Work with NiCE CXone Voice Biometric APIs

NiCE CXone provides open APIs that allow you to integrate voice biometric authentication into your own infrastructure. These APIs act as a facade layer. You manage your own systems and call the APIs to perform voice biometric verification.

NiCE CXone processes the request and returns the result. With this approach, you have flexibility to:

  • Use your existing infrastructure.
  • Control when authentication happens during a call.
  • Request voice biometric status or actions as needed.

To use these APIs, you must complete a small configuration in Studio and then call the APIs during interactions.

API Use Cases

Common use cases for the Voice Biometrics APIs are described in the following sections. The full list of endpoints and request/response details are provided in the Open API documentation.

Action Details

Check voice print status

Request the status of a contact's voice print to see if it is enrolled already.

Send a request to the GET /voice-print-status endpoint.

NiCE CXone returns the voice print status.

Authenticate a voice print

Authenticate a contact's voice print to see if it matches the enrolled voice print.

Send an API request to the POST /perform-action endpoint with request type 0.

NiCE CXone evaluates the voice input and returns the authentication result. Use GET /result to poll for results.

Enroll a voice print

Enroll a contact's voiceprint to use in future authentications.

Send a request to the POST /perform-action endpoint with request type 1.

NiCE CXone processes the enrollment and returns the result. Use GET /result to poll for results.
Opt out

Opt a contact out of voice biometric authentication when they do not want to participate.

Send a request to the POST /perform-action endpoint with request type 3.

NiCE CXone processes the enrollment and returns the result. Use GET /result to poll for results.

Before You Begin and Setup Process

To use the Voice Biometrics APIs, make sure you have:

  • Access to the Voice Biometrics Hub in NiCE CXone.
  • The Open API documentation (provided separately)
  • The API host name and endpoints
  • Understand how to work with NiCE CXone APIs
  • Your configuration details needed for the Voice Biometrics Hub profile.

To use the Voice Biometrics APIs: 

  1. Create or modify the Studio script you want to add voice biometric authentication to.
  2. Add the START VOICE BIO AUDIO action to your script.
  3. Create a profile in Voice Biometrics Hub.
  4. Configure START VOICE BIO AUDIO to use the profile you created. Complete the other properties according to the online help.
  5. Complete the script so that it makes the necessary API calls as needed during the interaction. Use the REST API Studio action.

Create a Voice Biometric Profile

Complete this step in NiCE CXone. You can also access Voice Biometrics Hub by clicking Open Editor on the START VOICEBIO Audio action on your script canvas.

Required permissions: Connections Hub > Launch Connections Hub

You need to add a profile app to Voice Biometrics Hub . This establishes a connection between NiCE CXone and the voice biometrics service. You can test this connection after adding the profile app.

  1. Click the app selector icon of app selector and select Other > Connections Hub and then click Voice Biometrics Hub.

  2. Click Add Voice Biometric App.

  3. Enter a Voice Biometrics Hub Config Name and click NiCE CXone Voice Biometrics in the list of providers.

  4. Click Next.

  5. Complete the Configuration page using the information in the following drop-down.

    Field Details
    Integration Version

    Select the version of Voice Biometrics Hub that you want to use. Currently, version 1.0.0 is the only available version.
    Base URL

    Enter the base URL for your instance of Voice Biometrics. This is provided by the NiCE CXone team during implementation.

    The NiCE CXone ACD connects to Voice Biometrics via this WebSocket URL. NiCE CXone sends the audio of the customer's voice over the WebSocket so Voice Biometrics can access it.

    VB Profile

    Enter the ID of the Voice Biometrics voice biometrics profile you want to use. This is provided by the NiCE CXone team during implementation.

    This field is case-sensitive.

    API Bearer Token

    Enter the API bearer token that's used to authenticate communication with Voice Biometrics. This is provided by the NiCE CXone team during implementation.

    Participants

    Voice Biometrics only verifies contact voices. The only option that's available for this setting is Patron Only and it cannot be changed.
    Integration Type

    Indicates the type of voice biometric integration you're setting up. Select IVR for an integration with an IVR or virtual agents. The AgentLeg option is for an integration for live agents.
  6. Click Create.