In the dynamic landscape of contact center environments, the incorporation of real-time voice biometrics emerges as a sophisticated and seamless solution for identity verification, encompassing both the enrollment and authentication processes.
During the initial enrollment phase, the user's voiceprint is generated by analyzing unique biometric characteristics in their voice through a one-time procedure. This voiceprint is then securely stored in the system and can subsequently be utilized for authentication across various conversational channels, including live agent interactions, IVRs, virtual agents, chatbots, and mobile applications.
This comprehensive approach ensures a streamlined and secure authentication experience for customers, regardless of the communication channel they choose within the contact center environment.
The following diagrams illustrate the sequential data flow of real-time biometric transactions in a contact center setting, where a customer initiates the call and is connected with a live agent.
Enrollment Flow:
1- Once the call is established, the Telephony System sends a call start event to the VotG Adapter. This event includes essential information associated with the call such as the unique Call ID and the Agent ID.
2- VotG Adapter updates the call state for the Call ID received and sends the call start event the VotG Notification Service. After that the notification is sent to the Agent Application of the agent assigned to handle that particular call.
3- The Agent Application initiates the enrollment process automatically by sending a begin transaction request to the Biometrics API after receiving call start notification. The request includes the unique call ID and user code parameters which identify the call and the user being enrolled.
4- The Biometrics API sends a begin transaction request to the VotG Adapter with the call ID and transaction ID parameters. This informs the VotG Adapter to start collecting and processing the audio stream data for the biometric analysis.
5- The Biometrics API sends a begin transaction notification to the VotG Notification Service.
6- The VotG Notification Service sends the begin transaction notification to the Agent Application, informing the associated agent that the enrollment process has been initiated.
7- The VotG Adapter verifies that the call with the provided parameters is still ongoing and sends a start stream request to the Telephony System with the call ID parameter.
8- The Telephony System starts to send the audio stream data from the ongoing call to the VotG Adapter in real-time for further processing.
9- The VotG Adapter starts collecting and preprocessing the audio stream data and sends the audio segment to the Biometrics API for voiceprint creation.
10- The Biometrics API processes the audio segment and sends a transaction status notification to the VotG Notification Service, including the current enrollment status.
11- The VotG Notification Service sends the transaction status notification to the Agent Application, informing the application of the current enrollment status.
12- This process repeats until the enrollment status changes from "ongoing" to "ready to enroll", indicating that the sufficient amount of audio data has been collected for the enrollment and it's ready for completion.
13- After the agent receives notification that the voiceprint is ready for enrollment, the agent may ask for the customer's consent to create the voiceprint. If the customer gives their consent, the agent can then send an enroll commit request to the Biometrics API through the Agent Application (auto-commit is also available as an option).
14- The Biometrics API processes the enrollment request, stores the customer's voiceprint, and sends an transaction result notification to the VotG Notification Service, which notifies the Client Application of the successful enrollment.
15- After the enrollment is committed, the Biometrics API sends a stop transaction request to the VotG Adapter, which then sends a stop stream request to the Phone Gateway, terminating the audio streaming for the call.
Authentication Flow:
1- Once the call is established, the Telephony System sends a call start event to the VotG Adapter. This event includes essential information associated with the call such as the unique Call ID and the Agent ID.
2- VotG Adapter updates the call state for the Call ID received and sends the call start event the VotG Notification Service. After that the notification is sent to the Agent Application of the agent assigned to handle that particular call.
3- The Agent Application initiates the authentication process automatically by sending a begin transaction request to the Biometrics API after receiving call start notification. The request includes the unique call ID and user code parameters which identify the call and the user being authenticated.
4- The Biometrics API sends a begin transaction request to the VotG Adapter with the call ID and transaction ID parameters. This informs the VotG Adapter to start collecting and processing the audio stream data for the biometric analysis.
5- The Biometrics API sends a begin transaction notification to the VotG Notification Service.
6- The VotG Notification Service sends the begin transaction notification to the Agent Application, informing the associated agent that the enrollment process has been initiated.
7- The VotG Adapter verifies that the call with the provided parameters is still ongoing and sends a start stream request to the Telephony System with the call ID parameter.
8- The Telephony System starts to send the audio stream data from the ongoing call to the VotG Adapter in real-time for further processing.
9- The VotG Adapter starts collecting and preprocessing the audio stream data. Once the necessary data is obtained, it sends the audio segment to the Biometrics API for authentication.
10- The Biometrics API processes the audio segment and sends a transaction result notification to the VotG Notification Service, including the current authentication result.
11- The VotG Notification Service sends the authentication result to the Agent Application.
12- After the authentication is concluded, the Biometrics API sends a stop transaction request to the VotG Adapter, which then sends a stop stream request to the Telephony System, terminating the audio streaming for the call.