Frequently Asked Questions

Voice authentication is the science of using a person’s voice as a uniquely identifying biological characteristic in order to authenticate them. This eliminates the need for passwords or security questions, which can be guessed or stolen. 

Voice authentication is based on a unique physical characteristic of the user, which makes it difficult to hack. A person’s voice identifies them as uniquely as their looks or fingerprints. Voice authentication works by extracting the characteristics that distinguish a person’s speech from other people to create a voiceprint.? 
 

A voiceprint is a digital model of the unique vocal characteristics of an individual which allows Ollie to capture and create a voice identity profile when you opt in to use voice authentication.

A sample of your voice will be recorded by Ollie. This is then paired with your account information. From that point on you are authenticated by your voice each time you call and will be able to proceed with your request without the need for any additional authentication. 
 

Voice authentication relies on two levels of speech recognition. The first identifies each word you input. Through the years, these solutions have improved, so they now offer accuracy rates higher than 90 percent. Ollie can create a caller voiceprint with only 10-20 seconds of audio. Once your voiceprint gets created, you can get authenticated within three seconds.?

Call UnitedOne and speak to Ollie to access your account using traditional authentication prompts. Once you complete your transactional experience, Ollie will ask you if you would like to enroll in voice authentication for future use. Let Ollie know you would like to enroll, and you will receive a one-time passcode via SMS text message to your number on file. He will then send you a disclosure and authorization form to the registered email you have on file for your account. You have seven days to complete the authorization form, which can be completed in minutes and submitted digitally.

Please note if your call is not coming from a phone number we have associated with your account, Ollie will not allow you to proceed with setting up voice authentication. It’s a security measure built into the system to protect your account.

Using voice authentication is optional, but we highly recommend it because it’s more secure and faster than traditional authentication methods.

Once you complete and submit the authorization form, you’ll be prompted to set up your voiceprint the next time you call Ollie to access your account. 
 

Yes, voice authentication is based on your voice and not your specific accounts.

Yes, joint members can also set up voice authentication. If they have multiple accounts, their voice will be recognized on any UnitedOne accounts they have. 
 

Business and organizational accounts cannot be set up at this time.

If you call from a different phone number other than the number(s) listed on your account, you will be required to use traditional authentication methods to access your account using Ollie. You will be prompted at the end of your call to add an additional phone number to your voice authentication.

Please contact us to update your phone number in our system or use Digital Banking to update your phone number. After you update your phone number you will be able to use to use voice authentication. 
 

Yes, your voiceprint should still work. In the event your voiceprint doesn’t work, Ollie will use traditional authentication methods to verify your identity.

At this time, an email address is required to complete the authorization form to enroll in voice authentication via DocuSign. If you don’t have an email address, you will still be able to utilize Ollie and be verified by traditional authentication methods.

There was an error during the authentication process using your voice. If you cancel/drop off your voice authentication set up five times is one possible reason for this. Another could be background noise in your recording making it difficult to understand your voice and causing an error three times will prompt you to create a new recording.