Abstract:
A method and apparatus for recording and indexing audio information exchanged during an audio conference call, or video, audio and data information exchanged during a multimedia conference. For a multimedia conference, the method and apparatus utilize the voice activated switching functionality of a multipoint control unit (MCU) to provide a video signal, which is input to the MCU from a workstation from which an audio signal is detected, to each of the other workstations participating in the conference. A workstation and/or participant-identifying signal generated by the multipoint control unit is stored, together or in correspondence with the audio signal and video information, for subsequent ready retrieval of the stored multimedia information. For an audio conference, a computer is connected to an audio bridge for recording the audio information along with an identification signal for correlating each conference participant with that participant's statements.
Abstract:
Techniques are disclosed for transmitting an announcement to one or more devices. In one example, a first device receives a first message that includes an announcement, the announcement associated with a voice that spoke the announcement. The first device may determine the announcement from the first message, and then identify one or more devices for receiving the announcement. The one or more devices may have a particular device type of a plurality of different device types comprising at least a mobile device. The first device may determine a network path through which a second message is transmitted based at least in part on the location of a second device. In accordance with a determination that the second device is located within a local area network associated with a home environment, the first device transmits the second message over the local area network. In accordance with a determination that the second device is located away from a local area network associated with a home environment, the first device transmits the second message over the wide area network.
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:
A method for determining potentially undesirable voices, in embodiments, includes: receiving audio recordings comprising voices associated with undesirable activity, and determining audio components of each of the audio recordings. The method may further comprise generating a multi-dimensional vector of the audio components for each of the plurality of audio recordings, and comparing audio components between the multi-dimensional vectors to determine clusters of multi-dimensional vectors, each cluster comprising two or more of the multi-dimensional vectors of audio components, wherein each cluster corresponds to a blacklisted voice. The method may further comprise receiving an audio recording or audio stream, and determining whether the audio recording or audio stream is associated with a voice associated with undesirable activity based on a comparison to the clusters.
Abstract:
The server receives a response accepting a task from a device. The server assigns the task to a user of the device. The server transmits an indication that the task was assigned to the user of the device.
Abstract:
Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.
Abstract:
An AI based moderator system for an electronic conference. The moderator scores users based on ratings and diversity, and attempts to keep a high rating person talking while maintaining diversity.
Abstract:
Techniques are disclosed for transmitting an announcement to one or more devices. In one example, a first device receives a first message that includes an announcement, the announcement associated with a voice that spoke the announcement. The first device may determine the announcement from the first message, and then identify one or more devices for receiving the announcement. The one or more devices may have a particular device type of a plurality of different device types comprising at least a mobile device. The first device may then transmit a second message to the one or more devices for presentation of the announcement by the one or more devices.
Abstract:
A centralized and robust threat assessment tool is disclosed to perform comprehensive analysis of previously-stored and subsequent communication data, activity data, and other relevant information relating to inmates within a controlled environment facility. As part of the analysis, the system detects certain keywords and key interactions with the dataset in order to identify particular criminal proclivities of the inmate. Based on the identified proclivities, the system assigns threat scores to inmate that represents a relative likelihood that the inmate will carry out or be drawn to certain threats and/or criminal activities. This analysis provides a predictive tool for assessing an inmate's ability to rehabilitate. Based on the analysis, remedial measures can be taken in order to correct an inmate's trajectory within the controlled environment and increase the likelihood of successful rehabilitation, as well as to prevent potential criminal acts.
Abstract:
A system for multilingual authentication access to a communication system in a controlled environment is disclosed. The system includes a communication subsystem that connects a communication between a first communication device and a second communication device, wherein the first communication device is used by the inmate of the correctional facility. The system also includes a profile subsystem configured to store profile information of the inmate associated with the first communication device. The system further includes an authentication subsystem that provides a challenge question to the first communication device based on the profile information and an accommodation of the inmate that affects authentication, receives a response to challenge question and a voice sample from the first communication device, verifies the response and the voice sample, and authorizes connection of the communication between the first communication device and the second communication device based on verification of the response and the voice sample.