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Voice biometrics, fingerprint recognition, device ID and behavioral analytics are at long last becoming accurate and convenient enough for prime time.
May 12 -
The San Antonio financial services provider says 101,000 members have already logged into mobile banking with a spoken phrase or a selfie. It may be a sign that after 50 years, biometric authentication is finally hitting the mainstream.
February 3 -
Terrible password-keeping habits will force banks to beef up security on their end, a study suggests.
November 12
As it's rolled out biometric authentication for its mobile banking apps, USAA has learned some surprising things about who uses the feature.
More than 400,000 USAA customers, five of whom are over 90 years old, have opted in to use biometrics (face, voice or touch) to authenticate themselves to the company's mobile banking application.
Rick Swenson, USAA's fraud operational excellence and strategic initiatives executive, said he thought the demographic adopting biometrics would skew toward millennials, but the makeup of users has turned out to be different.
It's about half and half with the median being 35, Swenson said during a biometric roundtable hosted by the Center for the Study of Financial Innovation in London on May 11. And 15% of those in the older half are seniors over 65, he said.
Biometric authentication could be especially beneficial to older individuals, said Keith Gold, a communications consultant who formerly worked with IBM Banking and Financial Services Europe. As seniors' eyesight, hearing, motor skills and short-term memory start to wane, they might find using a
Biometric authentication can be particularly advantageous for military service members, a segment that USAA focuses on. Military personnel coming back from service are sometimes injured and unable to log in in a traditional fashion, Swenson said. USAA Federal Savings Bank has 10.7 million members, mostly military members and their families.
The
According to customer feedback, fingerprint scanning and facial recognition are the preferred methods, said Swenson. "Voice is just a challenge" because it relies on a quiet background environment, he said, plus people feel silly talking to their phones.
But Daon is developing a voice biometric process that feels more natural to consumers. The provider found that consumers felt better about speaking a set of numbers into their mobile device, rather than something like "my voice is my password," said Clive Bourke, president of Europe, the Middle East and Africa and Asia-Pacific at Daon, during a separate interview at the roundtable.
The cost to develop the biometric authentication process wasn't in the millions, Swenson said, comparing it to the development of remote deposit capture (RDC) or the ability to deposit a check by taking a picture of it with a mobile device.
As more customers migrate to mobile from the Web, the bank is also seeing a reduction in the number of calls to the call center, a majority of which are about authentication, Swenson said.
Among the first 100,000 customers that enrolled in the face and voice biometric authentication, USAA only received four calls to the call center, Bourke said.
Banks all across the globe are
"Biometric identification is inevitable ... and there are significant revenue opportunities here as well," Gold said.