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Voice biometrics improving Australian Taxation Office call center service

Author: huifan   Time: 2017-08-29

After launching its voice biometric authentication service in 2014, the Australian Taxation Office has enrolled nearly three million taxpayers for the service to make it one of the most successful initiatives across the federal government, according to a report by IT News.

Developed by Nuance to improve the ATO’s call center experience, the service has since expanded to the ATO mobile app, and could ultimately be incorporated into the whole-of-government GovPass identity platform being developed by the Digital Transformation Agency.

Venetia Blackman, acting digital program assistant commissioner at Australian Taxation Office, said the service has played a key role in the agency’s broader digital transformation efforts to help citizens file their tax and superannuation affairs.

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