First Hawaiian Bank enabled voice-based biometric banking

The oldest and largest bank in Hawaii, First Hawaiian Bank, has deployed voice-enabled banking via Amazon Alexa.

First Hawaiian Bank is utilizing Voice Banking: Amazon Alexa, provided by vendor Fiserv, to enable customers to check balances and access transaction information, answering the most frequent requests made by bank customers. This initial set of capabilities will be available to customers this month, and First Hawaiian Bank will evaluate additional capabilities based on customer interest and demand and use of voice banking.

“Our customers want the freedom to choose how they interact with us,” said Eric Yeaman, President & COO, First Hawaiian Bank. “We have been working with Fiserv for several years to enhance our digital services and empower our customers with a wider range of choices in banking convenience. With voice-driven technology playing a bigger role in people’s lives, the time was right to introduce voice banking into that mix.”

Fiserv voice banking capabilities “emphasize natural language processing, enabling intuitive interactions so people can manage their bank account as they would speak in conversation”. Rather than being limited to a set of specific commands, once the skill is open, people can ask questions such as, “Alexa, what is my checking account balance?” or, “Alexa, what are my recent transactions?”

First Hawaiian Bank significantly expanded its existing relationship with Fiserv in 2015, updating and adding solutions for online and mobile banking and payments with an emphasis on delivering a unified experience across digital channels. The new voice banking capabilities will be integrated into and complement the bank’s current digital suite.

“As a customer-focused bank, First Hawaiian has earned a reputation for exceptional service,” said Kevin Schultz, president, Digital Banking, Fiserv. “Voice banking is another way the bank is expanding that spirit of service and connecting with customers through intelligent interactions that reflect how people live today.”

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