Set Up Nuance Gatekeeper for IVRs and Virtual 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.

Nuance Gatekeeper is a supported provider of voice biometric authentication in CXone Mpower. The steps on this page are required for all voice biometrics integrations that use Nuance Gatekeeper for IVRsClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. or virtual agentsClosed A software application that handles customer interactions in place of a live human agent..

Add a Voice Biometrics Profile in Voice Biometrics Hub

Required permissions: Automation & AI > Launch Automation & AI

You need to add a profile app for Nuance Gatekeeper to Voice Biometrics Hub. This establishes a connection between CXone Mpower and the voice biometrics provider.

  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 Nuance Gatekeeper IVR/AgentLeg 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.
    Scope ID The unique ID of the scope your instance of Nuance Gatekeeper operates in. Your Nuance Account Representative can help you find this information.
    Client ID Enter your Nuance Gatekeeper client ID. Your Nuance Account Representative can help you find this information.
    Client Secret Enter the secret for your Nuance Gatekeeper client ID. Your Nuance Account Representative can help you find this information.
    Integration Type

    Indicates the type of voice biometric integration you're setting up. Select IVR for an integration with an IVR or virtual agents. The AgentLeg option is for an integration for live agents.
    Platform Enter the platform ID that your Nuance Account Representative provides you. This field is only visible if you select IVR as the Integration Type.
    Custom Data

    You can pass custom data to Nuance Gatekeeper with the initial request. After you save this profile, the configured custom data are static. To configure this:

    1. Click Add Custom Data.
    2. Enter the Name of the parameter.
    3. Enter the Value of the parameter.
    4. Repeat these steps to add more custom data parameters.
  6. Click Create.

Customize a Script for Nuance Gatekeeper

Required permissions: Studio Script View, Create/Edit

The script for using voice biometric authentication with IVRsClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. and virtual agentsClosed A software application that handles customer interactions in place of a live human agent. must include the voice biometric Studio actions:

  • GET VOICE BIO STATUS : This action sends the customer ID and checks your voice biometric provider to see if the contact is enrolled, not enrolled, or opted out.
  • VOICE BIO ENROLLMENT : This action sends the customer ID and begins sending the contact audio to the voice biometric provider during the enrollment process.
  • VOICE BIO AUTHENTICATION : This action the customer ID and starts sending the contact audio to the voice biometric provider to authenticate the contact. Contacts must have been previously enrolled with the voice biometric provider.
  • GET VOICE BIO RESULTS : This action receives the response from the voice biometric provider after an attempt at authenticating the contact against the enrolled voiceprint, or during the process of enrolling a new contact.

Depending on your use case, you also need one of the following: 

  • One or more Voicebot Exchange Studio actions. This is required only for virtual agent scripts.
  • The actions to set up an IVR. This is required if you're using an IVR to complete the voice biometric authentication. If a virtual agent is handling the voice biometric authentication, your script may include an IVR as well, but it's not required. A simple IVR script is described in the Develop a Basic Script Studio tutorial.

Example Script for IVR

Use this example as a foundation to create your script to use Nuance Gatekeeper. You can download a ZIP file that contains an XML version of the script that you can import into Desktop Studio and a JSON version that you can import into Studio.

The following image shows the example script for Studio.

Image of an example script that has an IVR menu handle voice biometric authentication and enrollment.

You can see an image of the script in Desktop Studio in the following drop-down.

Image of a script that has an IVR menu handle the voice biometric authentication and enrollment.

The example script shows the essential flow required to have an IVR handle the voice biometric authentication. This flow shows the IVR enrolling new contactsClosed The person interacting with an agent, IVR, or bot in your contact center. and authenticating previously-enrolled contacts. Be sure to follow Studio scripting best practices, which included connecting all Default and Error branches.

To create script for a virtual agent handling voice biometric authentication, add a VOICEBOT EXCHANGE action after each Voice Biometrics Hub action. The Voice Biometrics Hub action must pass the appropriate information to the VOICEBOT EXCHANGE action so it can send it to the virtual agent provider. The virtual agent must be configured with intentsClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish to handle each phase of the voice biometric conversation.

Assign the Nuance Gatekeeper App Profile to an Action

Required permissions: Studio Script View, Create/Edit

If you haven't done so already, you need to assign the Nuance Gatekeeper profile to each of the four voice biometrics actionsClosed Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. in your Studio script.

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

  2. Ensure that your script includes all four voice biometrics actions and add them if necessary. The actions are:

    • GET VOICE BIO STATUS action
    • VOICE BIO ENROLLMENT action
    • VOICE BIO AUTHENTICATION action
    • GET VOICE BIO RESULTS action

  3. Double-click any of the Voice Biometrics Hub actions to open Voice Biometrics Hub.

  4. In the left column, click the checkmark in a circle Icon of a checkmark inside a circle. next to the voice biometric profile you want to assign to this action.

    An alternative to using the checkmark is to create a variable in your Studio script to pass the voice biometric profile name into the VoiceBioProfileId property of each Voice Biometrics Hub action. This ensures that all Voice Biometrics Hub actions in your script always use the same voice biometrics profile.

  5. Click Yes to confirm your choice, then click Close.
  6. Repeat steps 3-5 for each voice biometric action in your script.