Phone Banking

Everything you need to know about Voice ID

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How does Voice ID work?

Here's the technical bit - when you speak, the system measures how you use your lips, mouth, vocal tract and diaphragm - as well as behavioural things like speed of speech, pronunciation and your accent. It measures about 140 different things that, all together, are totally unique to you. It does all this in around two seconds, and lets us know that it's definitely you.

We don't take an actual recording of your voice - instead, we take a digital 'print' of what's going on when you talk, and we attach that print to your account, so it's there whenever you call us.

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Do I have to say anything specific?

No. Voice ID focuses on how you say things - not what you say.


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Do I have to talk to a machine?

Definitely not. You'll still get through to a real person, 24 hours a day, every day. Same as always. Same as it will ever be.


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What if I don't want Voice ID applied to my account?

Voice ID makes banking with us easier. But if you really, really don't want Voice ID applied to your account, we'll be happy to discuss all the options with you - just give us a call.


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Will I still need to remember and provide my existing security questions?

For the time being, yes. But in time, once we have an accurate voice print for you, you won't need to remember as many security questions when you call.


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What if the Voice ID system doesn't recognise me or can't hear me properly?

If in the unlikely event that we can't verify you using Voice ID, don't worry we'll be able to verify you using a different method.


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What if I have a cold or a sore throat?

Even if you have a cold or a sore throat, the way that you generate speech is still the same, so we'll still be able to verify you using Voice ID. It might be tricky if your voice is severely changed for medical reasons, but we'll still be able to verify you another way.


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What if I have a disability affecting my voice?

If you have a disability that affects your voice, you can opt out of Voice ID and we can still continue to verify you on the phone in our usual way. If you're completely unable to use your voice, either temporarily or long-term, please contact us either by secure message or post, and we'll answer any concerns you have.


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I rely on a text-phone system, how will Voice ID work for me?

If you currently rely on text-phone, the way you operate your account will remain the same.


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Can I use Voice ID if I live overseas?

You can indeed.


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Will Voice ID apply to all areas of first direct?

Yes, all of our teams will be able to verify you using Voice ID.


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Where will my voice print be stored?

Your voice print will be stored securely alongside your existing account information.


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What about if my voice changes with age?

All voices change as people get older. We make sure that when you do talk to us we update your unique characteristics as they develop.


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What if I'm a carer or hold power of attorney for another customer?

The process for carers and people who hold Power of Attorney will stay the same as it is now. If you're a first direct customer already, we'll verify you using Voice ID which will give you access to your accounts and any others you're authorised to manage. If you're not a first direct customer but would like to access accounts you hold Power of Attorney on via our phone banking, please give us a call on 03 456 100 100 and we'll be happy to help.


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