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

An electronic device may capture a voice command from a user. The electronic device may store contextual information about the state of the electronic device when the voice command is received. The electronic device may transmit the voice command and the contextual information to computing equipment such as a desktop computer or a remote server. The computing equipment may perform a speech recognition operation on the voice command and may process the contextual information. The computing equipment may respond to the voice command. The computing equipment may also transmit information to the electronic device that allows the electronic device to respond to the voice command.

Electronic Devices with Voice Command and Contextual Data Processing Capabilities

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 device can be configured to receive speech input from a user. The speech input can include a command for accessing a restricted feature of the device. The speech input can be compared to a voiceprint (e.g., text-independent voiceprint) of the user's voice to authenticate the user to the device. Responsive to successful authentication of the user to the device, the user is allowed access to the restricted feature without the user having to perform additional authentication steps or speaking the command again. If the user is not successfully authenticated to the device, additional authentication steps can be request by the device (e.g., request a password).

Device access using voice authentication

The WEARABLE INTELLIGENT VISION DEVICE APPARATUSES, METHODS AND SYSTEMS (“WIVD”) transform mobile device location coordinate information transmissions, real-time reality visual capturing, mixed gesture capturing, bio-sensor data via WIVD components into real-time behavior-sensitive product purchase related information, shopping purchase transaction notifications, and electronic receipts. In one implementation, the WIVD may provide a personal device in the form of a pair of eyeglasses, wherein the wearer of the eyeglasses may obtain various augmented reality views. The WIVD determines a user prior behavior pattern from the accessed user profile, and obtains user real-time in-store behavior data from the user mobile device.

Wearable Intelligent Vision Device Apparatuses, Methods and Systems

The disclosed method and apparatus combine interactions and transactions in order to detect fraud acts or fraud attempts. In one embodiment, one or more interactions is correlated with one or more transactions, the interactions is and transactions features are combined, and features are extracted from the combined structure. The features are compared against one or more profiles, and a combined risk score is determined for the interactions or transactions. If the risk score exceeds a predetermined threshold, a preventive/corrective action can be taken. In another embodiment, behavioral characteristics extracted from one or more interactions associated with a transaction, with a risk score obtained by analyzing the transaction. The behavioral characteristic are used to enhance suspicion level related to a transaction being fraudulent, and to enable the taking of measures related to the transaction or to the person handling the transaction. The combination thus enables better assessment whether a particular interaction or transaction is fraudulent, and therefore provides for better detection or prevention of such activities. In addition, making the fraud assessment more reliable enables more efficient resource allocation of personnel for monitoring the transactions and interactions, better usage of communication time by avoiding lengthy identification where not required, and generally higher efficiency.

Apparatus and method for fraud prevention

A method and apparatus for automatically sectioning an interaction into sections, in order to get more insight into interactions. The method and apparatus include training, in which a model is generated upon training interactions and available tagging information, and run-time in which the model is used towards sectioning further interactions. The method and apparatus operate on context units within the interaction, wherein each context unit is characterized by a feature vector relate to textual, acoustic or other characteristics of the context unit.

Methods and apparatus for deep interaction analysis

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

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

A method and apparatus for predicting customer churn from an organization. The method and apparatus determine an interaction churn score based on analyzing an interaction between the customer and the organization and related data. Optionally, the method and apparatus determine also a transactional churn score based on additional data related to the customer or the organization, and a combined churn score based on the interaction churn score and the transactional churn score. The interaction churn score is determined by assessing a categorization score for the interaction in association with one or more categories, and combining the categorization scores. Of further use is a retention offer mechanism for making a retention offer to the customer.

Method and apparatus for predicting customer churn

Methods and apparatus for the enhancement of speech to text engines, by providing indications to the correctness of the found words, based on additional sources besides the internal indication provided by the STT engine. The enhanced indications comprise sources of data such as acoustic features, CTI features, phonetic search and others. The apparatus and methods also enable the detection of important or significant keywords found in audio files, thus enabling more efficient usages, such as further processing or transfer of interactions to relevant agents, escalation of issues, or the like. The methods and apparatus employ a training phase in which word model and key phrase model are generated for determining an enhanced correctness indication for a word and an enhanced importance indication for a key phrase, based on the additional features.

Yuval Lubowich

Papers

Apparatus and method for fraud prevention

Methods and apparatus for deep interaction analysis

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

Method and apparatus for predicting customer churn

Methods and apparatus for enhancing speech analytics