Authenticate customers via their unique biometric voice-print, in the background as they speak freely with the Virtual Agent.
Passive IVR-side Voice Biometrics
Customers speak freely in a natural language conversation with DiaManT® while deepVB® uses biometric voice-print features to authenticate customers in the background as they speak
Caller Authenticates Inside IVR
No Need for a Special Passphrase
No Need for Active Authentication
Integrates Voice Biometrics + Security Questions
DiaManT® NLU applications mix traditional security questions into the Conversational Voice User Interface design of the Virtual Agent.
deepVB® allows customers to skip answering traditional security questions if there is a sufficient confidence score of the Voiceprint match
How deepVB® Works
User authentication is performed in real-time in the background via the scoring of the speakers voice-print match, from first dialog step, and during every step until hang-up.
Upon a user starting a call with DiaManT®…
- deepASR® samples the speaker’s voice, and if there is enough audio sample, computes the speaker’s voiceprint in real time
- DiaManT® compares the speaker’s current voiceprint with the verified voiceprint stored in the database
- The comparison produces a verification result in the form of a “bioSV Confidence Score”
- bioSV Confidence Score is used by DiaManT® to drive the conversation with the customer according to the business logic; deliver self-service, transfer to live agent, or ask additional traditional security questions
Business Reduces Agent Costs!
- Maximize Pre-Authenticated Users inside the IVR before live agent transfer
- Minimize Live-Agent-Talk-Time for User Authentication
- Built into the deepASR® engine — No separate infrastructure needed
- Tracking and Alerts of known Fraudsters with Blacklists
- Always up-to-date by using new authenticated customer audios to update existing voiceprints
- Customized authentication business logic for different scenarios
- Complete transparency means business administrators can view the BioSV Confidence level in real time via the OmDRTviewer®
Customers Get serviced faster!
- Easier Customer Experience with no traditional security questions — Just get serviced
- Streamlined and seamless authentication process
- No need to remember a passphrase
- No need to say same information every time