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HSBC and first direct led the way with voice-based technology last month and now Santander and Lloyds have followed suit. Santander's SmartBank app lets people ask questions about their statements, while Lloyds is now allowing people to conduct mortgage interviews via video. The 'voice biometric' technology is not only reserved for banks. Last month, TalkTalas became the first UK telecoms provider to roll out the technology. Customers can access their accounts over the telephone by using their voice as their password instead of providing personal details to prove their identity. The new feature, called TalkSafe, uses the same advanced voice biometric technology employed by leading banks. It identifies customers by analysing over a hundred unique characteristics of their voice including the shape of larynx, vocal tract and nasal passage, alongside pronunciation, emphasis and speed of their speech. A female voice then replies and transactions appear in real time, with retailers highlighted by name. Spending can be calculated by day, month or year and customers with a 123 credit card can also ask about the cashback they have earned. The bank said that if, for example, someone wanted to know the total amount spent at a supermarket or store this year, the tool will add it up, saving them having to go through their transactions. Santander said the move could help people get on top of exactly where their money is going. It is initially rolling out the voice banking technology in an introductory way, to help customers get to grips with its basic features. In order to use it, people will need to update their app and they will also receive a simple tutorial on the technology. They will also need to log into the app and pass the same level of security checks as they have done previously to ask it questions. Santander said the technology differs from voice biometrics, which only enables access to a customer's accounts by using their voice as a password. A second phase of the technology is being rolled out later this year, with more advanced features. This will allow customers to make payments, report lost cards, set up account alerts using voice banking and answer a broad range of spending questions. The second phase of Santander's technology will allow customers to make payments, report lost cards, set up account alerts using voice banking and answer a broad range of spending questions The move was announced as Lloyds Banking Group also announced the launch of technology enabling customers to have a mortgage interview via video link at home or at work. The new service, which was piloted for Lloyds customers in 2015, will enable Lloyds Bank and Halifax customers to speak to a mortgage adviser 'face to face' from the comfort of their own home via video link on a laptop, desktop or tablet computer. The video service is an alternative for customers who would otherwise be required to travel to a branch or speak to a mortgage adviser on the phone, Lloyds said. Meanwhile, 16 Lloyds Bank branches are piloting the use of the video service for customers coming into the branch, with the aim of increasing mortgage appointment availability at peak times.

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