Frequently Asked Questions (FAQs)
Voice ID is one of many security tools Commerce Bank uses to help protect your personal banking information.
Voice ID is an authentication technology that uses your voice to help verify your identity just by the sound of your voice, allowing faster and more streamlined access to your accounts. When you call the Commerce Bank Customer Care Center, Voice ID creates a unique digital representation of your voice that helps authenticate your identity. Voice ID is one of the ways we help to keep your personal information and access to your accounts encrypted.
By speaking in your normal way during a phone conversation with a Customer Care Center associate, Voice ID generates a unique “voice print” — in a similar way to the way fingerprints are used. Once this unique “voiceprint” is created and an encrypted copy stored, Voice ID matches your voice to your voiceprint to make sure it’s you. This allows you to more safely interact with us, spend less time authenticating, and focus on the reason you called.
A voiceprint is a unique digital representation of your voice made up of more than 130 different identifying characteristics. Like a fingerprint, these characteristics are unique to you, providing you with a simple way to help you authenticate your identity whenever you call us.
We know that you have a lot of passwords and PINs to remember. With Voice ID, you can confirm your identity simply by speaking with a Customer Care Center associate, so you can get to your requested business faster. You will be able to quickly establish who you are and make verification easier and more convenient.
Hundreds of voice characteristics are represented in your voiceprint, only a few of which are affected by a cold. A health condition that severely affects your voice, such as laryngitis, will lead to a failed authentication — in this case, we’ll authenticate with other security questions.
Your unique voiceprint enables an authentication experience that is reliable and easy to use. Voiceprints are very dependable but, if there’s ever a problem with your voiceprint, we can verify you the way we do today — with your existingauthentication questions.
There may be instances, like too much noise in the background, for us to make a positive verification using Voice ID. In that case, our Customer Care Center associate will ask for the answers to your security questions to protect you and your accounts.
Voice ID is a faster security option for speaking with a Customer Care Center associate, but it isn’t required. If you don’t enroll, you’ll need to be verified by answering security questions each time you call.
Voice ID has sophisticated fraud monitoring detection processes and can detect if someone is trying to authenticate using a recording of your voice. We store an encrypted copy of your voiceprint that only works with our system.
A voiceprint works in a similar way to a fingerprint and uses more than 130 distinct characteristics that are unique to you. These characteristics cannot be easily copied. Voice ID has several measures in place to ensure that a system quickly flags a recorded playback or a synthetic voice creation.
You can opt out of Voice ID at any time and if you change your mind, you can easily re-enroll upon request. If you no longer want to use Voice ID, we’ll delete your voiceprint at your request.
To send an email that contains confidential information, please visit the Secure Message Center where there are additional instructions about whether to use Secure Email or Online Banking messaging.