Voice-Based Caller Authentication

This page is for agents. If you're an administrator, see the Omilia help page for administrators.

Every person has a unique voiceprint, just like they have unique fingerprints. MAXCXone Agent EmbeddedCXone Agent for Microsoft Teams has an agent assistantClosed A software application that provides context-specific help to the agent. application that can authenticate contacts using just their voice. This application is called Omilia Voice Biometrics. It uses a contact's voiceprint to tell if the person is who they say they are.

Contacts must enroll in the feature. Enrollment creates the contact's voiceprint profile and gives your company permission to use it. Anytime someone calls your company claiming to be that contact, Omilia compares the caller's voice to the voiceprint profile.

When your company uses Omilia, the agent assist panel in MAXCXone Agent EmbeddedCXone Agent for Microsoft Teams shows you the results of the voice authentication. The panel may also show information about the contact, such as the number they're calling from (the ANIClosed Also known as caller ID. Listed phone number of an incoming voice call.). Authentication with Omilia takes no more than three seconds.  The following image shows an example of a contact that is verified.

Follow your company's guidelines and processes for using Omilia voice authentication during voice interactions.

Omilia is an optional feature. If you don't see it in MAXCXone Agent EmbeddedCXone Agent for Microsoft Teams, your company may not have purchased it.

Enroll a Caller

Enrollment is required before a contact can use voice authentication. Enrollment is based on the phone number the contact calls from (ANIClosed Also known as caller ID. Listed phone number of an incoming voice call.). If a contact calls from a different phone number, they must complete the enrollment process for that number, even if they're already enrolled under a different ANI.

Enrollment requires only 10-20 seconds of normal conversation. The contact doesn't need to say particular words. The natural conversation that happens when talking about whether they want to use voice authentication is enough for Omilia to create the contact's voiceprint profile.

  1. In MAXCXone Agent EmbeddedCXone Agent for Microsoft Teams, accept the incoming call. The agent assist panel slides out from the right.
  2. Follow any scripts you have for the start of an interaction and asking the contact if they want to enroll in voice authentication. If your company requires you to ask the contact questions to verbally verify their identity, do so now.
  3. Click Opt Out if the contact doesn't want to use this option.
  4. If the contact wants to enroll, enter a unique user ID and click Enroll. Follow your company's guidelines for what to use as the user ID.
  5. Click Enroll. The enrollment is sent after the call completes.

Authentication During a Call

When you accept a call, Omilia compares the contact's voice to the stored voiceprint profile for the phone number they're calling from. It only takes 0.5-3 seconds of normal, conversational speech for Omilia to determine if the person calling is who they say they are.

The agent assist panel slides out and displays the results of the verification.

Follow your company's guidelines for handling situations when the contact's voiceprints do not match. Omilia gives

At any time during an interaction, you can click Verify to run the verification process again.

Voiceprint Verification Results

The following table describes the possible results from a verification attempt during a call. Confidence is how certain Omilia is that the voiceprints are the same.

Result Details
True High The contact's voiceprint matches an enrolled voiceprint. The system's confidence in this result is high.

True Medium

The contact's voiceprint matches an enrolled voiceprint. The system's confidence in this result is medium.

True Low The contact's voiceprint matches an enrolled voiceprint. The system's confidence in this result is low.
False Low The contact's voiceprint does not match an enrolled voiceprint. The system's confidence in this result is low.
False Medium The contact's voiceprint does not match an enrolled voiceprint. The system's confidence in this result is medium.
False High The contact's voiceprint does not match an enrolled voiceprint. The system's confidence in this result is high.
No User Found No voiceprints are associated with the contact's phone number (ANIClosed Also known as caller ID. Listed phone number of an incoming voice call.) or user ID.

Enrollments for Other Phone Numbers

If a contact calls from a different phone number (ANI) and that number is already enrolled in Omilia voice biometrics for someone else, they will not pass the verification. This is because Omilia automatically runs a verification based on the caller ID of the incoming call.

If your company allows it, you can enroll the current caller for that phone number. Doing this does not replace the contact's prior enrollment or the enrollment of the person who usually uses the second phone number. Follow your company's guidelines for validating a contact's identity before you complete their enrollment with the new phone number.

When entering the User ID for the new phone number, use a new ID. You cannot use the user ID associated with the contact's voiceprint on the other phone number. In Omilia, each voiceprint must have its own user ID.

Delete Contact Data

You can delete a contact's voice biometric data from the system. Follow your company's guidelines for validating contact identity before you delete data from the system.

  1. In MAXCXone Agent EmbeddedCXone Agent for Microsoft Teams, ensure that the contact has passed voice biometric verification.
  2. On the agent assist panel, click Opt Out.
  3. Click Yes to confirm that you want to delete the current contact's voice biometric data. The contact's data is deleted after the call completes.