ivr with pattern recognition

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I.V.R (Interactive Voice Response) with Pattern Recognition.

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ABSTRACT

In the present era of information technology, information nowadays is just a telephone call away. However, applications such as telephone banking etc. need extra security for making it a reliable service for the people. Application of PIN code/Password via telephone is not enough and additional user specific information is required that can protect the user identity in a more effective way. In this paper, we propose an approach that uses Interactive Voice Response (IVR) with pattern recognition based on Neural Networks. In this case, after entering the correct password the user is asked to input his voice sample which is used to verify his identity. The addition of voice pattern recognition in the authentication process can potentially further enhance the security level. As both are simultaneously applied so there is lesser probability of misuse. The developed system is fully compliant with landline phone system.

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INTRODUCTION

INTRODUCTIONIn telephony, Interactive Voice Response, or IVR, is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu. In some of the applications like bank account balances, transfers and accessing databases of strategic organizations etc. require high level of security. In such applications the information to be provided is made secure by the use of Personal Identification Number (PIN). However, this approach is not secure and is prone to tampering and misuse.

To overcome this problem a pattern recognition approach based on neural network is proposed. User specific patterns such as fingerprint, retina, facial features, DNA sequence identification and voice etc. can be used for authentication. However, among these, voice authentication is readily available and most suitable for this application. The speaker recognition area has a long and rich scientific basis with over 30 years of research, development and evaluations.

Inherent in attempts at speaker identity verification, it is the general assumption that at some level of scrutiny, no two individuals have exactly the same voice characteristics. In the proposed approach, besides entering the PIN code, the user will also be asked to get himself recognized through his voice signatures which further enhance the secure access to various applications.

The results are promising based on false accept and false reject criteria offering quick response time. It can potentially play an effective role in the existing authentication techniques used for identity verification to access secured services through telephone or similar media. In the proposed model, speaker specific features are extracted and Multilayer Perceptron (MLP) is used for feature matching.

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INTERACTIVE VOICE RESPONSE SYSTEM2. WHAT IS IVRSINTERACTIVE VOICE RESPONSE SYSTEM (IVRS) is an important development in the field of interactive communication which makes use of the most modern technology available today. IVRS is a unique blend of both the communication field and the software field, incorporating the best features of both these streams of technology. IVRS is an electronic device through which information is available related to any topic about a particular organization with the help of telephone lines anywhere in the world.

IVRS provides a friendly and faster self service alternative to speaking with customer service agents. It finds a large scale use in enquiry systems of railways, banks, universities, tourism, industry etc. It is the easiest and most flexible mode of interactive communication because pressing a few numbers on the telephone set provides the user with a wide range of information on the topic desired. IVRS reduces the cost of servicing customers. In telecommunications, IVRS allows customers to interact with a companys database via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio to further direct users on how to proceed. IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions. IVR systems deployed in the network are sized to handle large call volumes. The use of IVR and voice automation enables a company to improve its customer service and lower its costs, due to the fact that callers' queries can be resolved without the need for queuing and incurring the cost of a live agent who, in turn, can be directed4

to deal with more demanding areas of the service. If the caller does not find the information they need, or requires further assistance, the call can then be transferred to an agent. This makes for a more efficient system in which agents have more time to deal with complex interactions. When an IVR system answers multiple phone numbers the use of DNIS ensures that the correct application and language is executed. A single large IVR system can handle calls for thousands of applications, each with its own phone numbers and script. IVR also enables customer prioritization. In a system wherein individual customers may have a different status, the service will automatically prioritize the individual's call and move customers to the front of a specific queue. Prioritization could also be based on the DNIS and call reason. IVR technology is also being introduced into automobile systems for hands-free operation.

2.1 IVRS Block Diagram

Fig. 2.1

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The IVRS on the whole consists of the user telephone, the telephone connection between the user and the IVRS and the personal computer which stores the data base. The interactive voice response system consists of the following parts.

2.1.1 Hardware Section 1. Relay: For switching between the ring detector and the DTMF decoder. 2. Ring detector: To detect the presence of incoming calls. 3. DTMF decoder: To convert the DTMF tones to 4 bit BCD codes. 4. Micro controller: To accept the BCD calls, process them and transmit them serially to the PC. 5. Level Translator: To provide the interface between PC and micro Controller. 6. Personal Computer: To store the data base and to carry out the text to speech conversion. 7. Audio Amplifier: To provide audio amplification to standard output and to act as a buffer between the telephone line and sound card.

2.1.2 Software Selection 1. Visual Basics 6.0 2. Oracle 8.0 3. Microsoft Agent

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2.2 Operations of IVRSThe user dials the phone number connected to the IVRS. The call is taken over by the IVRS after a delay of 12 seconds during which the call can be attended by the operator. After 12 seconds if the ring detector output is low, it is ensured that the phone has not been picked up by the operator. The microcontroller then switches the relay to the DTMF and sends a signal via RS 232 to the pc to run the wave file welcoming the user to the IVRS. The user is also informed of the various codes present in the system, which the user dial in order to access the necessary information. Thirty seconds are given to the user to press the codes, failure of which results in switch back of the relay. The DTMF decoder converts the codes pressed by the user to BCD. It is then pressed to the input pins of the microcontroller and is stored in the microcontroller memory. After these codes have been received, they are transmitted serially to the serial port of the PC via max232 IC. Any hardware failure in transmission falls in the lightning of a LED and the relay is switched back. The serial port of the PC is continually polled by the software used such as Visual Basics and Microsoft Agent program and the received code words are put in the text box from the input buffer. The received personal identification number (PIN) is compared with the stored data base to determine the result. The corresponding wave file is played by the sound blaster card. It is coupled to the telephone line through the Audio Amplifier, which is connected between the sound blaster and the telephone line to amplify the blaster output, drive the telephone line acts as the buffer for sound blaster.

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2.3 Advantages of IVRS1. The addition of speech recognition capabilities help IVRS owners derive more benefit from their investment in existing IVRS resource. 2. Motivating organizations to embrace speech solutions is the potential for dramatic reductions in operational cost. 3. Increased automation frees the customer service agents from any routine administrative tasks and reduces cost related to customer service staffing. That is fewer agents are able to serve more customers. 4. Resources that have been developed to support an internet presence can support an IVRS as well. Thus organizations can use some of the same data modules bid for speech enabled IVRS application for their intranets. This could deliver a high degree of code reuse.

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PATTERN RECOGNITION

INTRODUCTIONAutomatic (machine) recognition, description, classification, and grouping of patterns are important problems in a variety of engineering and scientific disciplines such as biology, psychology, medicine, marketing, computer vision, artificial intelligence, and remote sensing. A pattern could be a fingerprint image, a handwritten cursive word, a human face, or a speech signal. Given a pattern, its recognition/classification may consist of one of the following two tasks: 1) supervised classification (e.g., discriminant analysis) in which the input pattern is identified as a member of a predefined class, 2) unsupervised classification (e.g., clustering) in which the pattern is assigned to a hitherto unknown class. The recognition problem here is being posed as a classification or categorization task, where the classe