An intelligent automated assistant system engages with the user in an integrated, conversational manner using natural language dialog, and invokes external services when appropriate to obtain information or perform various actions. The system can be implemented using any of a number of different platforms, such as the web, email, smartphone, and the like, or any combination thereof. In one embodiment, the system is based on sets of interrelated domains and tasks, and employs additional functionally powered by external services with which the system can interact.

Intelligent Automated Assistant

In one aspect, the present invention facilitates the investigation of networks of criminals, by gathering associations between phone numbers, the names of persons reached at those phone numbers, and voice print data. In another aspect the invention automatically detects phone calls from a prison where the voiceprint of the person called matches the voiceprint of a past inmate. In another aspect the invention detects identity scams in prisons, by monitoring for known voice characteristics of likely imposters on phone calls made by prisoners. In another aspect, the invention automatically does speech-to-text conversion of phone numbers spoken within a predetermined time of detecting data indicative of a three-way call event while monitoring a phone call from a prison inmate. In another aspect, the invention automatically thwarts attempts of prison inmates to use re-dialing services. In another aspect, the invention automatically tags audio data retrieved from a database, by steganographically encoding into the audio data the identity of the official retrieving the audio data.

Multi-party conversation analyzer & logger

A method for operating a voice trigger is provided. In some implementations, the method is performed at an electronic device including one or more processors and memory storing instructions for execution by the one or more processors. The method includes receiving a sound input. The sound input may correspond to a spoken word or phrase, or a portion thereof. The method includes determining whether at least a portion of the sound input corresponds to a predetermined type of sound, such as a human voice. The method includes, upon a determination that at least a portion of the sound input corresponds to the predetermined type, determining whether the sound input includes predetermined content, such as a predetermined trigger word or phrase. The method also includes, upon a determination that the sound input includes the predetermined content, initiating a speech-based service, such as a voice-based digital assistant.

Voice trigger for a digital assistant

A computer program product for communicating across channels with emotion preservation includes a computer usable storage medium having computer useable program code embodied therewith, the computer usable program code including: computer usable program code to receive a first language communication comprising text marked up with emotion metadata; computer usable program code to translate the emotion metadata into second language emotion metadata; computer usable program code to translate the text to second language text; computer usable program code to analyze the second language emotion metadata for second language emotion information; and computer usable program code to combine the second language emotion information in first language communication with the second language text.

Communicating across voice and text channels with emotion preservation

A method and system for accumulating and using images of individuals, and associated image-derived data, on an continuous basis to create recognition models that facilitate ongoing recognition of individuals in images or photo collections.

Enabling persistent recognition of individuals in images

An apparatus and method for detecting a fraud or fraud attempt in a captured interaction. The method comprising a selection step in which interactions suspected as capturing fraud attempts are selected for further analysis, and assigned a first fraud probability, and a fraud detection step in which the voice is scored against one or more voice prints, of the same alleged customer or of known fraudsters. The first fraud or fraud attempt probability is combined with the result of the scoring of the fraud detection step, to generate a total fraud or fraud attempt probability. If the total fraud or fraud attempt probability exceeds a threshold, a notification is issued. The selection, scoring and combination thereof are performed using user-defined rules and thresholds.

Method and apparatus for fraud detection

A method and apparatus for automatic quality evaluation of an activity related to an organization, such as an agent of an organization which interacts with a calling party, a product, a campaign or the like, based on any combination of one or more of the following: the interaction itself and particularly its vocal part; meta data related to the call, to the call parties or to the environment; information extracted from the call or general information. The method may be activated off-line or on-line, in which case all alert can be generated for one or more calls.

Method and system for automatic quality evaluation

A method and apparatus for determining whether a speaker uttering an utterance belongs to a predetermined set comprising known speakers, wherein a training utterance is available for each known speaker. The method and apparatus test whether features extracted from the tested utterance provide a score exceeding a threshold when matched against one or more of models constructed upon voice samples of each known speaker. The method and system further provide optional enhancements such as determining, using, and updating model normalization parameters, a fast scoring algorithm, summed calls handling, or quality evaluation for the tested utterance.

Method and apparatus for large population speaker identification in telephone interactions

An apparatus and method for detecting an emotional state of a speaker participating in an audio signal. The apparatus and method are based on the distance in voice features between a person being in an emotional state and the same person being in a neutral state. The apparatus and method comprise a training phase in which a training feature vector is determined, and an ongoing stage in which the training feature vector is used to determine emotional states in a working environment. Multiple types of emotions can be detected, and the method and apparatus are speaker-independent, i.e., no prior voice sample or information about the speaker is required.

Apparatus and Methods for the Detection of Emotions in Audio Interactions

A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the organization participates; extracting a feature from the segment; extracting a global feature associated with the interaction; aggregating the feature and the global feature; and classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature The method and system may also use features extracted from earlier segments within the interaction The method and system can also evaluate the model based on features extracted from training interactions and manual tagging assigned to the interactions or segments thereof

Moshe Wasserblat

Papers

Method and apparatus for fraud detection

Method and system for automatic quality evaluation

Method and apparatus for large population speaker identification in telephone interactions

Apparatus and Methods for the Detection of Emotions in Audio Interactions

Methods and apparatus for real-time interaction analysis in call centers