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Proof of Concept

Voice Verify Proof of Concept Structure

To successfully deploy and test the Phonexia Voice Verify product, the following steps need to take place. There are several areas where focus needs to be placed during the PoC.

  1. Process change
  2. Evaluation, calibration
  3. Technical integration
  4. Delivery of the solution to customers
  5. Evaluation of PoC results

These steps are designed to take place in the order defined below. Note that the time frame is indicative.


Processes: Analysis and Change

As Phonexia Voice Verify brings about changes to the authentication processes at a call center, the current authentication processes need to be analyzed in comparison to the desired processes.

Questions:

  • Authentication process analysis
    • What is the current authentication process?
    • How will the authentication process change with the use of Phonexia Voice Verify?
    • Will voice biometrics replace OR extend any current authentication steps?
  • The authentication flow needs to be modified to allow voice authentication
    • How will the enrollment be performed?
    • Will the enrollment process be opt in or opt out?
    • How will the agents have to change their behavior?
  • Customer Experience (CX)
    • How is CX measured?
    • How is Phonexia Voice Verify expected to impact upon CX?
  • Risk process
    • What is the current or estimated volume of fraud coming in via the call center?
    • Which criteria related to the security of client data and transactions do you expect to improve within the PoC?
  • PoC expectations
    • What are the PoC expectations and its success criteria – FAR/FRR?
    • What are the improvement indicators/metrics/thresholds – Target AHT, Customer SAT metrics during PoC
    • What should the ideal PoC outcome be?
    • How will inconclusive results be handled?

Proof of Concept acceptance criteria options

The list of possible acceptance criteria is as follows. These criteria are based on Phonexia’s experience of issues in call centers and are perceived as critical parameters from a business perspective.

  • AHT – Verification by Voice Verify is expected to shorten call duration
  • Verification time – to provide maximum CX, the verification part of the call shall be minimal and user friendly
  • First time resolution – measure the amount of calls that can be resolved the first time around thanks to voice biometry-based authentication. This is applicable only to call centers where a significant number of calls fail KBA-based or other types of verification.
  • FAR (False Acceptance Rate) – measure the FAR possible on client data – as a secondary authentication factor, voice biometrics can prevent a significant amount of fraud. This is applicable to high risk call centers only.

Action steps:

Note that each deployment may differ based on the complexity of internal processes and the current infrastructure. The time estimates given are Phonexia’s best estimates. Since work takes place on the client side, Phonexia cannot guarantee the time frame.

  • Define the voice verification process for call center agents, including the reliability level of voice (i.e., specify all factors to be used for verification and the position of Voice Verify among them)
  • Define and describe the enrollment process, including from a legal standpoint (GDPR-required consent) 
    (GDPR required consent)
  • Define agent behavior for each caller based on the results of Phonexia Voice Verify
  • Define the verification output display in the agent GUI
  • Prepare call scripts for agents to use for both enrollment and voice verification purposes
  • Find out/specify/choose CX metrics
  • Define the metrics for PoC evaluation and the frequency of PoC evaluation

Evaluation and Calibration

To set up Phonexia Voice Verify properly and achieve the best accuracy, basic calibration needs to be performed on client data. For this, the evaluation set has to be prepared and the calibration threshold chosen with regards to the desired FAR.

Evaluation

  • Gathering the evaluation set
  • Five days – the estimated time to be spent by the partner on this step
  • Client, based on Phonexia instructions (eight hours)
  • Evaluation of accuracy of client data, performed by Phonexia
  • One day – the estimated time to be spent by the partner on this step
  • Phonexia, with client cooperation (eight hours)

Calibration

  • Calibration performed by Phonexia based on data prepared by the client, expected FAR and evaluation results
  • Two days – the estimated time to be spent by the partner on this step
  • Phonexia with client cooperation (eight hours)

Technical Standpoint

Phonexia Voice Verify deployment 

  • Prepare the machine for Phonexia Voice Verify installation with the VMware tool
  • Two days – the estimated time to be spent by the partner on this step
  • Client, based on Phonexia instructions (four hours)
  • Install and configure Phonexia Voice Verify
  • Two days, done by Phonexia via VPN access

PBX configuration 

  • Analyze the current infrastructure, including architectural drafts, and confirmation of the proposed implementation
  • Two days – the estimated time to be spent by the partner on this step
  • PBX administrator (either the client or vendor of the PBX) with Phonexia consultations (two hours)
  • Setting up PBX to provide an audio source for Phonexia Voice Verify
  • Three days – the estimated time to be spent by the partner on this step
  • PBX administrator, based on Phonexia instructions (two hours)

CRM/contact center software integration 

  • Understand the Voice Verify API, including sandbox tests
  • Two days – the estimated time to be spent by the partner on this step
  • Phonexia client consultation (two hours)
  • Develop the desired enrollment or verification status displaying the client’s proprietary CRM, including tests
  • Eight days – the estimated time to be spent by the partner on this step
  • Phonexia client consultations (four hours)

Going Live

After the processes have been set up and the technical implementation has been completed, the system can go live. Phonexia recommends an iterated deployment to users. After a few users have been successfully enrolled onto the system and the reliability, convenience, and security of Phonexia Voice Verify have been tested, then the user base using Phonexia Voice Verify can be extended.

  • Weekly iteration steps for the following weeks
  • Phonexia client consultations (16 hours)

PoC Evaluation

During the PoC and, predominantly, near its completion, the partner needs to evaluate whether the concept works within their environment.

  • One day per evaluation – the estimated time to be spent by the partner on this step
  • Phonexia client consultations (four hours)

All consultations hours mentioned above are part of the PoC.