Natwest launches voice-based banking technology

Natwest has launched the pilot for its new voice technology to enable consumers to do banking through their Google Assistant on Google Home smartphone or speaker.

The test will run for three months. During this, select customers will be able to check their current balance and recent transactions through voice and given a verbal response – information will also appear on screen for smartphones.

Where customers are unable to get an answer or need to speak with someone, a message will be sent to their phone with the customer helpline details.

This initial pilot lets users ask eight questions, as well as more than 15 banking tips, with a potential for more to be developed it the trial is successful.

For security reasons, customers need to set up their voice banking service with their existing online banking password and PIN. After this, they will be required to offer a partial voice PIN to verify their identity.

NatWest head of open experience Kristen Bennie said, “We are exploring voice banking for the first time and think it could mark the beginning of a major change to how customers manage their finances in the same way mobile banking made a huge impact. This is one of a number of services that the bank is aiming to develop this year that uses cutting edge, innovative technology to better serve our customers.”

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