Abstract
In this paper, we present VICI, a system for auditing and authentication in contact center scenarios. The technique we present exploits the widespread use of smartphones and other camera-enabled devices to allow a user (caller) to upload their picture, which can be verified automatically or by an agent before processing a transaction. The method can be configured for different levels of security, ensures that the image(s) are fresh, and relies on the computational complexity of image processing. We present our technique, the various configurable options available to the system/agent, and describe a prototype implementation of our system.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Jain, A., Hong, L., Pankanti, S.: Biometric Identification. Comm. of the ACM 43(2), 91–98 (2000). Biometrics Consortium homepage. http://www.biometrics.org
O’Gorman, L.: Comparing passwords, tokens, and biometrics for user authentication. Proceedings of the IEEE 91(12), 2019–2040 (2003)
Ratha, N.K., Connell, J.H., Bolle, R.N.: Enhancing Security and Privacy in Biometrics-Based Authentication Systems. IBM Systems Journal 40(3) (2001)
Markowitz, J.A.: Voice Biometrics. Communications of the ACM 43(9), 66–73 (2000)
Zhao, W., Chellappa, R., Phillips, P.J., Rosenfeld, A.: Face Recognition: A Literature Survey. ACM Computing Surveys 35(4), 399–458 (2003)
Phillips, P.J., Flynn, P.J., Scruggs, T., Bowyer, K.W., Chang, J., Hoffman, K., Marques, J., Min, J., Worek, W.: Overview of the face recognition grand challenge. In: Proc. IEEE Computer Vision & Pattern Recognition, vol. 1, pp. 947–954 (2005)
O’Toole, A.J., Phillips, P.J., Fang, K., Ayyad, J., Penard, N., Abdi, H.: Face Recognition Algorithms Surpass Humans Matching Faces Over Changes in Illumination. IEEE Trans. on Pattern Analysis and Machine Intelligence 29(9), 1642–1646 (2007)
Cryptographic nonce. http://en.wikipedia.org/wiki/Cryptographic_nonce
von Ahn, L., Blum, M., Hopper, N., Langford, J.: Captcha: using hard AI problems for security. In: Biham, E. (ed.) EUROCRYPT 2003. LNCS, vol. 2656, pp. 294–311. Springer, Heidelberg (2003)
Pighin, F., et al.: Synthesizing realistic facial expressions from photographs. In: ACM SIGGRAPH 2006 Courses (2006)
WebRTC 1.0: Real-time communication between browsers, W3C Draft. http://www.w3.org/TR/webrtc/, http://www.webrtc.org
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2015 Springer International Publishing Switzerland
About this paper
Cite this paper
Krishnan, P., Singh, N. (2015). VICI: Visual Caller Identification for Contact Center Applications. In: Qiu, M., Xu, S., Yung, M., Zhang, H. (eds) Network and System Security. NSS 2015. Lecture Notes in Computer Science(), vol 9408. Springer, Cham. https://doi.org/10.1007/978-3-319-25645-0_39
Download citation
DOI: https://doi.org/10.1007/978-3-319-25645-0_39
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-25644-3
Online ISBN: 978-3-319-25645-0
eBook Packages: Computer ScienceComputer Science (R0)