Vocal Biometrics for Telephone Emergencies

BiSOS is an R + D + i project developed within the framework of the HAZITEK Competitive R&D program of the Basque Government during the 2017-2019 period and is led by the company Natural Vox SAU, provider of reference solutions for the management and automation of processes related to Customer Service, from Call Centers to commercial radio and television campaigns.

The objective of the project is to develop biometric voice solutions for the identification and / or automatic verification of users in call centers in situations of emergency and risk, such as gender violence, bullying or accidents, among others.

In addition to the speed and high reliability, the two great technological challenges are also related to the complexity of dealing with a low-quality acoustic domain such as the telephone, as well as the altered emotional state of the user to recognize. BiSOS will differentiate itself from current commercial solutions by having the ability to identify callers not only in neutral states, but also in situations of high emotional stress. In this way, this solution will speed up and improve emergency call attention in real-time call centers.