Gatekeeper Bot

The Gatekeeper Bot manages Gatekeeper sessions for Interactive Voice Response (IVR). Each session is like a virtual agent call that starts when the IVR requests to start a session and ends when the IVR requests to end a session.

The flow of each session is based on the configured business flow for the scope. See IVR management API reference for protocol specifications.

IVR flow - Passive authentication

The following IVR flow diagram covers enrollment and verification flow:

IVR Flow

Before calling startIVRSession, the IVR calls the getPersonStatus API to predict the expected flow and apply business rules accordingly, such as using the Gatekeeper Bot only for the verification flow. The following table lists the condition based on the person status response per flow:

Flow description
Flow Conditions
Verification flow
  • Person has a consent (opted in).
  • Enrollment status is ENROLL_STATUS_TRAINED.
  • Voiceprint isn’t locked.
Enrollment flow
  • Enrollment status isn’t ENROLL_STATUS_TRAINED.
  • Person didn’t opt out.
Empty flow Other cases, such as voiceprint is locked.

As an alternative, the IVR could check the session decision to find the current session flow:

  • For verification flow, the verify progress status has some information. The flow ends when the session decision is returned.
  • For enrollment flow, the process audio for enroll progress status has some information and the flows ends when one of the following occurs:
    • Train progress status is PROGRESS_STATUS_COMPLETED.
    • Session decision status is DECISION_FRAUD.

Gatekeeper Bot – Active authentication recording

For active authentication, the Gatekeeper Bot supports recording API which returns media Uniform Resource Name (URN). The IVR controls the logic of the authentication or enrollment by calling the related public APIs; for example, ValidateText, Verify, Process Audio, Enroll, and train.

IVR Flow

Configuration

The Gatekeeper Bot requires configuration of Gatekeeper scope and Media Manager realm.

For the passive flow, the Media Manager realm should have a connector less definition.

For the active flow, the Gatekeeper Bot doesn’t send any Computer Telephony Integration (CTI) events to Media Manager, so the connector can be of any type.