US 2021/0264922 A1 · GRAPH-BASED APPROACH FOR VOICE AUTHENTICATION

Abstract

Methods for voice authentication include receiving a plurality of mono telephonic interactions between customers and agents; creating a mapping of the plurality of mono telephonic interactions that illustrates which agent interacted with which customer in each of the interactions; determining how many agents each customer interacted with; identifying one or more customers an agent has interacted with that have the fewest interactions with other agents; and selecting a predetermined number of interactions of the agent with each of the identified customers. In some embodiments, the methods further include creating a voice print from first and second speaker components of each interaction; comparing the voice prints of a first selected interaction to the voice prints from a second selected interaction; calculating a similarity score between the voice prints; aggregating scores; and identifying the voice prints that are associated with the agent.

Claims20

Dependent claims

A voice biometric authentication system comprising:

a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform operations which comprise:
(i) receiving a plurality of mono telephonic interactions between customers and agents;
(ii) determining how many agents each customer interacted with;
(iii) identifying one or more customers an agent has interacted with that have the fewest interactions with other agents;
(iv) selecting a predetermined number of interactions of the agent with each of the identified customers;
and
(v) processing the selected predetermined number of interactions of the agent with each of the identified customers into voice prints.

4 more elements

A method, which comprises:

(i) receiving a plurality of mono telephonic interactions between customers and agents;
(ii) determining how many agents each customer interacted with;
(iii) identifying one or more customers an agent has interacted with that have the fewest interactions with other agents;
(iv) selecting a predetermined number of interactions of the agent with each of the identified customers;
and
(v) processing the selected predetermined number of interactions of the agent with each of the identified customers into voice prints.

3 more elements

A non-transitory computer-readable medium having stored thereon computer-readable instructions executable by a processor to perform operations which comprise:

(i) receiving a plurality of mono telephonic interactions between customers and agents;
(ii) determining how many agents each customer interacted with;
(iii) identifying one or more customers an agent has interacted with that have the fewest interactions with other agents;
(iv) selecting a predetermined number of interactions of the agent with each of the identified customers;
and
(v) processing the selected predetermined number of interactions of the agent with each of the identified customers into voice prints.

3 more elements

Dependencies are inferred from the claim text.

Graph-based approach for voice authentication

Life of this patent

Graph-based approach for voice authentication

Life of this patent

Abstract

Claims20