Telebanking

Voice ID is a new technology that enables you to use just your voice to verify when calling either the HSBC Amanah Premier or HSBC Amanah hotline, depending on your Account-i type. With the use of Voice Biometrics, Voice ID creates your unique voiceprint which is used for verifying your identity. A voiceprint combines both: physical factors (e.g. vocal tract, mouth shape and size, nasal passage) and behavioural factors (e.g. speed of speech, pronunciation and emphasis, accents). Voice ID provides another form of verification and aims to make verification easier for you by reducing the need to remember PINs and answer additional security questions.

Voice ID is based on the way you speak, rather than the sounds themselves. Therefore, we can still verify your identity when you are suffering from a general cold or sore throat. In exceptional situations where you may have a more severe illness that affects your voice or the background is too noisy, Voice ID may fail to recognize you. If this happens, you will be transferred to speak with our Customer Service Representative for further assistance.

To increase your chances of successful Voice ID verification, we encourage you to avoid calling from noisy locations.

It will be extremely difficult for imposters to get through by imitating your voice, as we measure more than 100 physical and behavioural factors of how a voice is produced, rather than the sounds themselves. We are also deploying additional new security controls to help reduce the risk of fraud attacks.

Customers who meet the following criteria can register for Voice ID services:

• Have an active account with no suspended, hot or dormant status
• Have already registered for Telebanking services
• Have a Telebanking PIN (also known as Phone Banking PIN) and a valid mobile number maintained in the system

As younger customers are still developing physically, the production of their speech is highly likely to change rapidly. 

Changes in physical factors of young customer’s voice could result in failed verification attempts which will cause inconvenience to the customer, and would require them to re-enrol with the service on a regular basis.

We have implemented the under 18 restriction to ensure our customers continue to receive the best possible experience when using phone banking. Young customers under 18 can continue to use Telebanking PIN to perform verification for phone banking services.

You may refer here for the enrolment process.

You can reset your Telebanking PIN (also known as Phone Banking PIN) by visiting your nearest branch.

Yes, you can only register for HSBC Voice ID services via Telebanking PIN authentication (subject to having a valid registered mobile number in our system).

Yes, you have to register via the Voice ID Enrolment Hotline 03- 8321 8000. You can call the Enrolment Hotline at any time to register. Alternatively, Telebanking customer service officers will also be able to transfer you to the Enrolment Hotline to perform registration. If you have any questions about Voice ID or the enrolment process, you may call the HSBC Amanah Premier or HSBC Amanah hotline, depending on your account type, to contact a Telebanking customer service officer.

Once you have successfully enrolled for the Voice ID services, we will use Voice ID as the verification method automatically when you call us for Telebanking services going forward.

However, if you choose not to enrol in Voice ID services, you can continue to use your Telebanking PIN for verification, as you do now.

Voice ID is based on the way you speak but not what you say. Voice ID has an acceptance tolerance for slight variations from the Voice ID passphrase. This takes into consideration people with different accents who may pronounce the same word differently, and allows all HSBC Amanah customers to enjoy Voice ID services.

No, the customer service officers will not be able to know which language you chose at enrolment. However, when you use our Telebanking service and once you have successfully entered your account number, the Interactive Voice Response system (IVR) will prompt you to repeat the Voice ID passphrase in the language you chose at enrolment.

You will have access to the same services that are currently provided by Telebanking regardless of whether you are using Voice ID or Telebanking PIN for verification.

If you have failed Voice ID verification several times in a row, your Voice ID services will be temporarily suspended. You can contact us to reset your Telebanking access via Telebanking PIN authentication. If you do not have a Telebanking PIN, you can set one up by visiting your nearest branch.

You can continue to use Telebanking PIN to perform verification for phone banking services as you do today.

Yes, you can opt-out of the service at any time. To opt out, you will need to call either the HSBC Amanah Premier or HSBC Amanah hotline, depending on your account type, and contact a Telebanking customer service officer. They can update your profile status for you.