Set Up CXone Mpower Voice Biometrics for IVRs and Virtual Agents

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.

CXone Mpower Voice Biometrics is the native voice biometric authentication solution for the CXone Mpower platform. The steps on this page are required for all voice biometrics integrations that use Voice Biometrics for IVRsClosed Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. and all supported virtual agentsClosed A software application that handles customer interactions in place of a live human agent. except CXone Mpower Autopilot. Voice biometric authentication is set up in a different way for Autopilot.

If you use an Omilia (DEVone) or Autopilot voice virtual agent, the information on this page does not apply. You can add voice biometric authentication by enabling a miniapp in the Omilia or Autopilot management console. Talk to your Account Representative for more information.

Add a Voice Biometrics Profile in Voice Biometrics Hub

You need to add a profile app to Voice Biometrics Hub . This establishes a connection between CXone Mpower and the voice biometrics service. You can test this connection after adding the profile app.

  1. Click Add Voice Biometric App.

  2. Enter a Voice Biometrics Hub Config Name and click CXone Mpower Voice Biometrics in the list of providers.

  3. Click Next.

  4. Complete the Configuration page using the information in the following drop-down.

    Field Details
    Integration Version

    Select the version of Voice Biometrics Hub that you want to use. Currently, version 1.0.0 is the only available version.
    Base URL

    Enter the base URL for your instance of Voice Biometrics. This is provided by the CXone Mpower team during implementation.

    The CXone Mpower ACD connects to Voice Biometrics via this WebSocket URL. CXone Mpower sends the audio of the customer's voice over the WebSocket so Voice Biometrics can access it.

    VB Profile

    Enter the ID of the Voice Biometrics voice biometrics profile you want to use. This is provided by the CXone Mpower team during implementation.

    This field is case-sensitive.

    API Bearer Token

    Enter the API bearer token that's used to authenticate communication with Voice Biometrics. This is provided by the CXone Mpower team during implementation.

    Participants

    Voice Biometrics only verifies contact voices. The only option that's available for this setting is Patron Only and it cannot be changed.
    Integration Type

    Indicates the type of voice biometric integration you're setting up. Select IVR for an integration with an IVR or virtual agents. The AgentLeg option is for an integration for live agents.
  5. Click Create.

Add Voice Biometrics to Your Studio Scripts

The script for using voice biometric authentication with IVRsClosed Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. and virtual agentsClosed A software application that handles customer interactions in place of a live human agent. must include the voice biometric Studio actions:

  • GET VOICE BIO STATUS : This action sends the customer ID and checks your voice biometric provider to see if the contact is enrolled, not enrolled, or opted out.
  • VOICE BIO ENROLLMENT : This action sends the customer ID and begins sending the contact audio to the voice biometric provider during the enrollment process.
  • VOICE BIO AUTHENTICATION : This action the customer ID and starts sending the contact audio to the voice biometric provider to authenticate the contact. Contacts must have been previously enrolled with the voice biometric provider.
  • GET VOICE BIO RESULTS : This action receives the response from the voice biometric provider after an attempt at authenticating the contact against the enrolled voiceprint, or during the process of enrolling a new contact.

Depending on your use case, you also need one of the following: 

  • One or more Voicebot Exchange Studio actions. This is required only for virtual agent scripts.
  • The actions to set up an IVR. This is required if you're using an IVR to complete the voice biometric authentication. If a virtual agent is handling the voice biometric authentication, your script may include an IVR as well, but it's not required. A simple IVR script is described in the Develop a Basic Script Studio tutorial.

Example Script for IVR

Use this example as a foundation to create your script to use Voice Biometrics. You can download a ZIP file that contains an XML version of the script that you can import into Desktop Studio and a JSON version that you can import into Studio.

The following image shows the example script for Studio.

Image of an example script that has an IVR menu handle voice biometric authentication and enrollment.

You can see an image of the script in Desktop Studio in the following drop-down.

Image of a script that has an IVR menu handle the voice biometric authentication and enrollment.

The example script shows the essential flow required to have an IVR handle the voice biometric authentication. This flow shows the IVR enrolling new contactsClosed The person interacting with an agent, IVR, or bot in your contact center. and authenticating previously-enrolled contacts.

Assign the Voice Biometrics Profile to an Action

  1. In Studio, open the script you want to use.

  2. Ensure that your script includes all four voice biometrics actions and add them if necessary. The actions are:

    • GET VOICE BIO STATUS action
    • VOICE BIO ENROLLMENT action
    • VOICE BIO AUTHENTICATION action
    • GET VOICE BIO RESULTS action

  3. If you use Desktop Studio, double-click any of the Voice Biometrics Hub actions to open Voice Biometrics Hub.

  4. If you use Studio, select any of the Voice Biometrics Hub actions and click Open Editor in the action properties to open Voice Biometrics Hub.

  5. In the left column, click the checkmark Icon of a checkmark inside a circle. next to the profile you want to assign to this action.

    An alternative to using the checkmark is to create a variable in your Studio script. Use the variable to pass the voice biometric profile name into the VoiceBioProfileId property of each Voice Biometrics Hub action. This ensures that all Voice Biometrics Hub actions in your script always use the same voice biometrics profile.

  6. Click Yes to confirm your choice, then click Close.
  7. Repeat steps 3-5 for each voice biometric action in your script.

Test the Connection to Voice Biometrics

You can test the connection between CXone Mpower and Voice Biometrics. This allows you to verify that the Voice Biometrics Hub profile is correctly set up. You can also use it during troubleshooting. It can help you when your voice biometric provider and CXone Mpower aren't connecting.

When you run a test, Voice Biometrics Hub checks to see if the text you enter is a customer ID enrolled with the provider. You can use a real customer ID or random text. The test does not perform any authentication. It only checks for the enrollment status of the text you entered. The Test page displays the JSON response from the provider. If you see JSON, the connection is properly set up. 

{
"branchName": "Success",
"personID": "12345",
"result": {
  "enrollmentResult": null,
  "authDecisionResult": null,
  "personResult": "NotEnrolled",
  "optOutInfo": null,
  "optOutresult": null,
  "requestType": 2,
  "message": null
  }
}>

The test can fail due to incorrect credentials in the Voice Biometrics Hub profile or because the voice biometric provider's service is experiencing a problem. If the connection doesn't work for either reason, a toastClosed Small, temporary pop-up messages on the bottom of the screen indicating things like errors and successes. message appears in the lower right corner of the page indicating a failure.

  1. Click the app selector icon of app selector and select Other > Automation & AI and then click Voice Biometrics Hub.
  2. Select the Voice Biometrics Hub profile you want to test.
  3. Click Test on the top right of the profile page.

  4. On the Test page, enter a customer ID into the Type CustomerId field and press Enter. Voice Biometrics Hub sends the request to the voice biometric provider, then displays the results.