Utilizing voice biometrics

Patent metadata

Field	Value
Publication number	US-9609134-B2
Application number	US-201514968426-A
Country	US
Kind code	B2
Filing date	Dec 14, 2015
Priority date	Jun 20, 2013
Publication date	Mar 28, 2017
Grant date	Mar 28, 2017

Abstract

Methods, systems, computer-readable media, and apparatuses for handling calls based on a voice biometric confidence score are presented. In some embodiments, a computing device may receive a voice sample associated with a telephone call. Subsequently, the computing device may determine a voice biometric confidence score based on the voice sample. The computing device then may determine to route the telephone call to a certain endpoint based on the voice biometric confidence score.

First claim

What is claimed is:

1. A computing device, comprising:
at least one processor; and
memory storing computer readable instructions that, when executed by the at least one processor, cause the computing device to:
receive a sample associated with an in-progress telephone call, wherein receiving the sample associated with the in-progress telephone call comprises capturing one or more utterances that are responsive to prompts provided by a representative during the in-progress telephone call;
determine a voice biometric confidence score based on the sample;
determine to route the in-progress telephone call to a first endpoint based on the voice biometric confidence score, wherein determining to route the in-progress telephone call to the first endpoint based on the voice biometric confidence score comprises:
based on the voice biometric confidence score falling below a threshold during the in-progress telephone call, providing routing information to the representative, the routing information being configured to cause the representative to transfer the in-progress telephone call to a specialized representative for handling as a potentially illegitimate call; and

based on the in-progress telephone call being transferred to the specialized representative, determine to initiate recording and analysis of the in-progress telephone call, wherein a recording of the in-progress telephone call is saved and sampled to create a defensive voiceprint for identifying a caller associated with the in-progress telephone call as an illegitimate caller.

2. The computing device of claim 1 , wherein the threshold is dynamically adjusted over time based on call metrics information associated with a plurality of voice biometric confidence scores for a plurality of previously flagged calls.

3. The computing device of claim 1 , wherein determining the voice biometric confidence score based on the sample comprises:
selecting a voiceprint for authenticating a caller associated with the in-progress telephone call from at least one database based on input provided by the caller, the input comprising one or more of a username or an account number; and
using the selected voiceprint in analyzing the sample to determine the voice biometric confidence score.

4. The computing device of claim 1 ,
wherein the routing information is presented to the representative via a first notification, and
wherein the computing device is configured to cause a second notification to be presented to the specialized representative, the second notification comprising information indicating that a caller associated with the in-progress telephone call is attempting to access one or more accounts and information identifying the voice biometric confidence score for the caller.

5. One or more non-transitory computer-readable media having computer-executable instructions stored thereon that, when executed by a computing device, cause the computing device to:
receive a sample associated with an in-progress telephone call, wherein receiving the sample associated with the in-progress telephone call comprises capturing one or more utterances that are responsive to prompts provided by a representative during the in-progress telephone call;
determine a voice biometric confidence score based on the sample;
determine to route the in-progress telephone call to a first endpoint based on the voice biometric confidence score, wherein determining to route the in-progress telephone call to the first endpoint based on the voice biometric confidence score comprises:
based on the voice biometric confidence score falling below a threshold during the in-progress telephone call, providing routing information to the representative, the routing information being configured to cause the representative to transfer the in-progress telephone call to a specialized representative for handling as a potentially illegitimate call; and

based on the in-progress telephone call being transferred to the specialized representative, determine to initiate recording and analysis of the in-progress telephone call, wherein a recording of the in-progress telephone call is saved and sampled to create a defensive voiceprint for identifying a caller associated with the in-progress telephone call as an illegitimate caller.

6. The one or more non-transitory computer-readable media of claim 5 , wherein the threshold is dynamically adjusted over time based on call metrics information associated with a plurality of voice biometric confidence scores for a plurality of previously flagged calls.

7. The one or more non-transitory computer-readable media of claim 5 , wherein determining the voice biometric confidence score based on the sample comprises:
selecting a voiceprint for authenticating a caller associated with the in-progress telephone call from at least one database based on input provided by the caller, the input comprising one or more of a username or an account number; and
using the selected voiceprint in analyzing the sample to determine the voice biometric confidence score.

8. The one or more non-transitory computer-readable media of claim 5 ,
wherein the routing information is presented to the representative via a first notification, and
wherein the computing device is configured to cause a second notification to be presented to the specialized representative, the second notification comprising information indicating that a caller associated with the in-progress telephone call is attempting to access one or more accounts and information identifying the voice biometric confidence score for the caller.

9. A method, comprising:
at a computing device comprising at least one processor and memory storing computer readable instructions:
receiving, by the at least one processor, a sample associated with an in-progress telephone call, wherein receiving the sample associated with the in-progress telephone call comprises capturing one or more utterances that are responsive to prompts provided by a representative during the in-progress telephone call;
determining, by the at least one processor, a voice biometric confidence score based on the sample;
determining, by the at least one processor, to route the in-progress telephone call to a first endpoint based on the voice biometric confidence score, wherein determining to route the in-progress telephone call to the first endpoint based on the voice biometric confidence score comprises:
based on the voice biometric confidence score falling below a threshold during the in-progress telephone call, providing routing information to the representative, the routing information being configured to cause the representative to transfer the in-progress telephone call to a specialized representative for handling as a potentially illegitimate call; and

based on the in-progress telephone call being transferred to the specialized representative, determining, by the at least one processor, to initiate recording and analysis of the in-progress telephone call, wherein a recording of the in-progress telephone call is saved and sampled to create a defensive voiceprint for identifying a caller associated with the in-progress telephone call as an illegitimate caller.

10. The method of claim 9 , wherein the threshold is dynamically adjusted over time based on call metrics information associated with a plurality of voice biometric confidence scores for a plurality of previously flagged calls.

11. The method of claim 9 , wherein determining the voice biometric confidence score based on the sample comprises:
selecting a voiceprint for authenticating a caller associated with the in-progress telephone call from at least one database based on input provided by th

Assignees

• Bank Of America

Inventors

• Timem Joseph
• Perry Donald
• Rosenberger Jenny
• Karpey David

Classifications

• H04M2201/41

  using speaker recognition · CPC title

• H04M3/527

  Centralised call answering arrangements not requiring operator intervention · CPC title

• H04M2203/6054

  Biometric subscriber identification · CPC title

• H04M3/42221

  Conversation recording systems (at the subscriber's set H04M1/656) · CPC title

• H04M3/5166

  in combination with interactive voice response systems or voice portals, e.g. as front-ends · CPC title