Patent ID: 11868453
Assignee: VERINT AMERICAS INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 10:
11. A method for authenticating and identifying customers comprising:
receiving a call, wherein the call is associated with a customer of a plurality of customers;
retrieving a customer profile associated with the customer;
determining an audio-of-interest associated with the customer based on the customer profile, wherein each customer is associated with a different audio-of-interest;
identifying where the audio-of-interest is spoken by the customer in the received call based at least on (a) a customer workflow associated with the call, and (b) data being displayed on an agent computing device associated with the call;
storing a pointer to the audio-of-interest with a recording of the received call;
retrieving the audio-of-interest from the received call using the stored pointer;
retrieving a plurality of voiceprints associated with the customer;
identifying one or more behavioral characteristics associated with the plurality of voiceprints that relate to how the customer utters the audio-of-interest including at least one of a specific grouping of or numbers terms and a specific ordering of terms or numbers when providing requested identifying information;
based on the one or more behavioral characteristics, determining if the customer is authenticated;
if it is determined that the customer is authenticated, transmitting a message that the customer is authenticated;
enhancing the one or more voiceprints to include the audio-of-interest as an active voiceprint; and
storing the enhanced one or more voiceprints for authenticating the customer during a subsequent call.