Amazon Connect CTI Adapter for Salesforce supports ML-based voice authentication

The Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce now simplifies the contact center authentication procedure with the integration of Amazon Connect Voice ID to make voice interactions faster and more secure. Amazon Connect Voice ID analyzes caller’s unique voice characteristics using machine learning to help verify identity in real-time and display a confidence score and status within the Contact Control Panel (CCP) in the CTI Adapter. Using CTI Actions and Flows, you can automate fraud case creation or route the call to fraud agents based on the outcome of the Voice ID interaction. 

Source:: Amazon AWS