Abstract: A system and method may identify a fraud ring based on call or interaction data by analyzing by a computer processor interaction data including audio recordings to identify clusters of interactions which are suspected of involving fraud each cluster including the same speaker; analyzing by the computer processor the clusters, in combination with metadata associated with the interaction data, to identify fraud rings, each fraud ring describing a plurality of different speakers, each fraud ring defined by a set of speakers and a set of metadata corresponding to interactions including that speaker; and for each fraud ring, creating a relevance value defining the relative relevance of the fraud ring.

Abstract: A real-time messaging system platform receives from, a communication application installed on a first user communication device, a first user identifier, an indication that a messaging service message composed by the first user is being directed to a first destination associated with a second user, and an identification of data present in the messaging service message. The identification of the data and a message transmission history of the first user is used to enable selection of a message of a first entity. The selected message of the first entity is caused to be displayed by the communication application within a message framework that frames the first user messaging service message. The first entity message is caused to be included in the messaging service message transmitted to the second user device, wherein the first entity is not provided with access to the identity of the first user or the second user.

Abstract: This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

Abstract: A computer implemented method, computer system and computer program product are provided for aspect-based sentiment analysis. According to the method, at least one sentence and at least one aspect are received by one or more processing units. At least one opinion snippet of the at least one sentence is determined based on the at least one sentence and the at least one aspect, through a trained aspect-sentence fusion model, by one or more processing units. A sentiment prediction of the at least one opinion snippet is calculated by one or more processing units for the at least one aspect.

Abstract: Efficient and effective communications with customers is a cornerstone of many businesses. Automation, such as in the form of automated agents that can engage in a communication with a customer, furthers those efficient and effective communications. However, textual messages are a series of messages that are often limited to factual statements and direct questions, leaving many customers, such as those that prefer or require high-context communications, may have the impression that the organization with which they are communicating is cold and uncaring or unconcerned about them. By selectively altering the series of messages, an appropriate degree of concern or empathy may be conveyed to facilitate a better relationship and more effective and efficient communications.

Abstract: The present disclosure provides a wireless earphone device and method for using the wireless earphone device. The wireless earphone device comprises a processing unit, a switch unit, a wireless transceiving unit, a language input unit, and a speaker unit. The switch unit is electrically connected to the processing unit. The wireless transceiving unit is electrically connected to the processing unit, transmitting wirelessly with the earphone. The language input unit is electrically connected to the processing unit. The speaker unit is electrically connected to the processing unit. While the earphone charging case is activated and switched to a translation mode by the switch unit, a first voice signal is inputted into the processing unit through the earphone, the processing unit processes the first voice signal into a second voice signal, and the second voice signal is emitted by the speaker unit.

Abstract: An embedded sensor can include an audio detector, a digital signal processor, a library, and a rules engine. The digital signal processor can be configured to receive signals from the audio detector and to identify the environment in which the embedded sensor is located. The library can store statistical models associated with specific environments, and the digital signal processor can be configured identify specific events based on detected sounds within the particular environment by utilizing the statistical model associated with the particular environment. The DSP can associate a probability of accuracy for the identified audible event. A rules engine can be configured to receive the probability and transmit a report of the detected audible event.

Abstract: A system and method for omnichannel text-based routing, transfer, and customer-to-enterprise communications. The system is a cloud-based network containing an interaction control server, a routing engine, an optimization engine, a media translation server, a mobile application, a business entity portal, mobile and compute devices for business enterprise and customer, and an enterprise database. Taken together or in part, said system optimizes customer interactions by delivering context aware text message, chat or email to customers; and when requested by customer, optimally routes with context, based upon a multitude of variables, to best available resource to handle the customer interaction. The system may be accessed through web browsers or purpose-built computer and mobile phone applications.

Abstract: The present invention makes it possible to efficiently create an appropriate dialogue history. This device for supporting creation of dialogue history (1) is provided with: a dialogue utterance focus point information store (19) which, according to utterance data indicating utterances, stores dialogue scene data indicating dialogue scenes of the utterances, utterance type indicating the types of the utterances, and utterance focus point information of the utterances; and an input/output interface (20) which, with respect to each of the dialogue scenes indicated by the dialogue scene data stored in the dialogue utterance focus point information store (19), causes a display device to display any one or more of utterances, utterance type, and utterance focus point information.

Abstract: Systems, devices, and methods for communication include an ear canal microphone configured for placement in the ear canal to detect high frequency sound localization cues. An external microphone positioned away from the ear canal can detect low frequency sound, such that feedback can be substantially reduced. The canal microphone and the external microphone are coupled to a transducer, such that the user perceives sound from the external microphone and the canal microphone with high frequency localization cues and decreased feedback. Wireless circuitry can be configured to connect to many devices with a wireless protocol, such that the user can receive and transmit audio signals. A bone conduction sensor can detect near-end speech of the user for transmission with the wireless circuitry in a noisy environment. Noise cancellation of background sounds near the user can be provided.

Abstract: Acoustic echo cancellation systems and methods are provided that can cancel and suppress acoustic echo from the output of a mixer that has mixed audio signals from a plurality of acoustic sources, such as microphones. The microphones may have captured speech and sound from a remote location or far end, such as in a conferencing environment. The acoustic echo cancellation may generate an echo-cancelled mixed audio signal based on a mixed audio signal from a mixer, information gathered from the audio signal from each of the plurality of acoustic sources, and a remote audio signal. The systems and methods may be computationally efficient and resource-friendly.

Abstract: An example method is described. The method includes receiving, by a computing system, data indicative of a call into an interactive voice response (IVR) system from a user device and determining, by the computing system and based on the data, a set of actions performed by the user device within the IVR system and a corresponding set of results performed by the IVR system during the call. Additionally, the method includes converting, by the computing system, the set of actions and the corresponding set of results into a sequence of code pairs using a dictionary established based on training data, determining, by the computing system, an activity pattern during the call based on the sequence of code pairs; and calculating, by the computing system, a probability that the call is fraudulent based on the activity pattern during the call.

Abstract: A method for selectively transcribing voice communications that includes: receiving keywords; receiving an audio stream of audio data of speech; searching the audio stream to detect keywords or keyword detections and recording parameter data for each that includes a location of the keyword within the audio stream; generating one or more cumulative datasets for one or more portions of the audio stream that each includes parameter data for the keyword detections occurring therein; for each of the one or more portions of the audio stream, calculating a transcription favorableness score via inputting the corresponding one of the one or more cumulative datasets into an algorithm; and determining whether to transcribe each of the one or more portions of the audio stream by comparing the corresponding transcription favorableness score against a predetermined threshold.

Abstract: A system is provided for determining privacy controls for output including sensitive data. A user may subscribe to receive an output in the future based on the occurrence of an event. The system may determine when the event is occurred triggering the output, and determine that the output includes outputting sensitive data. The system may determine output data that does not include the sensitive data, send the output data to a device, and may request the user to provide an authentication input to receive the sensitive data.

Abstract: To filter unwanted sounds from a conference call, a first voice signal is captured by a first device during a conference call and converted into corresponding text, which is then analyzed to determine that a first portion of the text was spoken by a first user and a second portion of the text was spoken by a second user. If the first user is relevant to the conference call while the second user is not, the first voice signal is prevented from being transmitted into the conference call, the first portion of text is converted into a second voice signal using a voice profile of the first user to synthesize the voice of the first user, and the second voice signal is then transmitted into the conference call. The second portion of text is not converted into a voice signal, as the second user is determined not to be relevant.

Abstract: Embodiments are provided that relate to a computer system, a computer program product, and a machine-implemented method for assessing a statement by an entity to a recipient group, particularly in a social media environment, for an inconsistency with a previous (historical) statement to the same recipient group, and notifying the entity of the inconsistency. In certain embodiments, an alternative statement is provided.

Abstract: Various embodiments of the present disclosure relate generally to providing services to users via communication channels. More specifically, various embodiments of the present disclosure relate to systems and methods for modifying, updating, and/or changing communication channel interactions based on the tracking or listening for events within other communication channels.

Abstract: A computer-implemented technique uses a machine-trained model to convert input information provided by a user into a natural language expression and a semantic vector. The semantic vector provides a distributed representation of the natural language expression. The technique then uses the generated semantic vector to find a target data record having a target semantic vector that is within a prescribed distance to the generated semantic vector. The technique then outputs at least a target natural language expression that is associated with the target data record. The target data record is produced in an offline process that converts one or more attribute values in an existing structured data record into the target semantic vector and the target natural language expression. Also described herein is a technique for training the machine-trained model and for updating existing collections of data records using the machine-trained model.

Abstract: A document analysis device that includes an artificial intelligence (AI) processing engine configured to receive training data, to select a sentence from the training data, and to compute a first set of similarity scores between the selected sentence and other sentences from the training data. The AI processing engine is further configured to determine a set count that is equal to a number of similarity scores in the first set of similarity scores that exceed a similarity score threshold value and to compare the set count to a set outlier threshold value. The AI processing engine is further configured to keep the selected sentence in the training data when the set count is greater than or equal to the set outlier threshold value and to remove the selected sentence from the training data when the set count is less than the set outlier threshold value.

Abstract: An electronic apparatus which registers a device to a server by using a voice, and a method therefor are provided. The electronic apparatus includes a communication circuit, a microphone, a memory for storing computer executable instructions, and at least one processor configured to execute the computer executable instructions to acquire, from a voice received through the microphone, information on an external device which a user wishes to register, based on an external device corresponding to the acquired information being searched through the communication circuit, control the communication circuit to transmit information on an access point to the external device to enable the external device to communicate with a server, and control the communication circuit to transmit a registration request with respect to the external device to the server.