Say Anything: Eastern Bank Breaks Ground in Voice Authentication

Image source: Google Images

Image source: Google Images

Grumblings from customers about the way their identity was checked in the call center — "three-question hell," some called it — made Eastern Bank realize it needed an alternative to knowledge-based authentication.

"This was, believe it or not, the single biggest specific complaint we got in customer research," said Dan O'Malley, head of Eastern Labs, the Boston bank's innovation center.

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