Nuance Communications, Inc. announced that Wings Financial Credit Union has deployed Nuance's Intelligent Engagement platform and Gatekeeper voice biometrics solution to provide their members with superior personalized, secure experiences. With Nuance AI, Wings Financial strengthens its ability to deliver exceptional service across all channels and adds advanced protection against fraud threats. According to Forrester Research, three years of consumer behavior change was squeezed into one year in 2020. Consumers are now demanding online experiences. Recognizing the rapid demand for digital channels and potential risks those channels pose, Wings Financial deployed technology that would enable them to deliver secure, seamless member experiences. Nuance's Intelligent Engagement platform provides Wings Financial members with: Virtual assistant engagement available 24 hours a day to get answers and information and, during contact center hours, members can connect with a live agent when needed, Seamless transitions across communications channels ensuring the member receives the help they want and need for example, when a member moves from a virtual agent to a live chat to a phone conversation, Full-context information for service representatives where the AI eliminates the need for members to repeat information from prior engagements by providing the member service representatives with the information required to effectively and efficiently resolve issues. Additionally, with Nuance Gatekeeper, Wings Financial can easily and automatically authenticate members across all channels. The private and secure AI-enabled biometrics platform verifies a member in seconds using more than a thousand physical and behavioral factors unique to each person. As a result, member accounts are better protected, and their requests conveniently and securely addressed. This approach has proven to be far more secure at the large banks in the world than traditional passwords or answers to knowledge-based questions such as the color of your first car or name of your first-grade teacher, which can sometimes be known by others.