Seamless authentication and enrollment
First Claim
1. A computer-implemented method comprising:
- receiving audio streams from an audio server that archives audio data of historical communication sessions between customers and representatives;
for each of at least some of the audio streams generating and enrolling a respective enrolled voice print by;
a management server using a processor to create a preliminary association between an audio stream related to a particular one of the historical communication sessions and an identity of a customer that has engaged in the particular historical communication session based on stored identification information;
determining using the processor a confidence level of the preliminary association based on stored authentication information related to the customer;
if the confidence level is higher than a threshold, checking using the processor the identity of the customer against a suspicious customer list, and if the identity of the customer is not listed in the suspicious customer identification information list, sending a request to compare the audio stream to a database of voice prints of known fraudsters;
if the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer;
prior to enrolling the current voice print, comparing using the processor the current voice print associated with the customer to a voice print previously enrolled for the customer and comparing using the processor the current voice print associated with the customer to voice prints associated with other customers; and
enrolling using the processor the current voice print, if the current voice print does not match any other voice prints associated with any of the other customers and if the current voice print is consistent with the voice print previously enrolled for the customer, in a customer voice print database as an enrolled voice print;
if the current voice print does match a voice print associated with another customer reporting using the processor the current voice print as suspicious and reporting the voice print associated with the other customer as suspicious;
andautomatically authenticating the customer during a succeeding communication session based on the enrolled voice print.
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Accused Products
Abstract
Some aspects of the invention may include a computer-implemented method for enrolling voice prints generated from audio streams, in a database. The method may include receiving an audio stream of a communication session and creating a preliminary association between the audio stream and an identity of a customer that has engaged in the communication session based on identification information. The method may further include determining a confidence level of the preliminary association based on authentication information related to the customer and if the confidence level is higher than a threshold, sending a request to compare the audio stream to a database of voice prints of known fraudsters. If the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer and enrolling the voice print in a customer voice print database.
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Citations
19 Claims
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1. A computer-implemented method comprising:
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receiving audio streams from an audio server that archives audio data of historical communication sessions between customers and representatives; for each of at least some of the audio streams generating and enrolling a respective enrolled voice print by; a management server using a processor to create a preliminary association between an audio stream related to a particular one of the historical communication sessions and an identity of a customer that has engaged in the particular historical communication session based on stored identification information; determining using the processor a confidence level of the preliminary association based on stored authentication information related to the customer; if the confidence level is higher than a threshold, checking using the processor the identity of the customer against a suspicious customer list, and if the identity of the customer is not listed in the suspicious customer identification information list, sending a request to compare the audio stream to a database of voice prints of known fraudsters; if the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer; prior to enrolling the current voice print, comparing using the processor the current voice print associated with the customer to a voice print previously enrolled for the customer and comparing using the processor the current voice print associated with the customer to voice prints associated with other customers; and enrolling using the processor the current voice print, if the current voice print does not match any other voice prints associated with any of the other customers and if the current voice print is consistent with the voice print previously enrolled for the customer, in a customer voice print database as an enrolled voice print; if the current voice print does match a voice print associated with another customer reporting using the processor the current voice print as suspicious and reporting the voice print associated with the other customer as suspicious; and automatically authenticating the customer during a succeeding communication session based on the enrolled voice print. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. An apparatus comprising:
at least one processor configured to; receive audio streams from an audio server that archives audio data of historical communication sessions between customers and representatives; for each of at least some of the audio streams generate and enroll a respective enrolled voice print by; creating a preliminary association between an audio stream related to a particular one of the historical communication sessions and an identity of a customer that has engaged in the particular historical communication session based on stored identification information; determining a confidence level of the preliminary association based on stored authentication information related to the customer; if the confidence level is higher than a threshold, checking the identity of the customer against a suspicious customer list, and if the identity of the customer is not listed in the suspicious customer identification information list, sending a request to compare the audio stream to a database of voice prints of known fraudsters; if the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer; prior to enrolling the current voice print, comparing the current voice print associated with the customer to a voice print previously enrolled for the customer and comparing the current voice print associated with the customer to voice prints associated with other customers; and enrolling the current voice print, if the current voice print does not match any other voice prints associated with any of the other customers, in a customer voice print database as an enrolled voice print; if the current voice print does match a voice print associated with another customer reporting the current voice print as suspicious and reporting the voice print associated with the other customer as suspicious; and automatically authenticate the customer during a succeeding communication session based on the enrolled voice print. - View Dependent Claims (16, 17, 18)
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19. An article comprising a non-transitory computer-readable storage medium, having instructions stored thereon that when executed by at least one processor, cause the at least one processor to:
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receive audio streams from an audio server that archives audio data of historical communication sessions between customers and representatives; for each of at least some of the audio streams generate and enroll a respective enrolled voice print by; creating a preliminary association between an audio stream related to a particular one of the historical communication sessions and an identity of a customer that has engaged in the particular historical communication session based on stored identification information; determining a confidence level of the preliminary association based on stored authentication information related to the customer; if the confidence level is higher than a threshold, checking the identity of the customer against a suspicious customer list, and if the identity of the customer is not listed in the suspicious customer identification information list, sending a request to compare the audio stream to a database of voice prints of known fraudsters; if the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer; and prior to enrolling the current voice print, comparing the current voice print associated with the customer to a voice print previously enrolled for the customer and comparing the current voice print associated with the customer to voice prints associated with other customers; enrolling the current voice print, if the current voice print does not match any other voice prints associated with any of the other customers and if the current voice print is consistent with the voice print previously enrolled for the customer, in a customer voice print database as an enrolled voice print; if the current voice print does match a voice print associated with another customer reporting the current voice print as suspicious and reporting the voice print associated with the other customer as suspicious; and automatically authenticate the customer during a succeeding communication session based on the enrolled voice print.
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Specification