Customer automatic enrollment cooling-off period

When configured (use is optional), after a Recorder Analytics Rule has reached the minimum number of interactions required to train a customer voiceprint model, the model is not used for customer verification until the period elapses.

Use the cooling-off period to work with the customer to:

• Review the voiceprint model before the system uses it.

• Approve or disapprove the use of the voiceprint model.

• Supply more recorded voice for voiceprint model refinement.

• Eliminate interactions not representative of the voice of the customer.

• Opt in or opt out the customer from voice biometrics.

When the customer cooling-off period does not apply

• Employees and targets: The customer cooling-off period is not used for employee or target voiceprint models.

• Manual enrollments: The customer cooling-off period is not used for manual enrollment. Only automatic enrollment of customers uses the cooling-off period.

Automatic enrollments manually updated 

A customer voiceprint model created through automatic enrollment but then updated manually continues to use the cooling-off period. To reset the cooling-off period manually using Risk Management, opt out the customer and then opt in the customer.

Identifying customer voiceprint models during the cooling-off period

Use Risk Management to identify customer voiceprint models that are fully enrolled but not yet in use due to the customer cooling-off period. In Risk Management, under Configure select Customers. Select a customer, and then switch to the Voiceprint Model tab. The tab shows the Training Status for the customer.

Customer verification notifications

Recorder Analytics Rules performing customer verification can perform actions based on the verification result. Actions include sending email notifications or submitting the analysis results to an external URL.

Related information 

Voice Enrollment Engine role settings (Enterprise Manager Configuration and Administration Guide)