Abstract: Embodiments of the invention provide a method, system and computer program product for voice print tagging for interactive voice response (IVR) session management. In an embodiment of the invention, a method of voiceprint tagging for IVR session management is provided. The method includes establishing an IVR session for a caller from over a network and presenting a portion of the IVR session to the caller over the network. The method also includes storing a voiceprint tag in memory associating a voiceprint of the caller with a portion of the IVR session. Finally, the method includes responding to a premature termination of the IVR session by re-establishing the prematurely terminated IVR session with the caller at the portion of the IVR session indicated by the voiceprint tag of the caller.

Abstract: Embodiments of the invention provide a method, system and computer program product for voice print tagging for interactive voice response (IVR) session management. In an embodiment of the invention, a method of voiceprint tagging for IVR session management is provided. The method includes establishing an IVR session for a caller from over a network and presenting a portion of the IVR session to the caller over the network. The method also includes storing a voiceprint tag in memory associating a voiceprint of the caller with a portion of the IVR session. Finally, the method includes responding to a premature termination of the IVR session by re-establishing the prematurely terminated IVR session with the caller at the portion of the IVR session indicated by the voiceprint tag of the caller.

Abstract: A system and method for providing private information content to a voice telephone call parties prior to, during or following a call. In one aspect, the system and method may be implemented in a voice telephone communication apparatus that is adapted to hold information content on behalf of the call party, gather information that is private to the call party and add it to the information store as part of the information content, and retrieve the information content from the information store and present it to the call party in response to an information presentation initiation action. In another aspect, the system cooperates with a premises or equipment monitoring system, such as a security system, to provide monitoring information to a telephone call party.

Abstract: A computer-implemented system and method for providing coaching to agents in a call center during a call is provided. A voice recording is obtained from a call between a caller and an agent of a call center. The voice recording of the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. A stage of persuasion of the caller is identified based on the identified traits in response to an offer provided by the agent. The caller is persuaded to accept the offer by providing guidance to the agent regarding further information about the offer for the user based on the stage of persuasion.

Abstract: Systems and methods for authenticating callers are disclosed that may obtain identifying data and a voice print, and compare the voice print to one or more stored voice prints. Further, one or more initial scores may be calculated based on the data and the comparison, and a confidence interval score may also be calculated. The systems and methods may determine whether to authenticate based on the one or more initial scores and the confidence interval score.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for performing speech recognition using models that are based on where, within a building, a speaker makes an utterance are disclosed. The methods, systems, and apparatus include actions of receiving data corresponding to an utterance, and obtaining location indicia for an area within a building where the utterance was spoken. Further actions include selecting one or more models for speech recognition based on the location indicia, wherein each of the selected one or more models is associated with a weight based on the location indicia. Additionally, the actions include generating a composite model using the selected one or more models and the respective weights of the selected one or more models. And the actions also include generating a transcription of the utterance using the composite model.

Abstract: A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming instructions are operable to receive a current waveform of a communication between a plurality of participants. Additionally, the programming instructions are operable to create a voiceprint from the current waveform if the current waveform is of a human voice. Furthermore, the programming instructions are operable to determine one of whether a match exists between the voiceprint and one library waveform of one or more library waveforms, whether a correlation exists between the voiceprint and a number of library waveforms of the one or more library waveforms and whether the voiceprint is unique.

Abstract: Methods and apparatuses for enabling a user to perform telecommunication operations are disclosed. A method disclosed includes receiving a device having a storage containing data corresponding to an account identifier and data associated with a voice portal and then establishing a connection with a server associated with the voice portal. Upon establishing the connection, the data corresponding to the account identifier is provided to the server associated with the voice portal. Then, upon confirmation by the server that the account identifier corresponds to an active subscriber account, the user is enabled to perform selected operations of the voice portal using voice input commands based on limitations, if any, associated with the active subscriber account.

Abstract: A method for verifying that a person is registered to use a telemedical device includes identifying an unprompted trigger phrase in words spoken by a person and received by the telemedical device. The telemedical device prompts the person to state a name of a registered user and optionally prompts the person to state health tips for the person. The telemedical device verifies that the person is the registered user using utterance data generated from the unprompted trigger phrase, name of the registered user, and health tips.

Abstract: A method and system for using conversational biometrics and speaker identification and/or verification to filter voice streams during mixed mode communication. The method includes receiving an audio stream of a communication between participants. Additionally, the method includes filtering the audio stream of the communication into separate audio streams, one for each of the participants. Each of the separate audio streams contains portions of the communication attributable to a respective participant. Furthermore, the method includes outputting the separate audio streams to a storage system.

Abstract: Methods and devices are provided for identifying a caller after receiving a missed call from a calling device that is not associated with the caller. An exemplary method involves obtaining an audio message from the caller, recognizing the caller as being a first contact of the called individual by matching an audio sample associated with the first contact to at least a portion of the audio message, and graphically indicating an association between the first contact and the missed call after recognizing the first contact as the caller.

Abstract: Systems, methods, and media for analyzing fraud patterns and creating fraud behavioral models are provided herein. In some embodiments, methods for analyzing call data associated with fraudsters may include executing instructions stored in memory to compare the call data to a corpus of fraud data to determine one or more unique fraudsters associated with the call data, associate the call data with one or more unique fraudsters based upon the comparison, generate one or more voiceprints for each of the one or more identified unique fraudsters from the call data, and store the one or more voiceprints in a database.

Abstract: A disclosed method of authenticating a telephone caller includes receiving an authentication request for the telephone caller that includes a voice recording of the caller and household information indicative of a household, creating a first voice pattern based on the voice recording of the caller, retrieving a second voice pattern using at least some of the household information, comparing the two voice patterns, and transmitting information indicative of the results of the comparison. The transmitted information may include information that the telephone caller is authenticated, is not authenticated, or that the comparison results were inconclusive. The method may include monitoring telephone calls with the household, and if it is determined that a voice on at least some of the telephone calls is associated with the household, creating the second voice pattern based on the voice, and associating the second voice pattern to the household.

Abstract: A processor-implemented method, system, and/or computer program product retrieves a voice print of a caller to a call network. A processor generates a first voice print, a second voice print, and a third voice print of a caller who makes a call to a call network. The first voice print, the second voice print, and the third voice print are consolidated into a consolidated voice print. In response to a request for a particular voice print, the requested voice print is selectively retrieved from first voice print, the second voice print, and the third voice print in the consolidated voice print, and then sent to the requester.

Abstract: An example method is provided that may include receiving a first request to join a communication session; receiving voice data from a telephonic device in response to an audio prompt requesting a voice input from a dial-in user; interpreting the voice data to identify a particular name; and presenting the particular name in a graphical user interface associated with the communication session, the presentation of the particular name identifying that the dial-in user has joined the communication session.

Abstract: The illustrative embodiments described herein provide systems and methods for authenticating a speaker. In one embodiment, a method includes receiving reference speech input including a reference passphrase to form a reference recording, and receiving test speech input including a test passphrase to form a test recording. The method includes determining whether the test passphrase matches the reference passphrase, and determining whether one or more voice features of the speaker of the test passphrase matches one or more voice features of the speaker of the reference passphrase. The method authenticates the speaker of the test speech input in response to determining that the reference passphrase matches the test passphrase and that one or more voice features of the speaker of the test passphrase matches one or more voice features of the speaker of the reference passphrase.

Abstract: Embodiments of the present invention provide a method for voice approval, where the method includes: receiving voice approval request information sent by an enterprise application server; establishing a voice communication connection with the terminal according to the contact information of the approver terminal; sending approval content audio information corresponding to the voice approval request information to the approver terminal; receiving feedback information, and obtaining approval result information according to the feedback information; and sending the approval result information to the enterprise application server. Embodiments of the present invention also provide a device and system for voice approval. In the embodiments of the present invention, the enterprise application server and the enterprise gateway are combined and improved to enable an approver to approve, in voice mode, an approval request raised by an applicant, thereby increasing the approval efficiency.

Abstract: Inmate communications systems provide a feature-rich platform with a high degree of flexibility and security employing call control facilities located of institutional premises. Authentication processes for calling and called party verification include biometric techniques in some embodiments. Distributed processing of call control and billing provide flexible interactive call payment processes. Preferred embodiments feature voice over IP transmission and control featuring controlled access to avoid addition of unauthorized third-party call participants. Monitoring, recording and selective forwarding of calls is provided under control of system administrators.

Abstract: A method is provided for identifying a calling party to a called party utilizing biometric information. Biometric information of first calling party is received. If stored, a calling party profile is retrieved based on first calling party biometric information. A call is placed to a called party. The first calling party profile is provided to called party. A biometric information change from first calling party biometric information to a second calling party biometric information is automatically detected, and it is determined whether the second party biometric information is stored. If stored, a second calling party profile of second calling party is retrieved and is provided to called party. Responsive to determining that the biometric information for second calling party is not stored, the called party is notified that the second calling party is communicating and the second calling party profile is automatically created based on second calling party biometric information.

Abstract: The invention provides a system and method for indexing and organizing voice mail message by the speaker of the message. One or more speaker models are created from voice mail messages received. As additional messages are left, each of the new messages are compared with existing speaker models to determine the identity of the callers of each of the new messages. The voice mail messages are organized within a user's mailbox by caller. Unknown callers may be identified and tagged by the user and then used to create new speaker models and/or update existing speaker models.

Abstract: Methods for enabling enhanced call return in a communications network is disclosed. In some embodiments, the method includes receiving an incoming telephone call from a caller, wherein the incoming telephone call identifies a subscriber as a callee thereof; capturing caller-specific information for the caller, wherein the caller-specific information includes at least one of the name of the caller and the telephone number of the caller; and storing the caller-specific information into an intelligent peripheral (IP) within the network. Some embodiments of the methods include allowing the subscriber to access the caller-specific information stored in the IP. In some embodiments, the subscriber subscribes to an enhanced call return (ECR) feature as part of a service plan. The ECR feature allows the subscriber to access caller-specific information for a predetermined number of past callers and also to return calls from those past callers.

Abstract: A small baseline audio sample is sampled when a person initially calls in and the sample is held only for the duration of the call. For each subsequent transfer, a comparison is made to the baseline established from the initial call and at the end of the call the voice sample is discarded so no resources need to be maintained. Speaker verification and VOIP technologies are used to persist the customer's verification information as service representative hand-offs occur.

Abstract: A method and system for using conversational biometrics and speaker identification and/or verification to filter voice streams during mixed mode communication. The method includes receiving an audio stream of a communication between participants. Additionally, the method includes filtering the audio stream of the communication into separate audio streams, one for each of the participants. Each of the separate audio streams contains portions of the communication attributable to a respective participant. Furthermore, the method includes outputting the separate audio streams to a storage system.

Abstract: A computer program product, for performing data determination from medical record transcriptions, resides on a computer-readable medium and includes computer-readable instructions for causing a computer to obtain a medical transcription of a dictation, the dictation being from medical personnel and concerning a patient, analyze the transcription for an indicating phrase associated with a type of data desired to be determined from the transcription, the type of desired data being relevant to medical records, determine whether data indicated by text disposed proximately to the indicating phrase is of the desired type, and store an indication of the data if the data is of the desired type.

Abstract: A computer system detects a call from a caller at a hold queue, wherein an identity of the caller is authenticated according to a voice identity of the caller. The computer system accesses a caller profile according to the identity of the caller, wherein the caller profile comprises at least one previously earned advancement token. The computer system offers the caller an option of redeeming the previously earned advancement token for adjustment of a position of the caller in the hold queue.

Abstract: A speech recognition method includes receiving input speech from a user, processing the input speech using a first grammar to obtain parameter values of a first N-best list of vocabulary, comparing a parameter value of a top result of the first N-best list to a threshold value, and if the compared parameter value is below the threshold value, then additionally processing the input speech using a second grammar to obtain parameter values of a second N-best list of vocabulary. Other preferred steps include: determining the input speech to be in-vocabulary if any of the results of the first N-best list is also present within the second N-best list, but out-of-vocabulary if none of the results of the first N-best list is within the second N-best list; and providing audible feedback to the user if the input speech is determined to be out-of-vocabulary.

Abstract: The invention provides a method, system, and program product for authenticating a user to a telephonic communication device. In one embodiment, the invention includes obtaining a reference sample of an authorized user's voice, storing the reference sample of the authorized user's voice, collecting a sample of the voice of a user of the telephonic communication device, comparing the sample of the voice of the user to the reference sample of the authorized user's voice, determining whether the user is the authorized user, and in the case that the user is determined not to be the authorized user, prohibiting use of the telephonic communication device.

Abstract: The invention provides a method and apparatus for enabling DTMF signal processing in the core VoIP network. More specifically, the present invention enables a VoIP network to recognize and respond to special DTMF signals entered by a user and initiate the appropriate service logic response to satisfy the user's service request.

Abstract: A method for providing a communication assistance service by a communication assistance service provider includes receiving a communication at the communication assistance service provider from a first person seeking a contact information to communicate with a second person and receiving from the first person identifying information associated with the second person. A profile of the second person is retrieved including at least one contact information and at least one contact preference associated with the contact information. Communication is provided between the first person and the second person in accordance with the contact preferences.

Abstract: A system and method for providing private information content to a voice telephone call parties prior to, during or following a call. In one aspect, the system and method may be implemented in a voice telephone communication apparatus that is adapted to hold information content in an information store on behalf of the call party, gather information that is private to the call party and add it to the information store as part of the information content, and retrieve the information content from the information store and present it to the call party in response to an information presentation initiation action. In another aspect, the system cooperates with a premises or equipment monitoring system, such as a security system, to provide monitoring information to a telephone call party.

Abstract: A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming instructions are operable to receive an audio stream of a communication between a plurality of participants. Additionally, the programming instructions are operable to filter the audio stream of the communication into separate audio streams, one for each of the plurality of participants, wherein each of the separate audio streams contains portions of the communication attributable to a respective participant of the plurality of participants. Furthermore, the programming instructions are operable to output the separate audio streams to a storage system.

Abstract: A call tracking system and method that uses an automated filtering function to increase accuracy of call tracking. In some embodiments, the system utilizes a spam blocking module, such as a challenge-response test (e.g., a CAPTCHA), a blacklist for callers sharing certain criteria indicative of robo-dialed or spam calls, or other similar spam filter to block unwanted calls from being routed to an advertiser. By using a spam blocking module, the amount of noise in the call tracking system can be reduced and the attribution of calls correspondingly more accurate. In some embodiments, an interactive voice response (IVR) module is utilized to reduce the noise in the system by filtering or blocking unwanted calls. By utilizing an automated filtering function, the disclosed system improves the accuracy of call tracking and allows advertisers to better track the performance of advertising campaigns that they undertake.

Abstract: A voice authentication system using a removable voice ID card comprises: at server side, a voiceprint database for storing the voiceprints of all authorized users; a voiceprint updating means for updating the voiceprints in said voiceprint database; and a voiceprint digest generator for generating a voiceprint digest according to a request from a client; at client side, a voice ID card for storing the voiceprint of an authorized user; a validation means for validating the voiceprint in the voice ID card on the basis of the voiceprint digest from the server; an audio device for performing voice interaction with a user; and a voice authentication means for determining whether the voiceprint from said voice ID card is of the same speaker as the voice from said audio device.

Abstract: A portable terminal having an audio pickup means that acquires sound, an absolute position detection unit that detects the absolute position of the portable terminal, a relative position detection unit that detects the relative position of the portable terminal, and a speech recognition and synthesis unit that recognizes the audio acquired by the audio pickup means as speech, is achieved with a simple configuration. A portable terminal (1) that exchanges data with a server (2) has disposed to the portable terminal an audio pickup means that acquires sound, an absolute position detection unit (1-1) that detects the absolute position of the portable terminal, a relative position detection unit (1-2) that detects the relative position of the portable terminal, and a speech recognition and synthesis unit (1-3) that recognizes the audio acquired by the audio pickup means as speech.

Abstract: A secure telephone call management system is provided for authenticating users of a telephone system in an institutional facility. Authentication of the users of the telephone call management system is accomplished by using a personal identification number, biometric means, and/or radio frequency means. The secure telephone call management system includes accounting software capable of limiting access to the system based on funds in a user's account, and includes management software capable of implementing widespread or local changes to the system. The system monitors a conversation in the telephone call to detect a presence of a first characteristic in audio of the conversation, and terminates the telephone call if the first characteristic does not match a second characteristic of biometric information of a user or a called party.

Abstract: A communications device (12) maintains profile data including a device identity and a calling line identity (CLI) associated with a PSTN connection (28) both on the device itself and also on an authentication platform (32), in order that the device can access a service (52) which requires knowledge of the CLI by way of a packet-switched connection (30). In the event that the CLI data in the communications device is corrupted or lost, the communications device transmits a request for re-authentication to a reactivation server (46) together with the device identity. On receipt of the request, the reactivation server retrieves the stored profile (50) from the authentication platform (32), and returns it to the communications device (12) to allow the profile to be restored. This process can be done without the user needing to send a new request for service over the PSTN link (28).

Abstract: The present invention relates to telephone call processing. In one embodiment, a call processing system receives from a caller a first call for a user, the first call including call signaling information. The call processing system determines whether the call signaling information includes caller identification information and whether the call signaling information indicates that the caller identification information is restricted. If the caller identification information is restricted, the call processing system instructs the caller to take a first action so that the caller identification information can be provided to the user. The call processing system determines whether the caller has performed the first action during the first call, and if the caller has performed the first action during the first call, the call processing system provides at least a portion of the caller identification information to the user.

Abstract: A method for grouping voice messages includes extracting a voice signature from a voice message and tagging the voice message with an identification associated with the voice signature. The method also includes grouping the voice message based on the identification.

Abstract: The preferred embodiments of the present invention include providing automated passcode recovery in an interactive voice response system by providing to a caller an automated passcode recovery question and processing a caller answer to the automated passcode recovery question to authenticate the caller.

Abstract: Methods and systems are provided for using voiceprint technology in CALEA surveillance. A media-analysis platform receives packets from a bearer element, the packets comprising media data representing a copy of at least part of a real-time media session. The bearer element is configured to initially send to the platform a copy of each of a plurality of media sessions that traverse the bearer element, and to stop sending a copy of a particular session in response to receiving an instruction from the platform. Responsive to receiving the packets, the platform compares the media data to at least one media-data profile, where each profile is associated with a target of surveillance. The platform determines whether the data matches any of the profiles. If the data does not match any of the profiles, the platform sends an instruction to the bearer element to stop sending the copy of the session.

Abstract: Systems, methods, and programs for generating an authorized profile for a text communication device or account, may sample a text communication generated by the text communication device or account during communication and may store the text sample. The systems, methods, and programs may extract a language pattern from the stored text sample and may create an authorized profile based on the language pattern. Systems, methods, and programs for detecting unauthorized use of a text communication device or account may sample a text communication generated by the device or account during communication, may extract a language pattern from the audio sample, and may compare extracted language pattern of the sample with an authorized user profile.

Abstract: Aspects relate to authorizing mobile devices for PBX-based voice services. A mobile device calls a PBX over a voice channel, and phone number identifier information is obtained and matched to identifier information for devices that known (authorizeable) to use the PBX. If there is one incoming call that matches to a given device, and an authentication token provided over a data channel matches an authentication token associated with that device, then the device is authorized for voice services. Where there are multiple matching calls, those devices are instructed to provide authentication tokens over their voice channels. The devices can detect absence of a data channel and provide authentication tokens over the voice channels; the devices also can wait to receive a call connected response and in the absence of such provide their authentication tokens over the voice channel. Tokens can be requested and downloaded for storage at the devices.

Abstract: A small baseline audio sample is sampled when a person initially calls in and the sample is held only for the duration of the call. For each subsequent transfer, a comparison is made to the baseline established from the initial call and at the end of the call the voice sample is discarded so no resources need to be maintained. Speaker verification and VOIP technologies are used to persist the customer's verification information as service representative hand-offs occur.

Abstract: A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming instructions are operable to receive an audio stream of a communication between a plurality of participants. Additionally, the programming instructions are operable to filter the audio stream of the communication into separate audio streams, one for each of the plurality of participants, wherein each of the separate audio streams contains portions of the communication attributable to a respective participant of the plurality of participants. Furthermore, the programming instructions are operable to output the separate audio streams to a storage system.

Abstract: A telephone system comprising switching circuitry configured for coupling a call to a telephone extension coupled to the system, voice processing circuitry configured for automatically interacting with the call, a microprocessor, a first data bus connected between the microprocessor and the switching circuitry, and a second data bus connected between the microprocessor and the voice processing circuitry.

Abstract: A call directing system receives an incoming call from a caller. The caller is prompted to speak, thus enabling a prosody analyzer to generate an analysis of a prosody of the caller's voice. This analysis provides a basis for generating a caller profile that describes caller preferences of the caller. Based on the analysis of the prosody of the caller's voice and the generated caller profile, the call is directed to a particular call recipient.

Abstract: A computer-implemented system and method for processing audio in a voice response environment is provided. A database of host scripts each comprising signature files of audio phrases and actions to take when one of the audio phrases is recognized is maintained. The host scripts are loaded and a call to a voice mail server is initiated. Incoming audio buffers are received during the call from voice messages stored on the voice mail server. The incoming audio buffers are processed. A signature data structure is created for each audio buffer. The signature data structure is compared with signatures of expected phrases in the host scripts. The actions stored in the host scripts are executed when the signature data structure matches the signature of the expected phrase.

Abstract: Methods, systems, and computer programs encoded on a computer storage medium for real-time acoustic adaptation using stability measures are disclosed. The methods include the actions of receiving a transcription of a first portion of a speech session, wherein the transcription of the first portion of the speech session is generated using a speaker adaptation profile. The actions further include receiving a stability measure for a segment of the transcription and determining that the stability measure for the segment satisfies a threshold. Additionally, the actions include triggering an update of the speaker adaptation profile using the segment, or using a portion of speech data that corresponds to the segment. And the actions include receiving a transcription of a second portion of the speech session, wherein the transcription of the second portion of the speech session is generated using the updated speaker adaptation profile.

Abstract: A method for conducting a teleconference between participants over a teleconference system is disclosed. The teleconference system can include a server in communication with a plurality of client terminals. A first utterance may include a plurality of words, including an identifier of one of the plurality of participants and at least one additional word, may be received. The server can recognize the plurality of words and parse the identifier from the at least one additional word. The identifier may be associated to a voiceprint of the one of the plurality of participants. A second utterance can be obtained and compared to the voiceprint in order to determine that the identifier is associated with the second utterance. The identifier can be provided from the server to at least one client terminal in response to determining that the identifier is associated with the second utterance.

Abstract: A system and method for provisioning communications services. A remote device controlled by a user is linked with a provisioning system. A verbal selection of a menu associated with a library is received for performing one or more actions within the provisioning system. One or more verbal commands associated with the menu are received. A determination is made of an action within the library associated with the one or more verbal commands. The action associated with the one or more verbal commands is performed in the provisioning system to provision the communications services.