In a hospital, information exchange is essential to save lives and to prevent life-endangering mistakes. Information exchange is supported by a hospital information system (HIS). From a theoretical perspective, the deployment of an HIS is promising because it reduces errors and duplication of information. In practice, however, there are some major problems concerning the usage of such a system. One way to deal with these problems is introduced in this paper: the integration of sensor data into social media. The paper concentrates on the conceptual benefits and risks such an integration may generate. It focuses on the case of a patient room.

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Availability, Reliability, and Security in Information Systems and HCI

In one embodiment, a secure mechanism operates in conjunction with a three-way bridge in a contact center to protect against inadvertent exposure of sensitive information provided during a call. During the call, an agent may bridge on an interactive voice response system (“IVR”) onto the call prompting the party to enter sensitive information, such as a credit card account number, to effect a payment. The information may be provided by the party using dual-tone multiple frequency (“DTMF”) tones or speech. The IVR may provide a confirmatory announcement indicating the sensitive information received. A switch may be controlled by the IVR so that any sensitive information expected from the party or provided by the IVR in a confirmatory announcement is not presented to the agent or to a recording system. In this manner, the IVR suppresses the exposure of sensitive information to the agent and/or a recording system.

Protecting sensitive information provided by a party to a contact center

A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics component to analyze the remote party's or the agent's speech. If a keyword is detected, an event notification is provided from the speech analytics component to the call handler. A logic script executing in the call handler defines what actions are to occur in response to receiving the event notification. The call handler can provide information to the agent, record a violation, or await further event notifications. In one embodiment, detection of a first keyword in a first keyword set spoken by a remote party causes the agent's speech to be monitored using a second keyword set.

Management system for using speech analytics to enhance contact center agent conformance

A real-time speech analytics system (“RSTA system”) detects a speech condition during a call involving a contact center agent and a remote party. Upon detecting the speech condition, an alert message is provided to an alert reporting module (“ARM”), which is configured to access various data to form a RTSA alert. In one embodiment, the RTSA alert is a transient alert indication overlaid on an agent icon on a grid where the agent icon represents the agent and is displayed to a contact center supervisor. Information on the type and severity of the alert may be conveyed by text and non-text images, such as icons, colors, or symbols. A number representing a cumulative number of alert messages received for each agent may be indicated in an alert bubble overlaid on the agent icon. A viewer is able to request detailed alert data upon selecting the alert bubble.

Dynamic display of real time speech analytics agent alert indications in a contact center

Various embodiments of the invention provide methods, systems, and computer-program products for providing a plurality of speech analytics engines in a speech analytics module for detecting semantic and non-semantic speech characteristics in the audio of a call involving an agent in a contact center and a remote party. The speech analytics module generates event notification messages reporting the detected semantic and non-semantic speech characteristics and these messages are sent to an event handler module that forwards the messages to one or more application specific modules. In turn, the application specific modules provide functionality based on the semantic and non-semantic speech characteristics detected during the call such as, for example, causing information to be presented on the screen of a computer used by the agent during the call.

Contact center speech analytics system having multiple speech analytics engines

Techniques for protecting information in an audio file are provided. The techniques include obtaining an audio file, detecting information bearing one or more segments in a speech signal, wherein the information comprises information sought for protection, encrypting the information sought for protection by scrambling the one or more segments using a scrambling filter, and selectively decrypting an amount of the encrypted information, wherein the amount of the encrypted information to be decrypted depends on user access privilege, and wherein selectively decrypting the amount of the encrypted information protects said amount of the encrypted information. Techniques are also provided for protecting information in an audio file.

Method for protecting audio content

Scheduling a meeting is a difficult task for people who have overbooked calendars and many constraints. The complexity increases when the meeting is to be scheduled between parties who are situated in geographically distant locations of a city and have varying travel patterns. In this paper, we present a solution that identifies a common meeting point for a group of users who have temporal and spatial locality constraints that vary over time. The problem entails answering an Optimal Meeting Point (OMP) query in spatial databases. Under Euclidean space OMP query solution identification gets reduced to the problem of determining the geometric median of a set of points, a problem for which no exact solution exists. The OMP problem does not consider any constraints as far as availability of users is concerned whereas that is a key constraint in our setting. We therefore focus on finding a solution that uses daily movements information obtained from GPS traces for each user to compute stay points during various times of the day. We then determine interesting locations by analyzing the stay points across multiple users. The novelty of our solution is that the computations are done within the database by using various relational algebra operations in combination with statistical operations on the GPS trajectory data. This makes our solution scalable to larger groups of users and for multiple such requests. Once this list of stay points and interesting locations are obtained, we show that this data can be utilized to construct spatio-temporal graphs for the users that allow us efficiently decide a meeting place. We perform experiments on a real-world dataset and show that our method is effective in finding an optimal meeting point between two users.

Mining GPS traces to recommend common meeting points

Techniques for protecting information in an audio file are provided. The techniques include obtaining an audio file, detecting information beating one or more segments in a speech signal, wherein the information comprises information sought for protection, encrypting the information sought for protection by scrambling the one or more segments using a scrambling filter, and selectively decrypting an amount of the encrypted information, wherein the amount of the encrypted information to be decrypted depends on user access privilege, and wherein selectively decrypting the amount of the encrypted information protects said amount of the encrypted information. Techniques are also provided for protecting information in an audio file.

System and computer program product for protecting audio content

Much work has been done on understanding and predicting human mobility in time. In this work, we are interested in obtaining a set of users who are spatio-temporally most similar to a query user. We propose an efficient way of user data representation called Spatio-Temporal Signatures to keep track of complete record of user movement. We define a measure called Spatio-Temporal similarity for comparing a given pair of users. Although computing exact pairwise Spatio-Temporal similarities between query user with all users is inefficient, we show that with our hybrid pruning scheme the most similar users can be obtained in logarithmic time with in a (1 + ∊) factor approximation of the optimal. We are developing a framework to test our models against a real dataset of urban users.

https://www.aaai.org/ocs/index.php/AAAI/AAAI15/paper/download/9380/9736

L. Venkat Subramaniam

Papers

Method for protecting audio content

Mining GPS traces to recommend common meeting points

System and computer program product for protecting audio content

Spatio-temporal signatures of user-centric data: how similar are we?