Utilizing voice biometrics

摘要

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.

主权项

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; andbased 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.