# Which large banks use AI for voice biometrics and caller authentication?

Source: https://www.bankingnewsai.com/banks/leaders/ai-voice-authentication
Last updated: Oct 30, 2026


Checked 2026-10-28 · bank profiles. Nothing on this page is written by a model: every row is computed from that dataset.

On the public record as of Oct 28, 2026, 5 of the 141 large banks profiled describe at least one sourced AI use case for voice biometrics and caller authentication on their profile. Ranked by use cases (in production), the top 5 are WaFd Bank (3 use cases), Customers Bank (1 use case), Ameris (1 use case), ING (1 use case) and Busey Bank (1 use case). WaFd Bank's strongest evidence: Talkdesk and AWS contact-centre stack: Talkdesk Financial Services Experience Cloud with Amazon Lex voice and chat bots and voice-biometric authentication.

## Which of the large banks use AI for voice biometrics and caller authentication?

| # | Bank | Use cases (in production) | Strongest use case | Status | Date | On this site | Sources |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 1 | [WaFd Bank](https://www.bankingnewsai.com/banks/wafd) | 3 | Talkdesk and AWS contact-centre stack: Talkdesk Financial Services Experience Cloud with Amazon Lex voice and chat bots and voice-biometric authentication | In production (3 of 3 in production) | Jan 20, 2026 | [WaFd Bank profile](https://www.bankingnewsai.com/banks/wafd#where) | [Amazon Web Services](https://aws.amazon.com/blogs/machine-learning/create-powerful-self-service-experiences-with-amazon-lex-on-talkdesk-cx-cloud-contact-center/); [Amazon Web Services](https://aws.amazon.com/solutions/case-studies/archway-software-wafd-bank-case-study/) |
| 2 | [Customers Bank](https://www.bankingnewsai.com/banks/customers) | 1 | AI fraud and deepfake detection (stated): Customer guidance says the bank uses real-time fraud detection powered by AI, biometric authentication and deepfake… | In production | Sep 15, 2025 | [Customers Bank profile](https://www.bankingnewsai.com/banks/customers#where) | [Customers Bank](https://customersbank.com/whos-responsible-for-keeping-your-financial-information-safe) |
| 3 | [Ameris](https://www.bankingnewsai.com/banks/ameris) | 1 | Voice ID upgrade with automated risk checks: The upgraded phone system automates Voice ID risk checks and gives each call a risk score before it reaches a banker | Rolling out | Apr 7, 2026 | [Ameris profile](https://www.bankingnewsai.com/banks/ameris#where) | [Ameris Bancorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/351569/000114036126013511/ny20065565x3_ars.pdf) |
| 4 | [ING](https://www.bankingnewsai.com/banks/ing) | 1 | Agentic payment with Visa Payment Passkeys (Germany): A merchant AI agent acted within conditions set by the consumer, who confirmed with biometric authentication | Pilot | Jul 2, 2026 | [ING profile](https://www.bankingnewsai.com/banks/ing#where) | [Worldline via GlobeNewswire](https://globenewswire.com/news-release/2026/07/02/3321259/0/en/worldline-worldline-ing-and-visa-complete-a-live-agentic-payment-transaction-in-europe-press-release.html) |
| 5 | [Busey Bank](https://www.bankingnewsai.com/banks/busey) | 1 | Voice authentication for self-service balances and transfers: Glia lists authentication on its virtual assistant as Busey's next step, so callers can get balances by voice without… | Announced | Sep 24, 2026 | [Busey Bank profile](https://www.bankingnewsai.com/banks/busey#where) | [Glia (case study)](https://www.glia.com/case-study/busey-bank) |

## How is this ranked?

Data: the 141 bank profiles on this site (lib/banks), every entry dated and sourced: the "Where AI runs" use cases, each with a status (in production, rolling out, pilot, announced).

Rule: Use cases whose name or detail matches voice (biometric|authentication|print|verification|ID)|biometric (authentication|verification)|caller authentication. Score = matching use cases. Order: matching use cases, then those in production, then the strongest stage, then the newest source.

Counts: 5 of 141 profiled banks qualify; 6 distinct sources cited in the table. Data checked 2026-10-28; ranking template updated 2026-10-30.

## What are the caveats?

Banks absent from the table have nothing matching on the record this site holds, which is not evidence that they do nothing. Each row links the bank's own page, where every entry carries its sources.

## FAQ

### Which bank ranks first?

WaFd, Inc. leads with 3 use cases: Talkdesk and AWS contact-centre stack: Talkdesk Financial Services Experience Cloud with Amazon Lex voice and chat bots and voice-biometric authentication. Customers Bank is second with 1.

### How many large banks describe AI use cases for voice authentication?

5 of the 141 profiled banks (120 US, 21 non-US groups). Among those listed, 4 are US banks and 1 non-US groups.

### What counts, and what does not?

Use cases whose name or detail matches voice (biometric|authentication|print|verification|ID)|biometric (authentication|verification)|caller authentication. Score = matching use cases. Order: matching use cases, then those in production, then the strongest stage, then the newest source. Source: the 141 bank profiles on this site (lib/banks), every entry dated and sourced: the "Where AI runs" use cases, each with a status (in production, rolling out, pilot, announced).

### Is this a measure of capability?

No. Every row is a sourced fact on the public record: what the bank, a regulator, a filing or an independent outlet has put on the record. The page does not rate how well anything works.

### When was this checked, and how often does it update?

The data behind the table was last checked on 2026-10-28 (bank profiles). The page recomputes whenever that dataset changes and is republished with the site; it is never edited by hand.

## Related questions

- [Which large banks use AI for fraud detection?](https://www.bankingnewsai.com/banks/leaders/ai-fraud-detection)
- [Which large banks use AI for contact-center operations (agent assist, call summaries, routing)?](https://www.bankingnewsai.com/banks/leaders/ai-contact-center)
- [Which large banks have been targeted by deepfake, voice-clone or AI impersonation fraud?](https://www.bankingnewsai.com/banks/leaders/deepfake-and-voice-clone-fraud)
- [Which large banks use AI for credit underwriting?](https://www.bankingnewsai.com/banks/leaders/ai-credit-underwriting)
- [Which large banks use AI for KYC and customer onboarding?](https://www.bankingnewsai.com/banks/leaders/ai-kyc-onboarding)
- [Which large banks use AI for anti-money-laundering (AML) and sanctions screening?](https://www.bankingnewsai.com/banks/leaders/ai-aml)
- [Which large banks use AI for customer service?](https://www.bankingnewsai.com/banks/leaders/ai-customer-service)
- [Which large banks use AI for software development (coding assistants)?](https://www.bankingnewsai.com/banks/leaders/ai-coding-assistants)
- [All ranked answers](https://www.bankingnewsai.com/banks/leaders)

---

Canonical page: https://www.bankingnewsai.com/banks/leaders/ai-voice-authentication
Part of [BankingNewsAI](https://www.bankingnewsai.com/) — a free daily brief on AI in banking, an AI regulation tracker (45 authorities, 260 documents) and AI-strategy profiles of the 120 largest US banks. Markdown versions of every reference page: append `.md` to the page URL; index at https://www.bankingnewsai.com/llms.txt.