Abstract: A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.

Abstract: An audio output device may include one or more audio sensors configured to detect ambient sound and noises around the audio output device. The audio output device may include a controller configured to analyze the detected sound and noises and may adjust audio settings of the audio output device accordingly. In an embodiment, the controller may analyze and recognize that the detected noise is another person's attempt to get the user's attention or to talk to the user, such as audio sound of the user's name. In response, the controller may stop the audio output or lower the volume of the audio output.

Abstract: Systems and methods for adjusting bass levels of a multi-channel audio signal include, among other features, (i) receiving the multi-channel signal via a playback device; (ii) separating, from the multi-channel signal, low-frequency signals comprising frequencies less than a threshold frequency; (iii) determining electrical energies of the low-frequency signals; (iv) determining a first energy by summing the electrical energies of the low-frequency signals; (v) consolidating the low-frequency signals into a consolidated low-frequency signal; (vi) determining a second energy by determining an electrical energy of the consolidated low-frequency signal; (vii) generating a gain-adjusted low-frequency signal by adjusting a gain of the consolidated low-frequency signal based on both (a) the first energy and (b) the second energy; (viii) generating a gain-adjusted multi-channel signal by mixing the gain-adjusted low-frequency signal back into the multi-channel signal; and (ix) using the gain-adjusted multi-channel s

Abstract: A device that includes an enterprise data indexing engine (EDIE) configured to receive a set of sentences and to compare the words in the sentences to a set of predefined keywords. The EDIE is further configured to identify one or more sentences that do not contain any of the keywords and to associate the identified sentences with a first classification type. The EDIE is further configured to identify a sentence that contains one or more keywords and to associate the sentence with a second classification type. The EDIE is further configured to link together the sentence that is associated with the second classification type and the sentences that are associated with the first classification type.

Abstract: A method comprises receiving a natural language search query, identifying a first set of semantic concepts in the query, creating a vector representation of the first set of semantic concepts, identifying a second set of semantic concepts having a vector representation within a predetermined threshold of similarity to the first set of semantic concepts, performing a search of documents based on the first set of semantic concepts, presenting a result set of documents and the first, second, and third sets of semantic concepts to a user, receiving input from the user, performing a second search of the documents based on the input from the user to obtain a second result set of documents, identifying a fourth set of semantic concepts based on the second result set of documents, and presenting the second result set of documents and the fourth set of semantic concepts to the user.

Abstract: A furniture system includes a base and transverse member, with an induction charger provided in the transverse member and/or base, hidden from view and feel. The induction charger can be at least partially secured to either the base frame or the transverse member frame. The induction charger provides induction charging to a device positioned adjacent to a charging surface of the base or transverse member. The charging surface is positioned adjacent to the induction charger. Additionally, the induction charger is positioned between a first and second cushioning material. The first cushioning material is adjacent to (e.g., proximal to or on) the charging surface. The first and second cushioning materials have respective depths.

Abstract: Meeting and conferencing systems and methods are implemented in a variety of manners. Consistent with one embodiment of the present disclosure, an audio conference system includes communications circuitry and a caller interface, each associated with setting up or managing the audio conference. Menu options may be provided to validate or authenticate incoming telephony calls. In response to a selection of the menu options, an incoming telephony call may be prompted to select a callback number, and then the system monitors for a trigger event. A participant is contacted in response to detecting the trigger event, and the contacted participant is then placed into the audio conference.

Abstract: One embodiment of the present invention sets forth a technique for processing recordings of events. The technique includes applying a machine learning model to a plurality of samples from one or more recordings of the events to generate a plurality of embeddings representing the plurality of samples. The technique also includes generating a plurality of labels that identify speakers associated with the plurality of samples based on metadata comprising timestamps of voice activity during the events and participants associated with the voice activity. The technique further includes storing mappings of the plurality of embeddings to the plurality of labels.

Abstract: A system and method provide an integrated automation solution that links multiple systems and applications of a contact center operation and provides a unified support interface and unified knowledge base that delivers relevant data in real-time to assist contact center personnel during a customer interaction. Robotic Process Automation (RPA) is used for automating workflows and processes with robots (e.g., attended and/or unattended) that perform various tasks and activities for capturing information (data, documents, etc.) from multiple front-end and/or back-end systems and applications to provide the necessary data and information in real-time during a contact center session.

Abstract: A personality model is created for a population and used as an input to a text generation system. Alternative texts are created based upon the emotional effect of the generated text. Certain words or phrases are “pinned” in the output, reducing the variability of the generated text so as to preserve required information content, and a number of tests provide input to a discriminator network so that proposed outputs both match an outside objective regarding the information content, emotional affect, and grammatical acceptability. A feedback loop provides new “ground truth” data points for refining the personality model and associated generated text.

Abstract: A system and method for mobile device active callback integration, utilizing a callback integration engine operating on a user's mobile device that present a callback token for integration through the operating system and software applications operating on the device, wherein interacting with the callback token produces a callback object used to execute a callback incorporating device hardware, context, scheduling, and trust information.

Abstract: A method and apparatus for providing an audible identification of a device is provided herein. During operation, device identities will be determined for members forming a personal-area network (PAN). When information is conveyed by a device, a determination of whether or not to announce a device identification will be based on a combination of PAN members present. More particularly, when a certain combination of devices are members of the PAN, device identifications will be announced, otherwise, device identifications will not be announced.

Abstract: A computerized-method for operating an Omni Session Handling (OSH) engine for proactive OSH to determine that an outreach is required, according to one or more predefined requirements, to maximize capacity of an agent in a contact center by omni session handling, is provided herein. The computerized-method may retrieve one or more interactions from a Customer-Relations-Management database based on a requirement for an outreach to be stored in a queue of proactive contacts. The computer-implemented method may further allocate a queue of one or more interactions to an agent or to a team of agents and then present the agent with a digital preview of an interaction from the queue of one or more interactions for consideration via a display unit, while the agent is handling one or more interactions. The computer-implemented method may further receive from the agent a decision upon review of the presented digital preview of the interaction.

Abstract: A natural language processing system includes a storage device and a processor. The storage device is configured to preload records of failure histories of semiconductor equipment, and the records of the failure histories of the semiconductor equipment include natural language. The processor is electrically connected to the storage device and is configured to perform a natural language process on the records of the failure histories of the semiconductor equipment to generate an abnormal model classification table.

Abstract: A novel method provides an AI language virtual agent having self-improvement features and which uses language modeling and tree search techniques. The AI language virtual agent exchanges textual discussion with users and other simulated agents. The method includes receiving a current situational description depicting natural language user input, temperament qualities and textual tendencies of the virtual agent, and indicia regarding subject matter context of a present conversation. The indicia regarding subject matter context include textual logs from recent conversational exchanges. The current situational description includes audio, visual, and tactile inputs collected proximate to the virtual agent.

Abstract: Systems and methods for managing network connectivity of speech processing-enabled devices are provided. The speech-enabled device may periodically monitor a variety of metrics related to the network connectivity status of the device, and save those metrics in a local events log. The speech-enabled device may then periodically send those metrics to a remote speech processing management system. Users may then use voice commands to request the status of the speech-enabled device, and the speech-enabled device will send that request to the speech processing management system. The speech processing management system can then retrieve the historical metrics for that device and determine one or more inferences regarding the condition of the device. These inferences are used to diagnose potential network connectivity problems being experienced by the speech-enabled device, and to generate recommendations for remediating those problems.

Abstract: Example techniques relate to voice interaction in an environment with a media playback system that is playing back audio content. In an example implementation, while playing back first audio in a given environment at a given loudness: a playback device (a) detects that an event is anticipated in the given environment, the event involving playback of second audio and (b) determines a loudness of background noise in the given environment, the background noise comprising ambient noise in the given environment. The playback device ducks the first audio in proportion to a difference between the given loudness of the first audio and the determined loudness of the background noise and plays back the ducked first audio concurrently with the second audio.

Abstract: A signal source identification device includes: a feature value calculation unit configured to calculate feature values corresponding to paths where signals from generation sources of the signals transmit, based on signals received by a plurality of sensors; and an identification unit configured to identify whether or not a feature value calculated by the feature value calculation unit is a signal from a predetermined signal source by using an identification range that is a range within which feature values based on signals from the predetermined signal source fall and that is previously determined based on the feature values calculated by the feature value calculation unit.

Abstract: According to an aspect of an embodiment, operations may include obtaining multiple electronic documents and obtaining a theme text. The method may also include selecting a seed text based on a semantic similarity between the seed text and the theme text. The method may also include changing a seed weight included in a weight vector that is used in identification of topics of the multiple electronic documents. The changed seed weight may bias the identification of topics of the plurality of electronic documents in favor of the seed text as compared to one or more other text strings of the weight vector. The method may also include generating, a representation of a topic model for display to a user, the topic model may be based on the multiple electronic documents and the weight vector.

Abstract: An artificial intelligence (AI) model, using logistic regression and gradient boosting tree, may determine a priority score for a user. The priority score may be associated with a likelihood of redemption of investment funds of the user by the user. Based on the priority score for the user, a server may prioritize transmission of a communication message to the user via one of a plurality of communication channels. The communication message may describe why the user should continue with their investment funds without redemption.