Contact block: Check security status - Amazon Connect

Contact block: Check security status

Description

  • The Set security behavior needs to be set in the contact flow before this one. It sends audio to Amazon Connect Voice ID to verify the customer's identity, and returns a status.

  • The Check security status block branches based on one of the following statuses returned by Voice ID:

    • Authenticated: The caller's identity has been verified. That is, the authentication score is greater than or equal to the threshold (default threshold of 90 or your custom threshold).

    • Not authenticated: The authentication score is lower than threshold that you configured.

    • Inconclusive: Unable to analyze a caller's speech for authentication. This is usually because Voice ID did not get the required 10 seconds to provide a result for verification.

    • Not enrolled: The caller has not yet been enrolled in voice authentication. When this status is returned, for example, you may want to directly route the call to an agent for enrollment.

    • Opted out: The caller has opted out of voice authentication.

Contact flow types

You can use this block in the following contact flow types:

  • Inbound contact flow

  • Customer queue flow

  • Customer whisper flow

  • Outbound whisper flow

  • Agent whisper flow

  • Transfer to Agent flow

  • Transfer to Queue flow

Properties

This block doesn't have any properties that you set. Rather, it creates branches for you to route contacts based on the result of the authentication threshold and voiceprint evaluation.

Configured block

When this block is configured, it looks similar to the following image:

More information

See the following topic for more information about this block: