PERSISTING CUSTOMER IDENTITY VALIDATION DURING AGENT-TO-AGENT TRANSFERS IN CALL CENTER TRANSACTIONS

摘要

A small baseline audio sample is sampled when a person initially calls in and the sample is held only for the duration of the call. For each subsequent transfer, a comparison is made to the baseline established from the initial call and at the end of the call the voice sample is discarded so no resources need to be maintained. Speaker verification and VOIP technologies are used to persist the customer's verification information as service representative hand-offs occur.