Abstract: A method of tracking sound sources in an environment by monitoring the local area with a primary sensor system comprising a microphone array. The location of sound sources in the local area are tracked using the monitored sound. If an ambiguity is determined in the tracked location of the sound source, a secondary sensor system is activated. The secondary sensor system has a larger power draw than the primary sensor system. The secondary sensor system determines the updated location of the sound source. The tracked location of the sound sources is updated to be the updated location. Once the location is updated, the secondary sensor system is deactivated.

Abstract: An audio device, such as a headphone, can create, maintain and use secure data. The secure data can include an amount of time that the user has used the audio device and/or an amount of time allocated to the user. When the amount of time the user has used the audio device exceeds the amount of time allocated to the user, the audio device can stop emitting the audio. The secure data can also include a hearing profile of the user, which can uniquely identify the user. The secure data associated with the headphone can be encrypted to prevent tampering.

Abstract: A display panel, a fabricating method and a control method thereof and a display device are provided. Display panel includes a display assembly and sound generation assemblies. Display assembly includes a display assembly substrate and pixel components disposed on a side of display assembly substrate. Each sound generation assembly includes a vibrating membrane, an exciter, and a support structure. Support structure is disposed on a side of vibrating membrane and has a cavity. Exciter includes a motion part in contact with vibrating membrane and a drive part disposed in cavity. Drive part drives motion part to vibrate, and motion part vibrates to drive vibrating membrane to vibrate. Display assembly substrate and vibrating membrane are the same structure, and pixel components are disposed on a side of vibrating membrane facing away from support structure. Display device includes the display panel above.

Abstract: A display apparatus includes: a display panel including: a display area configured to display an image, and a non-display area, at least one first sound generator in the display area, and at least one second sound generator in the non-display area, wherein each of the at least one first sound generator and the at least one second sound generator is configured to vibrate the display panel to generate sound toward a front of the display panel.

Abstract: A method is for determining a wearing state of earphones. The method includes determining an onto-ears event or off-ears event experienced by the earphones on the basis of first data indicating motion of the earphones. The method further includes determining a first wearing state of the earphones on the basis of second data indicating proximity of the earphones to a user's skin. The method additionally includes determining the wearing state of the earphones on the basis of the determined onto-ears event or off-ears event and the first wearing state. This increases the accuracy of detection of the wearing state of the earphones. Based on this more accurately determined wearing state, the earphones can switch appropriately between a low power consumption mode and a normal operating mode, thereby improving the energy consumption of the earphones.

Abstract: A computer system for facilitating voice communication within a mixed-reality environment identifies a first location of a first user within a mixed-reality environment. The first user is associated with a first electronic communication device, which is capable of facilitating voice communication between one or more users within the mixed-reality environment. The computer system identifies a second location of a second user within the mixed-reality environment. The second user is associated with a second electronic communication device, which is capable of facilitating voice communication between one or more users within the mixed-reality environment. The computer system determines a vocal distance attribute between the first user and the second user and determines, based upon the vocal distance attribute, a communication state for the first electronic communication device and the second electronic communication device.

Abstract: A system establishes an agent communication with a customer. An agent computer with a first processor and a first memory receives a batch notification identifying a batch of one or more customer records in the agent computer, for communication in the near future. The one or more customer records is associated with one or more customers. A second computer with a second processor and a second memory provides the batch notification identifying the batch of one or more customer records in the agent computer. The system connects the agent with the customer associated with a customer record selected from the batch by the agent.

Abstract: A system and method for managing virtual queues for providing access control. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities and sensors located therein providing queue management, queue analysis, and access control to controlled systems. The queue service is likewise in direct communication with queued persons and provides an access key to a user device which can be used to access the controlled system when certain conditions are met.

Abstract: A system can route calls based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

Abstract: Interactive dialog communication via callbacks is provided by a dialog execution environment executed in response to a selection of a first user interface element in a panel execution environment. The dialog execution environment receives a first set of information including a callback method. A dialog includes a second user interface element selectable to show a second set of information. To obtain this information, the dialog execution environment sends a request for the second set of information to the panel execution environment via the callback method. The panel execution environment sends a request for the second set of information to a server and receives a response including the second set of information. The dialog execution environment receives a response including the second set of information from the panel execution environment and provides the second set of information in a user interface of the dialog.

Abstract: A communication router and hub are provided. In examples, a communication platform enables communication between a customer and a service. Customer information associated with a customer is stored as part of a customer record. The customer record may be associated with the customer using a customer address (e.g., a telephone number or an email address) and/or a communication address associated with the service. Thus, in response to a subsequent communication, the communication platform may identify the customer record based at least in part on the customer address and the service communication address, thereby enabling improved communication routing for incoming and outgoing communications associated with the customer. Additionally, customer information from the customer record may be presented to an experience agent of the service, such that the experience agent is able to better assist the customer.

Abstract: A process of evaluating the expertise of participants during a group call. In operation, an electronic computing device analyzes speech content of participants on a group call to determine a call context associated with the group call. The electronic computing device then assigns an expected expertise score for the participant by correlating the call context with a participant profile and further determines a demonstrated expertise score for the participant as a function of the expected expertise score and a call participation score indicating a duration of time that the participant has spoken during the group call. When the electronic computing device detects that a decision is being made with respect to the call context, the electronic computing device provides a visual or audio output on a corresponding visual or audio output device indicating the demonstrated expertise score of at least one of the participants.

Abstract: A method includes: performing interpolation on a second nonlinear parameter of a speaker based on direct current resistance of the speaker to obtain a third nonlinear parameter of the speaker, where the second nonlinear parameter is a nonlinear parameter preconfigured in the speaker; performing signal compensation on a first input signal of the speaker based on the third nonlinear parameter to obtain a compensated first input signal; and performing filtering on the compensated first input signal to obtain an output signal of the speaker.

Abstract: A system and method for intent-based active callback management using enhanced callback objects, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.

Abstract: A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls and follows customer interactions across multiple channels as a single journey, which monitors synthetic calls for a plurality of failure events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, which assigns a synthetic operational customer satisfaction score for each synthetic call, and which uses machine learning to optimize infrastructure configurations to improve customer satisfaction and sentiment.

Abstract: The disclosure relates to methods of processing a spatial audio signal for generating a compressed representation of the spatial audio signal. The methods include analyzing the spatial audio signal to determine directions of arrival for one or more audio elements; for at least one frequency subband, determining respective indications of signal power associated with the directions of arrival; generating metadata including direction information that includes indications of the directions of arrival of the audio elements, and energy information that includes respective indications of signal power; generating a channel-based audio signal with a predefined number of channels based on the spatial audio signal; and outputting, as the compressed representation, the channel-based audio signal and the metadata.

Abstract: A system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.

Abstract: A system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.

Abstract: The present application is directed toward techniques for behavioral pairing in a task assignment system. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.

Abstract: A system for transitioning a telephony or in-person servicing to and from an artificial intelligence (AI) chat session may receive a phone call from a user device associated with a user, and transmit a voice request for personally identifiable information associated with the user. The system may also receive and authenticate the requested personally identifiable information and, in response, generate an authentication token. The system may further receive a servicing intent from the user device, and generate a corresponding servicing intent token. Also, the system may generate an API call to an AI chatbot model, transmit the authentication token and the servicing intent token to the AI chatbot model, and map the servicing intent token to a stored servicing intent. Finally, the system may transmit a message to the user device via the AI chat session.