Biométrie vocale pour agents en direct

You can use voice biometrics to authenticate contacts The person interacting with an agent, IVR, or bot in your contact center. on voice channels Various voice and digital communication mediums that facilitate customer interactions in a contact center.. This method uses voiceprints to authenticate contacts over the phone. Every person has a unique voiceprint, just as they have unique fingerprints. It only takes 0.5 to 3 seconds of normal, conversational speech for a voice biometric service to determine if the caller is who they claim to be.

L'authentification biométrique vocale pour les agents en direct nécessite un fournisseur biométrique vocal pris en charge. De plus, vos agents doivent utiliser un support agent application.

Inscription des contacts

Before the voice biometric provider can verify the identity of contacts, each contact must enroll. Prior to enrolling the contact, your organization must get permission from the contact to capture their audio and enroll them in voice biometric authentication. During the enrollment process, a baseline voiceprint is created. The voice biometric provider compares the baseline print to the voiceprints of future callers claiming to be the contact.

The voice biometric provider creates a profile for the contact. The profile includes the baseline voiceprint and a user ID (customer ID). The customer ID must be unique for each contact, such as an account number or email address. Your organization can choose what the identifier will be.

In future interactions, the customer ID is used during the authentication process. The contact's voiceprint must match the baseline print associated with their customer ID.

The flow of enrollment is:

1. At the start of a call, the agent enters the contact's customer ID into Customer ID field on the Voice Biometric window in the CXone Mpower Agent application and submits it to the voice biometric provider. The provider checks for the contact's customer ID in the system. If the customer ID exists in the system the voice biometric provider proceeds with authentication.
2. If the customer ID does not exist in the voice biometrics provider's system, the agent assist panel in the agent application displays the Customer is not enrolled message with the Opt Out and Consent and Enroll buttons.
3. The agent must verify the contact's identity by asking your organization's standard manual authentication questions.

4. The agent discusses voice biometric authentication with the contact. If the contact wants to enroll, the agent clicks Enroll and Consent. If the contact does not want to enroll, the agent clicks Opt Out.

   If the contact opts out, the voice biometric provider creates a profile for the user to show they opted out. In the future, when an opted-out contact calls, the provider will return the opted-out status when it checks the contact's user ID at the start of an interaction. The agent will need to manually authenticate the contact. Contacts who have previously opted out can opt in during future calls.

5. Enrollment requires 20-40 seconds of natural, conversational speech. The amount of time depends on the settings in the provider's console. It's related to how secure your organization needs this process to be.

   The contact doesn't need to say specific words for the recording, but the agent must engage with the contact to keep them talking. For example, the agent might ask the contact why they're calling.

   During enrollment, the contact's audio is recorded and sent to the voice biometric provider. Because of this, you may not want your agents to ask the contact questions that would reveal sensitive information, such as personally identifiable information (PII). Your organization should determine what kinds of questions agents should ask during the enrollment process to avoid capturing sensitive information during the process.
   

6. As the contact speaks, the audio is sent in real time to the voice biometric provider. When the provider has enough audio to create the baseline voiceprint, it sends a notification to the agent application, which stops the recording and displays the Enrolled message to the agent.
7. The voice biometric provider creates the contact's profile with the associated voiceprint.

You can view all enrolled contacts in the voice biometric provider's management console. You can also see a list of contacts who have opted out of voice authentication. To learn more about how to view this information, refer to the documentation for your voice biometric provider.

Listes de blocage

Les fournisseurs de biométrie vocale maintiennent des listes de blocage de voix frauduleuses avérées. Si la voix d'un contact figure sur la liste de blocage du fournisseur, le fournisseur renvoie un résultat indiquant une fraude. Après un certain nombre de fois qu'une voix bloquée appelle un identifiant client spécifique, le profil biométrique vocal correspondant est verrouillé. Le nombre de fois qu'une voix bloquée peut appeler avant que le profil ne soit verrouillé peut varier en fonction du fournisseur de biométrie vocale.

CXone Mpower ne gère pas les profils biométriques vocaux verrouillés. Votre organisation doit déterminer comment gérer les contacts potentiellement frauduleux. Pour déverrouiller un profil, vous devez travailler avec le représentant de votre compte fournisseur de biométrie vocale. Vous pouvez également vous connecter à la console du fournisseur de biométrie vocale pour le déverrouiller.

Processus d'intégration

La configuration de l’authentification biométrique vocale pour les agents en direct nécessite les étapes Voice Biometrics Hub et Agent Assist Hub. Dans Voice Biometrics Hub, vous configurez la connexion entre votre fournisseur biométrique vocal et CXone Mpower. Dans Agent Assist Hub, vous configurez la connexion entre CXone Mpower et the agent application. Vous devez également personnaliser tout script dans lequel vous souhaitez que l’authentification biométrique vocale soit utilisée.

Les étapes d'intégration dépendent du fournisseur que vous utilisez :

• CXone Mpower Autopilot Voice Biometrics
• Nuance Gatekeeper

Après avoir configuré l'authentification biométrique vocale, vous pouvez envoyer à vos agents l'aide en ligne pour l'utiliser dans les interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Veuillez noter qu’il existe actuellement certaines limitations à l’utilisation de la biométrie vocale. Ces limitations seront traitées dans les prochaines versions avant que la fonctionnalité ne soit généralement disponible. Pour obtenir une liste des limitations actuelles, contactez votre Account Representative.