Abstract: A contact center system correlates one or more past user interactions to a current user interaction with the contact center system. The current user interaction may in some cases use a different communication modality (e.g., chat, voice, video, SMS, email, or social) than a past user interaction. The contact center system may automatically alert a supervisor agent when the system detects that a certain user warrants more attention. Real-time assistance may be provided to an agent of the contact center system based on aggregated data from a user's history of user interactions across modalities.

Abstract: A system is provided for real-time fraud detection with a fraudster voice print watchlist of repetitive fraudster phrases. The system includes a processor and a computer readable medium operably coupled thereto, to perform fraud prevention operations which include detecting a voice communication session having an audio signal of a user, accessing the fraudster voice print watchlist comprising a plurality of fraudster voice prints of the repetitive fraudster phrases, generating a voice print of the user using the audio signal, monitoring the user for real-time fraud detection using the fraudster voice print watchlist and the voice print of the user, and determining, based on the monitoring, whether the voice print of the user meets or exceeds a scoring threshold for matching with one or more of the plurality of fraudster voice prints from the fraudster voice print watchlist during the voice communication session.

Abstract: Methods, systems, and apparatuses are described for identifying potential identity fraud by tracking a user's typical communication patterns. If a new communication is received from someone who purports to be a trusted user, but the communication exhibits communication traits that are not typical for the user, additional identity fraud prevention steps may be taken.

Abstract: Methods and systems described in this disclosure are directed to authentication of calling parties. The authentication of calling parties applies to simultaneous voice and/or data communications with multiple parties over multiple electronic mediums including a variety of electronic devices. A user can continue to maintain a data exchange session with a representative of an entity offering the goods or services of interest to the user across more than one user device. In some embodiments, a user can invite other parties in a multi-party call involving the user and the representative. Various embodiments for multi-party and multi-device authentication mechanisms are described herein. In some embodiments, the system calculates an estimated call waiting time for a user to speak with the representative.

Abstract: Participants may use one or more devices for engaging in a meeting, such as phones, conferencing devices, and/or computers. The devices include microphones that capture speech for determining the presence of distinct participants. Speech signals originating from different participants, or microphones, may be determined and associated with the participants. For example, microphones may be directional and more sensitive to sound coming from one or more specific directions than sound coming from other directions. By associating an individual with a microphone, or set of microphones, overlapping voices may be disambiguated to provide clear voice streams that aid in producing a clear transcript indicating the speech of the participants, respectively. An identity of the participants may be determined using voiceprint and/or voice recognition techniques.

Abstract: A method, computer system, and computer program product for processing a secure data phone request are provided. The embodiment may include receiving a plurality of user responses to one or more security questions. The embodiment may also include identifying, during a phone call, a request for sensitive information by a call participant. The embodiment may further include identifying a response within the plurality of received user responses that satisfies the identified request. The embodiment may also include transmitting the identified response to the call participant.

Abstract: Systems and processes for operating an intelligent automated assistant are provided. An example method includes receiving, from one or more external electronic devices, a plurality of speaker profiles for a plurality of users; receiving a natural language speech input; determining, based on comparing the natural language speech input to the plurality of speaker profiles: a first likelihood that the natural language speech input corresponds to a first user of the plurality of users; and a second likelihood that the natural language speech input corresponds to a second user of the plurality of users; determining whether the first likelihood and the second likelihood are within a first threshold; and in accordance with determining that the first likelihood and the second likelihood are not within the first threshold: providing a response to the natural language speech input, the response being personalized for the first user.

Abstract: Systems and methods are provided for automatically responding to network connectivity issues in a media stream. One example method includes transmitting, from a first computing device, a media stream to one or more secondary computing devices. A network connectivity issue between the first computing device and one or more of the secondary computing devices is detected. If a network connectivity issue is detected, a notification is transmitted to one or more of the secondary computing devices.

Abstract: Embodiments of this application disclose a payment method, a client, an electronic device, a storage medium, and a server. The method includes: receiving a payment instruction of a user; generating, according to audio information in a voice input of the user, a voice feature vector of the audio information; performing matching between the voice feature vector and a user feature vector; and when the matching succeeds, sending personal information associated with the user feature vector to a server, so that the server performs a payment operation for a resource account associated with the personal information. The method can bring convenience to shopping by a consumer.

Abstract: This document describes a data processing system for processing a speech signal for voice-based profiling. The data processing system segments the speech signal into a plurality of segments, with each segment representing a portion of the speech signal. For each segment, the data processing system generates a feature vector comprising data indicative of one or more features of the portion of the speech signal represented by that segment and determines whether the feature vector comprises data indicative of one or more features with a threshold amount of confidence. For each of a subset of the generated feature vectors, the system processes data in that feature vector to generate a prediction of a value of a profile parameter and transmits an output responsive to machine executable code that generates a visual representation of the prediction of the value of the profile parameter.

Abstract: Local weather information such as a nationwide emergency network for first responders can enable first responders to communicate nationally with a single network, linking to suppliers, utilities, and weather information. The system disclosed herein can provide data to first responders and data from first responders can provide insights into local conditions that can be utilized by edge data centers. Adding first responder data can improve the processing speed of moving of edge-based applications out of threatened data centers. Because this movement can also have an impact on low latency applications, identifying the closest edge sites without an impact can keep the applications operating.

Abstract: Voice biometrics scoring is performed on received asynchronous audio outputs from microphones distributed at ad hoc locations to generate confidence scores that indicate a likelihood of an enrolled user speech utterance in the output, a subset of the outputs is selected based on the confidence scores, and the subset is spatially processed to provide audio output for voice application use. Alternatively, asynchronous spatially processed audio outputs and corresponding biometric identifiers are received from corresponding devices distributed at ad hoc locations, audio frames of the outputs are synchronized using the biometric identifiers, and the synchronized frames are coherently combined. Alternatively, uttered speech associated with respective ad hoc distributed devices is received and non-coherently combined to generate a final output of uttered speech.

Abstract: A system and method may identify a fraud ring based on call or interaction data by analyzing by a computer processor interaction data including audio recordings to identify clusters of interactions which are suspected of involving fraud each cluster including the same speaker; analyzing by the computer processor the clusters, in combination with metadata associated with the interaction data, to identify fraud rings, each fraud ring describing a plurality of different speakers, each fraud ring defined by a set of speakers and a set of metadata corresponding to interactions including that speaker; and for each fraud ring, creating a relevance value defining the relative relevance of the fraud ring.

Abstract: A method of enrolling a user in a speaker recognition system comprises receiving a sample of the user's speech. A trial voice print is generated from the sample of the user's speech. A score is obtained relating to the trial voice print. The user is enrolled on the basis of the trial voice print only if the score meets a predetermined criterion.

Abstract: A method of speaker authentication comprises: receiving a speech signal; dividing the speech signal into segments; and, following each segment, obtaining an authentication score based on said segment and previously received segments, wherein the authentication score represents a probability that the speech signal comes from a specific registered speaker. In response to an authentication request, an authentication result is output based on the authentication score.

Abstract: A system, method and computer-readable storage device are disclosed signing a voicemail and confirming an identity of the speaker. A method includes receiving a request to verify a speaker associated with a communication to a recipient, receiving first data from the speaker in connection with the communication, accessing second data associated with the speaker to verify the speaker, determining whether a match exists between the first data and the second data to yield a determination, retrieving a communication address of the recipient, generating a notification for the recipient, wherein the notification reports on the determination and transmitting the notification to the recipient at the communication address.

Abstract: A voice controlled (VC) system for onboarding users and exchanging data in real-time over a network is provided. The VC system includes at least one data controller (DC) computing device in communication with at least one voice controlled (VC) computing device. The DC computing device is configured to receive transaction data and voice controlled (VC) data, parse the transaction data and the VC data, and perform a look up in a database using the parsed transaction data and VC data. The VC system is also configured to compare the transaction data and the VC data to stored data, and verify the transaction data and the VC data by matching the transaction data and the VC data to the stored data. The VC system is further configured to generate a message based on the matched data, and transmit the message to a merchant associated with the verified data.

Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.

Abstract: Computing systems and methods are described in which video calls or other online communications are established or enhanced among two or more live participants. In some variants one or more preferences are gleaned from a first participant's behavior so as to streamline a call establishment with one or more qualified recipients. Alternatively or additionally, enriched auditory message data may be received privately from a sender without leaving a shared space.

Abstract: Systems and methods are provided to stop both external and internal fraud, ensure correct actions are being followed, and information is available to fraud teams for investigation. The system includes components that can address: 1) behavioral analytics (ANI reputation, IVR behavior, account activity)—this gives a risk assessment event before a call gets to an agent; 2) fraud detection—the ability to identify, in real time, if a caller is part of a fraudster cohort? and alert the agent and escalate to the fraud team; 3) identity authentication—the ability to identify through natural language if the caller is who they say they are; and 4) two factor authentication—the ability to send a text message to the caller and automatically process the response and create a case in the event of suspected fraud.

Abstract: Techniques for authenticating users at devices that interact with the users via voice input. For instance, the described techniques may allow a voice-input device to safely verify the identity of a user by engaging in a back-and-forth conversation. The device or another device coupled thereto may then verify the accuracy of the responses from the user during the conversation, as well as compare an audio signature associated with the user's responses to a pre-stored audio signature associated with the user. By utilizing multiple checks, the described techniques are able to accurately and safely authenticate the user based solely on an audible conversation between the user and the voice-input device.

Abstract: Systems and methods generate a risk score for an account event. The systems and methods automatically generate a causal model corresponding to a user, wherein the model estimates components of the causal model using event parameters of a previous event undertaken by the user in an account of the user. The systems and methods predict expected behavior of the user during a next event in the account using the causal model. Predicting the expected behavior of the user includes generating expected event parameters of the next event. The systems and methods use a predictive fraud model to generate fraud event parameters. Generation of the fraud event parameters assumes a fraudster is conducting the next event, wherein the fraudster is any person other than the user. The systems and methods generate a risk score of the next event to indicate the relative likelihood the future event is performed by the user.

Abstract: Methods, systems, and apparatus for determining candidate user profiles as being associated with a shared device, and identifying, from the candidate user profiles, candidate pronunciation attributes associated with at least one of the candidate user profiles determined to be associated with the shared device. The methods, systems, and apparatus are also for receiving, at the shared device, a spoken utterance; determining a received pronunciation attribute based on received audio data corresponding to the spoken utterance; comparing the received pronunciation attribute to at least one of the candidate pronunciation attributes; and selecting a particular pronunciation attribute from the candidate pronunciation attributes based on a result of the comparison of the received pronunciation attribute to at least one of the candidate pronunciation attributes.

Abstract: Systems and methods for verifying and monitoring employees are provided. Employees call-in to the system at scheduled times. If an employee misses a scheduled call-in, an alert can be generated. An employer notification process can generate the alert, notifying a supervisor of the employee's missed call. The alert can include the employee's name, the location of the employee, and the time he/she was supposed to call. Such systems and methods can be used to verify that a worker is at the proper location at the proper time and awake and alert during the entire time period that he/she is supposed to be working.

Abstract: A method comprising receiving first data representative of a query received by an electronic device. Device characteristic data indicative of at least one characteristic of the electronic device is received. It is determined, using the device characteristic data, that the electronic device is authorized to access a first portion of at least one knowledge graph, which is an access-controlled portion. The at least one knowledge graph also includes a second portion which is a non-access-controlled portion. The first data is sent to at least the first portion of the at least one knowledge graph. Second data is received from the first portion of the at least one knowledge graph. The second data is representative of an answer to the query. Answer data representative of the answer to the query is generated using the second data.

Abstract: A method for detecting a fraud attempt in a communication session may include receiving, via at least one processor, a set of data associated with a communication session between a representative of an organization and a user, tagging, via the at least one processor, one or more items of the set of data as one or more tagged data items, applying, via the at least one processor, a fraud detecting algorithm to the one or more tagged data items to determine a percent likelihood of the user attempting to defraud the representative, generating, via the at least one processor, a visualization based on the percent likelihood, and displaying, via the at least one processor, the visualization via an electronic display during the communication session.

Abstract: A first processor may receive a first request, from a first user, to initiate a first application. The first processor may initiate a first recording device. Initiating the first recording may include executing firmware embedded in the first recording device. The first processor may validate the identity of the first user using the first recording device. The first processor may initiate the first application. Initiating the first application may include loading and executing a first operating system associated with the first application.

Abstract: A first processor may receive a first request, from a first user, to initiate a first application. The first processor may initiate a first recording device. Initiating the first recording may include executing firmware embedded in the first recording device. The first processor may validate the identity of the first user using the first recording device. The first processor may initiate the first application. Initiating the first application may include loading and executing a first operating system associated with the first application.

Abstract: In response to a conversion action associated with an online advertisement (“ad”), an advertiser associated with the ad generates a unique identifier (e.g., a pseudo random number), which is transmitted to a payment system through a user device. In some implementations, the unique identifier can be generated by a payment system in response to a request from an advertiser. The advertiser stores the unique identifier in a secure location that is accessible by the payment system. The payment system compares the received unique identifier with the stored unique identifier. If the received unique identifier matches the stored unique identifier, and if the received unique identifier was not previously generated by the advertiser, then the payment system deems the conversion action to be valid.

Abstract: Provided is a method and a telephone-based system with voice-verification capabilities that enable a user to safely and securely conduct transactions with his or her online financial transaction program account over the phone in a convenient and user-friendly fashion, without having to depend on an internet connection.

Abstract: A method and an apparatus for training a voiceprint recognition system are provided. The method includes obtaining a voice training data set comprising voice segments of users; determining identity vectors of all the voice segments; identifying identity vectors of voice segments of a same user in the determined identity vectors; placing the recognized identity vectors of the same user in the users into one of user categories; and determining an identity vector in the user category as a first identity vector. The method further includes normalizing the first identity vector by using a normalization matrix, a first value being a sum of similarity degrees between the first identity vector in the corresponding category and other identity vectors in the corresponding category; training the normalization matrix, and outputting a training value of the normalization matrix when the normalization matrix maximizes a sum of first values of all the user categories.

Abstract: Techniques (300, 400, 500) and apparatuses (100, 200, 700) for recognizing accented speech are described. In some embodiments, an accent module recognizes accented speech using an accent library based on device data, uses different speech recognition correction levels based on an application field into which recognized words are set to be provided, or updates an accent library based on corrections made to incorrectly recognized speech.

Abstract: A method and an apparatus for processing voice data. A specific implementation of the method includes: receiving voice data sent by a user terminal; extracting a voiceprint characteristic vector in the voice data; matching the voiceprint characteristic vector with a registered voiceprint vector prestored by the user, and generating a matching degree between the voiceprint characteristic vector and the registered voiceprint vector; determining whether the matching degree is greater than or equal to a preset update threshold; and updating the registered voiceprint vector by using the voiceprint characteristic vector and the voice data in response to determining that the matching degree is greater than or equal to the preset update threshold. This implementation enhances accuracy of a registered voiceprint vector of a user.

Abstract: Methods and systems are provided for optimizing call quality and improving network efficiency by reducing bandwidth requirements at the individual-voice-call level. Embodiments provided herein build vocal fingerprints that correspond to the frequency range of the human voice, as well as the frequency range of the voice of individual users. The vocal fingerprints are used minimize and reduce the transmission of background noise and ambient sound captured using HD voice while retaining the frequency range of a user's voice in HD voice. This filtered HD voice frequency range is then transmitted to recipients over the network. The reduced frequency range lowers bandwidth usage and conserves network resources, all while optimizing the call quality for individual users.

Abstract: A system is provided for interpreting real-time voice communications and generating action plan queues to assist a sales representative during a call. The system includes an analytics module configured to identify voice call data between the sales representative and the other party and select voice impressions in the call for analysis. The analytics module further receives the voice impressions and interpret the impressions, associates at least one attribute and at least one value with each voice impression, and creates a conversation profile based on the at least one attribute and the at least one value associated with the voice impressions. The analytics module further determines action plan queues according to the conversation profile and render the action plan queues to the sales representative during the call.

Abstract: The present disclosure discloses a method and apparatus for verifying information. The method includes: acquiring a target combination of question and answer, the target combination of question and answer comprising a question and an answer to the question; sending the question in the target combination of question and answer to a terminal device; receiving to-be-confirmed voice information sent by the terminal device, and recognizing the to-be-confirmed voice information to generate a to-be-confirmed answer; and determining that the to-be-confirmed voice information is verified, if the to-be-confirmed answer matches the answer in the target combination of question and answer.

Abstract: Methods, systems, and computer-readable media for device monitoring for conference reservation cancellation are disclosed. A location value is associated with a reservation for a scheduled conference associated with a scheduled starting time and a scheduled ending time. A voice-capturing device is associated with the location value, and the voice-capturing device is configured to send voice input to a service provider environment over a network. Voice input is not received from the voice-capturing device within a duration of time between the scheduled starting time and the scheduled ending time. The reservation is canceled based on determining that the voice input is not received from the voice-capturing device within the duration of time between the scheduled starting time and the scheduled ending time.

Abstract: A service monitoring system includes a voice collector that collects a voice of an employee in a predetermined voice collection region, a storage unit that stores service event data including determination conditions for each predetermined service event, terminal operation history data indicating an operation history of an employee on a predetermined business terminal and voice data of the employee in correlation with each other, a detector that detects the service event of the employee based on the service event data and the terminal operation history data, a calculator that calculates a service speech evaluation value corresponding to a predetermined speech keyword on the basis of the voice data of the employee during the service event, and an output that stores the service speech evaluation value in correlation with identification information of the employee, and voice data of the employee specified by a service position and time point of the employee.

Abstract: A system and method for generating a range image using sparse depth data is disclosed. The method includes receiving, by a controller, image data of a scene. The image data includes a first set of pixels. The method also includes receiving, by the controller, a sparse depth data of the scene. The sparse depth data includes a second set of pixels, and the number of the second set of pixels is less than the number of first set of pixels. The method also includes combining the image data and the sparse depth data into a combined data. The method also includes generating a range image using the combined data.

Abstract: An identity authentication method, comprising: at an electronic device having one or more processors and memory, the electronic device coupled with a display and one or more input devices: receiving an identity authentication request; in response to receiving the identity authentication request, performing an interactive authentication information exchange between the electronic device and a user, including: displaying, on the display, first visual information in a first manner; displaying, on the display, the first visual information in a second manner that is distinct from the first manner, wherein the first visual information displayed in the second manner includes a timing characteristic that is absent from the first visual information displayed in the first manner; receiving user input entered in accordance with the first visual information displayed in the second manner; and verifying that the user input conforms to the timing characteristic in the first visual information displayed in the second manner

Abstract: The present disclosure provides a method and a device for processing voiceprint authentication. The method includes: extracting a first feature vector for each first speech segment of a training set by a gender-mixed voiceprint baseline system based on Deep Neural Network; training a gender classifier according to the first feature vector for each first speech segment and a pre-labeled first gender label of each first speech segment; training Deep Neural Network models for different genders respectively according to speech data of different genders of the training set; and training uniform background models, feature vector extracting models and linear probability discriminant analysis models for different genders respectively according to the Deep Neural Network models for different genders and the speech data of different genders of the training set. A voiceprint authentication processing model for gender distinguishing is built, thus improving the efficiency and accuracy of voiceprint authentication.

Abstract: A score indicating a likelihood that a first subject is the same as a second subject may be calibrated to compensate for aging of the first subject between samples of age-sensitive biometric characteristics. Age of the first subject obtained at a first sample time and age of the second subject obtained at a second sample time may be averaged, and an age approximation may be generated based on at least the age average and an interval between the first and second samples. The age approximation, the interval between the first and second sample times, and an obtained gender of the subject are used to calibrate the likelihood score.

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: Techniques are disclosed for responding to a pre-recorded inbound voice message in a communication system that includes communication devices and a communication server. In a first communication device, a pre-recorded inbound voice message is received from a sender communication device via a communication server. A reply mode is set for a response voice message from a plurality of reply modes. The response voice message is recorded and a reply mode flag is inserted into a message header. The response voice message is then sent to the communication server where it determines the reply mode. When the reply mode is reply to all, the response voice message is sent to the sender communication device and other recipient communication devices. When the reply mode is reply to sender, a direct channel communication link is established between the first communication device and the sender communication device and the response voice message is sent directly to the sender communication device.

Abstract: Disclosed are techniques for capturing and classification of digital data and providing recommendations in real-time or nearly real-time. These techniques identify a plurality of agent computing or communication devices in communication with a server and identify a plurality of communications between the plurality of agent computing or communication devices and a plurality of user communication or computing devices of a plurality of users into real-time service data. One or more actions are determined for a communication of the plurality of communications based in part or in whole upon at least one communication class into which the communication is classified. One or more post-classification tasks are performed based in part or in whole upon the one or more actions determined at the recommendation module.

Abstract: Techniques are disclosed for managing outbound voice messages in a communication system that includes communication devices and a communication server. A temporal mode of either live mode or message mode and a recipient mode of either group mode or direct mode are selected and set for an outbound voice message. Based on the selected settings for temporal mode and recipient mode the originating communication device records a voice message that is relayed to the communication server where it is distributed to other communication devices according to the rules or parameters associated with the temporal and recipient mode selected.

Abstract: An approach includes contacting a predefined contact information when a mobile device, which is password protected, is lost and subsequently found. The approach includes receiving an activation event predefined for a specified password protected mobile device, and receiving predefined contact information stored in the mobile device while the mobile device remains password protected, upon the receipt of the activation event.

Abstract: A system and method for facilitating user interaction with a voice application. A VoiceXML browser runs locally on a mobile device. Supporting components, such as a Resource Manager, a Call Data Manager, and a MRCP Gateway Client support operation of the VoiceXML browser. The Resource Manager servers either those files stored locally on the mobile device, or files accessible via a network connection using the wireless or mobile broadband capabilities of the mobile device. The Call Data Manager communicates call-specific data back to the application's system of origin or another configured target system. The MRCP Gateway Client provides the VoiceXML browser with access to media resources via a MRCP Gateway Client.

Abstract: Apparatuses, methods and storage media associated with multiple multi-drop buses in a switch are provided herein. In some embodiments, the switch may include a multi-drop row bus to transmit a plurality of frames in a row dimension of the matrix switch and a multi-drop column bus to transmit the plurality of frames in a column dimension of the matrix switch. The switch may further include an input port to receive the plurality of frames and an output port to output the plurality of frames from the matrix switch. Other embodiments may be described and/or claimed.

Abstract: Methods, apparatuses, and techniques for security and/or automation systems are described. In one embodiment, the method may include receiving a call initiation instruction at a video monitoring component of a home automation system. The method may further include analyzing the call initiation instruction, and communicating a call request from the video monitoring component of the home automation system to a first remote user based at least in part on the received call initiation instruction.