Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

The impact of aging on the effectiveness of voice biometrics - Nuance - ContactCenterWorld.com Blog

The impact of aging on the effectiveness of voice biometrics

One of the anxieties that I’ve often heard expressed regarding voice biometrics is how does the technology account for the natural aging of our voice? Through our personal experience, we all know that the voice we had as a child is quite different from the voice we now have as an adult. Fortunately, as I’ll demonstrate with a series of examples, voice biometrics is quite indifferent to the age of our voice!

To prove this point, I performed several tests using the voices of well know actors that have a wealth of voice recordings available in the public domain. In full disclosure, to perform these tests I had to disable Nuance’s standard playback detection algorithms in our voice biometric system. Performing voice biometric verifications with recorded audio would clearly not be feasible in a real-world deployment, as I’ve written about in a previous blog, which you can read here.

The first test that I conducted involves my childhood action movie idol, Arnold Schwarzenegger. The Austrian-born star of the Terminator film series, who would later become the governor of California, has an instantly recognizable voice. Our very own brain-powered voice biometric engines can easily identify his voice, whether we are listening to a rerun of the 1984 movie Terminator, or a recent interview featuring Mr. Schwarzenegger. So, given this, how does a voice biometric engine perform? To find out I enrolled 40 seconds of his voice from an interview Mr. Schwarzenegger delivered in 2015 that was available on YouTube. I then ran a voice biometric check on three seconds of Mr. Schwarzenegger’s voice from the movie Pumping Iron from 1977 that was also available on YouTube. Despite a 38-year difference between these two recordings, the voice biometric engine had no trouble recognizing that this was the same person, at banking-grade security settings.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Now this first test was very favorable, because even though there was a 38-year difference between the two clips, in both cases Mr. Schwarzenegger was in his adult years in which the voice changes very little. When Pumping Iron was filmed, Mr. Schwarzenegger was 30 years old, and in 2015 when the interview was recorded he was 68.

The real challenge is how will voice biometrics perform during the two periods of our lives when our voices change more rapidly, which are during our teenage years and during the latter years of our adult lives.

To explore this question, I performed a voice biometrics test with another famous actor whose voice is instantly recognizable as well, Morgan Freeman. Born in 1937, Mr. Freeman has blessed us with a wealth of quality acting over a period that exceeds five decades. In 2017, Mr. Freeman will be celebrating his 80th birthday. In this test, I enrolled Mr. Freeman’s voice in one of our biometrics programs with 40 seconds from the movie The Execution of Raymond Graham, a movie that was produced in 1985 when Mr. Freeman was 48 years old. I then passed 3 seconds of audio in the system from Mr. Freeman’s voice from a recently-produced National Geographic series titled The Story of God, filmed in 2016 when Mr. Freeman was 79 years old. Excerpts from this series can be viewed on National Geographic’s YouTube channel. Once again, age did not impact the performance of the voice biometric engine; it validated Mr. Freeman’s voice at 79 as belonging to the same person as Mr. Freeman’s voice at age 48, despite 31-years separating these two recordings of his voice. Once again, the system was set to banking-grade security performance levels.

However, there is a period during our lives where our voices do change in a material way, and that is during the transition from our childhood to our adult years. You may nevertheless be surprised how robust voice biometrics can be, even during a period of what we perceive as a rapid change of our voice. To illustrate the point, I performed a test with the voice of Candace Cameron Bure, the actress that gained notoriety playing the role of D.J. Tanner in the American TV series Full House. I chose Ms. Bure because she started acting in Full House as a child, at the age of 11, and ended as a young adult at age 18. This provided me with yearly voice samples as Ms. Bure matured to adulthood.

To perform the test, I enrolled 40 seconds of Ms. Bure’s voice from an episode of Full House in season one, which was recorded in 1987. I then performed verification tests with three seconds of audio from each subsequent season, until season eight when Ms. Bure was 18 years old in 1994. Even in this test, despite a seven-year difference between the enrollment audio and the last verification audio, the voice biometric engine had no issue identifying Ms. Bure’s voice. As with previous tests, the system was configured to banking-grade security levels. In fact, it isn’t until Ms. Bure reached the age of 21 in 1997, that a voice sample from her performance in the movie NightScream where the voice biometric engine is no longer able to match Ms. Bure’s voice to her voice sample from the age of 11. The voice biometric engine concluded that there was approximately a 90% probability that these two voice samples belonged to the same person. To achieve a banking-grade level of performance, the probability needs to exceed 99%.

There is however a solution to even this voice-aging challenge. It’s a capability that is called smart-adaptation in the solution. It automatically adapts the voiceprint on file for an individual with each successful authentication to the system without compromising security. As such, in the example with Ms. Bure’s voice, if her voice was enrolled at age 11, and then was heard again at age 18, then the voice would have been automatically adapted so that when at age 21 her voice was verified again, it would have been successfully matched. The cases where a person’s voice is enrolled as a child and is there only heard again as an adult will in most use-cases be extremely rare. In such cases, the individual’s voice will need to be re-enrolled.

These examples showcase that age is, for virtually all practical use-cases, a non-material factor in the performance of voice biometrics. One could enroll in a voice biometric system at age 30, and then verify for the first time 40 years later at the age of 70, with the same layer of security across all ages. Indeed, our voices change very little during our adult years. In cases where children’s voices need to be enrolled, the use of smart adaptation can automatically address the changing voice characteristics that occur naturally during our teenage years. Age may be a very sensitive topic, requiring tact when the subject arises in conversation, but to an adaptable voice biometric engine, your voice is wonderful no matter what your age.

Source: http://whatsnext.nuance.com/customer-experience/voice-biometrics-aging-customer-authentication/

Publish Date: January 26, 2017 5:00 AM


2020 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

3.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

4.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

5.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

7.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from Nuance

Recent Blog Posts:
Customer Success: 6 steps to make your customer touchpoints countSeptember 12, 2019 5:00 AM
How Apple Business Chat can help enterprises with their call deflection goalsSeptember 10, 2019 5:00 AM
Hear the Call for Help! How Siren Detection Can Make Your Car a Force for Good.September 9, 2019 5:00 AM
Nuance IQ is back for the summerAugust 26, 2019 5:00 AM
Meet your patients where they are with 24/7/365 answers to their portal questionsAugust 21, 2019 5:00 AM
Contact center transformation pitfalls (and how to avoid them)August 8, 2019 5:00 AM
Robots here, there and everywhere, and now in the officeFebruary 14, 2019 5:00 AM
3 ways speech recognition helps in police incident reportingJanuary 22, 2019 5:00 AM
Building trust with a virtual assistant voiceJanuary 22, 2019 5:00 AM
Television viewing is no longer a one-way streetNovember 15, 2018 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 1
 1692 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =