Case Study: RBS Group achieves major fraud reduction and protects customers with Nuance Communications voice biometrics

RBS Group fights fraud and protects customers with Nuance voice biometrics

RBS Group, which serves 19 million customers across multiple brands, faced increasingly sophisticated fraud targeting its call centre and other engagement channels. To protect customers while preserving a smooth service experience, RBS Group deployed Nuance Communications’ voice biometrics technology, including the FraudMiner screening solution, to detect and flag suspicious callers in real time.

Nuance Communications’ FraudMiner scans inbound calls against libraries of known fraudster and genuine voices, enabling rapid authentication, cross-channel detection and agent alerts. The deployment screened 17 million calls, produced 23,000 fraud alerts (about one fraud attempt per 3,500 calls), helped disrupt organised crime activities (including two arrests), reduced losses and delivered more than 300% ROI within a year.

RBS Group

Jason Costain

Head of Fraud Strategy and Relationship Management