Computer-implemented methods and systems include enrolling a user at a first security tier, from a plurality of security tiers, based on user risk criteria and call risk criteria applied to one or more historical calls, storing voice calibration information for the enrolled user based on the one or more historical calls, monitoring for a call and receiving data associated with the call, the data having a voice component captured using a microphone, authenticating the call as originating from the enrolled user by matching the voice component to the voice calibration information, granting the enrolled user account access in accordance with the first security tier, during the call, based on the enrolling the user at the first security tier and the authenticating the call as originating from the enrolled user, and updating the voice calibration information based on the voice component.

A speech recognition method includes segmenting captured voice information to obtain a plurality of voice segments, and extracting voiceprint information of the voice segments; matching the voiceprint information of the voice segments with a first stored voiceprint information to determine a set of filtered voice segments having voiceprint information that successfully matches the first stored voiceprint information; combining the set of filtered voice segments to obtain combined voice information, and determining combined semantic information of the combined voice information; and using the combined semantic information as a speech recognition result when the combined semantic information satisfies a preset rule.

A method including receiving an incoming call from a calling device of a caller and determining identification information for the calling device. The method also includes receiving voice audio data of the caller from the calling device, converting the voice audio data to caller phones, and identifying a customer account associated with the identification information. The method further includes obtaining user phones for multiple candidate users associated with the identified customer account, comparing the caller phones to the user phones for the multiple candidate users, and determining the identity of the caller based on the comparison.

A method including receiving an incoming call from a calling device of a caller and determining identification information for the calling device. The method also includes receiving voice audio data of the caller from the calling device, converting the voice audio data to caller phones, and identifying a customer account associated with the identification information. The method further includes obtaining user phones for multiple candidate users associated with the identified customer account, comparing the caller phones to the user phones for the multiple candidate users, and determining the identity of the caller based on the comparison.

According to an aspect, there is provided an apparatus (500; FIG. 5) for determining an action to be taken in response to an emergency call, the apparatus comprising: a processor (502; FIG. 5) configured to receive an indication that an emergency call has been initiated; extract, from speech transmitted as part of the emergency call, features indicative of a medical condition or event relating to a subject; obtain medical data relating to the subject; predict, based on the extracted features and the medical data, an acuity level of the subject; determine, based on the acuity level, an action to be taken in respect of the subject; and provide an indication of the determined action for presentation to a recipient.

According to an aspect, there is provided an apparatus (500; FIG. 5) for determining an action to be taken in response to an emergency call, the apparatus comprising: a processor (502; FIG. 5) configured to receive an indication that an emergency call has been initiated; extract, from speech transmitted as part of the emergency call, features indicative of a medical condition or event relating to a subject; obtain medical data relating to the subject; predict, based on the extracted features and the medical data, an acuity level of the subject; determine, based on the acuity level, an action to be taken in respect of the subject; and provide an indication of the determined action for presentation to a recipient.

Methods for voice authentication include receiving a plurality of mono telephonic interactions between customers and agents; creating a mapping of the plurality of mono telephonic interactions that illustrates which agent interacted with which customer in each of the interactions; determining how many agents each customer interacted with; identifying one or more customers an agent has interacted with that have the fewest interactions with other agents; and selecting a predetermined number of interactions of the agent with each of the identified customers. In some embodiments, the methods further include creating a voice print from first and second speaker components of each interaction; comparing the voice prints of a first selected interaction to the voice prints from a second selected interaction; calculating a similarity score between the voice prints; aggregating scores; and identifying the voice prints that are associated with the agent.

Methods for voice authentication include receiving a plurality of mono telephonic interactions between customers and agents; creating a mapping of the plurality of mono telephonic interactions that illustrates which agent interacted with which customer in each of the interactions; determining how many agents each customer interacted with; identifying one or more customers an agent has interacted with that have the fewest interactions with other agents; and selecting a predetermined number of interactions of the agent with each of the identified customers. In some embodiments, the methods further include creating a voice print from first and second speaker components of each interaction; comparing the voice prints of a first selected interaction to the voice prints from a second selected interaction; calculating a similarity score between the voice prints; aggregating scores; and identifying the voice prints that are associated with the agent.

An alert method for a head mounted display includes: identifying the current user of the head mounted display, retrieving a speaker recognition profile for the current user, detecting audio using one or more microphones, estimating whether the detected audio comprises speech corresponding to that of the current user based on the retrieved speaker recognition profile, and if not, then relaying the detected audio comprising the speech to the current user of the head mounted display.

An alert method for a head mounted display includes: identifying the current user of the head mounted display, retrieving a speaker recognition profile for the current user, detecting audio using one or more microphones, estimating whether the detected audio comprises speech corresponding to that of the current user based on the retrieved speaker recognition profile, and if not, then relaying the detected audio comprising the speech to the current user of the head mounted display.