Abstract: Example solutions for voice biometrics for anonymous identification and personalization capture an audio signal containing voice signal from a speaker. A plurality of unlabeled voiceprints are stored that are each associated with an anonymous label. The speaker's voice signal is recognized as matching one of the unlabeled voiceprints, enabling identification of the associated anonymous label. Historical information associated with the identified anonymous label is used to generate an alert specific to the speaker. Example practical applications include leveraging a customer relations management (CRM) interaction record to provide a personalized experience to the speaker and providing a warning to a user that the speaker is on a watchlist. These and other practical applications are possible, even though the speaker's identity may be unknown, and the speaker has not enrolled in a voice biometric system. Solutions for generating the unlabeled voiceprints are also disclosed.

Abstract: There is provided a method that includes obtaining data that describes (a) a situation, (b) a gesture for a response to the situation, (c) a prompt to accompany the response, and (d) a gestural annotation for the response, and utilizing a conversational machine learning technique to train a natural language understanding (NLU) model to address the situation, based on the data.

Abstract: A method, computer program product, and computing system for enabling usage of a conversational application by a plurality of users; gathering usage data concerning usage of the conversational application by the plurality of users; defining a visual representation of the conversational application; and overlaying the usage data onto the visual representation of the conversational application to generate visual traffic flow data.

Abstract: An ambient listening system, includes: an ambient device configure to listen to a conversation between a customer and a sales agent regarding at least one of a desired service and a desired product, and generate an audio stream of the conversation and a unique identifier for the customer; a voice biometrics service module configure to perform at least one of i) identification of the customer based on the audio stream, and ii) voiceprint enrollment of the customer's voice based on the audio stream and the unique identifier for the customer; a business logic module configured to generate at least one business logic output based on at least one of customer's intent and entity extracted from the audio stream; and an automation platform configured to automate, based on the business logic output, the sales agent's workflow related to at least one of customer record, the desired service and the desired product.

Abstract: There is provided a method that includes (a) obtaining context information that is associated with a physical object, and is related to a context concerning the physical object, (b) searching a database for resultant information, based on the context information, (c) extracting and inferencing intents and entities, from the context information and the resultant information, (d) providing the intents and entities to a virtual assistant, and (e) facilitating a conversation between the virtual assistant and a user.

Abstract: A method of enabling a virtual assistant (VA) serving a user to dynamically acquire contextual information regarding digital media environment accessed by a user includes: extracting, by an analysis engine, the contextual information dynamically from at least one of media content accessed by the user and webpage content accessed by the user; and injecting, by the analysis engine, the extracted contextual information into a VA memory to serve the user. The analysis engine is configured to analyze the extracted contextual information using at least one machine learning (ML) model. The extracted contextual information includes at least one of topics, intents, entities, sentiments, and products of interest. The at least one ML model includes at least one of Automatic Speech Recognition (ASR), Natural Language Understanding (NLU), speaker diarization, sentiment analysis on media streams, and web analytics for product focus.

Abstract: A method, computer program product, and computing system for enabling usage of a conversational application by a plurality of users; gathering usage data concerning usage of the conversational application by the plurality of users; defining a visual representation of the conversational application; and overlaying the usage data onto the visual representation of the conversational application to generate visual traffic flow data.

Abstract: According to at least one aspect, a system for remotely controlling an application installed on a device is provided. The system includes at least one processor and at least one computer-readable storage medium storing instructions which program the at least one processor to identify a task for the application installed on the device to perform, transmit a binary short message service (SMS) message to the device including a task code associated with the identified task, receive an information request from the device responsive to the binary SMS message, and transmit task information to the device responsive to receiving the information request.

Abstract: A method, computer program product, and computing system for enabling usage of a conversational application by a plurality of users; gathering usage data concerning usage of the conversational application by the plurality of users; defining a visual representation of the conversational application; and overlaying the usage data onto the visual representation of the conversational application to generate visual traffic flow data.

Abstract: A method, computer program product, and computing system for enabling usage of a conversational application by a plurality of users; gathering usage data concerning usage of the conversational application by the plurality of users; defining a visual representation of the conversational application; and overlaying the usage data onto the visual representation of the conversational application to generate visual traffic flow data.

Abstract: A method, computer program product, and computing system for automatically generating a dialogue graph is executed on a computing device and includes receiving a plurality of conversation data. A plurality of utterance pairs from the plurality of conversation data may be clustered into a plurality of utterance pair clusters. A dialogue graph may be generated with a plurality of nodes representative of the plurality of utterance pair clusters.

Abstract: A method, computer program product, and computing system for automatically generating a dialogue graph is executed on a computing device and includes receiving a plurality of conversation data. A plurality of utterance pairs from the plurality of conversation data may be clustered into a plurality of utterance pair clusters. A dialogue graph may be generated with a plurality of nodes representative of the plurality of utterance pair clusters.

Abstract: A system for processing user requests provides for recommending products or services for an agent to offer a customer or potential customer. The system classifies a user request by an intent, and presents documentation to assist the agent in handling the request. The system further parses the user request to detect life events experienced by the user that may raise the prospect of the user's interest in other products or services. Based on the detected life events, a number of offers are presented to an agent for recommendation to the user.

Abstract: According to at least one aspect, a system for remotely controlling an application installed on a device is provided. The system includes at least one processor and at least one computer-readable storage medium storing instructions which program the at least one processor to identify a task for the application installed on the device to perform, transmit a binary short message service (SMS) message to the device including a task code associated with the identified task, receive an information request from the device responsive to the binary SMS message, and transmit task information to the device responsive to receiving the information request.

Abstract: An automated system processes customer requests and interactions with a customer service representative. During such interactions, the representative's actions at a computer interface are monitored, and the dialog between the customer and representative are recorded. Based on the dialog and the actions, a script is created or updated for a given request, where the script encompasses a dialog tree and actions relating to the customer's account. When a subsequent customer submits the same or a comparable request, an automated agent utilizes the script to handle the request. Using the script, the automated agent performs a dialog with the customer, accesses the customer account, and updates the account in accordance with the request.

Abstract: An automated system processes customer requests and interactions with a customer service representative. During such interactions, the representative's actions at a computer interface are monitored, and the dialog between the customer and representative are recorded. Based on the dialog and the actions, a script is created or updated for a given request, where the script encompasses a dialog tree and actions relating to the customer's account. When a subsequent customer submits the same or a comparable request, an automated agent utilizes the script to handle the request. Using the script, the automated agent performs a dialog with the customer, accesses the customer account, and updates the account in accordance with the request.