Abstract: Technologies are disclosed for interacting with a virtual assistant to request updates associated with one or more events and/or perform actions. According to some examples, a user may use their voice to interact with a virtual assistant to receive updates relating to events occurring during a certain period of time. For example, a user may request an update associated with one or more events occurring that day. The system may access data sources (e.g., calendar services, email services, etc.) to obtain data associated with the events, tag the events according to one or more conditions indicated by the data, and/or rank the events according to the tags. In addition, to resolve conditions associated with the events, the virtual assistant may also include options in the update to perform certain actions and/or to provide response data. The virtual assistant may generate the update and audibly provide the update to the user.

Abstract: A method for information processing includes computing, over a corpus of conversations, a conversation structure model including (i) a sequence of conversation parts having a defined order, and (ii) a probabilistic model defining each of the conversation parts. For a given conversation, a segmentation of the conversation is computed based on the computed conversation structure model. Action is taken on the given conversation according to the segmentation.

Abstract: Various systems and methods for registering a panic button for intervention are described herein. A system is configured to receive at a server, an indication that a panic button was used by a user; access a database to determine a responsive action, the responsive action being one of: transmitting a speaking prompt or activating a device function of a device associated with the user; and establish a communication session with the user to perform the responsive action.

Abstract: A computer-implemented method includes receiving at a computer server system, from a computing device that is remote from the server system, a string of text that comprises a search query. The method also includes identifying one or more search results that are responsive to the search query, parsing a document that is a target of one of the one or more results, identifying geographical address information from the parsing, generating a specific geographical indicator corresponding to the one search result, and transmitting for use by the computing device, data for automatically generating a navigational application having a destination at the specific geographical indicator.

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 consumer is identified at a transaction terminal. A natural-language voice chatbot is initiated for the transaction. The chatbot is configured with store information for a store associated with the terminal and, optionally, with preferences registered to the consumer. A natural language voice dialogue using, at least the store information, is initiated between the chatbot and the consumer while the consumer is at the terminal and during the transaction. The consumer may order store items from the store and pay for the items through the dialogue. In an embodiment, the items ordered are delivered to the terminal where the consumer is located.

Abstract: The present invention relates to a method for an at least semiautomatic generation of a request to a data processing system with a data pool, wherein a data model, which is usable for the selection of data from the data pool using a query language, forms the basis of the data pool, wherein a user's request made in natural language, which takes place by a user input of terms (user terms) captured as a series of characters (character string), wherein the terms semantically describe the user intended results of the answer of the data processing system on the request that has to be carried out by the data processing system, is analyzed and/or interpreted, and converted into a request in the query language.

Abstract: A method at an electronic device with one or more microphones and a speaker, the electronic device configured to be responsive to any of a plurality of affordances including a voice-based affordance, includes determining background noise of an environment associated with the electronic device, and before detecting the voice-based affordance: determining whether the background noise would interfere with recognition of the hotword in voice inputs detected by the electronic device, and if so, indicating to a user to use an affordance other than the voice-based affordance.

Abstract: Disclosed herein are embodiments of systems, methods, and products comprises an analytic server, which automatically manages appointment scheduling. The analytic server receives a customer request to schedule an appointment. The analytic server determines the required data from both customer and service provider for making the appointment. The analytic server retrieves customer data comprising requested service attributes, user preferences, users attributes from internal database and external data source. The analytic server retrieves service providers' data comprising provider service attributes, providers' attributes from internal database and external data sources. The analytic server accesses external data source by web crawling various websites. The analytic server executes an artificial intelligence model to predict user preferences and needs. The analytic server determines potential service providers best matching the customer's input or predicted preferences.

Abstract: Systems and methods for determining hint words that improve the accuracy of automated speech recognition (ASR) systems. Hint words are determined in the context of a user issuing voice commands in connection with a voice interface system. Terms are initially taken from most frequently occurring terms in operation of a voice interface system. For example, most frequently occurring terms that arise in electronic search queries or received commands are selected. Certain of these terms are selected as hint words, and the selected hint words are then transmitted to an ASR system to assist in translation of speech to text.

Abstract: Technologies are disclosed for interacting with a virtual assistant to request updates associated with one or more events and/or perform actions. According to some examples, a user may use their voice to interact with a virtual assistant to receive updates relating to events occurring during a certain period of time. For example, a user may request an update associated with one or more events occurring that day. The system may access data sources (e.g., calendar services, email services, etc.) to obtain data associated with the events, tag the events according to one or more conditions indicated by the data, and/or rank the events according to the tags. In addition, to resolve conditions associated with the events, the virtual assistant may also include options in the update to perform certain actions and/or to provide response data. The virtual assistant may generate the update and audibly provide the update to the user.

Abstract: Systems and methods are disclosed for communication classification and escalation using a machine learning model. Metadata for a communication is obtained along with features of the content in the communication. Using a machine learning model, a likelihood that the communication comprises suspicious content or a topic of interest is determined from the metadata and or a communication transcript. If the likelihood that the communication comprises suspicious content or a topic of interest is at or above a predetermined threshold, then the communication is marked for review by a human agent; otherwise, the communication is ignored. A communication may have suspicious content or a topic of interest based upon the presence of keywords in the communication transcript either alone or in combined with metadata or other features of the content in the communication. The one or more keywords may be associated with illegal or unauthorized items, activities, or behaviors.

Abstract: Systems and methods for providing a translation-enabled multiparty communication session utilize a translation service that is configured to receive individual audio streams from each participant in the communication session, and which then generates a participant text stream for each participant based on their audio stream. This can be accomplished using speech-to-text techniques. Each participant's text stream is then translated into a different language to create a translated participant text stream. Individual participants in the communication session can then subscribe to the translated participant text streams to view a translation of what each participant is saying during the communication session.

Abstract: Certain aspects of the present disclosure provide a system for obtaining electronic data from a network server accessible. The system comprises a communication device to electronically access an automated phone system via a telephone number and a memory circuit that stores a configuration file and a log file. The system further comprises a processor that identifies a record that includes a unique identifier for an entity and data to compare with corresponding data from the automated phone system. The processor is further configured to access and navigate the phone menu based on the configuration file and input a unique sequence of digits based on the instructions in the configuration file. The processor is also configured to obtain an audio message from the automated phone system, convert the audio message to a corresponding text message, and determine whether the corresponding text message indicates an error or includes the corresponding data.

Abstract: The present invention is a system and method for machine-to-machine communication in a Zero Trust environment, through the use of repeated, dynamic, and automated transformation and manipulation of strings of printable or typeable characters that are commonly used for passwords, PINs, keys, tokens, keys, encryption, and filenames forming a class of printable strings. The system and method described makes use of secured password “Hopping” to maximize data security and user's ease of implementation. “Hopping” refers to a method of automated random-password construction and serial substitution. The instant invention uses a protocol to create an immutable interdependence between a machine identity credential and a key credential as each is rotated from session to session.

Abstract: A system and method for processing a task request to be executed and fulfilled that include receiving at least one data input. The system and method additionally include determining the task request based on the at least one data input and determining at least one request attribute associated with the task request. The system and method also include assigning an agent to execute and fulfill the task request based on the at least one request attribute. The system and method further include creating the task to execute and fulfill the task request.

Abstract: A company may implement automated workflows for convenience of users or to reduce support costs. For example, allowing a user to change an address using an automated workflow may be faster or less expensive than with a human agent. Companies may provide support over different types of communications channels with different capabilities, such as voice channels and text channels. Instead of implementing different workflows for different channels, a company may separate aspects of the workflow that are common to different channels from aspects of the workflow that are different for different channels. For example, a workflow may be implemented to determine an action in response to a received communication where the action may be used with multiple channels. The action may then be used to select an action implementation that is specific to a channel.

Abstract: Disclosed is the technology for computer-based “Daily Brief” service, which includes methods and corresponding systems for proactively providing push notifications for users of chat information systems. The push notifications are dynamically generated and presented to the user based on identification of one or more triggering events, which may include predetermined time/date, current geographical location, activity of peers and friends in social media associated with the user, scheduled events, appointments, meetings, emails, instant messages, and many more. The described technology improves the interaction interface between the user and chat information system.

Abstract: An example method includes providing third party access to listen to a call and the ability to inject audio into an isolated audio portion of the call by using a switch controller within a mobile virtual network operator (MVNO) platform. The switch controller can to separate a call into multiple audio portions. The example method can further include collecting and warehousing call metadata and providing access to isolated audio portions via an external database, web object, API, etc.

Abstract: Embodiments of the present disclosure provide a method for performing search queries in a manner that avoids overloading an indexer cluster or indexers with an unwanted or unauthorized high levels of concurrent searches. The method comprises transmitting a slot request from a search head to a cluster master in response to a query, wherein the cluster master is communicatively coupled with an indexer cluster comprising a plurality of indexers. The method further comprises receiving addresses of active indexers in the indexer cluster and a response to the slot request from the cluster master. Responsive to a grant of a slot by the cluster master, the method comprises using the addresses to transmit the query to the active indexers and receiving results of the query from the active indexers. Subsequently, the method comprises releasing the slot to the cluster master.

Abstract: A method for analyzing data from data sources includes receiving user input to specify a mathematical expression. The mathematical expression includes a first data field from a first object and a second data field from a second object. The first object and the second object are distinct objects of an object model that includes a tree in which each relation between objects represents a respective many-to-one relationship between respective objects. The method further includes generating a calculated data field based on the mathematical expression, and assigning the calculated data field as a member of a third object in the object model according to relations in the tree connecting the first object to the second object.

Abstract: A user interface system and method are disclosed. The system comprises a controller, a data repository and an I/O unit. The user interface system is configured to cause, via the I/O unit, a user interface device of a user to provide a stimulus to the user, the user interface system is further configured to receive, from the user, data on the stimulus. In response to the stimulus and the data provided by the user on the stimulus, the user interface system is arranged to record, in the data repository, stimulus recognized by the user. The controller is operable to determine an optimized set of stimuli to be used by the user interface device in dependence on the stimuli recognized by the user, the optimized set matching the number of stimuli provided by the user interface device. The controller being arranged to communicate with the user interface device and configure the user interface device to use the optimized set of stimuli for its functions.

Abstract: A system for providing responses to natural language queries or commands is disclosed. The system comprises a server comprising a processor and non-transitory memory storing instructions that cause the processor to: retrieve a stored data structure comprising a plurality of named entities; receive a natural language query or command from a human user; extract one or more named entities from the query or command, wherein the extraction comprises iteratively: dividing the query or command into overlapping sets of tokens, determining whether a set of tokens corresponds to a named entity from the plurality of named entities, extracting any corresponding set of tokens from the query, and if no corresponding sets remain, decreasing the set size and repeating; and based at least in part on the query or command and on the extracted one or more named entities, act to fulfill a user intent expressed by the query or command.

Abstract: The application provides an information dissemination system including a first electronic device and a router. The first electronic device receives a first sound signal and recognizes the first sound signal according to a speech recognition algorithm to generate a first address information and a first coded information content. The router is connected to a local area network to receive the first encoded information content and semantically parse the first encoded information content to produce a parsed result. The router sends the parsed result over local area network. The router determines whether the first address indicated by the first address information is in the local area network according to the first address information, so as to send the parsed result to at least a second electronic device corresponding to the first address.

Abstract: A messaging server provides conversational text subsets to a machine-learned model that analyzes the text subsets to identify intents expressed therein. The messaging server determines intent groups associated with the text subsets based on the expressed intents. An intent group describes a category representing a subject area in which a text subset may express intent, and also describes a stage of the category representing a strength of the expressed intent. The messaging server applies decay factors to the intent groups. The decay factors include decay rates that describe how long the types of intents represented by the intent groups are maintained. The messaging server has access to suggestions having associated targeting criteria including intent groups to which the suggestions are targeted. The message server uses the targeting criteria to select suggestions targeted to users associated with particular text subsets, and delivers the selected suggestions to the users.

Abstract: A computer-implemented method according to one embodiment includes identifying features of a plurality of data instances within a target domain; assigning weights to the plurality of data instances within the target domain, based on similarities among the features; selecting a subset of the plurality of data instances within the target domain, based on the weights; associating expert annotations with respective ones of data instances within the subset; and training a machine learning algorithm, utilizing the subset of the plurality of data instances and associated expert annotations.

Abstract: Disclosed herein is a computer-implemented method and related system for operating a virtual computer assistant (VCA) system of a service provider system. The method includes activating a switch to connect a communication link of the system from a human assistant (HA) to a customer and conveying first communications over the communication link to the customer from the HA. The method automatically detects a switching event according to a switching rule stored in a switch rules database stored in a memory of the system while the communication link to the HA is active. The method activates the switch to connect the communication link from the customer to a VCA after the conveying of the first communications, and then conveys second communications over the communication link to the customer from the VCA.

Abstract: Systems and techniques for adaptive conversation support bot are described herein. An audio stream may be obtained including a conversation of a first user. An event may be identified in the conversation using the audio stream. A first keyword phrase may be extracted from the audio stream in response to identification of the event. The audio stream may be searched for a second keyword phrase based on the first keyword phrase. An action may be performed based on the first keyword phrase and the second keyword phrase. Results of the action may be out via a context appropriate output channel. The context appropriate output channel may be determined based on a context of the conversation and a privacy setting of the first user.

Abstract: A method, a communication device, and a computer program product for identifying a live phone call. The method includes receiving, at a first communication device, an activation of a verification mode for a phone call. The method includes receiving, from a second communication device on the phone call, first audio data associated with the phone call. The method further includes determining, via a processor of the first communication device, if the first audio data contains machine originated audio, and in response to determining that the first audio data does not contain machine originated audio, generating and outputting an alert that the phone call is live.

Abstract: Methods, systems, and computer program products for bootstrapping of state-based dialog systems are provided herein. A computer-implemented method includes determining parameters for state automata by partitioning an ontology graph into sub-graphs and a knowledge graph into sub-graphs, wherein the ontology graph and the knowledge graph are based on a user question and domain knowledge pertaining to the user question; generating a structured query for each of the sub-graphs; determining intentions of a dialog pertaining to the at least one user question by translating each of the generated structured queries to a respective natural language query; creating one or more dialog states for each of the determined dialog intentions; creating one or more connecting dialog states between pairs of the created dialog states; and generating an automata dialog framework associated with the user question based on the created dialog states and the created connecting dialog states.

Abstract: An electronic device and a method for controlling the electronic device are disclosed. The electronic device includes a memory and a processor electrically connected with the memory. The memory stores instructions to be executed by the processor. The processor is configured to obtain a user voice, determine a response level of the user voice, when the response level of the user voice is a first response level, perform an operation corresponding to the user voice based on a time point of obtaining the user voice, and when the response level of the user voice is a second response level, perform the operation corresponding to the user voice based on a time point of detecting an additional event.

Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

Abstract: An intruder detection method is provided, comprising a security server sending a verification prompt to a device in a controlled-access area, based on an entry indication of an entrant into the controlled-access area, with the verification prompt indicating the entrant should perform a predefined verification action, the security server receiving entrant behavior information, the security server comparing the entrant behavior information to a behavior model of a set of authorized persons associated with the controlled-access area, with the behavior model including the verification prompt, and the security server generating an intruder indication if the entrant behavior information does not match a behavior sequence included in the behavior model.

Abstract: A computer system emulates user communications within a communication session. Communications between a user and at least one participant are monitored to determine that a message from a user from the at least one participant includes content pertaining to a problematic event. The user is replaced with a communication agent in the communication session and a response is generated to the message utilizing natural language processing to emulate a conversational style of the user. Using the communication agent, the response is sent to the at least one participant in the communication session to address the problematic event. Embodiments of the present invention further include a method and program product for emulating user communications within a communication session in substantially the same manner described above.

Abstract: Systems and methods for correcting a voice query based on a subsequent voice query with a lower pronunciation rate. In some aspects, the systems and methods calculate first and second pronunciation rates of first and second voice queries. The systems and methods determine that the second pronunciation rate is lower than the first pronunciation rate and determine a first candidate pronunciation time for a first candidate word from the first voice query. The systems and methods determine a second candidate pronunciation time, adjusted to the first pronunciation rate, for the second candidate word from the second voice query. The systems and methods determine that the first candidate pronunciation time matches the second candidate pronunciation time and generate a third voice query based on the first voice query by replacing the first candidate word with the second candidate word.

Abstract: Answering machine detection (“AMD”) processes in a contact center is used to derive and store AMD meta-data about a known greeting from an automatic voice messaging capability (“AVMC”) on a telephone call to a known number. The AMD meta-data is used in subsequent calls to that known number wherein the greeting detected is analyzed using the AMD meta-data to make a comparison if the current greeting is the same of that previously encountered. If the current greeting is the same as previously encountered, this suggests the number has not been reassigned. If different, this suggests the number was reassigned. If the distinction is not clear, then the agent may perform a manual comparison of the audio speech and/or a transaction of the greeting. If the number is reassigned, then a number validation for the intended individual can be performed to verify whether the number was reassigned.

Abstract: In a computer system that provides for automatic detection and correction of audio system performance issues, an interface receives calls from audio applications for services of the audio system. An audio capture/playback manager executes the calls. A performance monitor tracks the execution of the calls. A rules store maintains one or more rules, each defining criteria for execution of a type of call for audio system services and a corrective action to be taken if the performance monitor indicates the criteria are not met. In this way, performance issues with the audio system can be quickly detected and corrected without user intervention.

Abstract: A system, apparatus, and method for conducting payment transactions using a mobile device. Embodiments of the invention are directed to an architecture or system design for the functional elements residing in a mobile device that may be used to conduct a payment transaction. The inventive architecture may be implemented as a set of functional modules resident in a secure element that is embedded or otherwise incorporated into the mobile device.

Abstract: A method of remotely controlling an electronic device is disclosed. In some implementations, the method is performed on a server system. The server system receives, from a first electronic device, a first media control request, wherein the first electronic device provides a single user interface that allows a user to both select media content for presentation by the first electronic device and to generate media control requests for transmission to the server system; and the first electronic device also sends a second media control request to a second electronic device over a local area network to which both the first electronic device and the second electronic device are connected. The server system then sends the received first media control request to the second electronic device, distinct from the first electronic device, wherein the server system and the second electronic device are not on the same local area network.

Abstract: Systems and methods for correcting a voice query based on a subsequent voice query with a lower pronunciation rate. In some aspects, the systems and methods calculate first and second pronunciation rates of first and second voice queries. The systems and methods determine that the second pronunciation rate is lower than the first pronunciation rate and determine a first candidate pronunciation time for a first candidate word from the first voice query. The systems and methods determine a second candidate pronunciation time, adjusted to the first pronunciation rate, for the second candidate word from the second voice query. The systems and methods determine that the first candidate pronunciation time matches the second candidate pronunciation time and generate a third voice query based on the first voice query by replacing the first candidate word with the second candidate word.

Abstract: An example method includes receiving at a conference bridge media from a plurality of participants during a conference session and mixing the media received from the plurality of participants to provide mixed media. At least one utterance of the mixed media is parsed using natural language processing to determine a command and at least one subject or object associated with the command. The method also includes invoking a selected conference function during the conference session based on the determined command and each identified subject or object.

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for analyzing a conversation between a plurality of participants. In a particular embodiment, a method provides determining a first speaker from the plurality of participants and determining a second speaker from the plurality of participants. The method further provides determining a first plurality of turns comprising portions of the conversation when the first speaker is speaking and determining a second plurality of turns comprising portions of the conversation when the second speaker is speaking The method also provides determining per-turn statistics for turns of the first and second pluralities of turns and identifying phases of the conversation based on the per-turn statistics.

Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.

Abstract: A disclosed digital media device operational at user premises to receive media signals from a media source for presentation via endpoint devices such as a television display. The digital media device can include gateway and digital media management functionality and can be referred to as a gateway and digital media device. The device offers application services obtained over a wide area network and a user premises network. The digital media device may form a composite signal from the media signal and application service information, for example, for a composite audio and/or video signal for television type presentation to the user. The digital media device may receive a selection signal based on the presentation, for transmission to the application service provider device or to the media source. The media device also offers a GUI presenting a moveable arrangement of icons for selectively accessing application services.

Abstract: An electronic device includes a microphone that receives an audio signal that includes a spoken trigger phrase, and a processor that is electrically coupled to the microphone. The processor measures characteristics of the audio signal, and determines, based on the measured characteristics, whether the spoken trigger phrase is acceptable for trigger phrase model training. If the spoken trigger phrase is determined not to be acceptable for trigger phrase model training, the processor rejects the trigger phrase for trigger phrase model training.

Abstract: A device can receive, from an interactive voice response (IVR) system, a set of instructions to initiate an application session of an application and to provide an authentication interface for display. The device can receive, via the authentication interface and during the application session, a first credential from a user of the device. The device can authenticate, during the application session, the first credential. The device can receive, from a third-party server device and during the application session, a second credential. The device can cause, during the application session, a communication session to be established with the IVR system to request the account information. The communication session can include a telephone call established between the application and the IVR system. The device can receive the account information from the IVR system via the application session. The device can provide the account information for display via a display of the device.

Abstract: Novel tools and techniques are provided for implementing Internet of Things (“IoT”) functionality. In some embodiments, a wearable control device (“WCD”) might receive first user input comprising one or more of touch, gesture, and/or voice input from the user. The WCD (and/or a remote computing system (“RCS”)) might analyze the first user input to identify a user device of a plurality of user devices to remotely control. The WCD might establish wireless communications with the identified user device, and might reconfigure its user interface to provide the user with command options to control the user device. The WCD might receive second user input. The WCD (and/or the RCS) might analyze the second user input to identify one or more functionalities of the user device to invoke, and might generate first command instructions, which might be sent by the WCD to the user device, via the wireless communications.

Abstract: A disclosed digital media device operational at user premises to receive media signals from a media source for presentation via endpoint devices such as a television display. The digital media device can include gateway and digital media management functionality and can be referred to as a gateway and digital media device. The device offers application services obtained over a wide area network and a user premises network. The digital media device may form a composite signal from the media signal and application service information, for example, for a composite audio and/or video signal for television type presentation to the user. The digital media device may receive a selection signal based on the presentation, for transmission to the application service provider device or to the media source. The media device also offers a GUI presenting a moveable arrangement of icons for selectively accessing application services.

Abstract: Communications from a primary communication session are transitioned to a secondary communication session. A primary communication from a primary communication session is detected, where the primary communication is between a first device and a second device, and where the primary communication session is a first type of communication session. A signal selecting a secondary communication session for future communications from the first device is received, where the secondary communication session is a second type of communication session that is different from the first type of communication session, and where the secondary communication session has been determined to be a preferable venue for the future communications from the first device. Future communications from the first device are then directed to the secondary communication session.

Abstract: A method for delivery of a voice mail message to a recipient. The method includes determining content of the voice mail message, identifying a recipient of the voice mail message based on the determining step, converting the voice mail message to a format for delivery based on the identifying step, and delivering the converted voice mail message to the recipient. The method further includes identifying a voice mail box of the recipient and caching voice mail box information at a voice mail server.