公开(公告)号：US20210264922A1

公开(公告)日：2021-08-26

申请号：US17314176

申请日：2021-05-07

Applicant: NICE LTD.

Inventor： Alon Menahem SHOA ,  Roman FRENKEL ,  Tamir CASPI

IPC: G10L17/00 ,  G10L17/06

Abstract: Methods for voice authentication include receiving a plurality of mono telephonic interactions between customers and agents; creating a mapping of the plurality of mono telephonic interactions that illustrates which agent interacted with which customer in each of the interactions; determining how many agents each customer interacted with; identifying one or more customers an agent has interacted with that have the fewest interactions with other agents; and selecting a predetermined number of interactions of the agent with each of the identified customers. In some embodiments, the methods further include creating a voice print from first and second speaker components of each interaction; comparing the voice prints of a first selected interaction to the voice prints from a second selected interaction; calculating a similarity score between the voice prints; aggregating scores; and identifying the voice prints that are associated with the agent.