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US 11,451,658 B1Granted
Systems and methods for proactive fraudster exposure in a customer service channel
AssigneeNice Ltd.
InventorsRoman Frenkel, Gal Wolbe, Ofir Lavi
Life of this patent
Estimating the term…
Abstract
Methods for improved fraudster detection in a call center. A subset of a plurality of voiceprints from a plurality of interactions between callers and agents at a call center can be used as the basis for fraudster detection. A plurality of connected components that represents one or more voiceprints can be determined based on the subset of the plurality of voiceprints.
Claims18
A computerized method for improved fraudster detection in a call center, the method comprising:
- receiving, via a computing device, a plurality of voiceprints from a plurality of interactions between callers and agents at the call center;
- determining, via the computer, a subset of the plurality of voiceprints;
- determining, via the computer, for each of the plurality of voiceprints, a kth order moment score based on the subset of the plurality of voiceprints;
- sorting, via the computer, the plurality of voiceprints by their corresponding kth order moment score to obtain a sorted list of voiceprints;
- determining, via the computer, for each of the sorted plurality of voiceprints that are nearby in the sorted list, a clustered voiceprint pair for each pair of nearby voiceprints having a difference between their corresponding kth order moment score within a predetermined tolerance and adding the respective clustered voiceprint pair to a clustered voiceprint pair list;
- performing, by the computing device, a first search on the clustered voiceprint pair list to obtain a plurality of connected component voiceprints;
- determining, by the computing device, for each of the plurality of connected component voiceprints substantially in parallel, additional voiceprints that are filtered from the respective connected component voiceprint;
- and
- performing, by the computing device, a second search on the clustered voiceprint pair list to obtain a final plurality of connected component voiceprints, wherein each of the final plurality of connected components is an output that represents one or more voiceprints for use in fraud detection.
6 more elements
A non-transitory computer program product comprising instructions which, when the program is executed cause the computer to:
- receive a plurality of voiceprints from a plurality of interactions between callers and agents at the call center;
- determine a subset of the plurality of voiceprints;
- determine for each of the plurality of voiceprints, a kth order moment score based on the subset of the plurality of voiceprints;
- sort the plurality of voiceprints by their corresponding kth order moment score to obtain a sorted list of voiceprints;
- determine for each of the sorted plurality of voiceprints that are nearby in the sorted list, a clustered voiceprint pair for each pair of nearby voiceprints having a difference between their corresponding kth order moment score within a predetermined tolerance and adding the respective clustered voiceprint pair to a clustered voiceprint pair list;
- perform a first search on the clustered voiceprint pair list to obtain a plurality of connected component voiceprints;
- determine for each of the plurality of connected component voiceprints substantially in parallel, additional voiceprints that are filtered from the respective connected component voiceprint;
- and
- perform a second search on the clustered voiceprint pair list to obtain a final plurality of connected component voiceprints, wherein each of the final plurality of connected components is an output that represents one or more voiceprints for use in fraud detection.
6 more elements
Dependencies are inferred from the claim text.