When configuring minimum scores, keep in mind the following general guidelines:

• A minimum score set too high can return no results (Detection) or “Not Verified” results (Verification), even when the person is actually the customer, employee, or target for whom the voiceprint model was created (false negatives).

• A minimum score set too low can return "Detected" or “Verified” results, even when the voice is not from the person for whom the voiceprint model was created (false-positives).

• Plan for optimization trial runs to tune the performance of a rule. A recommended minimum score for every environment is impossible and the determination of what constitutes the minimum score is up to you when optimizing your system. The optimum minimum score depends on many factors, such as the telephony system used (for example, the compression used for recording), the quantity of expected audio for the person on analyzed interactions, and other environmental variables.

For a Detection-only rule, the objective is to identify a target on an interaction. Configure only one minimum score field: Minimum Score, found in the Voiceprint Detection section. The minimum score configured is used during Detection analysis.

Every Detection analysis performed by the rule returns one of the following results:

• Detected: Detection score exceeds the Minimum Score configured in the Voiceprint Detection section of the rule.

• Potential Detection: Detection score is greater than the Minimum Score for target detection configured for the Voice Biometrics Engine server role but below the Minimum Score configured in the Voiceprint Detection section of the rule.

• No result: Detection score is below the Minimum Score for target detection configured for the Voice Biometrics Engine server role. The interaction is not associated with any detection activity.

The minimum score for detection in the rule works with the Minimum score for potential target detection that is configured for the Voice Biometrics Engine server role. See the related topics section to learn more.

You want to identify targets on the interaction and verify customers or employees (more rule settings determine the scope of verification). When configuring a rule for Detection and Verification, configure minimum scores using the following fields:

• Minimum Score If Verified: Found in the Voiceprint Detection section.

• Minimum Score If Not Verified: Found in the Voiceprint Detection section.

• Minimum Score: Found in the Voiceprint Verification section.

  

Verification minimum score

The first minimum score field to consider is the Minimum Score found in the Voiceprint Verification section. If the system is able to use the interaction attributes to retrieve a voiceprint model for a customer or an employee, verification analysis initiates and uses the minimum Verification score configured.

Assuming sufficient audio is available, the interaction duration is sufficient, and all other criteria are satisfied for voice biometric analysis to initiate and conclude successfully, a rule returns one of the following results:

• Verified: Verification score equals or exceeds the Minimum Score configured in the Voiceprint Verification section of the rule.

• Not Verified: Verification score is less than the Minimum Score configured in the Voiceprint Verification section of the rule. (For this result to be returned, the interaction must also meet the minimum duration required for a not verified result, as configured in the rule.)

Additional analysis results are possible, such as No Attributes, No Voiceprint for Verification, and more. However, these results are outside the scope of a discussion of minimum scores.

Detection minimum scores

The result of the Verification analysis directly impacts how Detection proceeds. Since there are two possible results of Verification, configure two minimum scores for Detection:

• If Verified: The system uses Minimum Score If Verified as the threshold for making the Detection analysis. Usually, you can use a higher minimum score (relative to Minimum Score If Not Verified) since the person on the interaction is verified. A higher minimum score sets a higher standard for detection.

• If Not Verified: The system uses Minimum Score If Not Verified as the threshold for making the Detection analysis. Usually, you can use a lower minimum score (relative to the Minimum Score If Verified) since the person on the interaction was not verified. A lower score sets a lower standard for detection.

  For example: 

  • Customer verification succeeds, so you set the Minimum Score If Verified to 10. Since Verification succeeded, a Detection is less probable. Therefore, you want to identify only "good" Detection scores. What numerically constitutes "good" is up to you.

  • Customer verification fails, so you set the Minimum Score If Not Verified to 4. Since verification failed, a Detection is more probable. Therefore, you want to identify even remote matches for further investigation. What numerically constitutes "remote" is up to you.

Every Detection analysis performed by the rule returns one of the following results, using one of the corresponding minimum scores (If Verified or If Not Verified) to determine if Detection occurs:

• Detected: Detection score exceeds the Minimum Score configured in the Voiceprint Detection section of the rule.

• Potential Detection: Detection score is greater than the Minimum Score for target detection configured for the Voice Biometrics Engine server role but below the Minimum Score configured in the Voiceprint Detection section of the rule.

• No result: Detection score is below the Minimum Score for target detection configured for the Voice Biometrics Engine server role. The interaction is not associated with any detection activity.

The minimum scores for detection configured in the rule work with the Minimum score for potential target detection that is configured for the Voice Biometrics Engine server role. See the related topics section to learn more.

For a Verification-only rule type, the objective is to identify customers or employees on interactions (more rule settings determine the scope of verification). When configuring a rule for Verification only, configure one minimum score field: Minimum Score, found in the Voiceprint Verification section. The minimum score configured is used during Verification analysis.

If the system is able to use the interaction attributes to retrieve a voiceprint model for a customer or an employee, verification analysis initiates and uses the minimum Verification score configured.

Assuming sufficient audio is available, the interaction duration is sufficient, and all other criteria are satisfied for voice biometric analysis to initiate and conclude successfully, a rule returns one of the following results:

• Verified: Verification score equals or exceeds the Minimum Score configured in the Voiceprint Verification section of the rule.

• Not Verified: Verification score is less than the Minimum Score configured in the Voiceprint Verification section of the rule. (For this result to be returned, the interaction must also meet the minimum duration required for a not verified result, as configured in the rule.)

Additional analysis results are possible, such as No Attributes, No Voiceprint for Verification, and more. However, these results are outside the scope of a discussion of minimum scores.