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. These 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.
Authentication with voice recognition
In the PostFinance Customer 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.
The first time you call the Customer Center our voicebot will inform you regarding the use of voice recognition and asks you if you agree to us authenticating you with a voiceprint in future. After your conversation with the customer advisor we will record a voiceprint of you with your consent. Once you have informed the voicebot that you agree or disagree, it will not ask you for future calls.
You can activate or deactivate voice recognition in e-finance yourself, regardless of your conversation with our voicebot. In this case, the next time you call the Customer Center, we will create or delete 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.
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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.
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Under “Adjust settings” below, switch to the section “Voice recognition” section in e-finance. There you can see if voice recognition is activated for you and if necessary you can change your preference.
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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.
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The way your voice sounds is only one component of a voiceprint. Voice recognition analyses the unique way you speak.
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The PostFinance employee receives a message and will authenticate you using security questions or, if available, via the PostFinance App. If the authentication cannot be performed successfully, the conversation will be discontinued. In the event of attempted fraud, the customer advisor will also take further action.
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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.
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We offer voice recognition from the age of 18.
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Yes, as soon as you call the Customer Center for the first time after the introduction of voice recognition, our voicebot will inform you regarding the use of voice recognition and will explicitly ask for your conse
You will hear the following text in the announcement:
“PostFinance can create a voiceprint from the voice recording or use your existing voiceprint to verify your identity each time you call. If you agree, please say “yes”. If you do not agree, say “no”.
You will only hear the announcement text if you have not yet made an active decision about voice recognition, i.e. if you have not said “yes” or “no” by telephone or if you have activated or deactivated voice recognition in e-finance. If you have already actively agreed or declined, you will not hear this announcement.
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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 Customer Center.
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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 you and your account or, if available, via the PostFinance App. 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.
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No, you will be authenticated using security questions or via the PostFinance App, as requested.
Adjust settings
Activate or deactivate voice recognition authentication in e-finance.