An anti-communications fraud apparatus 1 includes: an analysis unit 13 that analyzes a voiceprint of a communication voice of a calling party; a determination unit 14 that acquires, from a database 17 in which the voiceprint and a degree of fraud risk are stored in association with each other, the degree of fraud risk corresponding to the voiceprint of the calling party, and determines whether the degree of fraud risk exceeds a predetermined threshold; and a notification unit 15 that notifies that the calling party is dangerous when the degree of fraud risk exceeds the threshold.

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

An audio-only caller is determined to be accessing a conference using a landline phone. The audio-only caller is prompted to provide name information via a text-based message. A response that includes the name information is received. The name information is displayed via a user interface of the conference.

Audio conference participant identification is performed to identify audio-only participants and display information indicative of their identities within user interfaces of conferences. Name information of an audio-only caller accessing a first conference at a first time is determined to be unknown. The name information is stored in a record responsive to obtaining the name information from a device of the audio-only caller. The name information is displayed in a first user interface element of the first conference, where the first user interface element is associated with the audio-only caller. The name information is retrieved from the record responsive to the audio-only caller accessing a second conference at a second time after the first time. The name information is displayed in a second user interface element of the second conference associated with the audio-only caller.

Video-assisted presence detection is used to enhance a user experience in telephony communications. Image data, video data, or both, from a camera are used to determine whether a user is present at their device before a call is transferred to him or her. The video-assisted presence detection can be implemented based on a privacy setting. For example, one implementation allows a system to have partial access to the camera to perform a scan to detect that there is a human present without capturing facial information, and without identifying that person. Another implementation allows the system to have partial access to the camera to scan the a face of a user, but not have access to the video feed of the camera. Another implementation allows the system to have full access to the camera.

Disclosed is a secure telephone call management system for authenticating users of a telephone system in an institutional facility. Authentication of the users is accomplished by using a personal identification number, preferably in conjunction with speaker independent voice recognition and speaker dependent voice identification. When a user first enters the system, the user speaks his or her name which is used as a sample voice print. During each subsequent use of the system, the user is required to speak his or her name. Voice identification software is used to verify that the provided speech matches the sample voice print. The secure system includes accounting software to limit access based on funds in a user's account or other related limitations. Management software implements widespread or local changes to the system and can modify or set any number of user account parameters.

A system and method for providing call sessions between personal communication devices (PCDs) of sender users and recipient users are described. The system includes one or more voice communication domains (VCDs) interacting with each other, and a cross-domain coordinator configured to coordinate interaction between the voice communication domains over the Global Communication Network. Each VCD includes PCDs associated with the corresponding users, and a voice communication server (VCS) deployed within the voice communication domain. The VCS is configured to control operation of the PCDs verbally by user voice commands, and to provide call sessions between a sender user and a recipient user within the same voice communication domain and between the users of different voice communication domains. Initiation of the call sessions can be carried out either by voice commands to the VCS of the system, or by delivering a voice call proposal of the caller user for voice communication directly to the recipient in a natural manner.

A method for authenticating a user of a service on a communication terminal is performed by the communication terminal. The method includes transmitting to a server a request to access the server, the request comprising an identifier associated with the communication terminal and an identifier associated with a required service in the server, receiving, from an authentication device, an authentication request asking the user to pronounce at least one word, and communicating the at least one word pronounced by the user to the device. When the at least one pronounced word corresponds to a voiceprint of the user stored beforehand in association with the identifier of said communication terminal, the terminal then accesses the service or receives from the device an additional user authentication request.

In an information processing system, a storage unit stores data related to a voice of a user for each item of user identification information that identifies the user during transmission or reception of a call. An acquisition unit acquires the user identification information on a calling side and data related to the voice of the user on the calling side after a call is started. A determination unit determines whether the data related to the voice of the user on the calling side and the data related to the voice stored by the storage unit in the user identification information acquired by the acquisition unit are based on the voice of the same person during the call.

A conference data processing method includes that a conference terminal collects an audio segment in a first conference site based on a sound source direction in a conference process, generates first additional information corresponding to each of the collected audio segments, and sends, to a conference information processing device, a conference audio recorded in the conference process and the first additional information; the conference information processing device segments the conference audio into a plurality of audio segments and attaches corresponding second additional information to the plurality of audio segments, where the second additional information corresponding to each audio segment includes information used to determine a speaker identity corresponding to the audio segment and identification information of the corresponding audio segment, and the conference information processing device generates a correspondence between a participant and a statement based on the first additional information and the second additional information.