Abstract: A system may use multiple speech interface devices to interact with a user by speech. All or a portion of the speech interface devices may detect a user utterance and may initiate speech processing to determine a meaning or intent of the utterance. Within the speech processing, arbitration is employed to select one of the multiple speech interface devices to respond to the user utterance. Arbitration may be based in part on metadata that directly or indirectly indicates the proximity of the user to the devices, and the device that is deemed to be nearest the user may be selected to respond to the user utterance.

Abstract: Systems and methods for creating and managing a breakout conference for a primary conference are disclosed. The system monitors communications between participants of a primary conference to determine if a) participants have a disagreement that needs to be resolved or b) if a topic from the meeting agenda requires additional time for discussion. Participant language, including negations and repetitive word usage, job profiles, body language, overlapping voice signals, among other factors, are monitored to determine if a disagreement exists. If a disagreement exists or additional time is required, the system automatically creates a virtual breakout session, determines the topic that created the disagreement, determines participants associated with the disagreed topic, and moves them to the breakout session.

Abstract: In an example embodiment, a solution is provided that introduces a second level IVR component controlled by a call control service that also controls a first IVR component. Controlling the IVR components using this call control service (which also interfaces with client software operated by a human agent) allows for data collected during the IVR sessions or during a live session with the human agent to be shared among the components. This also acts to eliminate the need for a traditional “transfer” of a call from a human agent to an IVR or vice versa, which would often be accompanied by audible clicks or beeps discernable to the caller.

Abstract: A device renders enhanced audio based on properties of an audio rendering system. For example, audio rendering system information of an audio rendering system associated with the device is used to determine an audio enhancement optimized for the audio rendering system. The OS of the device (e.g., a mobile phone) is queried to determine the audio rendering system information. The audio rendering system information is used to determine an audio enhancement, such as by querying a database storing associations between rendering system information and audio enhancements. The audio enhancement may include, for example, one or more types of audio processing (e.g., subband spatial processing, crosstalk processing, etc.) and particular parameters for the audio processing. The audio enhancement is applied to an audio signal to generate an enhanced audio signal that is provided to the audio rendering system.

Abstract: A system, process, and computer-readable medium for updating an application cache using a stream listening service is described. A stream listening service may monitor one or more data streams for content relating to a user. The stream listening service may forward the content along with time-to-live values to an application cache. A user may use an application to obtain information regarding the user's account, where the application obtains information from a data store and/or cached information from the application cache. The stream listening service, by forwarding current account information, obtained from listening to one or more streams, to the application cache, reduces traffic at the data store by providing current information from the data stream to the application cache.

Abstract: Disclosed herein are systems and methods for determining whether an automated telephone call has been answered by a particular user, a different person, or a voicemail service. In response to determining that the call has been answered by the user, a different person, or a voicemail service, the systems and methods can output different respective messages, initiate messaging to the user via alternate communication paths, or perform other actions.

Abstract: Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.

Abstract: In some implementations, a device may obtain data indicating a client activity, and may determine predictive level scores corresponding to predictive level options associated with the client activity. The device may transmit, to a client device, a selected predictive level option having a highest predictive level score. The device may receive, from the client device, a client query based on a rejection of the selected predictive level option, and may determine intent level scores corresponding to intent level options associated with the client query. The device may identify a selected intent level option having a highest intent level score and may initiate client experience(s) associated with the selected intent level option. The predictive level scores and/or the intent level scores may be determined based on historical training data associated with combinations of client activities, predictive level options, client queries, intent level options, client experiences, and associated success scores.

Abstract: A communication management resource implements an iterative process to derive settings for digital precoder W, analog precoder A, and decode function D with a bandwidth-limited fronthaul link between the application of digital precoder W and the application of analog precoder A. The iterative process includes: for a first instance of digital precoder W and decode function D, optimize an instance of the analog precoder A; and based on the optimized instance of the analog precoder A, optimize a second instance of the digital precoder W and the decode function D. In one implementation, for each iteration of multiple iterations, the communication management resource: i) optimizes an instance of the analog precoder A based on an instance of the digital precoder W and the decode function D, and ii) optimizes an instance of the digital precoder W and the decode function D based on the instance of the analog precoder A.

Abstract: A call conversion tracking system is disclosed that tracks call-based communications initiated from invitational content. Based on the tracking, the call conversion tracking system generates data analytics quantifying the effectiveness of the invitational content's ability to trigger a voice call (e.g., a phone call) and/or other type of voice communication. The system correlates the voice communication data and sales-related data, and associates such data to interactions within the invitational content responsible for driving the call and sale.

Abstract: A communication system for a micro-frontend architecture can include a first message handler associated with a requestor of data and a second message handler associated with a requestee. The requestor can be a wrapper application or a micro-frontend, and the requestee can the other of the wrapper application or the micro-frontend. In response to receiving a data request from the requestor, the first message handler can transmit a request message via a communication channel to the second message handler, where the request message includes a unique identifier assigned to the request. Thereafter, the first message handler can receive a response message from the second message handler via the communication channel, where the response message includes the data and the unique identifier. Based on the unique identifier in the response message, the first message handler can provide the data to the requestor in a response to the request.

Abstract: In one embodiment, a system and method of predicting sale transaction conversion rate of an item operates through a search of information in response to a query over a network. The item can be included in a category of items. Information for other relevant items of the category is available through network query and historical data, among others. Respective information for the other items of the category is available. The system and method includes discovering available information of the item of interest, extracting certain of the available information of the item, analyzing the certain information by comparing the information to other item information, weighting the information for the item in comparison to other items of the category, calculating a predictive score for the item of interest, and presenting the information of the item of interest ranked according to the predictive score as compared to other items of the category.

Abstract: The present disclosure provides a speech processing method. A specific implementation solution is: a terminal device sends at least one speech intention to a server in a process of receiving first speech information, where each speech intention is a speech intention corresponding to a part of speech information in the first speech information; the server acquires response information corresponding to the at least one speech intention; the terminal device sends the first speech information to the server in response to completion of receiving the first speech information; the server acquires a second speech intention corresponding to the first speech information, and sends the response information corresponding to the first speech intention to the terminal device, and the terminal device outputs the response information.

Abstract: A method, system, and computer program product for recognizing, and training to recognize, alphanumeric speech data inputs. The method may include segmenting a data input into a sequential n-gram chunks based on a predetermined rule, where the data input is received through speech recognition. The method may also include receiving metadata regarding characteristics of the data input. The method may also include generating a language model based on the metadata. The method may also include generating a first set of language model variations of the data input. The method may also include training the language model based on at least the first set of language model variations. The method may also include generating one or more alternatives for the data input using the trained language model. The method may also include transmitting an output including the one or more alternatives for the data input.

Abstract: The present disclosure provides, among other things, methods and systems of managing a first channel, including: receiving a request for a communication session on the first channel; determining that a monitored attribute of the communication session has met a first threshold; comparing, by a channel change analysis, a first performance measure of the first channel with a second performance measure of a second channel; and managing a channel change based on the determining and the channel change analysis.

Abstract: A method for identifying communicators as wanted or unwanted based on messages from such communicators comprising receiving, by the data processing system, an inbound message from a communicator, comparing, by the data processing system, the inbound message to fingerprints stored in a database accessible to the data processing system, determining, by the data processing system, at least one match to the fingerprints, determining, by the data processing system, an identity of the communicator by determining whether and how likely the communicator is wanted or unwanted based on the at least one match to the fingerprints, and configuring, by the data processing system, handling of calls from the communicator based on the identity.

Abstract: A device monitors a communication between a user associated with a user device and a service representative associated with a service representative device, and causes a natural language processing model to perform a natural language processing analysis of a user input of the communication to identify a topic associated with the communication. The device determines a first score associated with the topic, and determines a second score associated with enabling the communication, where the first score and second score indicate a service performance score of an entity. The device causes a sentiment analysis model to perform a sentiment analysis of the communication to determine a sentiment score indicating a level of satisfaction the user has relative to the topic. The device updates a transaction protocol associated with the topic based on the service performance score, and/or updates a communication processing protocol associated with the communication based on the sentiment score.

Abstract: A computing device may represent dialog for output by a chatbot as a response graph. The graph may consist of nodes and edges, both of which may have attributes. The graph may be linked with another graph. There may be one or more traversal paths through the graph. The computing device may represent each traversal path as a row in a database table. Each column in the table row may correspond to: one or more nodes in the traversal path, a condition value, weight, and/or other filtering condition. A computing device may display a graphical user interface that allows a user to add, edit, and/or delete nodes and/or edges of the graph. The user interface may also allow the user to compare two or more graphs. The user interface may generate visualizations of traversal paths of a response graph.

Abstract: A system and method for registering a new device for a voice assistant service. The method, performed by a server, of registering a new device for a voice assistant service includes: comparing functions of a pre-registered device with functions of the new device; identifying functions corresponding to the functions of the pre-registered device among the functions of the new device, based on the comparison; obtaining pre-registered utterance data related to at least some of the identified functions; generating action data for the new device based on the identified functions and the pre-registered utterance data.

Abstract: A method of obtaining and automatically providing secure authentication information includes registering a client device over a data line, storing information and a changeable value for authentication in subsequent telephone-only transactions. In the subsequent transactions, a telephone call placed from the client device to an interactive voice response server is intercepted and modified to include dialing of a delay and at least a passcode, the passcode being based on the unique information and the changeable value, where the changeable value is updated for every call session. The interactive voice response server forwards the passcode and a client device identifier to an authentication function, which compares the received passcode to plural passcodes generated based on information and iterations of a value stored in correspondence with the client device identifier. Authentication is confirmed when a generated passcode matches the passcode from the client device.

Abstract: A system and method for optimizing callback times to increase the success rate of callbacks while managing overflow of calls to alternate sites when callbacks are unsuccessful. The system and method use a pacing algorithm to determine when callbacks are likely to be successful from a preferred contact site, routing to alternate callback sites when callbacks are unsuccessful, and preferences for re-routing back to the preferred site when a callback is successful and the agent with whom the caller has interacted previously is available.

Abstract: The present disclosure describes a system, method, and computer-readable medium for providing audio announcement of communications to a called party in a communication network. The method includes receiving communication from a calling party and performing a lookup of information relating to the calling party in a database via an Internet Protocol connection based on an identifier of at least one of the calling party and the called party. The information comprises one or more audio files. The method then provides the audio announcement to a called party based on the audio files.

Abstract: A computer-implemented method for managing a memory in a network, to which, in particular, a unit for detecting or preventing undesirable network intrusions is assigned. A first message is received by a user of the network, and it is randomly decided whether or not the first message is to be stored in the memory. Depending on the random decision, the first message is stored or is not stored in the memory.

Abstract: The subject matter of this specification can be embodied in, among other things, a method that includes receiving geographical information derived from a non-verbal user action associated with a first computing device. The non-verbal user action implies an interest of a user in a geographic location. The method also includes identifying a grammar associated with the geographic location using the derived geographical information and outputting a grammar indicator for use in selecting the identified grammar for voice recognition processing of vocal input from the user.

Abstract: A device, system and method for modifying actions associated with an emergency call is provided. A mobile device operates a virtual assistant application, which connects to an emergency call that includes a dispatcher and a caller communicating on the emergency call. The mobile device monitors, using the virtual assistant application, the emergency call to determine context information of the emergency call. The mobile device receives, at the virtual assistant application, sensor data from sensors associated with the mobile device. The mobile device correlates, using the virtual assistant application, the context information with the sensor data. The mobile device causes, using the virtual assistant application, a modification of an action associated with the emergency call based on a correlation between the context information with the sensor data.

Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (ii) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa; (iii) retrieving from the ranked clusters, a list of fraudsters; and (iv) transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.

Abstract: An information processing apparatus includes a collecting unit that collects data from communication devices, a receiving unit that receives a selection condition, a selecting unit that selects a piece of data from the collected data based on the selection condition received by the receiving unit, and an output unit that outputs the selected piece of data to a subsequent processing unit.

Abstract: Methods, systems, and apparatus for an automated calling system are disclosed. Some implementations are directed to using a bot to initiate telephone calls and conduct telephone conversations with a user. The bot may be interrupted while providing synthesized speech during the telephone call. The interruption can be classified into one of multiple disparate interruption types, and the bot can react to the interruption based on the interruption type. Some implementations are directed to determining that a first user is placed on hold by a second user during a telephone conversation, and maintaining the telephone call in an active state in response to determining the first user hung up the telephone call. The first user can be notified when the second user rejoins the call, and a bot associated with the first user can notify the first user that the second user has rejoined the telephone call.

Abstract: Methods and computing devices configured to implement the methods for authenticating processing devices on a system on chip (SoC) for encrypted communication. An SoC may include a plurality of memories configured to store equivalent ephemeral shared data sets. A first processing device of the SoC may select first elements from a first ephemeral shared data set, generate a rule set indicating the first elements, send the rule set to a second processing device of the SoC, and generate a first result based on the first elements. The second processing device may receive the rule set, select second elements from a second ephemeral shared data set, generate a second result based on the second elements, and send the second result to the first processing device. The first processing device may receive the second result and authenticate the second processing device based on a comparison of the first and second results.

Abstract: A context-driven voice-control system and method for enabling users to control customer service activities related to live broadcast programming, recorded programming, streaming programming, and on-demand programming using vocal selection by the user. The context-driven voice-control system and method may also enable users to control one or more of account management activities using vocal selection by the user, authentication to authorize changes to their account using vocal selection by the user, and troubleshooting of equipment and system capabilities using vocal selection by the user. The context-driven voice-control system and method dynamically generates and presents a list of available control and support pathways to a user based on the user attributes and the voice control requests.

Abstract: A method for coordinating actions between an audio channel and a synchronized non-audio channel includes receiving an indication of a start of a session associated with a user and having an audio channel that is synchronized with a non-audio channel. Thereafter, repeated determinations are made as to whether a prompt on the non-audio channel has been received from the user. In response to each determination that the prompt on the non-audio channel has not been received from the user, a signal is sent to cause an inaudible output on the audio channel to the user. In response to a determination that the prompt on the non-audio channel has been received from the user, an audible output is selected based on an activity by the user on the non-audio channel, and a signal is sent to cause the audible output to be output on the audio channel.

Abstract: A system and method for an interactive digitally rendered avatar of a subject person is described. In one embodiment, a method of providing an interactive digital avatar of a subject person includes transmitting a video featuring a subject person to a plurality of users via a first communication format. The method also includes receiving, from at least one user of the plurality of users, a request to initiate an interactive session with an avatar of the subject person. The method further includes engaging in the interactive session between the avatar of the subject person and the at least one user via a second communication format that is different than the first communication format.

Abstract: Automated assistant responses may be assembled and/or evaluated to address privacy concerns. A free-form natural language input may be received from a first user and may include a request for information pertaining to a second user. Multiple data sources may be identified that are accessible by an automated assistant to retrieve data associated with the second user. The multiple data sources may collectively include sufficient data to formulate a natural language response to the request. Respective privacy scores associated with the multiple data sources may be used to determine an aggregate privacy score associated with responding to the request. The natural language response may then be output at a client device operated by the first user in response to a determination that the aggregate privacy score associated with the natural language response satisfies a privacy criterion established for the second user with respect to the first user.

Abstract: A system includes a sensor for sensing an outdoor environment weather condition of an outdoor environment, a processor, and a memory module communicatively coupled to the processor, the memory module including one or more processor-readable instructions that when executed, cause the processor to determine an expected departure time, determine the outdoor environment weather condition from data received from the sensor, and send a request for user input to a remote device, the request including a user input selector to initiate at least one climate control system based on one or more of the expected departure time and the outdoor environment weather condition.

Abstract: Systems and methods for managing models for call data are disclosed. For example, the system may include one or more memory units storing instructions and one or more processors configured to execute the instructions to perform operations. The operations may include receiving, from a user device, an input indicating a segment of a first recorded call and an attribute associated with the segment. The operations may include determining a parameter of a model, wherein the model is associated with the attribute. The operations may include changing the parameter based on the input. The operations may include generating an updated model based on the changed parameter, wherein the updated model may be configured to analyze recorded calls having one or more segments with the same attribute.

Abstract: Disclosed embodiments may include a method that includes receiving profile data associated with a user, the profile data comprising a first phone number, receiving browsing data from a user device associated with the user, storing the browsing data with a store time, receiving a phone call from the first phone number at a call time, identifying the user from the first phone number, retrieving the browsing data, determining whether the store time is within a time threshold of the call time and whether the browsing data comprises trigger data. When the browsing data comprises the trigger data and the store time is within the time threshold of the call time, generate a customized audio IVR menu based on the browsing data and present the customized audio IVR menu to the user over the phone call.

Abstract: Systems and methods provide for a network test that by capturing in-phase values of a reflected signal off a transmission medium or irregularity therein. The in-phase values are converted to time-domain, which is then halved and converted back to the frequency domain to identify calculated quadrature values associated with the measured in-phase values. The measured in-phase values and calculated quadrature values may be used to determine impedance reflection/transmission characteristics of transmission medium or an irregularity therein. The measured in-phase values and calculated quadrature values may be used to determine if the transmission medium is minimum phase.

Abstract: System and method for migration of a legacy datastore include converting legacy datastore information from the legacy datastore to a target database system information. The target database system information belongs to a target database management system. A legacy datastore call is mapped to a data manipulation language (DML) statement. The legacy datastore call requests the legacy datastore information. Scripting language for the target database management system is generated using the DML statement.

Abstract: This disclosure describes techniques for establishing a voice authentication credential for an authenticated user of a mobile device. In one example, a system comprises an IVR system and a computing system, where the computing system comprises processing circuitry configured to: receive, over a network, authentication data from a mobile device; authenticate, based on the authentication data, a user operating the mobile device; output, over the network and to the mobile device, instructions for communicating with the IVR system; after outputting the instructions, receive, from the IVR system, information indicating that the mobile device, operated by the user, has contacted the IVR system; communicate with the IVR system to authenticate the user of the mobile device, receive, from the IVR system, a voiceprint created by the user of the mobile device; store the voiceprint as an authentication credential for the user of the mobile device.

Abstract: Updating a voice template for recognizing a speaker on the basis of a voice uttered by the speaker is disclosed. Stored voice templates indicate distinctive characteristics of utterances from speakers. Distinctive characteristics are extracted for a specific speaker based on a voice message utterance received from that speaker. The distinctive characteristics are compared to the characteristics indicated by the stored voice templates to selected a template that matches within a predetermined threshold. The selected template is updated on the basis of the extracted characteristics.

Abstract: Cloud-based assistive services for use in telecommunications and on premise devices are disclosed herein. An example method includes: operating in a monitoring state to actively monitor for a first predetermined action, receiving an audio stream based on communications between a first party and a second party, identifying the first predetermined action, establishing one- or two-way communications with any of the first party or the second party in response to the first predetermined action, determining a request for the intelligent personal assistant service in the one- or two-way communications, generating a result by the intelligent personal assistant service, the result being responsive to the request, providing the result to any of the first party and the second party, receiving a second predetermined action from any of the first party and the second party, and returning the intelligent personal assistant service to the monitoring state based on the second predetermined action.

Abstract: Aspects of the subject disclosure may include, for example, embodiments for presenting a group of advertisements within media content by a software application on a display communicatively coupled to the communication device resulting in a presentation of the group of advertisements, and operating a virtual assistant application simultaneously with the software application. Further embodiments include detecting voice input from a user associated with the communication device using a voice recognition technique utilized by the virtual assistant application, identifying first user data based on the voice input associated with a group of advertising entities associated with the group of advertisements, and obtaining information regarding the group of advertising entities based on the first user data. Additional embodiments include determining a group of recommended actions according to the information regarding the group of advertising entities, and providing the user with the group of recommended actions.

Abstract: A system and method are presented for providing a contextual summary of an interaction between a first party and a second party over a media channel in an interaction transfer to a third party. A request is received to transfer an interaction to the third party, the request being triggered from the interaction. A text transcript of the interaction is obtained. The text transcript is processed to obtain the contextual summary and metadata, which is provided to the third party for handling the interaction with the interaction transfer. The contextual summary is provided by a contextual summarizer, which comprises a custom plurality of application programming interfaces (APIs). The plurality of APIs comprises at least one of: a text summarizer API, a churn predictor API, a sentiment analysis API, a next best action API, and an interaction reference detector API.

Abstract: Described herein is a system for enabling a user to multitask by allowing a user to pause or interrupt an on-going interaction with a skill. The system monitors a state of a skill session, and updates the state to allow the user or system to suspend the session. The user may provide an instruction to pause an active session, causing the system to place the session in a suspended state. The user may then provide an instruction to resume the suspended session, causing the system to place the session in an active state. In other cases, the user input may be a request during an active session that requires invoking another skill. The system may place the current session in a suspended state, and invoke a second skill session to monitor the interaction with a second skill. When the interaction with the second skill is completed, the system may resume the previous session by placing it in an active state.

Abstract: An object recognition method is provided. The method includes obtaining speech information of a target object in a current speech environment and position information of the target object; extracting voiceprint feature from the speech information based on a trained voiceprint matching model, to obtain voiceprint feature information; obtaining a voice confidence value corresponding to the voiceprint feature information; and obtaining an object recognition result of the target object based on the voice confidence value, the position information, and the voiceprint feature information.

Abstract: A contact center system can receive audio messages. The system can review audio messages by identifying phoneme strings within the audio messages associated with a characteristic. A phoneme can be a component of spoken language. Identified phoneme strings are used to analyze subsequent audio messages to determine the presence of the characteristic without requiring human analysis. Thus, the identification of phoneme strings then can be used to determine a characteristic of audio messages without transcribing the messages.

Abstract: The present invention relates to an electronic device and a payment method using the same. The electronic device comprises at least a processor, memory, and touch screen display, the memory storing a call application including a first user interface, a payment application, and instructions which cause the processor to: display the first user interface of the call application on the touch screen display; receive a phone number or indication of the phone number through the first user interface from a user; request a call connection to the phone number; receive data associated with to the phone number from a first server while the request is being made, the data including a currently available item; display the item on an interface while the request is being made; display an input button associated with the payment application; receive an input selecting the input button; and execute the payment application.

Abstract: Systems and methods for timer visualization are disclosed. A device, such as a voice-controlled device, may not have means of visually displaying a timer and/or the progression of a timer. The device may send timer data to an accessory device, which may be configured to provide one or more visual indications of the timer set via the device as well as the progression of the timer. Multiple timers may be sent and differing visual indications may be displayed to show the multiple timers and/or attributes associated with the timers, such as the location of the device in an environment, the user profile associated with the setting of the timer, and/or the state of the device.

Abstract: A device may receive a set of audio data files corresponding to a set of calls, wherein the set of audio data files includes digital representations of one or more segments of respective calls of the set of calls, and wherein the set of calls includes audio data relating to a particular industry. The device may receive a set of transcripts corresponding to the set of audio data files. The device may determine a plurality of text-audio pairs within the set of calls, wherein a text-audio pair, of the plurality of text-audio pairs, comprises: a digital representation of a segment a call of the set of calls, and a corresponding excerpt of text from the set of transcripts. The device may train, using a machine learning process, an industry-specific text-to-speech model, tailored for the particular industry, based on the plurality of text-audio pairs.

Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (ii) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa; (iii) retrieving from the ranked clusters, a list of fraudsters; and (iv) transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.