Utilizing voice biometrics

• US 9,734,831 B2
• Filed: 01/11/2016
• Issued: 08/15/2017
• Est. Priority Date: 06/20/2013
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Timem, Joseph, Perry, Donald, Rosenberger, Jenny, Karpey, David
• Primary Examiner(s): Azad, Abul
• Application Number:
  US14/992,344
• Publication Number:
  US 20160125884A1
• Time in Patent Office: 582 Days
• CPC Class Codes: G06F 21/32 using biometric data, e.g. fingerprints, iris scans or voiceprints
• CPC Class Codes: G06F 21/6209 to a single file or object, e.g. in a secure envelope, encrypted and accessed using a key, or with access control rules appended to the object itself
• CPC Class Codes: G06Q 20/40145 Biometric identity checks
• CPC Class Codes: G10L 17/22 Interactive procedures; Man-machine interfaces
• CPC Class Codes: H04L 63/0861 using biometrical features, e.g. fingerprint, retina-scan cryptographic mechanisms or cryptographic arrangements for entity authentication using biological data H04L9/3231
• CPC Class Codes: H04L 63/102 Entity profiles

Abstract

Methods, systems, computer-readable media, and apparatuses for utilizing voice biometrics to prevent unauthorized access are presented. In some embodiments, a computing device may receive a voice sample. Subsequently, the computing device may determine a voice biometric confidence score based on the voice sample. The computing device then may evaluate the voice biometric confidence score in combination with one or more other factors to identify an attempt to access an account without authorization.

Claims

1. A system, comprising:

at least one processor; and

a memory device storing computer readable instructions that, when executed by the at least one processor, cause the system to;

receive a first voice sample associated with a first channel, wherein the first channel is a first product channel of a financial institution, and the first voice sample is captured by a mobile banking application that is executed on a mobile device and configured to allow a user of the mobile device to view one or more account balances, deposit one or more checks, and transfer funds associated with one or more financial accounts;

determine a first voice biometric confidence score based on the first voice sample;

evaluate the first voice biometric confidence score in combination with one or more other factors to identify a first attempt to access a first account without authorization, the first account being maintained by the financial institution, wherein evaluating the first voice biometric confidence score in combination with the one or more other factors comprises assigning a weight to the first voice biometric confidence score and assigning one or more additional weights to the one or more other factors;

determine that the first voice sample is associated with an actual attempt to access the first account without authorization based on evaluating the first voice biometric confidence score in combination with the one or more other factors;

based on determining that the first voice sample is associated with the actual attempt to access the first account without authorization, lock the first account to prevent one or more transactions from being performed on the first account until the first account is unlocked by at least one legitimate user of the first account;

receive a second voice sample associated with a second channel, the second voice sample being different from the first voice sample, and the second channel being different from the first channel, wherein the second channel is a second product channel of the financial institution;

determine a second voice biometric confidence score based on the second voice sample;

evaluate the second voice biometric confidence score in combination with the one or more other factors to identify a second attempt to access a second account without authorization, the second account being maintained by the financial institution; and

dynamically adjust one or more of the weights based on call metrics.

2. The system of claim 1, wherein the second voice sample is received via a telephonic channel of the financial institution, and the first voice sample is received via a mobile application channel of the financial institution.

3. The system of claim 1, wherein the one or more other factors include one or more of phone type, phone number authenticity, call origin, phone number history, or call purpose.

4. The system of claim 1, wherein the memory device stores additional computer readable instructions that, when executed by the at least one processor, cause the system to:

based on determining that the first voice sample is associated with the actual attempt to access the first account without authorization, analyze the first voice sample and store analysis results in a database of suspicious voiceprints.

5. The system of claim 1, wherein the memory device stores additional computer readable instructions that, when executed by the at least one processor, cause the system to:

based on determining that the first voice sample is associated with the actual attempt to access the first account without authorization, inform a customer service representative of the financial institution that a person associated with the first voice sample is attempting to access the first account without authorization by presenting a notification to the customer service representative of the financial institution via at least one user interface.

6. The system of claim 1, wherein the first channel is associated with a first contact center of a card services department of the financial institution, and the second channel is associated with a second contact center of a mortgage services department of the financial institution.

7. The system of claim 1, wherein the second voice sample is captured by an automated teller machine (ATM) prompting a user to speak a certain phrase.

8. The system of claim 1, wherein the second voice sample is captured by an interactive voice response (IVR) system prompting a caller to speak a certain phrase.

9. The system of claim 1, wherein locking the first account to prevent the one or more transactions from being performed on the first account comprises locking the mobile banking application executed on the mobile device until the first account is unlocked by the at least one legitimate user of the first account.

10. A method, comprising:

at a computer system comprising at least one processor and a memory device storing computer readable instructions;

receiving, by the at least one processor, a first voice sample associated with a first channel, wherein the first channel is a first product channel of a financial institution, and the first voice sample is captured by a mobile banking application that is executed on a mobile device and configured to allow a user of the mobile device to view one or more account balances, deposit one or more checks, and transfer funds associated with one or more financial accounts;

determining, by the at least one processor, a first voice biometric confidence score based on the first voice sample;

evaluating, by the at least one processor, the first voice biometric confidence score in combination with one or more other factors to identify a first attempt to access a first account without authorization, the first account being maintained by the financial institution, wherein evaluating the first voice biometric confidence score in combination with the one or more other factors comprises assigning a weight to the first voice biometric confidence score and assigning one or more additional weights to the one or more other factors;

determining, by the at least one processor, that the first voice sample is associated with an actual attempt to access the first account without authorization based on evaluating the first voice biometric confidence score in combination with the one or more other factors;

based on determining that the first voice sample is associated with the actual attempt to access the first account without authorization, locking, by the at least one processor, the first account to prevent one or more transactions from being performed on the first account until the first account is unlocked by at least one legitimate user of the first account;

receiving, by the at least one processor, a second voice sample associated with a second channel, the second voice sample being different from the first voice sample, and the second channel being different from the first channel, wherein the second channel is a second product channel of the financial institution;

determining, by the at least one processor, a second voice biometric confidence score based on the second voice sample;

evaluating, by the at least one processor, the second voice biometric confidence score in combination with the one or more other factors to identify a second attempt to access a second account without authorization, the second account being maintained by the financial institution; and

dynamically adjusting, by the at least one processor, one or more of the weights based on call metrics.

11. The method of claim 10, wherein the second voice sample is received via a telephonic channel of the financial institution, and the first voice sample is received via a mobile application channel of the financial institution.

12. The method of claim 10, wherein the one or more other factors include one or more of phone type, phone number authenticity, call origin, phone number history, or call purpose.

13. The method of claim 10, comprising:

based on determining that the first voice sample is associated with the actual attempt to access the first account without authorization, analyzing, by the at least one processor, the first voice sample and storing, by the at least one processor, analysis results in a database of suspicious voiceprints.

14. The method of claim 10, comprising:

based on determining that the first voice sample is associated with the actual attempt to access the first account without authorization, informing, by the at least one processor, a customer service representative of the financial institution that a person associated with the first voice sample is attempting to access the first account without authorization by presenting a notification to the customer service representative of the financial institution via at least one user interface.

15. The method of claim 10, wherein the first channel is associated with a first contact center of a card services department of the financial institution, and the second channel is associated with a second contact center of a mortgage services department of the financial institution.

16. The method of claim 10, wherein the second voice sample is captured by an automated teller machine (ATM) prompting a user to speak a certain phrase.

17. The method of claim 10, wherein the second voice sample is captured by an interactive voice response (IVR) system prompting a caller to speak a certain phrase.

18. The method of claim 10, wherein locking the first account to prevent the one or more transactions from being performed on the first account comprises locking the mobile banking application executed on the mobile device until the first account is unlocked by the at least one legitimate user of the first account.

19. One or more non-transitory computer-readable media having computer-executable instructions stored thereon that, when executed by a computer system comprising at least one processor and a memory device, cause the computer system to:

receive a first voice sample associated with a first channel, wherein the first channel is a first product channel of a financial institution, and the first voice sample is captured by a mobile banking application that is executed on a mobile device and configured to allow a user of the mobile device to view one or more account balances, deposit one or more checks, and transfer funds associated with one or more financial accounts;

determine a first voice biometric confidence score based on the first voice sample;

evaluate the first voice biometric confidence score in combination with one or more other factors to identify a first attempt to access a first account without authorization, the first account being maintained by the financial institution, wherein evaluating the first voice biometric confidence score in combination with the one or more other factors comprises assigning a weight to the first voice biometric confidence score and assigning one or more additional weights to the one or more other factors;

determine that the first voice sample is associated with an actual attempt to access the first account without authorization based on evaluating the first voice biometric confidence score in combination with the one or more other factors;

based on determining that the first voice sample is associated with the actual attempt to access the first account without authorization, lock the first account to prevent one or more transactions from being performed on the first account until the first account is unlocked by at least one legitimate user of the first account;

receive a second voice sample associated with a second channel, the second voice sample being different from the first voice sample, and the second channel being different from the first channel, wherein the second channel is a second product channel of the financial institution;

determine a second voice biometric confidence score based on the second voice sample;

evaluate the second voice biometric confidence score in combination with the one or more other factors to identify a second attempt to access a second account without authorization, the second account being maintained by the financial institution; and

dynamically adjust one or more of the weights based on call metrics.

20. The one or more non-transitory computer-readable media of claim 19, having additional computer-executable instructions stored thereon that, when executed by the computer system, cause the computer system to:

based on determining that the first voice sample is associated with the actual attempt to access the first account without authorization, analyze the first voice sample and store analysis results in a database of suspicious voiceprints.

21. The one or more non-transitory computer-readable media of claim 19, wherein locking the first account to prevent the one or more transactions from being performed on the first account comprises locking the mobile banking application executed on the mobile device until the first account is unlocked by the at least one legitimate user of the first account.