CPC G06F 21/32 (2013.01) [G10L 17/00 (2013.01); G10L 17/14 (2013.01); H04M 3/42068 (2013.01)] | 19 Claims |
1. A system for authenticating and identifying customers comprising:
one or more processors;
a memory communicably coupled to the one or more processors and storing:
an interest module including instructions that when executed by the one or more processors cause the system to:
receive a call, wherein the call is associated with a customer of a plurality of customers;
retrieve a customer profile associated with the customer;
determine an audio-of-interest associated with the customer based on the customer profile, wherein each customer is associated with a different audio-of-interest;
identify where the audio-of-interest is spoken by the customer in the received call based at least on (a) a customer workflow associated with the call, and (b) data being displayed on an agent computing device associated with the call; and
store a pointer to the audio-of-interest with a recording of the received call; and
a biometrics module including instructions that when executed by the one or more processors cause the system to:
retrieve the audio-of-interest from the received call using the stored pointer;
retrieve a plurality of voiceprints associated with the customer;
identify one or more behavioral characteristics associated with the plurality of voiceprints that relate to how the customer utters the audio-of-interest including at least one of a specific grouping of terms or numbers and a specific ordering of terms or numbers when providing requested identifying information;
based on the one or more behavioral characteristics, determine if the customer is authenticated;
if it is determined that the customer is authenticated, transmit a message that the customer is authenticated;
enhance the one or more voiceprints to include the audio-of-interest as an active voiceprint; and
store the enhanced one or more voiceprints for authenticating the customer during a subsequent call.
|