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[This article is prerelease documentation and is subject to change.]
Important
You're responsible for configuring and using this Biometric authentication and enrollment functionality in compliance with applicable law, including but not limited to biometric and privacy laws (for example, BIPA and the GDPR), including: (i) providing notice to data subjects, including with respect to retention periods and destruction; (ii) obtaining legally sufficient consent from data subjects; and (iii) processing and deleting the biometric data and biometric identifiers. Biometric data and biometric identifiers will have the meanings set forth in applicable biometric and privacy laws and include equivalent terms set forth in any applicable law. You will defend and indemnify Microsoft against any claims made by a third party related to this biometric functionality, including but not limited to the adequacy of consent.
Biometric Authentication uses voice biometrics to verify callers on a voice channel in Contact Center Intelligence. This article shows you how to deploy Biometric Authentication to a voice channel by using one of two options, depending on whether callers interact with a bot or with a human agent.
Choose the deployment option that matches your environment:
- Option 1 (Human-to-Bot): Use voice biometrics within a Customer Assisted Agent.
- Option 2 (Human-to-Human): Use voice biometrics within a third-party Contact Center as a Service (CCaaS) by deploying an interactive, embeddable widget to your customer service representative (CSR) desktop.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Prerequisites
- Voice biometrics must already be enabled in the Contact Center Intelligence portal. To enable it, complete Enable Biometric Authentication in Contact Center Intelligence.
Option 1: Deploy voice biometrics within a Customer Assisted Agent (Human-to-Bot)
Use this option when callers interact with a bot. In this scenario, voice biometrics run within a Customer Assisted Agent to verify the caller during the automated conversation.
To deploy voice biometrics within a Customer Assisted Agent, follow the steps to set up the agent and add voice biometrics to it in the Contact Center Intelligence Customer Assisted Agent documentation.
Option 2: Deploy voice biometrics within a third-party CCaaS (Human-to-Human)
Use this option when callers interact with a human agent through a third-party CCaaS. In this scenario, you deploy an interactive, embeddable widget to your CSR desktop so that the CSR can verify the caller with voice biometrics during the call.
To deploy the widget, create a connection to your third-party CCaaS and configure the embeddable widget, then embed it in your CSR desktop.
Learn more in Configure widget to embed in Genesys Cloud CX (preview).