Voice Biometrics

Voice Biometrics Overview

Voice Biometrics (VB) is used to detect and verify a caller’s identity that has been authenticated in a past call.

The basic steps for VB to operate are the following:

• VB verification. Comparing the active voice stream against stored voiceprints.

• VB enrolment. Authoritatively assign a set of identifiers to a stored voice recording.

• VB opt out. Remove a user from the VB service if requested.

• VB verification system expectations. Speaker verification systems calculate the similarity score between two or more voiceprints from the same speaker. They differ from speaker identification systems, where the goal is to identify who is speaking amongst a set of speakers.

Voice Biometrics Features

• Blocklisting
  Enables the creation and management of a list of users who are explicitly blocked from using the voice biometrics service for enrollment or verification.

• Caller enrollment
  Enrolls a caller by capturing their voice during a call and associating it with a unique user ID. This enables future verification using voice biometrics.

• Caller re-enrollment
  Adds a new voice sample to an existing user's biometric profile. This action updates and improves the voiceprint's accuracy for future verifications.

• Caller verification
  Authenticates a caller by comparing their live voice against the stored voiceprint. Displays a verification score and decision guidance.

• Opt-out handling
  Allows users to be removed from the voice biometrics service. Updates their profile with opt-out status while retaining the user ID.

• Speech capture indicators
  Indicates the status and quality of the audio captured for biometric purposes. This is implemented differently depending on the channel:

  • Provides visual feedback for agents, such as a waveform view, to monitor active recording and detect silence.

  • Exposes system-level fields, such as BioAdequateSpeech and UserCleanSpeech, for use in IVR business logic. This allows the system to programmatically confirm if enough clean audio has been captured to proceed with enrollment or verification.

• Enrollment status indicators
  Uses icons to indicate the user's voice biometrics status: enrolled, not enrolled, re-enrollment needed, or opted out.

• Enrollment protection
  Prevents fraudulent or duplicate enrollments by checking for existing user associations. Blocks attempts to enroll a new voice using an already enrolled phone number or user ID. Helps avoid multiple enrollments by the same user across different devices. (Partially available; some capabilities under development.)

For assistance on how to integrate Voice Biometrics please read the corresponding sections in Integrations:

• Voice Biometrics Integration with NICE CXone

• Voice Biometrics Integration with Genesys

For more information on how to navigate through Voice Biometrics in OCP please read the sections below: