Patent ID: 9247056
Filing Date: 2016-01-26
CPC Classification: G10L,H04M

Claim Text:
1. A contact center comprising: the contact center configured to provide automated interactive communications with callers, providing queue management for callers waiting to communicate with live human agents, and providing skills based routing for assigning live human agents to callers; and a speech identification and verification (SIV) component configured to analyze speech utterances and configured to determine a speaker identity based upon biometric characteristics of the analyzed speech utterances, wherein said SIV component processes speech from contact center sessions that are each between a caller and a human agent to automatically identify the human agent of the contact center involved in each of the contact center sessions based on the biometric characteristics of the speech utterances of that human agent, wherein said SIV component determines whether the human agent that logged into the contact center with a user identifier uniquely assigned to the human agent is indeed the human agent involved in the contact center sessions.