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Use Cases

This section describes the use cases used for the voice biometrics showcase.These use cases aim to address different possibilities that can be approached with the use of voice verification. However, depending on the operator's needs, these solutions can be changed and adapted to simulate other everyday situations.

Use CaseDescription
User VerificationVerifies user when calling the call centre, it can take the user to three different flows: enrolment, verification and reactivation
Mobile Money TransactionsAllow the user to simulate the access to mobile money functionalities suce as: check the balance, simulating a bill payment or a mobile money transfer
Simulate Alertcall back the user to simulate alert and notifications
Manage PassphrasesRegister diferent passphrases to the user to show the possibilities of multiple passphrases when necessary
Deactivate AccountDeactivate the user account to approach the possibility of new use cases, such as SIM reactivation
SurveysUsed to receive user's feedback and highlight the possibilities of using surveys in call centres
Reset PINThis use case approaches the need for the user to change their PIN number.
Merchant PaymentAllows the user to make a merchant payment, either through a customer-initiated process (SMS,USSD) or via the Agent webpage.
Cash In/OutAllows the user to make a Cash In or a Cash Out request, through the Agent webpage.
P2P TransferAllows the user to make a P2P Transfer, through the Agent webpage.
Use Cases Variations

The use cases presented here try to approach different perspectives of using voice verification in a call centre. We believe that based on these use cases it is possible to create new ones to different approaches and purposes.

User Verification#

When calling the call centre the user pass through a checking phase which determine the status of the user as being not enrolled, enrolled and active, and, enrolled and deactivated. Depending on the checking result the call centre can take three different flows as described flowing:

Enrolment#

This flow means the user is not previously registered in the voice PoC. Thus, it will take the user though the enrolment process. During this process one of the voice phrases available for the call centre is randomly selected. The users then must to record their voice passphrase 3 times so the algorithm creates the voiceprint. After this quick process, the user is registered in the system.

It is important to mention here that we are not making the initial enrolment with the mobile operator. We assume the user has already created a mobile account and he/she is now enrolling in the voice recognition service. There are different approaches the operator could use here, such as validating the user in the current way it is being used by the operator.

Verification#

If the number of the caller is recognised in our data base and the account is active the user is conducted for the voice verification process. The system will provide one of the registered passphrases to the user and the user will repeat it to have the voice verified. When verified, the user will receive a message informing the verification was completed and the confidence of the algorithm. The level of confidence can be used as a threshold for the verification process and it is important to drive business needs.

Reactivation#

When the users deactivate their account (this possibility is available in the main menu), the voiceprints are kept registered for future reactivation. Thus, when a deactivated user is recognised there is no need to pass through the enrolment process again. This way, the call centre uses the verification process to reactivate the user. This use case can be adapted to other purposes, such as SIM reactivation.

Mobile Money Transactions#

For mobile money transactions the users can navigate through a menu with three different options and choose the one they want to test. The 3 different possibilities available are: check the account balance, pay a bill and make a transfer.

Account Balance#

Accessing this option, the user will listen the current mobile money account balance. For this showcase the balance will be $100 and will be renewed automatically when it reaches zero, after using it for payments and transfers.

Pay a Bill#

This use case simulates the use of voice verification to make a payment. It can be adapted to be used for merchant payments and any kind of bill and fees payment. This is particular useful for featured phones when other payment technologies are not available. Using voice for payment authentication would speed the payment process and improve the safety for users. To use this simulation the user has three different flows to test.

Flow 01: Invalid Payment Number: Any number that is not 5 digits will be considered an invalid payment number.

Flow 02: Payment Successful: Any 5 digit payment number except 54321 will let the user pay a bill of $50.

Flow 03: Payment Declined: The payment number 54321 will lead the user to try a payment of $150. Since the maximum balance is $100 the payment will be declined due to insufficient funds.

Make a Transfer#

This use case simulates a mobile money transference using voice authentication to access the service.

Flow 01: Invalid Payment Number: Any number that is not 5 digits will be considered an invalid payment number.

Flow 02: Transfer Authorised: If the transfer is to a 5-digit account number and the user account has sufficient balance, the transfer will be authorised.

Flow 03: Transfer Declined: If the transfer is to a 5-digit account number and the amount is more than current user balance, the transfer will be declined.

Simulate Alert#

This use case demonstrates the possibility of call back the user to simulate a notification or alert. When selecting this use case, the user will receive a call informing about a notification/alert in their account. It could be situations like an overdraft, a suspicious transaction, a high value transference, etc. If necessary, during the calling the user can use voice verification to validate a transaction. Currently this use case is being tested using a webpage available here: simulate an alert

Manage Passphrase#

The voice verification process needs only one passphrase to be used. However, for this use case we considered the possibility of using different passphrases to validate the user. The user can register multiple passphrases using this option and during the validation process one of them is selected randomly. If the user does not create new passphrases the one created during the enrolment process will be used. The use of multiple passphrases increases the security during the voice verification process.

Deactivate Account#

This use case set the user account as deactivated. The deactivation simulates a scenario where the user wants to keep the data with the operator for possible future account reactivation using the voice verification. Other use cases can be approached here as SIM reactivation or services reactivations.

Surveys#

This is a way to receive feedback from users through questions with few options of choice. The users can use the keyboard numbers to answer the survey. If necessary, speech recognition can be applied allowing the use of opened questions. The survey may have more than one question, however the bigger it gets the higher is the possibility the user gives up without giving the feedback. This way 2 or 3 questions would be the best choice. This use case can be applied as a feedback survey in any of the previous use cases so we could get a user opinion about it.

Reset PIN#

This use case approaches the need of the user to change their PIN number. There are two possibilities where it could occur:

  1. The user lost the PIN number and want to reset it.
    1. SMS/USSD sent to the system requesting the number change. It will trigger the system to call back the user to validate the user with voice recognition and ask the user to introduce the new 4 digits PIN.
  2. The user knows the pin number and want to change.
    1. Calling the IVR Call Centre and selecting the option change PIN. The system will validate the user using the previous PIN and allows the user to change the PIN number introducing the new 4 digits PIN.

Scenario 1 - Reset PIN#

Accessing this option, the user will listen the current mobile money account balance. For this showcase the balance will be $100 and will be renewed automatically when it reaches zero, after using it for payments and transfers.

  1. To reset your PIN, you must first send a text message to the call centre using of the numbers listed.
  2. There are 2 options to send the text message:
    1. Using the SMS term, “RESETPIN
    2. Using the USSD code, “*42033
  3. You should then receive a call from the call centre, asking you to verify your voice.
  4. After voice verification, you will be asked to enter your new 4-digit PIN number.

Scenario 2 - Change PIN#

  1. To change your PIN, you must call the call centre directly, using of the numbers listed.
  2. Once through to the main menu, after voice verification, you can press 4 to begin the process of changing your PIN.
  3. You will first be asked to enter your current PIN. Assuming you haven’t already changed your PIN via the Reset PIN option, the default PIN is “1234” - otherwise the PIN will be what you previously reset it to.
  4. You can then proceed and enter your new PIN number.

Merchant Payment#

This use case approaches the merchant payment in different scenarios:

  1. The user initiates the payment through the demo page, typing the customer number, amount and proceeding with the payment with voice verification.
  2. The user generates a QRCode in the demo page, reads with the mobile camera and receives a call to verify the user using voice.
  3. The User sends an SMS/USSD message containing the merchant number and the payment amount, and requests to proceed with the payment. The user receives a call to verify the user using voice.

Scenario 1 - Agent-Initiated Merchant Payment#

  1. To begin, navigate to the agent page, and head over to the “Use Case Simulator” section.
  2. Select “Merchant Pay
  3. Enter your phone number, and the amount of the merchant payment (can be any amount under $500)
  4. Press the “Send Request” button. You should shortly receive a call.
  5. After voice verification, you will be asked to confirm or decline the transaction.

Scenario 2 - Agent-Initiated Merchant Payment (QR Code)#

  1. To begin, navigate to the agent page, and head over to the “Use Case Simulator” section.
  2. Select “Merchant Pay (QR Code)
  3. Enter your phone number, and the amount of the merchant payment (can be any amount under $500)
  4. Press the “Generate QR Code” button. This will generate a QR code, which you can scan with your phone. Click the URL embedded in the QR Code. You should shortly receive a call.
  5. After voice verification, you will be asked to confirm or decline the transaction.

Scenario 3 - Customer-Initiated Merchant Payment#

  1. To initiate a merchant payment, you must first send a text message to the call centre using of the numbers listed.
  2. There are 2 options to send the text message:
    1. Using the SMS format, “MERCHANTPAY {merchant_code} {payment_amount}”
      1. e.g. MERCHANTPAY 12345 10
    2. Using the USSD code, “*12MERCHANTCODEAMOUNT
      1. e.g. **12*12345*10
  3. You should then receive a call from the call centre, asking you to verify your voice.
  4. After voice verification, you will be asked to confirm or decline the transaction.

Cash In / Cash Out#

Scenario 1 - Agent-Initiated Cash In#

  1. To begin, navigate to the agent page, and head over to the “Use Case Simulator” section.
  2. Select “Cash-In
  3. Enter your phone number, and the amount you would like to cash in (can be any amount under $500)
  4. Press the “Send Request” button. You should shortly receive a call.
  5. After voice verification, you will be asked to confirm or decline the transaction.

Scenario 2 - Agent-Initiated Cash Out#

  1. To begin, navigate to the agent page, and head over to the “Use Case Simulator” section.
  2. Select “Cash-Out
  3. Enter your phone number, and the amount you would like to cash out (can be any amount under $500)
  4. Press the “Send Request” button. You should shortly receive a call.
  5. After voice verification, you will be asked to confirm or decline the transaction.

P2P Transfer#

Scenario 1 - Agent-Initiated Cash P2P Transfer#

  1. To begin, navigate to the agent page, and head over to the “Use Case Simulator” section.
  2. Select “P2P Transfer
  3. Enter your phone number, and the amount you would like to transfer (can be any amount under $500)
  4. Select a Recipient, from the recipient list. recipient_list
  5. Press the “Send Request” button. You should shortly receive a call.
  6. After voice verification, you will be asked to confirm or decline the transaction.