Contact block: Check Voice ID - Amazon Connect

Contact block: Check Voice ID

Description

Note

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

The Check Voice ID block branches based on the results of the voice analysis and the status returned by Voice ID:

  • Enrollment status:

    • Enrolled: The caller is enrolled in voice authentication.

    • 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.

    You are not charged for checking enrollment status.

  • Voice authentication status:

    • 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 authentication.

    • 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.

    You are not charged if the result is Inconclusive, Not enrolled or Opted out.

  • Fraud detection status:

    • High risk: The risk score meets or exceeds the set threshold.

    • Low risk: The risk score did not meet the set threshold.

    • Inconclusive: Unable to analyze a caller's voice for detection of fraudsters in a watchlist.

    You are not charged if the result is Inconclusive.

Note

For Enrollment status and Voice authentication, the Customer ID system attribute needs to be set in Set contact attributes block because they are acting on a specific customer. You don't need to do this for Fraud detection because it's not acting on a specific customer but rather detecting whether the incoming caller matches a fraudster on your watchlist. This means it's possible for a customer to be successfully authenticated and still have high fraud risk.

Supported channels

The following table lists how this block routes a contact who is using the specified channel.

Channel Supported?

Voice

Yes

Chat

No - Error branch

Task

No - Error branch

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 that Set Voice ID returns.

The following image shows what this block looks like when it's configured to check for Enrollment status. Different status results are returned when it's configured for Voice authentication or Fraud detection.

Configuration tips

When you create a contact flow that uses this block, add these blocks in the following order:

  1. Set contact attributes block: For Enrollment status and Voice authentication, the Customer ID system attribute needs to be set in Set contact attributes block because it is acting on a specific customer.

  2. Check Voice ID block.

  3. Set Voice ID block.

Configured block

The following image shows what this block looks like when it's configured to check for:

  1. Enrollment status

  2. Voice authentication

  3. Fraud detection

More information

See the following topic for more information about this block: