Press Release

Deutsche Telekom has deployed AI giant Nuance’s voice biometrics solution to offer subscribers easy and secure authentication when calling the customer service phone line. Deutsche Telekom is the first company in Germany to harness voice biometrics in a bid to provide a more seamless and secure path to customer support.

With the addition of voice biometrics, customers at Deutsche Telekom can now use the sound of their voice to confirm their identity when calling for service. Instead of entering cumbersome information such as account numbers, enrolled subscribers simply say the passphrase “Bei der Telekom ist meine Stimme mein Passwort” which is matched to their unique voiceprint, akin to a fingerprint, to gain account access.

The telecoms operator has integrated Nuance’s voice biometrics with its existing customer service hotline, already powered by Nuance conversational AI-based technology, to allow customers to speak their requests naturally instead of navigating a complex phone menu.

“It is no secret that consumers today have higher expectations and demands for the type of service they receive from the companies they do business with,” said Robert Weideman, executive vice president and general manager, Enterprise Division, Nuance. “Our conversational AI solutions enable Deutsche Telekom to power more natural customer service conversations and deliver individuals the help they need quickly and securely.”

Nuance’s voice biometrics technology is currently improving overall customer experience and satisfaction on the phone channel for Deutsche Telekom, as well as reducing call handling time. In the future, the same technology can enable streamlined authentication for other channels including mobile apps and the web.

“We’re proud to be leading the way as the first German telecommunications provider to deploy voice biometrics on our service hotlines and making this advanced technology available to our customers. We can identify our customers quite simply and quickly by the sound of their voices and there will be no more time wasted searching for contract numbers. The procedure is one of the most secure available,” says Ferri Abolhassan, Managing Director Service at Telekom Deutschland GmbH.

Deutsche Telekom joins the growing list of leading businesses and the first in Germany that have successfully implemented Nuance biometrics around the globe. These organisations represent diverse industries and have witnessed rapid, widespread customer adoption of the technology. The Australian Taxation Office, ICICI Bank, Royal Bank of Canada, Santander, TalkTalk, and Vodafone Turkey are among the many organisations that have each enrolled more than 1 million voiceprints after implementation. Nuance’s voice biometrics offering is part of Nuance’s Security Suite that supports companies to easily authenticating customers and preventing fraudsters from illegal access.