{"id":57402,"date":"2023-06-16T11:51:52","date_gmt":"2023-06-16T11:51:52","guid":{"rendered":"https:\/\/veridas.com\/?post_type=success_story&p=57402"},"modified":"2025-10-23T07:39:27","modified_gmt":"2025-10-23T07:39:27","slug":"mutua-madrilena-voice-biometrics","status":"publish","type":"success_story","link":"https:\/\/veridas.com\/en\/success-stories\/mutua-madrilena-voice-biometrics\/","title":{"rendered":"Mutua Madrile\u00f1a reduces its customer verification time by 95% thanks to voice biometrics"},"content":{"rendered":"\t\t
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The challenge: reducing customer service time to improve customer experience\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tNowadays, more and more people carry out everyday transactions online. Still, a high percentage of the population continues to do business over the telephone, especially in the insurance and telecommunications sector.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tOne of the most significant drawbacks of this system is user identification. Traditionally, this identity verification is done using “security questions,” which aim to verify the user’s identity based on knowledge of specific information such as identification numbers or addresses. In addition to lengthening the call time, which is usually around 95 seconds, this system is susceptible to fraud as it is very easy to bypass for anyone who might know or find out this information about the person.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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The solution: a voice biometrics solution\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tVeridas voice biometrics allows companies such as Mutua Madrile\u00f1a to reduce customer identification time to zero, as it is a technology that recognizes the user’s identity as they speak, with just 3 seconds of voice. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tIn this way, while the user indicates the reason for their call, they are automatically recognized in any language and speaking freely, without repeating any specific phrase or revealing any sensitive information.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThanks to this technology, Mutua Madrile\u00f1a offers its customers a secure and optimized authentication experience while reducing fraud and improving the operational efficiency of its contact center.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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The result: reduction of customer identification time by up to 85 seconds.\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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With the incorporation of voice biometrics, Mutua Madrile\u00f1a has achieved the following:\u00a0<\/span><\/p>

  • Increase customer satisfaction by eliminating friction, passwords, and security questions.<\/span><\/li>
  • Save on costs and operational efficiency by eliminating manual verification of customer identity.<\/span><\/li><\/ul>
    • Avoid identity theft: biometrics provides a highly secure and accurate method of identity verification that ensures only the right person is accessing services.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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      <\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
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      \"Voice biometrics reduces customer verification time by more than 95%. The average busy IVR time is 90 seconds with traditional methods, while it becomes 5 seconds with this solution.\"\n<\/div>\n\t\t\t\n\t\t\t\t\t\t
      \n\t\t\t\t
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      \n\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t
      \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t
      H\u00e9ctor Estella<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
      VoIP Manager en Mutua Madrile\u00f1a<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
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      <\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      reduction of customer verification time<\/div>\t\t\t
      \n\t\t\t\t<\/span>\n\t\t\t\t90<\/span>\n\t\t\t\t%<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      seconds to authenticate customers<\/div>\t\t\t
      \n\t\t\t\t<\/span>\n\t\t\t\t0<\/span>\n\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      improvement of service adaptability<\/div>\t\t\t
      \n\t\t\t\t<\/span>\n\t\t\t\t10<\/span>\n\t\t\t\t%<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      productivity increase<\/div>\t\t\t
      \n\t\t\t\t<\/span>\n\t\t\t\t10<\/span>\n\t\t\t\t%<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      cost savings<\/div>\t\t\t
      \n\t\t\t\t<\/span>\n\t\t\t\t10<\/span>\n\t\t\t\t%<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
      \n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      <\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
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      A Contact Center Hub award-winning project\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
      \n\t\t\t\t\t\t\t\t\t

      The Platinum Contact Center Awards have established themselves as independent and prestigious awards for excellent customer service in the Spanish industry.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

      \n\t\t\t\t\t\t\t\t\tThe award for “Best Customer Experience in Insurance 2023” has been granted to the Veridas project with Mutua Madrile\u00f1a, reinforcing and encouraging us to continue our commitment to excellence in customer satisfaction. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
      \n\t\t\t\t\t\t\t\t\tThe award was presented by \u00c1ngel Ruiz and Bel\u00e9n Ali\u00f1o, sales manager at Veridas, and collected by Judith Gil L\u00f3pez from Mutua Madrile\u00f1a, who highlighted “We are fulfilling the objective for which we included this voice biometrics solution – to reduce the TMO on each call and improve the experience – in IVR, and we are exploring for its amplification in other customer service channels.”\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
      \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

      Mutua Madrile\u00f1a is a leading insurer in Spain, specializing in automobile, home, life and health insurance. Founded in 1930, it stands out for its focus on innovation and service quality, offering products and solutions tailored to the needs of its customers.<\/p>\n","protected":false},"featured_media":57400,"template":"elementor_theme","format":[253],"country":[],"resource":[293],"topic":[251],"industry":[239],"solution":[236],"solucin":[168],"class_list":["post-57402","success_story","type-success_story","status-publish","has-post-thumbnail","hentry","resource-yes","format-success-story","topic-identity","industry-insurance","solution-voice-authentication","sector-insurance-health","solucin-voice-biometrics"],"acf":[],"yoast_head":"\nMutua Madrile\u00f1a reduces its customer verification time by 95% thanks to voice biometrics | Veridas<\/title>\n<meta name=\"description\" content=\"Mutua Madrile\u00f1a increases customer satisfaction and loyalty by reducing the time and effort required to access its services thanks to voice biometrics.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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