John Hancock integrated an AI-powered voice biometric system into its contact center that analyzes callers' voices to verify their identity, replacing manual PIN-based authentication for incoming calls.

John Hancock configured its Amazon Connect contact center platform to use Pindrop, a third-party security tool, which processes live call audio to generate a unique voiceprint for each caller and authenticate their identity in real time. This system was in use for calls about life insurance, annuities, and retirement accounts. The practice became the subject of a class action lawsuit under Illinois's Biometric Information Privacy Act (BIPA), with plaintiffs alleging voiceprints were collected without written consent. As of 2026, federal courts have addressed, but not fully resolved, the scope of BIPA liability in this case.