Biometrics and natural language processing: the next steps in Santander’s digital transformation

Santander is reportedly introducing new technologies such as biometrics and natural language processing to help with identity verification.

Natural language processing will be added to the company’s telephone banking service, so that people can verbally post a question and then be redirected to the relevant team.

Voice biometrics, allowing customers to create a ‘voice print’ will be used to make phone authentication quicker and easier.

“Our innovative combination of phone ID and voice ID gives our customers an incredibly simple and seamless way to authenticate themselves when calling us – removing the need to remember and key in numbers while ensuring the highest standards of security,” commented Reza Attar-Zadeh, head of customer interactions at Santander UK.

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Speaking to Gigabit Magazine earlier this year, Santander UK’s Managing Director Andy Pearson emphasised the importance of keeping up with the latest technology innovations. “Technology is fundamental to banking and fundamental to what we do here.

“Our aspiration is to be the best open digital bank so we need to stay abreast of the latest developments and adapt to new ways of working, and be responsive to what the market and the customer needs,” he commented.

David Hayes, Chief Data Officer, added: “I firmly believe that technology will completely change banking in the next 20 years. The challenge for the industry will be to embrace those technologies – and the winners will be those who can do that in a way which is right for the customer.”