Services
The adoption of NamiTech’s voice biometrics technology is a testament to Eximbank’s commitment to innovation and service excellence as it approaches its 35th anniversary. This move is also in line with the bank’s aggressive digital transformation strategy to regain its position as a leading joint-stock commercial bank in Vietnam.
Eximbank has chosen VoiceDNA by NamiTech for its superior advantages over many other solutions offered by established companies worldwide, including features, effectiveness, and optimized costs. NamiTech’s algorithms are the most advanced, allowing for a quick and natural 10-second voice sample collection process. The solution also performs exceptionally well in noisy public environments, supermarkets, and offices. These factors increase the success rate of voice sample registration during the first call to over 90%. Customers’ voices are registered when interacting with call center agents and can then be used for authentication with both agents and AI Voicebots. Customers don’t need to answer verification questions; instead, they only need to speak for more than three seconds for the system to automatically verify their identity and simplify their requests.
Notably, VoiceDNA by Namitech effectively detects voice spoofing attempts using voice synthesis technology (voice clone, deepfake), making it a valuable tool for Eximbank in ensuring accurate and swift authentication, even with AI Voicebot services. The bank adheres to Decree No. 13/2023/ND-CP on personal data protection, only providing information to account holders and always committing to protecting customers’ personal information.
Previously, the traditional verification questions used by Eximbank and most other banks posed risks and incurred time and cost expenses, impacting customer experience. Therefore, integrating voice biometrics into the customer verification process is a strategic move by Eximbank to enhance information security and protect users’ interests. Additionally, the technology’s fast processing speed saves time and costs for all parties involved, contributing to increased convenience and improved customer experiences.
Eximbank is one of the first banks in Vietnam to combine AI Voicebot and Voice Biometrics technologies in its call center system. This breakthrough demonstrates the bank’s strong commitment to protecting and enhancing customer experiences and its support for Vietnamese businesses in their digital transformation journeys. It also showcases the power and potential of “Made in Vietnam” technology on the international stage.
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