04/23/2024 – 8:12
Seven out of ten Brazilian banks (75%) currently use facial biometrics to identify their customers. The data is in the first phase of the Febraban Banking Technology Survey 2024, carried out by Deloitte Consultoria.
In total, 24 banks responded to the questionnaires prepared and applied between November 2023 and March this year. The institutions that participated in the sampling correspond to 81% of those operating in the country. Additionally, 27 executives from the segment gave interviews to the Deloitte team.
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After completing the survey, the organization highlighted facial recognition as one of the technologies most adopted by financial institutions in the country. O chatbotwhich simulates a chat with account holders, generally with the aim of clarifying doubts and guiding them, exists in almost the same proportion as biometrics, 71%.
Next on the list is RPA (67%), a technology that automates repetitive processes, facilitating those that are carried out on a massive scale; Generative Artificial Intelligence (AI) (54%), capable of creating content and codes from an existing repertoire and which is a resource widely used to improve customer service relationships; and Cognitive Intelligence (25%), which imitates human behavior and reasoning to solve issues. The research also indicates that AI has already been incorporated by more than half (54%) of banks.
Representatives of financial institutions stated that they intend to prioritize customer experience measures (83%), technological innovations (71%), personalization of products and services (63%), cutting-edge security and privacy (58%), social responsibility and sustainability (54%), in addition to integrated ecosystem offers (54%). Unanimously, banks understand that cybersecurity is an aspect that deserves attention.
In 2023, the Consumer Protection Institute (Idec) issued at least three warnings regarding the use of facial recognition, in different situations: in public transportationper health insurance is at condos. What is questioned is the limit, often exceeded by companies, in relation to the General Law for the Protection of Personal Data (LGPD) and legislation that concerns consumer rights. In the case of public transport, Idec discovered that the company that provided the service used passengers' biometric data to advertise, for example.
How to circumvent facial biometrics
In an interview given to Brazil Agency, the lawyer for Idec's Telecommunications and Digital Rights Program, Lucas Marcon, explained that, under the terms of the LGPD, banks need to allow the customer to choose which security measure they prefer. This therefore includes offering less invasive paths than biometrics.
“Because another major concern that exists with biometrics, although it is a security mechanism, is the security of storing this data. Could this then lead to a data leak? Can they be shared with other companies? The risk of leakage, especially, is something that raises a lot of concern, because, if a person's biometric data is leaked, everywhere they have a biometric record will be vulnerable”, he stated.
For Marcon, the ideal is for customers to request, in writing, an option other than facial biometrics. “The person cannot be forced to provide data that is not essential for the provision of that service. As much as banks understand that it is a security mechanism, there are vulnerabilities and the person should be able to choose.”
He recalled that, in practice, not all banks have followed what the law determines. “Some banks allow you to use different means and others are irreducible. In this situation, what we have advised consumers, as a second step – but which, unfortunately, sometimes does not resolve -, thinking along this more collective line, is to file a complaint with the National Data Protection Authority (ANPD). It's because? Because, although the ANPD has limitations in resolving demands from an individual point of view, it is on its regulatory agenda that it should, at the end of this year or the beginning of next year, release regulations on the use of biometrics. So, it is interesting that as many customers make complaints, so that the agency has a large database and can see that this is a problem that society is facing, that the use of biometrics is indiscriminate”, argues the Idec lawyer.
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