Say goodbye to the pin: voice recognition takes over at Barclays Wealth Barclays claims the system has enabled the bank to improve security, while at the same time making client calls shorter and reducing Barclays" overall costs. Invasive security questions, such as a customer's mother's maiden name are called "knowledge-based authentication," but are routinely misremembered by customers. Customers must also repeatedly be verified each time they call. Software called "Nuance FreeSpeech" uses voice biometrics technology to compare the customer's voice to their unique voiceprint on file, and silently signals to the Barclays representative when the customer's identity has been verified. If security thresholds are not met, customers will use the traditional methods. Since its introduction, Barclays says more than 84 per cent of its customers have enrolled in the Nuance voice biometrics solution, with 95 per cent of those customers successfully verified upon their first use of the system. "We need to make sure that clients" needs for convenience and ease of access are effectively balanced with our mutual need for security," said Matt Smallman, of Barclays Wealth and Investment Management. "We're in the midst of a rapid evolution in customer service today, as people demand more natural, human interactions when they seek service and support," added Robert Weideman of Nuance. Voice biometrics technology allows organizations such as Barclays to redefine their customer service experiences through a more intuitive and transparent authentication process, easing the burden on both customers and service agents.