A centralized and robust threat assessment tool is disclosed to perform comprehensive analysis of previously-stored and subsequent communication data, activity data, and other relevant information relating to inmates within a controlled environment facility. As part of the analysis, the system detects certain keywords and key interactions with the dataset in order to identify particular criminal proclivities of the inmate. Based on the identified proclivities, the system assigns threat scores to inmate that represents a relative likelihood that the inmate will carry out or be drawn to certain threats and/or criminal activities. This analysis provides a predictive tool for assessing an inmate's ability to rehabilitate. Based on the analysis, remedial measures can be taken in order to correct an inmate's trajectory within the controlled environment and increase the likelihood of successful rehabilitation, as well as to prevent potential criminal acts.

Automatically identifying speakers in real-time through media processing with dialog understanding. A plurality of audio streams may be received, an audio stream representing a speech of a participant speaking during an online meeting. A voice characteristic of a voice corresponding to the speech of the participant in the audio stream may be determined. The plurality of audio streams may be converted into text and a natural language processing may be performed to determine content context of the dialog. The natural language processing infers a name to associate with the voice in the audio stream based on the determined content context. A data structure linking the name with the voice may be created and stored in a knowledge base. A user interface associated with the online meeting application is triggered to present the name or identity of the speaker.

An intelligent transcription and automated record generation system and method are provided in which a record identification module can identify, based on call data from a video call, a record in a customer relationship management (CRM) database that is relevant to the video call. An image recognition and video extraction module can process a video stream that includes video information from the video call to extract relevant portions of the video information that are relevant to the record as extracted video information. A record updater module can automatically modify the record at the CRM database to include at least part of the extracted video information as part of the record.

An example electronic device includes a memory to store a user profile including first identifying information of a first participant in a conference call. A receiver receives second identifying information of the first participant from a transmitting device associated with the first participant, wherein the first identifying information and the second identifying information form an identifier for the first participant. An audio encoder receives an audio signal. A processor, in response to determining which transmitting device is nearest to a source of the audio signal relative to other transmitting devices, identifies the first participant as a source of the audio signal, and combines the identifier for the first participant with the audio signal generated by the first participant. A router forwards the combined identifier and audio of the first participant to a receiving device of a second participant in the conference call.

A system for detecting inmate to inmate conference calls in a correctional facility is disclosed herein. The system includes a database and a conference call detection server, wherein the conference call detection server is configured to monitor a plurality of inmate communications, convert an audio signal of each inmate communication to a frequency domain signal, identify frequency data comprising one or more frequency peaks and corresponding frequency values in the frequency domain signal for each inmate communication, generate a record comprising the frequency data for each inmate communication, resulting in a plurality of records, store the plurality of records in the database, detect an inmate to inmate conference call by matching a frequency subset of a new inmate communication with frequency data in a detected record in the database, and verify the inmate to inmate conference call by matching audio with voice biometric samples.

A system is described herein that facilitates the monitoring of inmate communications. The system provides a remotely-accessible means for a reviewer to monitor a call between an inmate and another person. The system includes a monitoring server and a monitoring station. The monitoring server is configured to receive a call and call information from a communication center and process the call for monitoring, schedule a review of the call; and store the call, the call information, and scheduling data. The monitoring station is configured to receive the call and the call information from the monitoring server based on the scheduling data, and to display the identifying information and facilitate the review of the call.

According to an example, with respect to artificial intelligence based service implementation, a voice call may be analyzed to generate voice data. The voice data may be converted to text data, which may be analyzed to identify keywords. Based on an analysis of the identified keywords, a user of a plurality of users may be identified. A user assistance flow of a plurality of user assistance flows that corresponds to a determined intent of the identified user may be ascertained. The voice call may be transferred to a digital assistant that may provide artificial intelligence based assistance to the identified user based on the user assistance flow that corresponds to the determined intent.

A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.

An intelligent transcription and automated record generation system and method are provided in which a record identification module can identify a record in a customer relationship management (CRM) database that is relevant to a call, and a voice recognition and transcription engine can process audio information from the call and transcribe voice data from the call to generate transcribed voice data. The calling party can be one or more of a caller who is making a call and a callee that is receiving the call. A record updater module can then automatically modify the record to include at least part of the transcribed voice data, and automatically add the modified record to the CRM database.

Obtaining configuration audio data including voice information for a plurality of meeting participants. Generating localization information indicating a respective location for each meeting participant. Generating a respective voiceprint for each meeting participant. Obtaining meeting audio data. Identifying a first meeting participant and a second meeting participant. Linking a first meeting participant identifier of the first meeting participant with a first segment of the meeting audio data. Linking a second meeting participant identifier of the second meeting participant with a second segment of the meeting audio data. Generating a GUI indicating the respective locations of the first and second meeting participants, and the GUI indicating a first transcription of the first segment and a second transcription of the second segment. The first transcription is associated with the first meeting participant in the GUI, and the second transcription is associated with the second meeting participant in the GUI.