Sberbank enters a possibility of voice confirmation of transactions

Remote identification of bank customers

2021: Sberbank introduces the possibility of voice confirmation of operations

January 21, 2021 it became known that Sberbank introduces the possibility of voice confirmation of operations. Thanks to the new technology, the credit institution hopes to protect customers from fraud.

We put this payment on hold [hold - approx. TAdviser] and call the client again, for example, and ask a whole set of questions. In some cases, we now want to use elements of biometrics. For example, if you do this, confirm it using biometrics, "Deputy Chairman of the Board of Sberbank Kirill Tsarev told reporters (quoted by Interfax).

According to him, as a client, he himself was faced with blocking the payment as a suspicious transaction, confirmation by voice was required. Suspicious transactions may include, for example, payments abroad, if they have never been made before.

Sberbank introduces the possibility of voice confirmation of transactions

Tsarev noted that at the initial stage such a mechanism will not apply to all operations, but over time the bank scales this tool. The deputy chairman added that in order to access the service, it is necessary to submit your biometric data.

We are now setting up artificial intelligence so that if a client suddenly reports his personal data, we can still block it. In some cases, we want to use elements of biometrics, for example, if you perform an operation, then you can confirm it using biometrics, in voice, the top manager of Sberbank.

Natalia Pshenichnikova, a senior lecturer at Synergy University, in a conversation with RIA Novosti, noted that biometric data is becoming the target of telephone fraudsters. To remotely use financial services, a citizen in his bank must connect the possibility of voice authentication and transmit biometric information: pronounce several phrases. This is necessary for the procedure for confirming identity, the expert explained.^{[1] [2]}

2018

Biometric data collection provided in 20% of Sberbank branches

On January 11, 2019, Sberbank announced the completion of the replication of biometric data collection into the Unified Biometric System (EBS) and personal data into the Unified Identification and Authentication System (ESIA) for remote identification of citizens in 20% of its branches serving individuals.

At the end of 2018, we provided more than 2,700 Sberbank branches with the necessary technologies to receive biometric data, which amounted to 20% of the total number of our offices serving individuals. We are confident that the introduction of advanced technologies will make the interaction of citizens with state bodies and banks more comfortable, fast and reliable. After passing biometric data, any resident of the country can use the services of banks and state institutions without a personal presence, "said Svetlana Kirsanova, Deputy Chairman of the Board of Sberbank, head of the Retail Business block.

ESIA provides citizens with access to the portals of public services and the Russian Public Initiative. To use the ESIA account as part of remote identification, a citizen needs to confirm his ESIA account with a personal presence at the MFC, authorized banks and TC using a passport and SNILS.

The process of collecting, processing and transmitting biometric data to the Unified Biometric System (EBS) is strictly regulated, in particular, in the information package together with biometric data at the stage of collecting biometrics, the SNILS of the employee who performed the collection operation must be indicated, and the package itself is signed by a qualified electronic signature of the bank.

Once the biometric data is submitted, any resident of the country can use the services of banks state and institutions without a personal presence. As explained in Sberbank, for this it is necessary to register with the ESIA and submit to the Unified Biometric System - biometric data face and voice templates - in an authorized bank.

A unified biometric system is designed to ensure equal access to financial services for all residents of the country - including low-mobility citizens and those who live in inaccessible settlements. Sberbank has the most covered network in Russia, so collecting biometric data at Sberbank will open up the opportunity for citizens to create a digital image near the house, and subsequently save time and money to travel to the bank's offices for operations. Biometrics users will be able to receive banking services at any time, regardless of the time of the branches, "said Ivan Berov, director of digital identity at Rostelecom.

The connection of Sberbank to the Unified Biometric System is the result of our great joint work with Rostelecom and Sberbank. As of January 11, about 170 banks were connected to the system. In 2019, it is planned to expand the possibilities of using the Unified Biometric System to optimize the internal business processes of banks and applications in other industries, "said Oleg Pak, State Secretary, Deputy Minister of Communications and Mass Communications of the Russian Federation.

Sberbank began collecting biometric data of Russians for EBS

December 13, 2018 Sberbank announced TAdviser support for the initiative on Central bank Russia remote identifications clients and the launch biometric of data collection for "" - Key Rostelecom Unified biometric System (EBS) of the Unified Identification System and (). authentications UIAS

As part of this initiative, Sberbank acts as an agent of the Unified Biometric System. According to bank specialists, by the end of 2018, the share of Sberbank offices that accept biometric data ESIA for transfer to the EBS will be at least 20% - the offices are joined gradually in order to maintain the stability of the functionality.

The implementation of a completely new functionality for the client, taking into account the scale of the bank, required a deep study and implementation of a set of technically complex works on its integration into existing banking processes and infrastructure. In addition to infrastructure testing, the bank applied customer experience design tools - such as design thinking and building the Customer Journey Map (CJM). The introduction of advanced technologies will make the interaction of citizens with state bodies and banks more comfortable, fast and reliable, "says Elena Serova, director of the Care for Customers division of Sberbank.

According to representatives of Sberbank, after passing biometric data, any resident of the country can use the services of banks and state institutions without a personal presence. To do this, you must register with the ESIA and pass biometric parameters - face and voice templates - to the authorized bank.

Biometrics, as a recognition system in unique features (for example, in the face or voice), is a reliable form of data protection from fraudsters, since the face and voice cannot be forged. In addition, this method significantly reduces the time to identify customers. The data that the bank transmits to the ESIA is encrypted, protected in accordance with the requirements of Federal Law No. 152-FZ "On Personal Data" and placed in the Rostelecom repository, Sberbank said in a statement.

Collect customer votes to build your biometric platform

In early September 2018, Sberbank began collecting biometric data from customers on its own platform so that it could confirm identity faster and safer when contacting a call center.

Sberbank invited customers on a voluntary basis to pass a voice sample through the Sberbank Online mobile application. Previously, it is necessary to give consent to the processing of personal data - not only voices, but also images of the face, drawings of palm vessels, fingerprints and "characteristics of behavior when interacting with automated bank systems" - and enter the code sent in sms. This data is needed by the bank to identify retail customers and company representatives. Consent is given for 50 years, it can be withdrawn by writing a statement at a bank branch.

Sberbank creates its biometric platform and began to collect samples of votes

Biometric technologies for identification and authentication, as specified in Sberbank, are carried out strictly in accordance with the law. After consent to processing of biometric data it is possible to write down a voice sample at a call to call center in the voice IVR menu (scheme of the voice menu) or at any office of bank. The service will be available to all customers in Russia, specified in Sberbank.

According to Sberbank Vedomosti creates its own biometric platform, which should compete with. Unified biometric system Central Bank According to the representative of Sberbank, the Unified Authentication System (ESA) by the beginning of October 2018 works with the face and voice of more than 6 thousand of its branches. He explained that this system "will provide access to biometric services in all channels, speed up service and make it more convenient and safer," the publication quotes.

By 2021, according to the Central Bank, banks will be able to provide not only financial, but also public services on its basis.^[3]

Sberbank: Use biometrics or not - the solution will remain with the client

Sberbank, which has repeatedly made high-profile statements about the planned introduction of biometric identification of customers, including those on fingerprints, is in fact not in a hurry to implement these plans. As of the 2nd quarter of 2018, the case is still limited mainly to pilot projects and fingerprint entry into a mobile bank, as well as studies of the audience's attitude to such technologies.

In 2015, representatives of Sberbank announced that already in 2017-2018, a fingerprint identity check could appear in all branches of Sberbank and be used, including for issuing loans and paying for housing and communal services^[4]. Nevertheless, in 2018, the bank is still investigating the attitude to this type of identification.

Sberbank is studying whether customers are ready to provide him with their fingerprints "(photo - imenno.ru)"

In one of the surveys of its clients, which the bank conducts in the spring, there is a question of whether the client will not oppose providing his fingerprints in order to increase protection against fraud.

Sberbank regularly conducts surveys in order to improve the quality of service to our customers. The use of biometric technologies in fintech was recognized as the most breakthrough direction according to the results of the Juniper study of 2016, so we have been studying the attitude of our customers to such innovations for more than a year, explained TAdviser at Sberbank.

At the same time, even if the attitude of customers to the delivery of "biomaterial" turns out to be mainly positive, to use biometric identification or not - should remain at the discretion of customers, follows from the response of Sberbank.

The fingerprint has become familiar to millions of smartphone users around the world, but this is only one of the possible ways that identification can be used. Sberbank is also exploring the possibility of recognizing customers by face and voice. In any case, the decision to use a specific technology or not will remain with the client, said TAdviser at Sberbank.

The bank noted that you can always use the classic method of identification by passport, and alternative methods of identification and authentication will only help make the service faster, more convenient and safer.

Along with studying the attitude of customers to fingerprinting, Sberbank continues to "pilot" on identification on the finger at several points of the ABC of Taste and the Prime cafe. There, customers can register their finger there and pay for purchases without a plastic card and phone. It should be noted that this is a long-playing pilot - Sberbank reported its launch back in 2016.

Separately, Sberbank introduces biometric authentication to control employee access to information systems.

Notes

2017: Pilot - the first Sberbank ATM with customer recognition by face

In June 2017, Sberbank launched a pilot project to identify a client at an ATM according to the person's biometric data. The device on which the biometric technology is being tested was installed in the Agile office of Sberbank on 32 Kutuzovsky Prospekt. At the time of the pilot's launch, the function is available only for bank employees and only for non-cash operations, TAdviser at Sberbank specified.

The developer of biometrics used in the Sberbank test ATM is the patented algorithm of Toshiba, and its supplier was RecFaces.

Sberbank told TAdviser that an employee who wants to take advantage of the new ATM opportunity must first register a biometric template by contacting a bank employee. After that, he can approach an ATM equipped with biometrics, click on the "Biometrics Service" button and perform the necessary operations.

In pilot mode, face identification allows only cashless operations

Biometric authentication of a person by face geometry is a fairly common method of identification and authentication, Sberbank notes. To construct a three-dimensional model of a human face, contours of eyes, eyebrows, lips, nose, and other elements are distinguished, after which distance between them is calculated and a three-dimensional model is constructed. To determine a unique pattern corresponding to a particular person, 12 to 40 characteristic elements are required. The template should take into account many variations in the image for cases of face rotation, tilt, changes in illumination, changes in expression, etc.

According to the results of research conducted at the bank, facial recognition technology is perceived by customers more positively than other biometric parameters, "TAdviser told Sberbank. - In addition, facial identification technology is more advanced and secure than, for example, fingerprint identification. The papillary fingerprint pattern is very easily damaged and there is a high degree of failure in people with dry skin and pensioners.

Face recognition technology is protected from frode in the form of photographs and video recordings, since identification is carried out in the visible and infrared spectra, Sberbank added.

Among the advantages of recognizing customers by face, Sberbank sees a decrease in service time, a decrease in frode from both customers and staff due to increased reliability of authentication.

The pilot project will last until the end of 2017. According to its results in 2018, the bank will consider the possibility of replicating this functionality.

In addition to biometrics, in the same ATM, Sberbank tests video advice to customers. To get a kind of consultation, click on the "Video communication" button on the device screen. The client sees a consultant on the screen who provides support in carrying out the necessary operations and offers other services of the bank.