Abstract: Methods and systems for performing a pre-staged transaction, such as a cash withdrawal by a user or a user's surrogate, employ a host server that receives pre-staged ATM transaction data via a first communication channel from a user's mobile device and sends a first unique authentication token via a second communication channel to the user's mobile device processor. An ATM processor receives entry of a pre-staged ATM transaction request and the first unique authentication token and sends the entered pre-staged ATM transaction request and first unique authentication token to the host server for validation, which validates the received pre-staged ATM transaction input data and the entered first unique authentication token.

Abstract: Methods and systems for performing a pre-staged transaction, such as a cash withdrawal by a user or a user's surrogate, employ a host server that receives pre-staged ATM transaction data via a first communication channel from a user's mobile device and sends a first unique authentication token via a second communication channel to the user's mobile device processor. An ATM processor receives entry of a pre-staged ATM transaction request and the first unique authentication token and sends the entered pre-staged ATM transaction request and first unique authentication token to the host server for validation, which validates the received pre-staged ATM transaction input data and the entered first unique authentication token.

Abstract: A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation to live support if it appears necessary.

Abstract: Training for a multimodal user interface may be organized into a plurality of modules. In embodiment, modules may include data corresponding to a “Push to Talk” tool, a set of data corresponding to navigation through a graphic user interface via voice input, and a set of data corresponding to entering data into a graphic user interface via voice input. Such training may be implemented in a variety of manners, including those which utilize data stored on a computer readable medium. Also, the structure and content of training may be streamlined and directed towards teaching a user to operate a multimodal user interface in an adequate manner. The structure and content of training may be configured to work in conjunction with the operation of a multimodal user interface being used in a real-time setting.

Abstract: Training for a multimodal user interface may be organized into a plurality of modules. In embodiment, modules may include data corresponding to a “Push to Talk” tool, a set of data corresponding to navigation through a graphic user interface via voice input, and a set of data corresponding to entering data into a graphic user interface via voice input. Such training may be implemented in a variety of manners, including those which utilize data stored on a computer readable medium. Also, the structure and content of training may be streamlined and directed towards teaching a user to operate a multimodal user interface in an adequate manner. The structure and content of training may be configured to work in conjunction with the operation of a multimodal user interface being used in a real-time setting.

Abstract: Grammars for interactive voice response systems using natural language understanding can be created using information which is available on websites. These grammars can be created in automated manners and can have various tuning measures applied to obtain optimal results when deployed in a customer contact environment. These grammars can allow a variety of statements to be appropriately handled by the system.

Abstract: A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation.

Abstract: Methods and apparatus for controlling and retrieving messages from multiple voice mail systems used by a single individual are described. A voice messaging retrieval and forwarding (VMRAF) system checks a subscriber's voice message systems for messages, retrieves the messages and forwards them to the subscriber as attachments to E-mail files. E-mail replay messages are used to control deleting of the messages from the original systems. Prompt messages played to callers by different voice messaging systems before they leave a message can be updated automatically. This is done by indicating to the VMRAF system when one or more prompt messages are to be updated and which messages, from a set of prerecorded messages, are to be loaded into the voice message systems to replace the existing prompt messages. Accordingly, the VMRAF system facilities message retrieval and the updating of prompt messages, e.g., on a preselected schedule or at preselected times.

Abstract: A user interface for a customer service application can be created and supported such that the user of the customer service application can utilize that application through a variety of modalities. Further, an interface can be supported in such a manner that certain tasks to be performed using that interface are streamlined, which may take place in combination with the enabling of multi-modality interaction.

Abstract: SMDI messages are used by the SMDI message server to generate either E-mail notifications of received messages which are forwarded to a user of the VMS or to supply VMS message status information to a voice message retrieval and forwarding system using IP messaging instead of SMDI FSK or PSK signaling. SMDI messages between a stored program controlled switching system, e.g., C.O. switch, and a voice message system are monitored by the SMDI message server of the present invention, e.g., by inserting a Tee into the SMDI link between the C.O. switch and VMS. The SMDI message server uses the directory number information and/or a message line identifier included in a received SMDI message to identify a subscriber or voice message retrieval and forwarding system which should be notified of the received SMDI message information.

Abstract: Methods and apparatus for controlling and retrieving messages from multiple voice mail systems used by a single individual are described. A voice messaging retrieval and forwarding (VMRAF) system checks a subscriber's voice message systems for messages, retrieves the messages and forwards them to the subscriber as attachments to E-mail files. E-mail replay messages are used to control deleting of the messages from the original systems. Prompt messages played to callers by different voice messaging systems before they leave a message can be updated automatically. This is done by indicating to the VMRAF system when one or more prompt messages are to be updated and which messages, from a set of prerecorded messages, are to be loaded into the voice message systems to replace the existing prompt messages. Accordingly, the VMRAF system facilities message retrieval and the updating of prompt messages, e.g., on a preselected schedule or at preselected times.

Abstract: Interfacing to and controlling POTS line conditioning devices using a Voice Interface Unit (VIU) are described. Technicians perform tests and checks while a POTS line is in a conditioned state. The VIU provides a centralized voice input/voice output interface allowing technicians to identify and request various conditioning options using speech. The VIU identifies a line conditioning unit to be used to test a line corresponding to a phone number via a database lookup. The VIU controls the identified line conditioning unit to connect to the POTS line. The VIU provides the technician with an easy to use voice input/output universal interface irrespective of the particular manufacturer/model of line conditioning device by performing conversions to the various protocols and instruction sets used by different manufactures. The VIU includes individual security controls and multiple access levels. The VIU may include load/simulator, call back, and keypad test capability.

Abstract: Methods and apparatus for implementing communication services such as voice dialing services are described. In one Centrex based voice dialing embodiment, voice dialing service subscribers are given access to personal voice dialing records including calling entries via the Internet as well as via telephone connections. Each calling entry normally includes the name and, optionally nickname, of a party to be called. It also includes one or more telephone numbers associated with each name. Different telephone number identifies, e.g. locations, can be associated with different names. A user can create or update entries in a voice dialing directory using text conveyed over the Internet or speech supplied via a telephone connection. In order to facilitate updating and maintenance of voice dialing directories over the Internet speaker independent (SI) speech recognition models are used.

Abstract: Methods and apparatus for implementing communication services such as voice dialing services are described. In one Centrex based voice dialing embodiment, voice dialing service subscribers are given access to personal voice dialing records including calling entries via the Internet as well as via telephone connections. Each calling entry normally includes the name and, optionally nickname, of a party to be called. It also includes one or more telephone numbers associated with each name. Different telephone number identifies, e.g. locations, can be associated with different names. A user can create or update entries in a voice dialing directory using text conveyed over the Internet or speech supplied via a telephone connection. In order to facilitate updating and maintenance of voice dialing directories over the Internet speaker independent (SI) speech recognition models are used.

Abstract: Methods and apparatus for implementing communication services such as voice dialing services are described. In one Centrex based voice dialing embodiment, voice dialing service subscribers are given access to personal voice dialing records including calling entries via the Internet as well as via telephone connections. Each calling entry normally includes the name and, optionally nickname, of a party to be called. It also includes one or more telephone numbers associated with each name. Different telephone number identifies, e.g. locations, can be associated with different names. A user can create or update entries in a voice dialing directory using text conveyed over the Internet or speech supplied via a telephone connection. In order to facilitate updating and maintenance of voice dialing directories over the Internet speaker independent (SI) speech recognition models are used.

Abstract: Methods and apparatus for implementing communication services such as voice dialing services are described. In one Centrex based voice dialing embodiment, voice dialing service subscribers are given access to personal voice dialing records including calling entries via the Internet as well as via telephone connections. Each calling entry normally includes the name and, optionally nickname, of a party to be called. It also includes one or more telephone numbers associated with each name. Different telephone number identifies, e.g. locations, can be associated with different names. A user can create or update entries in a voice dialing directory using text conveyed over the Internet or speech supplied via a telephone connection. In order to facilitate updating and maintenance of voice dialing directories over the Internet speaker independent (SI) speech recognition models are used.

Abstract: Methods and apparatus for activating telephone services in response to speech are described. A directory including names is maintained for each customer. A speaker dependent speech template and a telephone number for each name, is maintained as part of each customer's directory. Speaker independent speech templates are used for recognizing commands. The present invention has the advantage of permitting a customer to place a call by speaking a person's name which serves as a destination identifier without having to speak an additional command or steering word to place the call. This is achieved by treating the receipt of a spoken name in the absence of a command as an implicit command to place a call. Explicit speaker independent commands are used to invoke features or services other than call placement. Speaker independent and speaker dependent speech recognition are performed on a customer's speech in parallel.

Abstract: Methods and apparatus for activating telephone services in response to speech are described. A directory including names is maintained for each customer. A speaker dependent speech template and a telephone number for each name, is maintained as part of each customer's directory. Speaker independent speech templates are used for recognizing commands. The present invention has the advantage of permitting a customer to place a call by speaking a person's name which serves as a destination identifier without having to speak an additional command or steering word to place the call. This is achieved by treating the receipt of a spoken name in the absence of a command as an implicit command to place a call. Explicit speaker independent commands are used to invoke features or services other than call placement. Speaker independent and speaker dependent speech recognition are performed on a customer's speech in parallel.

Abstract: Speaker verification is performed by computing principal components of a fixed text statement comprising a speaker identification code and a two-word phrase, and principal spectral components of a random word phrase. A multi-phrase strategy is utilized in access control to allow successive verification attempts in a single session, if the speaker fails initial attempts. Based upon a verification attempt, the system produces a verification score which is compared with a threshold value. On successive attempts, the criterion for acceptance is changed, and one of a number of criteria must be satisfied for acceptance in subsequent attempts. A speaker normalization function can also be invoked to modify the verification score of persons enrolled with the system who inherently produce scores which result in denial of access. Accuracy of the verification system is enhanced by updating the reference template which then more accurately symbolizes the person's speech signature.

Abstract: Methods and apparatus for activating telephone services in response to speech are described. A directory including names is maintained for each customer. A speaker dependent speech template and a telephone number for each name, is maintained as part of each customer's directory. Speaker independent speech templates are used for recognizing commands. The present invention has the advantage of permitting a customer to place a call by speaking a person's name which serves as a destination identifier without having to speak an additional command or steering word to place the call. This is achieved by treating the receipt of a spoken name in the absence of a command as an implicit command to place a call. Explicit speaker independent commands are used to invoke features or services other than call placement. Speaker independent and speaker dependent speech recognition are performed on a customer's speech in parallel.