Aviva Australia has implemented a voice verification system to improve its security system as well as the speed with which it interacts with its customers.
The voice identification technology will be integrated into its call flow, allowing customers to be identified immediately and transferred to the appropriate call centre agent with their respective customer details readily available. The voice identification system will also provide improved safeguards against fraud.
Frank Lombardo, group director of operations, said Aviva is a market leader in delivering technological solutions for their customers and the new voice system was another way in which the company could improve the experience for customers and financial planners.
It would allow the company to save time going through an identity check and focus on voice identification, the company said.
