Set Up CXone Mpower Voice Biometrics (Live Agents)

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.

The CXone Mpower Voice Biometrics agent assist application allows you to use voice biometric authentication in interactionsClosed State that allows an agent to complete work requirements after finishing an interaction. with live agents. You can learn more about using voice biometric authentication for live agents or about CXone Mpower Voice Biometrics.

Add a Voice Biometrics Profile App in Voice Biometrics Hub

Required permissions: Automation & AI > Launch Automation & AI

You need to add a profile app to Voice Biometrics Hub . This establishes a connection between CXone Mpower and the voice biometrics service. You can test this connection after adding the profile app.

  1. Click the app selector icon of app selector and select Other > Automation & AI and then click Voice Biometrics Hub.

  2. Click Add Voice Biometric App.

  3. Enter a Voice Biometrics Hub Config Name and click CXone Mpower Voice Biometrics in the list of providers.

  4. Click Next.

  5. Complete the Configuration page using the information in the following drop-down.

    Field Details
    Integration Version

    Select the version of Voice Biometrics Hub that you want to use. Currently, version 1.0.0 is the only available version.
    Base URL

    Enter the base URL for your instance of Voice Biometrics. This is provided by the CXone Mpower team during implementation.

    The CXone Mpower ACD connects to Voice Biometrics via this WebSocket URL. CXone Mpower sends the audio of the customer's voice over the WebSocket so Voice Biometrics can access it.

    VB Profile

    Enter the ID of the Voice Biometrics voice biometrics profile you want to use. This is provided by the CXone Mpower team during implementation.

    This field is case-sensitive.

    API Bearer Token

    Enter the API bearer token that's used to authenticate communication with Voice Biometrics. This is provided by the CXone Mpower team during implementation.

    Participants

    Voice Biometrics only verifies contact voices. The only option that's available for this setting is Patron Only and it cannot be changed.
    Integration Type

    Indicates the type of voice biometric integration you're setting up. Select AgentLeg for an integration for live agents. The IVR option is for an integration with an IVR or virtual agents.
  6. Click Create.

Add a Profile App to Agent Assist Hub

Required permissions: Automation & AI > Launch Automation & AI

You need to add a profile app for Voice Biometrics to Agent Assist Hub. This allows you to connect your Voice Biometrics Hub profile to the agent application via your Studio scripts.

  1. Click the app selector icon of app selector and select Other > Automation & AI and then click Agent Assist Hub.

  2. Click Add Agent Assist App.

  3. Enter an Agent Assist App Name and click CXone Mpower Voice Biometrics in the list of agent assist providers.

  4. Click Next.

  5. Complete the Configuration page using the information in the following drop-down.

    Field Details
    Voice Biometric Profile

    Select the voice biometrics profile you created in the preceding task from the drop-down list.

    Click Add or Edit Voice Biometric Profile if necessary. A panel slides out from the right and displays Voice Biometrics Hub so you can create or modify a voice biometric profile.
    Customer Authentication Method

    Select the method of authentication you are using from the drop-down. Currently, the only option is Manual Customer ID Based Authentication. This means your agents must manually verify the identity of contacts with each interaction. Your organization is responsible for determining the criteria agents use to authenticate contact identity.

  6. Click Create.

  7. Click Close.

Customize a Script

Required permissions: Studio Script View, Create/Edit

This section describes how to set up the customizations your script requires for a voice biometrics integration. Examples are provided for inbound and outbound voice scripts. You can download a ZIP file that contains XML versions of the scripts that you can import into Desktop Studio and JSON versions that you can import into Studio.

The following images shows the example scripts for Studio.

Inbound Script: 

Image of a script with BEGIN connected to REQAGENT, and ONASNWER connected to AGENT ASSIST.

Outbound Script:

Image of a script with BEGIN connected to AGENT ASSIST.

The following images shows the example script for Desktop Studio.

Inbound Script:

Image of a script with BEGIN connected to REQAGENT, and ONASNWER connected to AGENT ASSIST.

Outbound Script:

Image of an outbound script with the AGENT ASSIST action after BEGIN.

Assign the Voice Biometrics Profile App to an Action

Required permissions: Studio Script View, Create/Edit

If you haven't done so already, you need to assign the Voice Biometrics app to the Agent Assist actionClosed Performs a process within a Studio script, such as collecting customer data or playing music. in your Studio script.

  1. In Studio, open the script you want to use.

  2. If you haven't done so already, add the Agent Assist action to the correct location in your script.

  3. If you're using Desktop Studio, double-click the Agent Assist action to open Agent Assist Hub. If you're using Studio, click open editor on the Agent Assist action.

  4. In the left column, click the checkmark A light gray checkmark inside a light gray circle. next to the agent assist app or profile you want to assign to this script.

    An alternative to using the checkmark is to create a variable in your Studio script. Use the variable to pass the app or profile name into the Assign Launch Config Name property of the AGENT ASSIST action.

  5. Click Close.

Test the Connection to Voice Biometrics

You can test the connection between CXone Mpower and . This allows you to verify that the Voice Biometrics Hub profile is correctly set up. You can also use it during troubleshooting. It can help you when your voice biometric provider and CXone Mpower aren't connecting.

When you run a test, Voice Biometrics Hub checks to see if the text you enter is a customer ID enrolled with the provider. You can use a real customer ID or random text. The test does not perform any authentication. It only checks for the enrollment status of the text you entered. The Test page displays the JSON response from the provider. If you see JSON, the connection is properly set up.

The test can fail due to incorrect credentials in the Voice Biometrics Hub profile or because the voice biometric provider's service is experiencing a problem. If the connection doesn't work for either reason, a toastClosed Small, temporary pop-up messages on the bottom of the screen indicating things like errors and successes. message appears in the lower right corner of the page indicating a failure.

  1. Click the app selector icon of app selector and select Other > Automation & AI and then click Voice Biometrics Hub.
  2. Select the Voice Biometrics Hub profile you want to test.
  3. Click Test on the top right of the profile page.

  4. On the Test page, enter a customer ID into the Type CustomerId field and press Enter. Voice Biometrics Hub sends the request to the voice biometric provider, then displays the results.