AIB to introduce voice id authentication on card service and branch phone lines

As part of AIB’s commitment to provide customers with innovative new services, AIB commence the roll out of Voice ID authentication across Card Services and Branch phone lines. Voice ID is a simple, fast and secure way to authenticate customers over the phone, using their voiceprint, which has more than 100 unique physical and behavioural characteristics.

Once roll out is complete, customers will enjoy a more simple, frictionless authentication process and no longer need to answer security questions on each call, speeding up the process and ensuring the security of their confidential account information. From 23 October, customers can enrol for Voice ID when they call Card Services and Branch phone lines. Once the current verification process is complete, customers will be prompted to repeat the phrase ‘My Voice is my password.’ Once captured, the customer will receive a text to their registered mobile phone number to confirm that they are set up for Voice ID.

Sean Jevens, Head of AIB Digital Channels said “Our customers have rapidly embraced Biometrics since we initially rolled them out across our AIB Mobile App. Each day c. 50K customers use Touch ID or Face ID on their Mobile to login. For this reason, we decided to extend biometrics to our Call centre, this time leveraging Voice ID, which allows customers to quickly and securely identify themselves using their voice when they call.”

During the rollout, customers may still be asked some security questions. Voice ID will be available to personal customers who are over 18 and who have a Debit or Credit Card.

For further information, please visit www.aib.ie/voiceid