System and method for automated adaptation and improvement of speaker authentication in a voice biometric system environment

Patent metadata

Field	Value
Publication number	US-9553977-B2
Application number	US-201514834390-A
Country	US
Kind code	B2
Filing date	Aug 24, 2015
Priority date	Dec 22, 2009
Publication date	Jan 24, 2017
Grant date	Jan 24, 2017

Abstract

A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.

First claim

What is claimed is:

1. A method for testing performance of a contact center using virtual agents, the method comprising:
defining a behavior profile that specifies behavioral response of a virtual non-human agent to a call to the contact center;
importing actual performance data regarding a human agent from a configuration server in a contact center environment to create the behavior profile;
logging the virtual non-human agent into a contact center server to respond to calls to the contact center;
generating, using a call generator, calls to the contact center to simulate actual inquiries to the contact center;
assigning the virtual non-human agent to respond to the generated calls according to the at least one behavior profile; and
recording details of calls handled by the virtual non-human agent, wherein the virtual non-human agent simulates the behavior of the human agent and, together with the generated calls, simulates operation of the contact center.

2. A system for testing the performance of a contact center, the system comprising:
a storage medium for storing a behavior profile specifying a behavioral response of a virtual non-human agent to a call to the contact center and a virtual non-human agent profile that enables the virtual non-human agent to be logged in to the contact center;
a call generator, using a processor, for generating calls to the contact center; and
a call meter that records, using a processor, details of the calls handled by the virtual non-human agent,
wherein the virtual non-human agent simulates the behavior of a human agent and, together with the generated calls, simulates operation of the contact center;
wherein the behavior profile is created based at least in part on performance data regarding the human agent, the performance data obtained from a configuration server in a contact center environment.

3. The system of claim 2 , wherein the at behavior profile includes at least one activity to be performed by the virtual non-human agent.

4. The system of claim 3 , wherein the at least one activity includes maximum and minimum durations.

5. The system of claim 2 , wherein the call generator schedules calls for a predetermined time, interval and volume.

6. The system of claim 2 , wherein the at least one virtual agent handles calls according to a schedule of the at least one behavior profile.

Assignees

• Cyara Solutions Pty Ltd

Inventors

• Kulkarni Alok

Classifications

• H04M3/323

  for the arrangements providing the connection (test connection, test call, call simulation) · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title

• G10L17/02

  Preprocessing operations, e.g. segment selection; Pattern representation or modelling, e.g. based on linear discriminant analysis [LDA] or principal components; Feature selection or extraction · CPC title

• H04M3/527

  Centralised call answering arrangements not requiring operator intervention · CPC title