Authentication with voice recognition

In the PostFinance Contact Center, we can verify your identity based on your voice. Once we have your voiceprint, we will be able to recognize you in all future calls by your voice. This increases security and saves time.

  • A person’s voice is unique and they have different characteristics, such as speed, frequency and volume. By using a voiceprint, PostFinance can tell whether the person calling is really who they say they are. Customers who have provided a voiceprint will no longer have to answer questions on themselves or their account as a result. This increases security and reduces the time needed to resolve queries.

    Customers domiciled in Switzerland

    The next time you call the Contact Center you will hear an automated announcement regarding the use of voice recognition. After your conversation with the customer advisor we will record a voiceprint of you. 

    Customers domiciled abroad (incl. Liechtenstein)

    When you call the Contact Center you will hear an announcement stating that PostFinance records voiceprints. The customer advisor can talk to you about it and ask if you agree to have your voiceprint recorded. If you reply with no, a voiceprint will not be created.

    You can activate voice recognition in e-finance yourself, regardless of where you are domiciled. In this case, the next time you call the Contact Center, we will create a voiceprint without asking you for it again.

    • Data protection is a high priority at PostFinance, so we implement comprehensive technical and organizational measures. PostFinance complies with legal requirements when determining and implementing these measures.
    • Authentication using a voiceprint increases security and ensures data protection.
    • Your voiceprint is stored on servers in the PostFinance security zone in Switzerland and saved in the form of a code value. In other words, what is actually said is not saved. Voiceprints are solely used for the purpose of authentication.
    • Before a voiceprint is created, the customer is asked a few questions about themselves and their account to verify their identity. This is to ensure a third party cannot create a voiceprint in your name.
  • How would I benefit from providing a voiceprint?

    PostFinance will be able to recognize you by your voice. You will no longer need to answer questions about yourself or your account. This means we will be able to address your query straight away and resolve it quicker.

    Where can I see if voice recognition is activated for me?

    Under “Adjust settings” below, switch to the “Settings and services” section in e-finance. There you can see if voice recognition is activated for you and if necessary you can change your preference. 

    If I have a cold and have lost my voice, will the system still recognize it?

    Yes, because the way your voice sounds is only one component of a voiceprint. Even if your voice changes over time, voice recognition is still possible.

    What if someone has a very similar voice to mine?

    The way your voice sounds is only one component of a voiceprint. Voice recognition analyses the unique way you speak.

    What actually happens if the caller’s voice does not match the voiceprint?

    PostFinance staff will receive a message. The conversation will be ended. In the event of attempted fraud, the customer advisor will also take further action.

    What happens if my voice is not recognized?

    That is very rare, and may only occur for instance if there are loud background noises or if several other voices in the proximity are audible. Should this happen, PostFinance will verify your identity with security questions.

    Is there a minimum age for voice recognition?

    We offer voice recognition from the age of 18.

    Will I be informed about the use of voice recognition in advance?

    Yes, as soon as you call the Contact Center for the first time after the introduction of voice recognition, you will hear an automated announcement regarding the use of voice recognition.

    You will hear the following text in the announcement:

    “This conversation will be recorded for security and recognition purposes. PostFinance will create a voiceprint based on the recording. This will be used to verify your identity through your voice whenever you call. If you do not wish to create a voiceprint, please inform the customer advisor.”

    For customers domiciled in Switzerland, we will record a voiceprint after the conversation. if you do not wish to use voice recognition, you can let the customer advisor know at any point or deactivate it yourself in e-finance. In this case, no voiceprint will be recorded.

    We will consult customers domiciled abroad (incl. Liechtenstein) and ask them if they agree to us recording their voiceprint. 

    I have deactivated voiceprint and would like to reactivate it.

    Under “Adjust settings” below, switch to e-finance and activate voice recognition there. By doing so, you consent to us creating a voiceprint for you the next time you call the Contact Center.

    How can I deactivate voice recognition?

    Under “Adjust settings” below, switch to e-finance and change the settings. The next time you call we will authenticate you with a few questions about your and your account. If a voiceprint existed, it will be deleted.

    Alternatively you can also let us know in writing or over the phone if you would like us to deactivate voice recognition for you.

    I have already explicitly rejected the use of voice recognition once, will this now be activated for me?

    No, you will be authenticated using security questions, as requested.

    I have deactivated voice recognition, why am I still hearing the automated announcement?

    The announcement is played every time we receive a call, regardless of whether voice recognition is activated or deactivated. From a technical standpoint there is no possibility to only play the announcement once or to turn it off if voice recognition has been deactivated.

    I do not want my voiceprint to be recorded. What should I do?

    • Authentication via questions about yourself and your account is still possible.
    • If you do not want voice recognition, you can let us know by phone. If you change your mind at a later stage, you can activate voice recognition in e-finance, or tell us by sending a message through e-finance or by calling the Contact Center.
    • You can also tell us if you would like us to delete an existing voiceprint.

Adjust settings

Activate or deactivate voice recognition authentication in e-finance.