Now, when you make a call to our customer service center, we can verify you with just the unique characteristics of your voice. You simply speak and our Voice ID technology authenticates you quickly and securely.
We know it can be frustrating to have to answer multiple questions when you call us with account questions. Security is a priority, but so is your convenience. That’s why we are excited to introduce Voice ID – a smart, simple technology that creates a digital voiceprint with just the unique characteristics of your voice.
The voiceprint created with Voice ID is fully encrypted with digital markers that capture more than 100 physical and tonal qualities of your voice. The result is an authentication system that uses your own individuality to safeguard your account against fraud.
It’s easy to make Voice ID your secure verification system. You will be automatically enrolled next time you call our customer service number. You can opt out and use traditional authentication methods at any time.
Want to learn more? Check out these FAQs.
What is Voice ID and why are you using it?
Voice ID is a way to use your voice to help us identify you by capturing a voice print. It is a way to help keep your account secure.
What is a voice print?
A voice print is as unique as a fingerprint. It is a complex set of characteristics that uniquely identify a person’s voice. It is not a recording of the voice itself – it is characteristics and information about a voice that makes it unique.
How is my voice print captured?
A recording of your voice is analyzed to create your unique voice print. Our system creates a voice print during the course of a natural conversation. It captures over a hundred unique voice characteristics transparently while you speak.
How is my voice print used?
Your voiceprint will be used as a more reliable means to identify you when you call us. It does not completely replace the need to ask you for a security word in some cases. We believe that voice verification is quicker and easier for you.
What if I don't want to use my Voice ID for verification?
All consumer account holders are eligible and are enrolled when calling customer service. However, you can opt out at any time before or after your Voice ID is captured.
When during the call are you capturing my voice?
We capture your voice throughout the entire call.
Are you using my Voice ID for anything other than verification?
Voice IDs are only used to verify customers. Voice IDs will not be shared or used for any other purpose.
Why capture my Voice ID if I still have to go through other questions before you’ll help me?
Using your voice for verification is an alternative and more reliable means to identify you when you call us. It does not completely replace the need to ask you additional security questions in some cases. We believe that voice verification is quicker and easier for you.
Does it work 100% of the time?
Using your voice for verification provides a new way to access your account; however due to the nature of the technology we may at times ask you to verify through other methods.
Do I have to use the same phone?
No, you can call from any phone.
If my account is closed, does Capital Bank continue to retain my Voice ID?
We provide limited services on closed accounts where verification is required, so your Voice ID may be retained as a method of verification.
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