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Convenience meets security

The rise of voice and facial recognition in banking has enhanced user experience

Face Recognition
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A ‘smart departure’ self-service machine scans a woman’s face to authenticate her identity using face recognition technology, during a demonstration by the Immigration Department at Hong Kong Airport in Hong Kong, China. (Photo: Reuters)

S Sundararajan
Over the last decade, we have seen an increase in the use of technology to simplify and better engage customers in all business sectors, especially in banking and finance. When internet banking started becoming mainstream, it was for simple reasons; reduced transaction costs, simpler integration of products and services, engaging marketing capabilities, and other aspects that expanded customer base and profit margins. With simplified user journeys, adoption rates have been phenomenal and banks and other non-banking financial institutions (NBFIs) are leveraging the power of technology to develop and deliver innovation that sets leaders apart from the followers. 

Since the onset of
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