Utilizing voice biometrics
Methods, systems, computer-readable media, and apparatuses for handling calls based on a voice biometric confidence score are presented. In some embodiments, a computing device may receive a voice sample associated with a telephone call. Subsequently, the computing device may determine a voice biometric confidence score based on the voice sample. The computing device then may determine to route the telephone call to a certain endpoint based on the voice biometric confidence score.
1. A computing device, comprising:
at least one processor; and
memory storing computer readable instructions that, when executed by the at least one processor, cause the computing device to:
receive a sample associated with an in-progress telephone call, wherein receiving the sample associated with the in-progress telephone call comprises capturing one or more utterances that are responsive to prompts provided by a representative during the in-progress telephone call;
determine a voice biometric confidence score based on the sample;
determine to route the in-progress telephone call to a first endpoint based on the voice biometric confidence score, wherein determining to route the in-progress telephone call to the first endpoint based on the voice biometric confidence score comprises:
based on the voice biometric confidence score falling below a threshold during the in-progress telephone call, providing routing information to the representative, the routing information being configured to cause the representative to transfer the in-progress telephone call to a specialized representative for handling as a potentially illegitimate call; and
based on the in-progress telephone call being transferred to the specialized representative, determine to initiate recording and analysis of the in-progress telephone call, wherein a recording of the in-progress telephone call is saved and sampled to create a defensive voiceprint for identifying a caller associated with the in-progress telephone call as an illegitimate caller.
2. The computing device of claim 1 , wherein the threshold is dynamically adjusted over time based on call metrics information associated with a plurality of voice biometric confidence scores for a plurality of previously flagged calls.
3. The computing device of claim 1 , wherein determining the voice biometric confidence score based on the sample comprises:
selecting a voiceprint for authenticating a caller associated with the in-progress telephone call from at least one database based on input provided by the caller, the input comprising one or more of a username or an account number; and
using the selected voiceprint in analyzing the sample to determine the voice biometric confidence score.
4. The computing device of claim 1 ,
wherein the routing information is presented to the representative via a first notification, and
wherein the computing device is configured to cause a second notification to be presented to the specialized representative, the second notification comprising information indicating that a caller associated with the in-progress telephone call is attempting to access one or more accounts and information identifying the voice biometric confidence score for the caller.
5. One or more non-transitory computer-readable media having computer-executable instructions stored thereon that, when executed by a computing device, cause the computing device to:
receive a sample associated with an in-progress telephone call, wherein receiving the sample associated with the in-progress telephone call comprises capturing one or more utterances that are responsive to prompts provided by a representative during the in-progress telephone call;
determine a voice biometric confidence score based on the sample;
determine to route the in-progress telephone call to a first endpoint based on the voice biometric confidence score, wherein determining to route the in-progress telephone call to the first endpoint based on the voice biometric confidence score comprises:
based on the voice biometric confidence score falling below a threshold during the in-progress telephone call, providing routing information to the representative, the routing information being configured to cause the representative to transfer the in-progress telephone call to a specialized representative for handling as a potentially illegitimate call; and
based on the in-progress telephone call being transferred to the specialized representative, determine to initiate recording and analysis of the in-progress telephone call, wherein a recording of the in-progress telephone call is saved and sampled to create a defensive voiceprint for identifying a caller associated with the in-progress telephone call as an illegitimate caller.
6. The one or more non-transitory computer-readable media of claim 5 , wherein the threshold is dynamically adjusted over time based on call metrics information associated with a plurality of voice biometric confidence scores for a plurality of previously flagged calls.
7. The one or more non-transitory computer-readable media of claim 5 , wherein determining the voice biometric confidence score based on the sample comprises:
selecting a voiceprint for authenticating a caller associated with the in-progress telephone call from at least one database based on input provided by the caller, the input comprising one or more of a username or an account number; and
using the selected voiceprint in analyzing the sample to determine the voice biometric confidence score.
8. The one or more non-transitory computer-readable media of claim 5 ,
wherein the routing information is presented to the representative via a first notification, and
wherein the computing device is configured to cause a second notification to be presented to the specialized representative, the second notification comprising information indicating that a caller associated with the in-progress telephone call is attempting to access one or more accounts and information identifying the voice biometric confidence score for the caller.
9. A method, comprising:
at a computing device comprising at least one processor and memory storing computer readable instructions:
receiving, by the at least one processor, a sample associated with an in-progress telephone call, wherein receiving the sample associated with the in-progress telephone call comprises capturing one or more utterances that are responsive to prompts provided by a representative during the in-progress telephone call;
determining, by the at least one processor, a voice biometric confidence score based on the sample;
determining, by the at least one processor, to route the in-progress telephone call to a first endpoint based on the voice biometric confidence score, wherein determining to route the in-progress telephone call to the first endpoint based on the voice biometric confidence score comprises:
based on the voice biometric confidence score falling below a threshold during the in-progress telephone call, providing routing information to the representative, the routing information being configured to cause the representative to transfer the in-progress telephone call to a specialized representative for handling as a potentially illegitimate call; and
based on the in-progress telephone call being transferred to the specialized representative, determining, by the at least one processor, to initiate recording and analysis of the in-progress telephone call, wherein a recording of the in-progress telephone call is saved and sampled to create a defensive voiceprint for identifying a caller associated with the in-progress telephone call as an illegitimate caller.
10. The method of claim 9 , wherein the threshold is dynamically adjusted over time based on call metrics information associated with a plurality of voice biometric confidence scores for a plurality of previously flagged calls.
11. The method of claim 9 , wherein determining the voice biometric confidence score based on the sample comprises:
selecting a voiceprint for authenticating a caller associated with the in-progress telephone call from at least one database based on input provided by the caller, the input comprising one or more of a username or an account number; and
using the selected voiceprint in analyzing the sample to determine the voice biometric confidence score.
12. The method of claim 9 ,
wherein the routing information is presented to the representative via a first notification, and
wherein the computing device is configured to cause a second notification to be presented to the specialized representative, the second notification comprising information indicating that a caller associated with the in-progress telephone call is attempting to access one or more accounts and information identifying the voice biometric confidence score for the caller.