677results about "Automatic exchanges" patented technology

The invention discloses a power customer service real-time assistance and work order linkage method and system, and the method comprises the steps: collecting the voice data of an incoming call in real time, translating the voice data in real time to generate a translated text, and synchronously extracting the voice emotion features; performing semantic recognition on the translated text to extract a business appeal, performing risk analysis through a multi-dimensional risk early warning algorithm in combination with the translated text and the voice emotion features, and outputting a risk level; automatically judging and marking customer types and risk labels based on the translated text and the risk level; and automatically generating and filling a work order according to the business appeal, the customer type and the risk tag, and associating the work order with the translated text and the voice data. Through deep fusion of voice real-time translation and risk early warning, the problems of high translation delay, incomplete risk early warning coverage and low system cooperation efficiency in the prior art are solved, full-process automatic closed-loop management is realized, and the service efficiency, the risk management and control capability and the customer satisfaction are remarkably improved.

Systems and methods for orchestrating interaction with an artificial intelligence (AI) application in a contact center environment receive, via an AI agent, a voice message from a user; convert the message from voice to text; generate an initial computational inference process based on the text message; determine whether or not all information required to execute the initial computational inference process is available to the processor; when a determination is made that all information required is available: execute the initial computational inference process; generate a text reply based on the initial computational inference process; convert the text reply to a voice reply; and send the voice reply to the user via the AI agent; when a determination is made that information is unavailable: generate a text query requesting the information; convert the text query to a voice query; and send the voice query to the user via the AI agent.

Aspects of the present disclosure are directed to receiving a user phone call and triggering user interactions via an alternative channel in response to the user phone call. Users may call an account service provider with issues related to a user account. To service such a call, the account service provider may prompt the user for information. This information can be analyzed to determine whether the conditions for the user's call are aligned with a shift to a more efficient alternative channel. For example, a guided user workflow via a webpage, application, chat agent, etc. may represent a more efficient deployment of organizational resources. When such conditions are aligned, the account service provider may trigger a selected user interaction workflow for the user call via an alternative channel. The user interaction workflow can comprise a guided workflow that is configured to resolve the user's issue related to the call.

Systems and methods for providing contextual based actions based on a natural language input are disclosed. The method comprises: receiving, on a media device, a natural language input; determining, based on the natural language input, a first context of the natural language input; and determining, based on the first context, a first action. a dynamic action button is generated and configured to be selected by a user to carry out an action, and in response to the user selecting the dynamic action button, the systems and methods describe carrying out the first action.

Based on an initial set of claim data for a claim event of a user, a computing system can generate an initial script and a content flow that includes the initial script for a call representative to utilize in a call session with the user, the content flow comprising a plurality of sub-flow groupings. Based on the user initiating a topic corresponding to a respective sub-flow grouping from the plurality of sub-flow groupings, the system can update the content flow to enable the call representative to hop to the respective sub-flow grouping within the content flow.

Systems and methods for facilitating electronic safety alert communications by a safety alert management system are disclosed herein. A method includes receiving an electronic safety alert for a specific safety event from a user electronic device via a safety alert application, the safety alert including at least one user message from a user associated with the user device. The method includes initiating an electronic chat session between the user and the safety agent attending the safety management application and, for at least one user message received at the safety management application, determining a reply message to send to the user device in response to the at least one user message. In embodiments, a machine learning model is used to analyze the user message and determine one or more recommended reply messages to display to the agent. A method for training a safety chat language model in a safety alert management system is also disclosed.

The embodiment of the specification provides a gas operation method and an Internet of Things system based on a smart gas call center. The method comprises the following steps: acquiring gas user call data of the call center; predicting demand information of different types of users based on the gas user call data, wherein the demand information at least comprises gas product demand and gas service demand; determining and pushing gas operation push features based on the demand information of different types of users, wherein the gas operation push features comprise push type features and push content features.

Systems and methods detect and prevent vishing attacks through an integrated framework combining SIP header customization, STIR / SHAKEN frameworks, AI / ML analysis, and real-time speech analysis using the Viterbi algorithm. The system begins with call initiation, embedding authentication information in the SIP header. The SIP data is transmitted and verified using STIR / SHAKEN frameworks, ensuring the authenticity of the caller's identity. Verified data is cross-referenced with third-party databases and analyzed by an AI / ML engine to detect anomalies. If potential fraud is detected, the call is blocked, and the customer is notified. Calls that pass initial checks are further analyzed using the Viterbi algorithm, which converts speech to text and identifies suspicious patterns. An anomaly pattern detector processes the converted text to detect vishing indicators, terminating the call if a match is found. This multi-layered approach ensures robust protection against vishing, enhancing the security and reliability of voice communications while safeguarding users from fraud.

A system, device, and method to reconnect a terminated communication to the original queue and provide queue status over a different communication channel. The method includes receiving a first communication over a first communication channel and placing the first communication in a contact center queue. The method also includes providing a user with an option to terminate the first communication over the first communication channel and receive queue status information over a second communication channel, and in response to the user selecting the option: terminating the first communication while maintaining a queue status in the contact center queue for the first communication; providing the queue status information; in response to the queue status of the first communication being within a threshold, notifying the user to initiate a second communication over the first communication channel; and replacing the first communication in the contact center queue with the second communication.

A telecommunications switch-type platform positioned between a private-branch exchange and a data network dynamically hosts artificial-intelligence agents that interpret, transcribe, translate and transliterate live call traffic while the session is in progress. Machine-readable instructions stored in local memory instantiate, migrate and terminate the agents on demand across dedicated processing resources such as field-programmable gate arrays, application-specific integrated circuits or system-on-chip devices, thereby maintaining end-to-end latency below 250 milliseconds. An integrated call-audio recorder captures bidirectional media streams for secure archiving without interrupting service. The platform exposes a network interface that passes both signalling and media traffic, enabling seamless deployment inside call-centre or enterprise environments and compatibility with softswitch architectures conforming to class-4 Computational Interpretation of Communication using Artificial Intelligence standards. The same functional stack is deliverable as a computer-implemented method and as a non-transitory machine-readable medium storing the instructions executed by the processing resources.

The present disclosure provides a system for adaptive voicemail and interactive voice response (IVR) detection in outbound calls. The system includes a call initialization module configured to establish an outbound call connection, a speech processing module configured to convert incoming audio signals into text in real-time, a classification module configured to analyze the text and determine whether the call has reached a live recipient, a voicemail system, or an IVR menu, a decision-making module configured to determine an appropriate course of action based on the classification, and a response generation module configured to generate and deliver appropriate responses based on the determined course of action. The system enables efficient handling of outbound calls by accurately detecting and responding to different call scenarios.

The invention discloses an intelligent voice outbound system capable of realizing automatic adjustment, and relates to the technical field of intelligent voice interaction, the system comprises a voice acquisition and preprocessing module, a voiceprint analysis and emotion recognition module, a dynamic verbal skill generation module, a verbal skill real-time optimization module and a voice synthesis and outbound module; the communication efficiency and personalized service are improved through a'generation-optimization-feedback 'closed-loop design, the system generates scene-fitting verbal skills according to customer emotions, historical records and demands, adjusts strategies according to instant feedback of customers, reduces invalid conversations, reduces customer conflicts, shortens the communication period, and meanwhile, improves the user experience. Voiceprint features are decomposed into four quantifiable dimensions, emotion is accurately recognized in combination with a combination rule, limitation of a single index is avoided, the dynamic verbal skill generation module is based on a generative adversarial network, high-quality verbal skill can be learned, the dynamic verbal skill generation module adapts to multiple scenes, customization cost is reduced, and intelligent outbound large-scale application is promoted.

The invention relates to the technical field of intelligent outbound calls, in particular to an intelligent outbound call processing method and device based on artificial intelligence and a server. Real-time voice data input by a user is converted into text data based on a voice analysis model, intention analysis is conducted on the text data based on an intention analysis model, and the intention of the user is obtained. And performing sentiment analysis on the text data based on the sentiment analysis model to obtain a sentiment analysis result of the user, generating a dialogue strategy matched with the user according to a user intention analysis result and the sentiment analysis result, and finally executing dynamic adjustment operation according to the dialogue strategy and dialogue skill data to obtain verbal skill data matched with the user. According to the method, the accurate dialogue strategy is generated for the user not only through the intention of the user but also in combination with the sentiment analysis result of the user, so that the verbal skill data to be provided for the user is adjusted, the determination accuracy and precision of the verbal skill data needed by the user are improved, and the interaction accuracy of the intelligent outbound dialogue process is improved.

A method for reducing noise for event sequence visualization according to an embodiment includes identifying patterns of events from an event sequence dataset, wherein the event sequence dataset includes data for a plurality of event sequences, and wherein each event sequence of the plurality of events sequences includes at least one event, encoding each event sequence of the plurality of event sequences into a respective vector embedding based on the identified patterns of events to generate a plurality of vectors, executing a clustering algorithm on the plurality of vectors to generate a plurality of clusters, assigning each event sequence of the plurality of event sequences to a respective cluster of the plurality of clusters, generating a reduced dataset based on the assignment of the plurality of event sequences to the plurality of clusters, and building a data structure for event sequence visualization based on the reduced dataset.

In aspects of modulation-based call exit management, a media device detects that a user desires to exit a conference call and determines whether a video feed of the conference call is active or inactive. Based on the video feed being active, the media device applies at least one of modulation or a depth effect to the pre-recorded audio message to generate a modified pre-recorded audio message. Based on the video feed being inactive, the media device records an audio message of the user reading the contextual transcript during the conference call to generate a recorded audio message and applies at least one of the modulation or the depth effect to the recorded audio message to generate a modified recorded audio message. The media device provides the modified pre-recorded audio message or the modified recorded audio message to a speaker that emits the provided audio message.

A chatbot system includes a computer hardware system for implementing a chatbot and a hardware processor configured to initiate the following executable operations. A user prompt associated with a user and directed to the chatbot is received from a client device. An interactive voice response (IVR) tree associated with the user prompt is identified. The user prompt and the IVR tree are encoded into an encoded input. The encoded input is consumed by a trained neural model, and the neural model generates, using the encoded input, business process information. The trained neural model generates, using the business process information, an answer, and the answer is provided to the client device.

The invention relates to the technical field of intelligent outbound calling, in particular to an intelligent outbound calling interaction method and system based on voice recognition and language understanding, and the method comprises the steps: obtaining a target outbound calling task and a verbal skill template set based on a task distribution instruction, and obtaining an initial voice signal of a user through a target number after confirming that the initial voice signal is obtained through the target number; noise reduction and feature extraction are carried out on the initial voice signal to obtain a noise reduction voice signal feature set, an automatic voice recognition unit is used for recognizing the noise reduction voice signal feature set to obtain a user voice text, and the user voice text is analyzed to obtain a user voice intention text; and matching the verbal skill template set by using the user voice intention text to obtain a target verbal skill template, performing voice synthesis on the target verbal skill template by using a voice synthesis method to obtain target verbal skill voice, obtaining user feedback voice based on the target verbal skill voice, and realizing intelligent outbound interaction based on the user feedback voice. According to the invention, intelligent interaction of the outbound task can be realized.

Techniques are disclosed that relate to a computer system implementing a conversational artificial intelligence platform. The computer system may receive a request that includes text data specifying an utterance of a user. The computer system determines, form the utterance, an intent of the user. The computer system selects a first virtual agent to handle the request based on the determined intent. The computer system routes the text data and subsequent text data of the request to the first virtual agent for handling. The computer system receives, from the first virtual agent, a message that the determined intent is incorrect, the message including state information indicative of actions taken by the first virtual agent relative to the request. The computer system selects a second virtual agent to handle the request based on the state information. The computer system may receive input from an interactive voice response system or another channel.

Systems and methods for mediating an audio source during a meeting are provided. An active audio source is identified and mapped to instances connected to a communications and collaboration platform to determine a mapped instance. An audio signal device is determined from multiple devices for capturing audio from the active audio source. An audio system is configured to manipulate an active audio signal from the audio signal device via the mapped instance. In some cases, upon identifying a new active audio source, a new mapped instance is determined corresponding to the new active audio source.

A method includes receiving audio data of a virtual meeting and identifying, within a plurality of content items related to the virtual meeting, content not previously recognized by a speech recognition system designated to convert the audio data of the virtual meeting into text. The method also includes causing the speech recognition system to be modified based on the previously unrecognized content. The method further includes causing the audio data of the virtual meeting to be converted into the text using the modified speech recognition system, wherein the text comprises at least part of the previously unrecognized content.

An emergency management cloud server operative to be communicatively coupled to a user device and to a plurality of emergency service provider (ESP) terminals at a plurality of ESPs, the emergency management cloud server configured to: identify a user in an emergency, the user associated with the user device; obtain a location of the emergency, the location generated by the user device; determine an ESP, from the plurality of ESPs, that can provide an emergency response to the location based on the location being within a service area of the ESP; provide a prompt at an ESP terminal of the ESP to initiate communication with the user device via the emergency management cloud server; receive an input from the ESP terminal in response to the prompt; and initiate a real time messaging session between the user device and the ESP terminal in response to the input.

Systems and processes are disclosed for real-time fraud detection and prevention in in-person transactions. The invention utilizes an AI / ML engine to analyze customer application data for inconsistencies and unusual requests indicative of potential fraud. Concurrently, a real-time conversation analysis engine with speech recognition algorithms monitors interactions between bank associates and customers, identifying suspicious speech patterns, hesitations, and keywords associated with scams. By combining insights from application data and conversational analysis, the system generates a comprehensive risk assessment. When a high probability of fraud is detected, an alert notifies the bank associate, security personnel, and other relevant individuals. This proactive approach enables immediate action to prevent fraudulent transactions, reducing manipulation risks and minimizing financial losses. The system continuously learns from new data, adapting to evolving fraud tactics, thus providing robust, long-term protection for financial institutions and their customers.

Systems and methods for automated machine learning-based inbound call monitoring and structured response generation are disclosed. A server receives audio data of an inbound call and executes an acoustic feature extraction model to generate acoustic features for frames of the audio data. An audio transcription model generates a transcript segmented by speaker. The system identifies a plurality of question strings from a data repository, queries a mapping data structure to select a machine learning classification model or large language model for each question, and segments acoustic features and transcript text for each question string. The selected model is executed for each question string using the segmented data to generate a response. The system generates, in memory, a structured response object comprising the generated responses to the question strings. This approach enables efficient, transparent, and auditable quality assessment of voice interactions, supporting both deterministic and probabilistic analysis engines.

Systems and methods receive, by an internet provider, a network traffic analysis subscription request to screen incoming network traffic using a DPI protocol, the network traffic including data messages from external parties to a plurality of recipient devices, the DPI protocol being configured to detect malicious code by examining contents of data packets as well as a packet header of the data packets and predict that a source of the data packets is likely a fraudulent source, the network traffic analysis subscription request identifying a plurality of subscribed devices. Incoming network traffic directed to the subscribed devices is monitored using the DPI protocol at a network gateway. Based on the monitoring, it is determined that a message that includes data packet(s) is coming from a source predicted to be fraudulent and a screening action is performed to quarantine the message.

In aspects of interactive telephone system navigation, a media device maintains a record of menu inputs to navigate an interactive telephone menu based on a first call and associates a telephone number of the first call with the record. The media device detects the telephone number initiated for a second call and provides an automated navigation of the interactive telephone menu during the second call.

The present application relates to the field of communication technology, and more particularly to a 5G new call dynamic service scheduling method based on intelligent semantics, which realizes efficient scheduling of 5G call services through three core steps of multi-operator fusion access, dynamic routing distribution and intelligent voice interaction. The method constructs a unified SIP relay line integrated platform to integrate the network resources of three major operators; from the dimensions of network quality, cost rate, compliance and link load, routing strategies are designed for low-concurrency and high-concurrency scenarios respectively, and the path selection is dynamically optimized through a weight algorithm; and the intelligent analysis and interaction of voice semantics are realized in combination with ASR, TTS and NLP engines. The method solves the problems of cross-operator routing optimization, high-concurrency processing and compliance management, and is suitable for scenarios such as finance and government affairs that require high stability and compliance.

Provided are a call termination apparatus and a method thereof, the call termination apparatus including a call termination word presence determination device configured to determine whether a call termination word is present in a user's call speech, and a controller configured to compare the user's call termination word with a call termination example word registered in advance in a vehicle to control whether to terminate a call.

The invention relates to a streaming voice service concurrent processing method based on soft switching, and the method comprises the steps: building and maintaining a global voice recognition channel with an ASR server, continuously forwarding a user voice stream to the ASR server during a whole session period, and receiving a recognition result; processing the recognition result by adopting a finite-state machine and a large language model to generate a response text for multiple rounds of dialogues; and concurrently executing TTS processing while the global speech recognition channel is continuously operated: segmenting a response text into a plurality of segments according to semantics to perform streaming speech synthesis, and immediately sending a pseudo response after receiving first speech data so as to trigger a soft switch system to pre-load a playing buffer area in advance. Through global reception and concurrent processing, smooth multi-round dialogues which can be interrupted at any time are realized, and the interaction delay is reduced from a second level to a millisecond level by using a text fragmentation and early media triggering technology, so that the user experience and the interaction efficiency of an intelligent call center are remarkably improved.

Embodiments are directed to systems and techniques to perform authentication operations in a call center computing environment with transcoded encrypted data.

Systems and methods for performing a call trace with a cloud-implemented cellular network core are provided. In one example, a method includes: receiving input of a cloud computing region of a cloud computing platform for call trace, identifying a plurality of instantiations of a pod within a cellular network core function of a cellular network core, the cellular network core function being executed on the cloud-computing platform, and executing a call trace for the plurality of instantiations of the pod within the cellular network core function. The cellular network core of a cellular network is implemented across multiple cloud computing regions, and the cellular network core is implemented on the cloud computing platform that includes a plurality of cloud computing regions that includes the cloud computing region.