Recording infrastructure having biometrics engine and analytics service
Systems and methods for analyzing digital recordings of the human voice in order to find characteristics unique to an individual. A biometrics engine may use an analytics service in a contact center to supply audio streams based on configured rules and providers for biometric detection. The analytics service may provide call audio data and attributes to connected engines based on a provider-set of selection rules. The connected providers send call audio data and attributes through the analytics service. The engines are notified when a new call is available for processing and can then retrieve chunks of audio data and call attributes by polling an analytics service interface. A mathematical model of the human vocal tract in the call audio data is created and/or matched against existing models. The result is analogous to a fingerprint, i.e., a pattern unique to an individual to within some level of probability.
1. A method for providing a biometrics engine that is associated with a contact center, comprising:
receiving audio calls at the contact center;
processing the audio calls to derive a mathematical model of a vocal tract that is associated with a predetermined caller;
storing the mathematical model in a person database;
receiving call attributes associated with the audio calls;
comparing, in accordance with the call attributes, the mathematical model to a subsequent audio call that includes the predetermined caller; and
analyzing the patterns of resonant frequencies produced as a result of the shape of the vocal tract, during both consonantal sounds and vowel sounds.
2. The method of claim 1 , further comprising storing information regarding a number of audio calls used to create the mathematical model.
3. The method of claim 1 , further comprising determining an identity of a caller associated with audio call.
4. The method of claim 3 , determining whether the caller associated with the audio call is blacklisted.
5. The method of claim 3 , further comprising tagging audio calls in accordance with information derived by an analytics service.
6. The method of claim 1 , further comprising performing the comparing in real-time during an on-going audio call.
7. The method of claim 1 , further comprising comparing audio from an audio call with the mathematical model stored in the database that was created a predetermined period of time prior to the audio call.
8. The method of claim 1 , further comprising generating an alert as a result of the comparing.
9. The method of claim 8 , wherein the alert is indicative of a fraudster associated with an audio call.
10. A method for providing a biometrics engine that is associated with a contact center, comprising:
receiving audio calls at the contact center;
processing the audio calls to derive a mathematical model of a vocal tract that is associated with a predetermined caller;
storing the mathematical model in a person database;
receiving call attributes associated with the audio calls;
comparing, in accordance with the call attributes, the mathematical model to a subsequent audio call that includes the predetermined caller;
determining if a caller associated with an audio call is known by matching a model stored in the person database with Previously Presented audio from the audio call; and
creating a Previously Presented model if the caller is not known.
11. A method for providing a biometrics engine that is associated with a contact center, comprising:
receiving audio calls at the contact center;
processing the audio calls to derive a mathematical model of a vocal tract that is associated with a predetermined caller;
storing the mathematical model in a person database;
receiving call attributes associated with the audio calls;
comparing, in accordance with the call attributes, the mathematical model to a subsequent audio call that includes the predetermined caller
further comprising determining if a caller associated with an audio call is known by matching a model stored in the person database with Previously Presented audio from the audio call; and
enhancing a quality of the mathematical model if the caller is known.
12. A method for providing a biometrics engine that is associated with a contact center, comprising:
receiving audio calls at the contact center;
processing the audio calls to derive a mathematical model of a vocal tract that is associated with a predetermined caller;
storing the mathematical model in a person database; and
receiving call attributes associated with the audio calls; and
comparing, in accordance with the call attributes, the mathematical model to a subsequent audio call that includes the predetermined caller, the comparing using resonant frequencies identified within the audio calls.