Biometrid Voice Biometrics

A brief description of using and integrating Biometrid’s Voice Recognition solution to VCC Live.

Table of Contents

• What is Biometrid Biometrics Voice Recognition?
• How does the Voice Recognition process look like?
• Biometrid integration in VCC Live – Example
• The Three Polygon (Biometrid) IVR Processes
  • I. Create Polygon User
  • II. Enroll Polygon User
  • III. Verify Polygon User

What is Biometrid Biometrics Voice Recognition?

Biometrid is a Portuguese technology company specialized in the development of multimodal biometrics for cross-platform and cross-device usage (web, mobile, call centre, physical).

One of their solutions is an advanced voice recognition technology, that can identify a caller’s identity within seconds, based merely on vocal aspects, regardless of language. This technology can therefore detect fraud attempts, improve call center performance and secure a seamless user experience.

How does the Voice Recognition process look like?

Here are some step-by-step processes possible outcomes of this process:

Case #1 – The incoming phone number is not recognized by the system

1. VCC Live detects an incoming call
2. The system evaluates the telephone number. The number is not recognized.
3. An automated message informs the customer about the voice recognition process, and asks the customer to take part in the voice recognition verification.
4. The customer agrees to take part by pressing the applicable IVR button.
5. The system asks the customer to provide a voice recording sample.
6. The customer says their name.
7. The system replies with “Successful authentication”
8. The system connects the customer to an agent.

Case #2 – The incoming phone number is recognized, enrolled in VR and the authentication is successful.

1. VCC Live detects an incoming call
2. The system evaluates the telephone number. The number is recognized.
3. The customer is asked to provide their voice sample for verification.
4. The customer says their name.
5. The system replies with “Successful authentication”
6. The system connects the customer to an agent.

Note: If the phone number is not enrolled in VR, then in the above process, after step 2 it then goes to step 3 of Case #1.

Case #3 – The incoming phone number is recognized, enrolled in VR but the authentication is not successful.

1. VCC Live detects an incoming call
2. The system evaluates the telephone number. The number is recognized.
3. The customer is asked to provide their voice sample for verification.
4. The customer says their name.
5. The system evaluates the voice sample, does not recognize the sample.
6. The system registers the event as a failed attempt.
7. The system connects the customer to an agent for troubleshooting.

Biometrid integration in VCC Live – Example

To integrate Biometrid for your IVR structure, you would need to apply three different processes, that each has their own IVR events you can insert.

To illustrate in the workflow of Biometrid, let’s take a look at an example:

1/ A customer calls your number, and enters your IVR.

2/ You need to detect, whether the customer’s number is already stored at Biometrid’s end.

2.1/ If it is not, then

• Create a new user in the Biometrid system
• Enroll the user in the Biometrid system.
• The system asks the customer to provide a voice sample
• The system sends the sample to Biometrid for enrollment, and later verification

2.2/ If it is, then

• The system asks the customer to provide a voice sample
• The system sends the sample to Biometrid for verification

3/ Based on the result of the verification, the user is then either transferred further in the IVR structure, or connected to an agent for troubleshooting.

As the example shows, (check the words in bold) the three types of Biometrid IVR events are:

• creating a user,
• enrolling a user and
• verifying the user

Based on the incoming phone number, the first two needs to be performed if the phone number is not yet present at Biometrid’s end. But if it is already added to their database, then only the verification process needs to performed.

The Three Polygon (Biometrid) IVR Processes

An overlook of the three main Polygon (Biometrid) IVR processes, their specific parameters and their functions.

I. Create Polygon User

This is used for creating a new user in Polygon (Biometrid)’s system. The following parameters need to be defined:

User ID variable name: The unique ID that supports identification and helps creating a link between Polygon (Biometrid)and VCC Live. It is mandatory to define the User ID variable name for the Polygon process. For example: this can be the phone number of the incoming call (by entering $source).

Polygon URL: This is the URL that Polygon (Biometrid) provides for using their API system. If it starts with a dollar sign ($), then the system takes it as a variable name, that can be set in the eg. IVR’s Set variable process.

Polygon BiometrID key and password: These are provided by Polygon (Biometrid) when a contract is concluded. It is used for identifying the user that is using Polygon solutions. If it starts with a dollar sign ($), then the system takes it as a variable name, that can be set in the eg. IVR’s Set variable process.

Response variable name: The entire response object is stored in this variable. It is saved in JSON format. It can be sent via IVR webhook for further processing. Please note that the first character here needs to be a dollar sign ($).

Error variable name: It includes various kinds of messages if the Polygon user creation process fails, either at VCC or Polygon (Biometrid) side. Please note that the first character here needs to be a dollar sign ($).

Polygon ID variable name: In case of successful registration, Polygon (Biometrid) provides a Polygon ID that is inserted here. This is then used in the next Polygon IVR processes (see below). Please note that the first character here needs to be a dollar sign ($).

II. Enroll Polygon User

This is used for sending pieces of text to Polygon (Biometrid)’s system, that are read aloud by our customers. In other words, this is the part where Polygon (Biometrid) learns, how our customers are going to identify themselves. The system may ask customers to provide voice samples more than once. The following parameters need to be defined:

Audio recording maximum duration (sec): The maximized time duration of the customer providing their voice sample. Once the time duration entered here ends, VCC Live stops the recording and sends the audio file to Polygon (Biometrid).

Verification timeout (sec): The value entered here stands for a time duration. After the customer sends their audio input, Polygon starts to process it. If there is no response from Polygon (Biometrid) within the time duration provided here, VCC Live closes the session with a “Timeout” error message.

DTMF for manual stop: Here you can define a DTMF button used by your customers. This button can be used to manually end the voice sample providing phase by your customers, moving the process to the next phase, that is sample verification by Polygon (Biometrid).

Polygon ID: This is the ID that Polygon sends us, described in the previous process “Create Polygon User”.

Polygon URL: This is the URL that Polygon (Biometrid) provides for using their API system.

Polygon BiometrID key and password: These are provided by Polygon (Biometrid) when a contract is concluded. It is used for identifying the user that is using Polygon (Biometrid) solutions.

Error variable name: It includes various kinds of messages if the Polygon (Biometrid) user creation process fails, either at VCC or Polygon (Biometrid) side. Please note that the first character here needs to be a dollar sign ($).

Polygon ID variable name: In case of successful registration, Polygon (Biometrid) provides a Polygon ID that is inserted here. This is then used in the next Polygon IVR processes (see below). Please note that the first character here needs to be a dollar sign ($).

Repeat variable name: It includes the information for the number of attempts the customer provided their voice sample.

III. Verify Polygon User

At this point, the user is already created and enrolled in Polygon (Biometrid). This process is therefore here to verify the incoming voice sample of the customer, and provide a response, whether or not does the voice sample’s characteristics match with the one stored in the database.

Audio recording maximum duration (sec): The maximized time duration of the customer providing their voice sample. Once the time duration entered here ends, VCC Live stops the recording and sends the audio file to Polygon (Biometrid).

Verification timeout (sec): The value entered here stands for a time duration. After the customer sends their audio input, Polygon (Biometrid) starts to process it. If there is no response from Polygon (Biometrid) within the time duration provided here, VCC Live closes the session with a “Timeout” error message.

DTMF for manual stop: Here you can define a DTMF button used by your customers. This button can be used to manually end the voice sample providing phase by your customers, moving the process to the next phase, that is sample verification by Polygon (Biometrid).

Polygon ID: This is the ID that Polygon (Biometrid) sends us, described in the previous process “Create Polygon User”.

Polygon URL: This is the URL that Polygon (Biometrid) provides for using their API system.

Polygon BiometrID key and password: These are provided by Polygon (Biometrid) when a contract is concluded. It is used for identifying the user that is using Polygon (Biometrid) solutions.

Response variable name: The entire response object is stored in this variable. It is saved in JSON format. It can be sent via IVR webhook for further processing. Please note that the first character here needs to be a dollar sign ($).

Result variable name: It states whether the verification process was successful or not. It provides a true value if everything is correct. It provides a false or null value if there is something wrong. Please note that the first character here needs to be a dollar sign ($).

Message variable name: If the verification process was unsuccessful, then any related message regarding the process appears here. Please note that the first character here needs to be a dollar sign ($).