Case Study: Barclays Wealth and Investment Management achieves a 15% reduction in average call time and seamless voice authentication with Nuance Communications' FreeSpeech

Barclays improves their customer experience

Barclays Wealth and Investment Management, a leading global wealth manager, sought to improve telephone authentication to enhance customer experience, reduce average call handling time, lower security-related complaints, and boost employee engagement and risk profile. To meet these goals, Barclays partnered with Nuance Communications and implemented Nuance FreeSpeech voice biometrics.

Nuance Communications’ FreeSpeech passively verifies callers during natural conversation and integrates with Barclays’ CRM so accounts load instantly. The solution cut authentication from 2–7 minutes to about 20 seconds, reduced average call times by 15%, enabled voice authentication on over 65% of calls (with over 57,000 customers enrolled and reported uptake of 97%), delivered a 90% reduction in security complaints, achieved 93% of clients rating the system at least 9/10, and increased colleague engagement scores by 5%.

Barclays Wealth and Investment Management

Anne Grim

Head of Global Client Experience