Customer identification through voice biometrics

1. A non-transitory computer-readable media having instructions stored thereon that, when executed by a processor of a computing device, cause the computing device to perform steps for determining an identity of an individual, the steps comprising:

receiving, in a communication via a communication portal, audio that includes a key phrase spoken by the individual and the key phrase includes an identifier spoken by the individual;

obtaining a key phrase voice print corresponding to the audio;

obtaining key phrase text corresponding to the audio wherein the key phrase text includes text corresponding to the identifier spoken by the individual;

retrieving a set of voice prints based on the text corresponding to the identifier;

determining that a total number of voice prints in the set of voice prints exceeds a predetermined size threshold;

selecting at least one of the voice prints in the set of voice prints to exclude from comparison to the key phrase voice print; and

providing the key phrase voice print and one or more voice prints in the set of voice prints, other than the at least one voice print selected for exclusion, to a voice biometric engine for comparison.

2. The non-transitory computer-readable media of claim 1 , wherein:

the identifier comprises a first name and a last name of the individual; and

each of the one or more voice prints retrieved is respectively associated with a customer profile that includes a profile first name that matches the first name and a profile last name that matches the last name.

3. The non-transitory computer-readable media of claim 1 , wherein:

the key phrase voice print is obtained from a voice print engine that receives the audio;

the key phrase text is obtained from a speech-to-text engine that receives the audio; and

the one or more voice prints are retrieved from a voice print database that stores the one or more voice prints.

4. The non-transitory computer-readable media of claim 1 , wherein the communication portal is one of an interactive voice response portal, a mobile portal, and an online portal.

5. The non-transitory computer-readable media of claim 1 , wherein:

the at least one voice print selected for exclusion is associated with at least one previous communication; and

the at least one voice print selected for exclusion is selected responsive to a determination that a characteristic of the communication does not match a previous characteristic of the at least one previous communication.

6. The non-transitory computer-readable media of claim 5 , wherein the characteristic and the previous characteristic are one of:

a phone number associated with the communication and a previous phone number associated with the at least one previous communication;

a network address associated with the communication and a previous network address associated with the previous communication; and

a device identifier associated with the communication and a previous device identifier associated with the previous communication.

7. A system for determining an identity of an individual comprising:

one or more processors; and

memory storing computer readable instructions that, when executed by one of the processors, cause the system to:

receive, in a communication via a communication portal, audio comprising a key phrase spoken by an individual, the key phrase comprising an identifier spoken by the individual,

obtain a key phrase voice print corresponding to the audio,

convert the audio to text, the text comprising key phrase text corresponding to the key phrase and the key phrase text comprising identifier text corresponding to the identifier,

query a voice print database with the identifier text to obtain a set of voice prints associated with the identifier,

responsive to determining that a total number of voice prints in the set of voice prints exceeds a predetermined size threshold, select at least one of the voice prints in the set of voice prints to exclude from comparison to a key phrase voice print; and

provide the key phrase voice print and the set of voice prints, other than the at least one voice print selected for exclusion, to a voice biometric engine for comparison.

8. The system of claim 7 , wherein:

the identifier comprises a first name and a last name of the individual; and

each voice print of the set of voice prints is associated with a customer profile, the customer profile comprising a profile first name that matches the first name and a profile last name that matches the last name.

9. The system of claim 8 , wherein:

the instructions, when executed by one of the processors, further cause the system to obtain a variant spelling of the first name; and

the identifier text comprises first text corresponding to the first name and second text corresponding to the variant spelling of the first name.

10. The system of claim 8 , wherein:

the instructions, when executed by one of the processors, further cause the system to obtain a variant spelling of the last name; and

the identifier text comprises first text corresponding to the last name and second text corresponding to the variant spelling of the last name.

11. The system of claim 8 , wherein:

the instructions, when executed by one of the processors, further cause the system to obtain a first variant spelling of the first name and a second variant spelling of the last name; and

the identifier text comprises first text corresponding to the first name and the last name and comprises second text corresponding to the first variant spelling of the first name and the second variant spelling of the last name.

12. The system of claim 7 , wherein the instructions, when executed by one of the processors, further cause the system to:

compare, using the voice biometric engine, the key phrase voice print to each voice print in the set of voice prints; and

receive, from the voice biometric engine a set of confidence scores, each confidence score indicating the extent to which the key phrase voice print matches one of the voice prints.

13. The system of claim 12 , wherein the instructions, when executed by one of the processors, further cause the system to:

determine which confidence score in the set of confidence scores is the highest confidence score;

determining whether the highest confidence score is greater than an upper confidence threshold and whether the highest confidence score is lower than a lower confidence threshold; and

responsive to determining that the highest confidence score is greater than the upper confidence threshold, authenticating the individual.

14. The system of claim 13 , wherein the instructions, when executed by one of the processors, further cause the system to:

grant the individual access to one or more services provided by a banking system subsequent to authenticating the individual.

15. The system of claim 13 , wherein the instructions, when executed by one of the processors, further cause the system to:

responsive to determining that the highest confidence score is less than the upper confidence threshold and greater than the lower confidence threshold, prompt the individual to answer one or more security questions; and

responsive to determining the individual correctly answered a predetermined threshold number of the one or more security questions, authenticate the individual.

16. The system of claim 7 , wherein:

the voice print selected for exclusion is associated with at least one previous communication, and

the instructions, when executed by one of the processors, further cause the system to select the at least one voice print for removal responsive to determining that a characteristic of the communication does not match a previous characteristic of the at least one previous communication.

17. The system of claim 16 , wherein,

the characteristic and the previous characteristic are one of:

a phone number associated with the communication and a previous phone number associated with the at least one previous communication;

a network address associated with the communication and a network address associated with the previous communication; and

a device identifier associated with the communication and a previous device identifier associated with the previous communication.

18. The system of claim 7 wherein the audio is received via one of an interactive voice response portal, a mobile portal, and an online portal.

19. The system of claim 7 , wherein:

the key phrase voice print is obtained from a voice print engine that receives the audio; and

the key phrase text is obtained from a speech-to-text engine that receives the audio.

20. The system of claim 7 , wherein the instructions, when executed by one of the processors, further cause the system to:

extract the identifier text from the key phrase text.