Configuring fields for voice biometrics

Configure fields in Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework. to identify a customer or an employee uniquely.

Fields enable the system, using Identification Rules, to match 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. metadata to the field values you configure for each customer or employee. The matched result is used to locate 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. models for verification Feature in voice biometrics where the speaker’s voice is compared to a collection of employee or customer voiceprints that should match the call. If a match occurs, the speaker is said to be verified. and to enhance/create voiceprint models during automatic 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..

Fields configuration after upgrading in Multi-tenant Software as a Service (MT SaaS) environments

If you have upgraded from a release earlier than V15.2 2021R1 to V15.2 2021R1 (or later), the Tenant Administrator must reconfigure all customer fields

Fields for customers

You assign the actual field values for each customer when you create a new person in Risk Management.

For Multi-tenant Software as a Service (MT SaaS) environments: After upgrading from a release earlier than V15.2 2021R1 to V15.2 2021R1 (or later), the Tenant Administrator must reconfigure all customer fields. Fields previously created in an earlier release are not visible and no longer function for IAFD.

Fields for employees

Fields for employees work in a similar manner to fields for customers. However, the system always uses the employee ID (referred to in the Identification Rules user interface as the Employee Name) to identify each employee uniquely.

The Employee Name field, and its corresponding employee ID value, must be selected from the organizational hierarchy Hierarchy set up by administrators (via the EM) that is structured according to the managerial and employee hierarchy in the company..

The organizational hierarchy, and the employee ID, cannot be changed using Risk Management.
After you select an employee from the hierarchy, you can configure the name displayed throughout Risk Management to represent the employee.

Fields for targets

Target 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. is based solely upon the analysis of audio using the voiceprint models of targets.