, without the need to remember and enter complex passwords.

Cost savings

Incorporating voice banking software can result in cost savings for financial institutions. This technology can decrease the necessity for manual verification processes, paperwork, and call center staff. Automated voice banking software can manage routine customer inquiries and tasks, freeing up human agents to concentrate on more complicated issues.

Widespread adoption of smart devices

The popularity of smart speakers and virtual assistants such as Amazon Echo, Google Home, and Siri has made users comfortable with voice-enabled interactions. Financial institutions have taken advantage of this trend by integrating their services with these devices, providing customers with the ability to access financial information and perform transactions using voice commands.

Voice recognition in banking: use cases

Voice recognition technology has a broad range of uses in the banking industry and is quickly changing how customers engage with their financial institutions.

Voice commands

Customers can use their voice for banks and financial services – for example, to perform actions like checking their account balance, reviewing recent transactions, transferring funds between accounts, paying bills, and more.

Voice authentication

Using voice biometrics as a form of authentication can provide an additional layer of security and convenience for banking transactions. With this method, a customer’s voiceprint serves as a unique identifier, replacing the need for traditional passwords or PINs.

Virtual assistants

Banks and financial institutions may provide virtual assistants that utilize natural language processing (NLP) to comprehend customer inquiries and offer appropriate information or assistance. Voicebot in banking can successfully replace human support agents when it comes to resolving routine queries.

Customer support

Voice banking can be incorporated into customer service systems, which would enable customers to communicate with support representatives using their voice.

Benefits of incorporating voice technology in banking

Voice recognition technologies have found significant adoption in the financial industry due to several factors that offer numerous benefits to both financial institutions and their customers.

  • Convenience. Voice recognition tech has revolutionized user-device interaction, allowing for simple and secure voice payments in banking. It can also be customized for security by recognizing unique voice patterns. Use cases like voice-activated shopping and virtual assistants are emerging, indicating the limitless potential for this tech field.
  • Faster checkout. Voice-enabled payments are fast, secure, and accessible, eliminating the need for physical cards and making it especially helpful for people with disabilities. As voice recognition technology improves, it becomes more accurate and efficient as a hassle-free payment method.
  • Fraud reduction. Each person’s voice is as unique as their fingerprints and has distinct qualities such as timbre, pitch, and tone. Voice recognition authentication has become a highly secure method of verifying an individual’s identity in various contexts, from banking to law enforcement, due to the difficulty of imitating someone else’s voice accurately.
  • More accessible mobile banking. Voice banking software promotes inclusive banking for consumers with visual impairment by providing access to mobile banking without the need for a screen or touch.

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Technologies behind using voice in the financial sector

In the financial services industry, the use of voices entails utilizing various technologies to enable secure and efficient voice interactions. These technologies may include:

  1. Voice recognition technology is at the heart of voice-enabled financial services. This technology uses sophisticated algorithms and machine learning models to transform spoken language into text. It enables financial systems to precisely comprehend and interpret voice commands and queries from customers.
  2. Voice biometrics is a specialized area of biometrics that is used to identify and verify individuals based on their unique voice characteristics. This involves creating voiceprints of users and comparing them with stored templates to securely confirm their identity.
  3. Artificial Intelligence (AI) and Machine Learning (ML) are essential in voice banking services. They improve the precision of voice recognition, natural language understanding, and user authentication processes by constantly learning from data and improving system performance over time.
  4. Natural Language Processing (NLP) is a type of artificial intelligence that allows computers to understand and interpret human language in a way that is more similar to humans. In the financial services industry, NLP is utilized to comprehend the purpose behind customers’ voice commands and extract pertinent information to carry out tasks such as account inquiries, transaction requests, or customer support, among others.
  5. Text-to-Speech (TTS) technology is used to create lifelike speech from written text. In financial services, TTS is applied to give spoken responses to customers, making sure that voice interactions are more natural and user-friendly.
  6. Speech-to-Text (STT) technology is utilized to convert spoken words into text. This technology is commonly used to transcribe voice commands or queries, making it easier for financial systems to accurately process and comprehend customer instructions.

How to add voice payments to an existing banking solution?

Introducing voice payments in banking can ultimately enhance the user experience and streamline transactions if appropriately implemented. Let’s explore how to accomplish this.

  1. To start, you need to evaluate the current architecture and capabilities of the banking solution. This will help you determine if the existing system can handle voice payments, or if you need to make any modifications. You also need to assess different voice recognition and natural language processing (NLP) technologies that are compatible with the banking solution’s needs and can securely handle financial transactions.
  2. After selecting suitable voice recognition and NLP technologies, they can be seamlessly integrated into the current banking solution. This includes establishing APIs and SDKs to capture voice input, running it through the voice recognition system, and utilizing NLP to comprehend the user’s intention.
  3. To ensure the authenticity of users performing voice payments, secure authentication mechanisms such as voice biometrics or multi-factor authentication should be implemented. Furthermore, the system should integrate the backend logic for processing transactions securely and the essential verification mechanisms.
  4. To ensure a smooth banking experience, it is important to validate the accuracy and reliability of the voice payment feature prior to its release. This can be achieved through functional, security, and usability testing to identify and address any potential issues. It is also recommended to gather feedback from a diverse group of users to understand their experience and make necessary improvements.
  5. After launching, it’s essential to keep a close eye on the system’s performance and be ready to make changes based on user feedback and new technology.

Summary

Look at the numbers: in 2022, the voice banking market was valued at $1.34 billion and is projected to reach $2.74 billion by 2029. It’s clear that this emerging technology will be with us for a long time, steadily transforming how customers interact with their financial institutions.

If you want to stay ahead of the curve, introducing voice payments into your banking app is something worth considering. At Itexus, we have been helping financial institutions leverage technology to their benefit for over a decade. Our experts can help your organization explore the benefits of voice payments and implement them to meet your specific needs and goals. We can integrate voice technology into your existing app or develop a standalone voice payment app to deliver a tailored solution for your business and customers. Contact us to learn how we can help you adopt voice banking technology.

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