A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of a method for detecting harassment. The system may receive communication data from a first customer service representative terminal or a customer communication device and may determine, based at least in part on the communication data and stored communication data, that the communication data comprises harassing content. The system may, responsive to determining that the communication data comprises harassing content, transmit to a second customer service representative terminal, a notification indicating that the communication data comprises harassing content.

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.

A method for registering a user to a voice service. The method is implemented by an interface server and includes: obtaining, by using an electronic voice processing device including at least one component for capturing audio samples, at least one voice sample of the user; obtaining, from the at least one voice sample of the user, at least one information item for confirming consent of the user to the conditions for accessing the voice service; obtaining, from the voice sample, at least one information item associated with the user; and computing a reference voice print associated with the user.

Computerized systems are provided for determining an identity of one or more users that use a same audio source, such as a microphone. The identity of one or more users that use a same audio source can based on generating a list of participant candidates who are likely to participate in an associated event, such as a meeting. For instance, embodiments can generate one or more network graphs of a meeting invitee any only voice input samples of the meeting invitee's N closest connections are compared to an utterance to determine the identity of the user associated with the utterance. One or more indicators that identify the users who are using the same audio source, as well as additional information or metadata associated with the identified user can be caused to be presented.

A method for protecting user data during an audio interaction includes various operations performed by a processing system including at least one processor. In one example, the operations include detecting an audio signal that is part of an interaction between a user and another party, converting the audio signal into a string of text, detecting that the interaction is likely to put sensitive data of the user at risk, based on a comparison of the string of text to a library of interactions that are known to put sensitive data at risk, and sending an alert to notify the user that the interaction is likely to put the sensitive data of the user at risk, wherein the alert is sent to prevent the user from providing the sensitive data to the another party, and wherein the method is performed contemporaneously with an occurrence of the interaction.

Aspects of the disclosure relate to voiceprint tracking and anomaly detection. A computing platform may detect voice information from a call management system. The computing platform may establish voiceprints for employees and clients of an enterprise. The computing platform may detect a call between an employee and a caller attempting to access a client account. The computing platform may identify a first voiceprint corresponding to the employee and a second voiceprint corresponding to the caller. The computing platform may compare the second voiceprint to a known voiceprint corresponding to the client. Based on the comparison of the second voiceprint to the known voiceprint, the computing platform may determine that the second voiceprint does not match the known voiceprint. The computing platform may identify that the second voiceprint corresponds to another employee of the enterprise, and may send a security notification indicating potential unauthorized account access to an enterprise computing device.

A system and method may identify a fraud ring based on call or interaction data by analyzing by a computer processor interaction data including audio recordings to identify clusters of interactions which are suspected of involving fraud each cluster including the same speaker; analyzing by the computer processor the clusters, in combination with metadata associated with the interaction data, to identify fraud rings, each fraud ring describing a plurality of different speakers, each fraud ring defined by a set of speakers and a set of metadata corresponding to interactions including that speaker; and for each fraud ring, creating a relevance value defining the relative relevance of the fraud ring.

Techniques are disclosed for transmitting an announcement to one or more devices. In one example, a first device receives a first message that includes an announcement, the announcement associated with a voice that spoke the announcement. The first device may determine the announcement from the first message, and then identify one or more devices for receiving the announcement. The one or more devices may have a particular device type of a plurality of different device types comprising at least a mobile device. The first device may determine a network path through which a second message is transmitted based at least in part on the location of a second device. In accordance with a determination that the second device is located within a local area network associated with a home environment, the first device transmits the second message over the local area network. In accordance with a determination that the second device is located away from a local area network associated with a home environment, the first device transmits the second message over the wide area network.

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 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.