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公开(公告)号：US20210141879A1
公开(公告)日：2021-05-13
申请号：US16676690
申请日：2019-11-07
Applicant: Verint Americas Inc.
Inventor： Marc Adam Calahan , Timothy Andrew Furnell , Jamie Richard Williams
Abstract: In one embodiment, certain words or phrases spoken by customers during calls to a call center are used to identify or authenticate the user. Words or phrases such as a customer's name, or an account number or telephone number, are selected for a customer. Recordings of the selected words or phrases spoken by the customer during previous calls are used to generate voiceprints that are stored and associated with the customer. Later, when the customer calls the call center, instances of the customer speaking the selected words are extracted from the call (referred to herein as “audio-of-interest”) and are compared against the voiceprints stored for the customer. If the voiceprints match the audio-of-interest the customer is authenticated.
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公开(公告)号：US11868453B2
公开(公告)日：2024-01-09
申请号：US16676690
申请日：2019-11-07
Applicant: Verint Americas Inc.
Inventor： Marc Adam Calahan , Timothy Andrew Furnell , Jamie Richard Williams
CPC classification number: G06F21/32 , G10L17/00 , G10L17/14 , H04M3/42068
Abstract: In one embodiment, certain words or phrases spoken by customers during calls to a call center are used to identify or authenticate the user. Words or phrases such as a customer's name, or an account number or telephone number, are selected for a customer. Recordings of the selected words or phrases spoken by the customer during previous calls are used to generate voiceprints that are stored and associated with the customer. Later, when the customer calls the call center, instances of the customer speaking the selected words are extracted from the call (referred to herein as “audio-of-interest”) and are compared against the voiceprints stored for the customer. If the voiceprints match the audio-of-interest the customer is authenticated.
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