There is provided a relay apparatus that enables a communication voice of a specific communication terminal to be tracked and recorded. A call from a communication terminal results in establishment of a communication session in which the calling communication terminal and a called communication terminal are regarded as participating terminals. Transmission of a voice signal from any of the participating terminals in the established communication session allows the voice signal to be transmitted, together with session information, to the other participating terminal in the same communication session. A virtual device is associated with the communication terminal, and the communication terminal and the virtual device establish a virtual communication session. In the virtual communication session, the voice signal transmitted from the communication session to the virtual device is recorded in a communication monitor.

A system for detecting three-way calls in a monitored telephone conversation includes a speech recognition processor that transcribes the monitored telephone conversation and associates characteristics of the monitored telephone conversation with a transcript thereof, a database to store the transcript and the characteristics associated therewith, and a three-way Call detection processor to analyze the characteristics of the conversation and to detect therefrom the addition of one or more parties to the conversation. The system preferably includes at least one domain-specific language model that the speech recognition processor utilizes to transcribe the conversation. The system may operate in real-time or on previously recorded conversations. A query and retrieval system may be used to retrieve and review call records from the database.

A system for detecting three-way calls in a monitored telephone conversation includes a speech recognition processor that transcribes the monitored telephone conversation and associates characteristics of the monitored telephone conversation with a transcript thereof, a database to store the transcript and the characteristics associated therewith, and a three-way Call detection processor to analyze the characteristics of the conversation and to detect therefrom the addition of one or more parties to the conversation. The system preferably includes at least one domain-specific language model that the speech recognition processor utilizes to transcribe the conversation. The system may operate in real-time or on previously recorded conversations. A query and retrieval system may be used to retrieve and review call records from the database.

A data gate apparatus for integrating functionalities of an interface format into a plurality of services. The data gate comprises a storage device, a communication interface and a processor coupled to the storage device and the communication interface. The processor detects a device supporting a first interface format that is different than the interface formats stored in the storage device. The processor learns the first interface format by receiving data function in the first interface format and associating a field in the data function with a variable representing information of a particular type. The processor verifies that the first interface format has been successfully learnt by generating a message in the first interface format and sending the message to the device. The processor receives a response to the message and parses the response to thereby confirm that the first interface format is functional and integrable into the plurality of services.

A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides a waiting party with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number.

A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

In order to enable appropriate reporting of information related to an event to be reported when the event occurs, a report processing apparatus 100 includes: an information obtaining unit 131 configured to obtain first report information reported from a terminal apparatus with respect to a target event; a determination unit 133 configured to determine one or more report destinations associated with the target event from a plurality of candidate report destinations (report destination apparatus 401 to 405) based on the first report information; and a communication processing unit 135 configured to transmit information related to the first report information to the one or more report destinations associated with the first report information.

Aspects of the present application provide a communication system that includes a communication unit and a control unit. The communication unit is configured to receive, from a communication source, a scheduling request for scheduling transmission of a message to a specific communication destination. The control unit is configured to perform control such that the communication destination is notified of existence of the message at a predetermined timing in accordance with content of the message and a current or past psychological situation of a user corresponding to the specific communication destination received by the communication unit.

Aspects of the present application provide a communication system that includes a communication unit and a control unit. The communication unit is configured to receive, from a communication source, a scheduling request for scheduling transmission of a message to a specific communication destination. The control unit is configured to perform control such that the communication destination is notified of existence of the message at a predetermined timing in accordance with content of the message and a current or past psychological situation of a user corresponding to the specific communication destination received by the communication unit.