CheckVoiceId

Checks the enrollment status, voice authentication or fraud detection results of the voice analysis returned by Voice ID.

Parameter object

{
 "CheckVoiceIdOption": "enrollmentStatus"
}            

{
 "CheckVoiceIdOption": "voiceAuthentication"
}            

{
 "CheckVoiceIdOption": "fraudDetection"
}            

Execution results and conditions

The checkVoiceId action returns results of the voice analysis and the status returned by Voice ID. The following is returned when CheckVoiceIdOption input is set as:

• enrollmentStatus:

  • 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.

• voiceAuthentication:

  • 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.

• fraudDetection:

  • 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.

Errors

• NoMatchingError if no condition matches.

Restrictions

Only supported for voice channel. If used with the chat or task channels, the action takes the Error branch.

Corresponding block in the UI

Check Voice ID