Contact block: Set Voice ID - Amazon Connect

Contact block: Set Voice ID

Description

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

Start streaming audio for Voice ID

When this option is selected, Amazon Connect begins streaming audio from the customer's channel to Voice ID.

You can add this block several places in a contact flow, but after Start streaming audio is selected, it cannot be disabled, even if later in the flow there are other Set Voice ID blocks that do not have it enabled.

Voice authentication

Authentication threshold: When Voice ID compares the voiceprint of the caller to the enrolled voiceprint of the claimed identity, it generates an authentication score between 0-100. This score indicates the confidence of a match. You can configure a threshold for the score which indicates whether the caller is authenticated. The default threshold of 90 provides high security for most cases.

  • If the authentication score is below the configured threshold, Voice ID treats the call as not authenticated.

  • If the authentication score is above the configured threshold, Voice ID treats the call as authenticated.

For example, if the person is sick and calling from a mobile device in their car, the authentication score is going to be slightly lower than when the person is well and calling from a quiet room. If an imposter is calling, the authentication score is much lower.

Authentication response time

You can set the authentication response time between 5 and 10 seconds, which determines how quickly you want Voice ID authentication analysis to complete. Lowering it makes the response time faster at the tradeoff of lower accuracy. When you're using self-service IVR options where callers do not talk a lot, you may want to reduce this time. You can then increase the time if the call needs to be transferred to an agent.

Use attributes to set the authentication threshold dynamically. For example, you may want to raise the threshold based on the membership level of the customer, or the type of transaction or information they are calling about.

Fraud detection

The threshold you set for fraud detection is used to measure risk. Scores higher than the threshold are reported as higher risk. Scores lower than the threshold are reported as lower risk. Raising the threshold lowers false positive rates (makes result more certain), but raises false negative rates

Use attributes to set the fraud threshold dynamically. For example, you may want to lower the threshold for high wealth customers, or the type of transaction or information they are calling about.

Configuration tips

  • For the Authentication threshold, we recommend that you start with the default of 90 and adjust until you find a good balance for your business.

    Every time you increase the value of the Authentication threshold beyond the default of 90, there's a tradeoff:

    • The higher the threshold, the greater the false reject rate (FRR), that is, the likelihood that an agent will need to verify the customer's identity.

      For example, if you set it too high, such as greater than 95, agents will need to verify every customer's identity.

    • The lower the threshold, the greater the false acceptance rate (FAR), that is, the likelihood that Voice ID will incorrectly accept an access attempt by an unauthorized caller.

  • When Voice ID verifies that the voice belongs to the enrolled customer, it returns a status of Authenticated. Add a Check Voice ID block to you flow branch based on the returned status.

  • For the Fraud threshold, we recommend that you start with the default of 20 and adjust until you find a good balance for your business.

    If the caller's score is above the threshold, it indicates there's a higher risk for fraud in that call.

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: