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Voice Recognition at FAST

When you call FAST, we want to make sure every interaction is as FAST, secure, and personal as possible. Voice recognition is one of the ways we are doing that.

What is voice recognition and how does it work? 
Voice recognition, also called voice biometrics, is a security feature that identifies you by the unique characteristics of your voice. Just as no two fingerprints are the same, no two voices are identical. When you call FAST, our system listens for those characteristics to confirm it is you so we can get straight to helping you.
 
The technology works quietly in the background. You do not need to say a specific phrase or complete any additional steps. Just call us the way you always have.
What happens when I first call? 
During your first call, a FAST representative will confirm your identity using the same security process we use today. You may be asked to provide your Member ID. If you do not know your Member ID, a FAST representative can provide it after confirming your identity.
 
Most members are enrolled during their first conversation with a representative. No special phrases, passwords, or additional steps are required.
What is FAST doing with my voice? 

Your voice is used to verify your identity when you call. Your voiceprint is stored securely and is not shared with third parties.

If you would like your voiceprint removed, please contact us at 559-584-0922.

Is this the same as recording my calls?

When you call FAST, your interaction with our virtual assistant and representatives may be recorded for training and quality purposes. This is separate from voice recognition and is standard practice across many industries. 

Why did FAST make this change?
We made this change to help protect you and make your calls easier.
 
Fraud is becoming more advanced, and security questions are not always the strongest way to confirm someone is really you. Voice recognition gives FAST another layer of protection when you call, helping us verify your identity more securely.
 
It also helps make your call faster. Once your voice is enrolled, you can spend less time answering security questions and more time getting the help you called for.
 
This change is about keeping your account safer while making your experience simpler.
What if the system does not recognize my voice?

If our system is unable to verify your voice, your FAST representative will verify your identity using security questions and a one-time passcode as needed.

Can I opt out?

Yes. Simply let a FAST representative know and they will opt you out. If you choose not to use voice biometrics, future calls will require additional identity verification, such as security questions and a one-time passcode.

We Want to Hear From You

Have questions about voice recognition that are not answered here? We are happy to help. Give us a call at 559-584-0922 during business hours or send us a message and we will get back to you within one business day. 

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