MSE News: Voice recognition to replace passwords at First Direct

Zanderman wrote: »

Interesting idea - though it seems largely intended for telephone banking as far as i can see.

So no real change to online banking, which is how, I'd guess, most people access their account details. So perhaps a non-story for many people's banking access.

Which is probably just as well as I, for one, do most of my banking online, and usually on a desktop or laptop pc with no microphone. The banks would have trouble recognising my voice with those...

I've no idea what the stats are in relation to other banks re phone/online transactions, but I suspect FD have more telephone banking customers, since that is apparently where they get they high CS scores from:cool: Not to mention their rather clunky online system (and that's from a Co-operative customer:D)

I don't think I've ever called FD except when I first opened the account. I don't intend to ever call them either unless they force me to.

I don't see why everyone seems to have a problem with their online banking. It is in simple HTML so works everywhere on any browser without loading all sorts of rubbish.

I really only have an FD account because they paid me to switch and for access to HSBC branches which are the only bank (apart from Metro Bank which is only in London) to still accept old coins and notes.

marleyboy wrote: »

Here's hoping you don't have a cold or sore throat when accessing your bank.

Read the news article, it won't make a difference.

If my wife's experience is anything to go by, First Direct need to get their act together.

She was abroad with no access to the Internet so had to use phone banking to make a simple payment.

She failed the voice security and was put on hold for ages. Gave up tried again. When she was about to be put on hold, she asked for somebody to call her back. Was told it would happen 10 minutes later. They didn't call back. Called First Direct again, refused to be put on hold again and was told someone would call her back. Eventually somebody did who then asked questions that were difficult to answer without access to any information (she was sat on a beach at the time).

A simple payment took well over an hour and several expensive phone calls.

She is going to make a complaint and opt out when she gets back to the UK.

First Direct need to sort out the process for when you fail the voice check. I think the problem is they don't have enough staff available to cope with the voice recognition failures (it is a different person to the one who answers your call). If they allowed the person who answered your call to sort it out, it would be so much better.