Abstract: Ambisonic audio is converted to binaural audio based on head related impulse responses (HRIRs) associated with sound sources located symmetric with respect to a head of a listener. The HRIRs associated with sound sources located symmetric with respect to the head of the listener are mapped to HRIR pairs associated with sound sources located on one side of the head of the listener based on the symmetry of the sound source locations. A sequence of HRIRs based on the mapped left HRIRs or a sequence of HRIRs based on the mapped right HRIRs are input into a spherical harmonics converter which outputs respective left spherical harmonics or right spherical harmonics. Ambisonic audio is binauralized based on the left spherical harmonics and the right spherical harmonics.

Abstract: A system that greatly improves contact center operations by converting inbound calls from communicating devices to outbound calls to the communicating devices. The system can include a call response agent that receives the inbound call from the communicating device, a speech-enabled automated agent that that interacts with the communicating device to receive an audio signal, a classifier that analyzes the audio signal and determines a caller request based on the audio signal, and a request package generator that creates an unallocated request package based on the caller request. The request package generator can create an unallocated request package menu, including the unallocated request package, and send the unallocated request package menu to a plurality of agent workstations.

Abstract: An apparatus configured, based on virtual reality content for viewing in virtual reality, the virtual reality content comprising visual content for display in a three dimensional virtual reality space and spatial audio content comprising audio for presentation such that it is audibly perceived to originate from one or more particular directions in the virtual reality space corresponding to one or more points or regions in the visual content, the virtual reality content defining at least a ground level of said virtual reality space; and based on display of a birds-eye view of the virtual reality space to a user comprising a view of the visual content substantially downward towards said ground level from a point of view location in said virtual reality space elevated from said ground level; to provide for presentation of said spatial audio content with a spatial audio modification, the spatial audio modification configured to modify the one or more particular directions from which the user perceives the spatial

Abstract: A mechanism is described for facilitating wind detection and wind noise reduction in computing environments according to one embodiment. An apparatus of embodiments, as described herein, includes wind detection logic to detect wind associated with the apparatus including a wearable computing device, wherein the wind is detected based on samples from multiple microphones and extraction and use of multiple features including spectral sub-band centroid (SSC) features and coherence features; and decision and execution logic to reduce wind noise associated with the detected wind.

Abstract: A panel bottom member includes a light absorbing member, a top bonding layer which is positioned at the top of the light absorbing member, a first vibration sound element which is positioned below the light absorbing member and bonded to the light absorbing member, a buffer member which is positioned below the light absorbing member and does not overlap with the first vibration sound element, and an interlayer bonding layer which is positioned between the light absorbing member and the buffer member.

Abstract: An intelligent message processing system includes: a customer terminal configured to receive an intelligent callback service; a service provider terminal configured to send a callback message to the customer terminal; and a chatbot service providing server configured to provide an interactive callback service after the customer terminal checks the callback message, the service provider terminal comprising an intelligent agent configured to generate and send a callback message, which reflects at least one piece of information between message information received from the customer terminal and customer history information stored and managed in a customer database, or a preset callback message to the customer terminal.

Abstract: A system and method for providing a telematics service using a third-party authentication is provided. The system and method include receiving a request for navigation instructions, by a call center, from a client using a telematics system. The call center then inquires if the client requires concierge services. If the client does not require concierge services then the call center initiates download of the navigation instructions. If the client does require concierge services then the call center provides the client with a randomly generated password and transfers the client to a third-party service provider. The third-party service provider then obtains the password from the client and enters the password to a cloud-based application for authentication to retrieve a set of client information for providing the concierge service, request a PIN from the client, and enters the PIN into the cloud-based application to initiate download of the navigation instructions.

Abstract: Disclosed are systems and methods for routing inbound communications at call centers in order to enhance customer experience and call center agent efficiency. In order to effectively route communications, customer service call types and one or more agent performance rates responding to said customer service calls are analyzed in order to determine which one or more call center agents should be routed which specific customer service call type. Additionally, tools are disclosed for analyzing call center agent performance rates and assigning call center agents to service specific customer service call types.

Abstract: Handheld communication devices, such as smart phones, comprise a number of data gathering sensors. The sensors may be utilized to provide an agent of a contact center with situational information regarding the user of the handheld device. While global positioning systems (GPS) provides one means to locate a user of a communication device, GPS is not always available. However, by utilizing radio receivers, internal condition sensors, motion detectors, and other sensing components, a situation for a customer may be determined to supplement or substitute for GPS-determined location as well as to identify more relevant situations for the user beyond those provided by GPS provided location information.

Abstract: Apparatus and methods concerning call routing are disclosed. In an example embodiment, a call alert message, indicative of the call answer options, is communicated from the VoIP server to the communication device, determined in response to receiving an incoming VoIP call for a communication device at a VoIP server. A selected option is received from the communication device. In response to the selected option indicating the first call answer option, the call is routed to the communication device as a VoIP call via a data network. In response to the selected option indicating the second call answer option, the call is routed to the communication device via a PSTN.

Abstract: A system and method for the detection of drowning within a body of water, the detection is provided by signal processing of acoustic signals obtained from within the body of water of acoustic signals received from an array of hydrophone submerged within the body of water.

Abstract: An audio processing apparatus includes a digital filter, a signal combiner, and a dynamic-range processor (DRP). The digital filter is configured to receive a filter-input audio signal and to filter the filter-input audio signal, so as to produce a filter-output audio signal. The signal combiner is configured to combine the filter-input audio signal with the filter-output audio signal, so as to produce a combined audio signal. The DRP is configured to apply to the filter-output audio signal a dynamic-range correction that depends non-linearly on the combined audio signal.

Abstract: A heuristic engine includes capabilities to collect an unstructured data set, such as a agent sales transaction record, and generate an agent training suggestion for subsequent action. Providing the heuristic engine with relevant data sets and a current context may allow determination of predicted future customer contexts and subsequent actions. The heuristic engine may learn from past data transactions and appropriate correlations with events and available data.

Abstract: An electronic computing device establishes a communication session between a lender of a loan and a recipient of the loan. A debt owed to the lender by the recipient is tracked. Upon an initial communication between the lender and the recipient, a debt reminder is displayed on a display screen of the electronic computing device. The debt reminder provides a reminder to the lender that the debt is owed to the lender by the recipient.

Abstract: A computerized method of routing calls includes the following steps performed by a server computing device: receiving a set of call attributes associated with an incoming call; identifying a document containing call routing instructions corresponding to the call attributes by querying a search index in electronic communication with the server computing device; identifying, based on the document, a set of suitable agents having a skill and a suitable proficiency in the skill by querying an agent skills database in electronic communication with the server computing device; identifying a set of available agents in the set of suitable agents by querying an agent status database in electronic communication with the server computing device; and routing the incoming call to a target agent in the set of available agents, if there is at least one available agent; or a customer waiting queue, if there is no suitable agent.

Abstract: The present disclosure provides methods, devices and computer program products for encoding and decoding of a vector of parameters in an audio coding system. The disclosure further relates to a method and apparatus for reconstructing an audio object in an audio decoding system. According to the disclosure, a modulo differential approach for coding and encoding a vector of a non-periodic quantity may improve the coding efficiency and provide encoders and decoders with less memory requirements. Moreover, an efficient method for encoding and decoding a sparse matrix is provided.

Abstract: An example approach for navigation is provided with an apparatus comprising: a navigation processor configured to generate at least one navigation command; and an audio processor configured to determine at least one directional audio parameter so as to provide a direction, the at least one directional audio parameter being based on the navigation command and further configured to process at least one audio signal based on the at least one directional audio parameter such that a virtual sound image of a navigation routing is generated based on the processed at least one audio signal.

Abstract: A circuit includes a digital-to-analog conversion circuit, an amplifying circuit, a mixing circuit, and an analog-to-digital converter. The digital-to-analog conversion circuit is configured to receive and convert audio data in the digital domain and output audio data in the analog domain. The audio data includes a main-tone component. The amplifying circuit is configured to output an audio signal according to the audio data in the analog domain. The mixing circuit is configured to eliminate the main-tone component according to the audio data in the analog domain and the audio signal and to output a feedback signal. The analog-to-digital converter is configured to convert the feedback signal from the analog domain to the digital domain.

Abstract: Embodiments provide a method for providing a call center supplemental workflow tool, including: receiving from a database a workflow decisional matrix, a plurality of questions, and a plurality of scripts; displaying a web-based graphical user interface on a display providing at least one question or one script; receiving user input; determining, at least another question or at least another script, to be displayed, wherein determining is based upon the user input and the decisional matrix and advances the workflow; based upon the decisional matrix, determining that the workflow has been completed; providing an output of the questions displayed and the user input received; and the output being provided to a primary software application. Other aspects are described and claimed.

Abstract: A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.