Case Study: Digital Banking Innovator

Pioneering banking app, powered by platform flexibility and best-of-breed biometrics

The challenge

A digital banking innovator wanted to offer a superb customer experience to its young customer base, featuring a cutting-edge banking app powered by biometrics. But inflexible licensing and engagement models offered by biometric technology vendors frustrated its development efforts. It needed to find a vendor who could work flexibly, iterating different versions of the enrollment process until it offered a seamless experience.

The solution

The bank reached out to Daon and found the partnership approach it was aiming for. Working closely with the bank’s Innovation VP, Daon built, customized and refined the app using multifactor authentication. Daon incorporated its own facial matching algorithm and a voice technology from another vendor the bank had selected; both voice and facial recognition were available in the app when it launched into the market.

The rollout

Customer reaction was excellent: the app was successfully launched in the local language of the bank’s customer base and expanded to a second territory. A weak link in the solution, however, was the voice element, which came with an inflexible software licensing model from the third-party vendor. After considering its options, the bank chose to move away from the legacy voice technology and upgrade to the latest release of Voice X, Daon’s own voice matching algorithm.

A SEAMLESS SWITCHOVER FOR CUSTOMERS

The bank successfully made the switch, and not a single customer had to re-enroll a new voiceprint. All voice files – maintaining local, non-English language prints – were migrated, and the changeover was invisible to end customers. Best of all, the bank has achieved its goal: it’s enhanced its market reputation for thought leadership, being the first to successfully feature multi-modal biometrics in its banking app, including best-of-breed voice recognition. VoiceX is also delivering cost savings, thanks to Daon’s licensing model and the fact that it uses less physical infrastructure.