Identity Authentication and Fraud Detection (IAFD)

Identity Authentication and Fraud Detection (IAFD) enables you to authenticate customers, verify employees, and detect persons of interest speaking on Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface..

Voice biometrics

Identity Authentication and Fraud Detection utilizes voice biometrics. Voice biometrics uses the acoustic features of speech that have been found to differ between individuals and which create a recognizable pattern. Anatomy, such as the size and shape of the throat and mouth, determines the acoustic patterns produced.

Two key processes define the usage of Identity Authentication and Fraud Detection:

• Enrollment: Enrollment is the process of creating a biometric voiceprint File containing a mathematical summary of the vocal patterns of a person’s voice used in the IAFD product to assist with identity verification and detection. model that is unique to each individual. Important points to understand about enrollment Process in the IAFD product where an employee, customer, or target is registered and the system is then able to assist with identity verification and watch list detection when that speaker is on a call. are:

  • Enrollment must occur before voice biometric analysis can occur.

  • The voiceprint model is a digital file. The generated file is a mathematical computation based on the speech of a person.

  • After a person is enrolled, the voiceprint model is said to be trained.

• Comparison: After voiceprint models have been created, the system compares the model to voice audio signals. The results enable you to determine how closely the voice biometric properties of a person speaking match the voiceprint model.

Metadata Detection

Metadata Detection detects the presence of a particular metadata attribute value in the metadata of a recorded interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element..

Two key processes define the usage of Metadata Detection:

• Metadata definition: Metadata Detection requires configuration of the metadata attributes and values you want to detect on interactions. Define the metadata attribute type and value. Creation of the metadata definition must occur before detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call. can occur.

• Watch lists: After creating metadata definitions, you organize them into watch list List that contains one of more voiceprints of people who are of particular interest to an enterprise.s, which are used for detection. When the system detects that a metadata attribute value is present, the system takes an action.

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