US 11,868,453 B2
Systems and methods for customer authentication based on audio-of-interest
Marc Adam Calahan, Milton, GA (US); Timothy Andrew Furnell, Burghfield Common (GB); and Jamie Richard Williams, Fleet (GB)
Assigned to Verint Americas Inc., Alpharetta, GA (US)
Filed by Verint Americas Inc., Alpharetta, GA (US)
Filed on Nov. 7, 2019, as Appl. No. 16/676,690.
Prior Publication US 2021/0141879 A1, May 13, 2021
Int. Cl. G06F 21/31 (2013.01); G06F 21/32 (2013.01); G10L 17/00 (2013.01); G10L 17/14 (2013.01); H04M 3/42 (2006.01)
CPC G06F 21/32 (2013.01) [G10L 17/00 (2013.01); G10L 17/14 (2013.01); H04M 3/42068 (2013.01)] 19 Claims
OG exemplary drawing
 
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.