Embodiments of the invention provide methods, systems, computer program products for managing a call waiting in a queue during a request for staff services provided by a call center. According to the method, a first voice segment received in a call made by a device is recorded first. Next, whether a part of the first voice segment is related to a first predefined voice segment is determined. The volume of device is adjusted in response to the part of the first voice segment being related to the first predefined voice segment. A user of the device is alerted in response to the part of the first voice segment being not related to the first predefined voice segment.

A method, a communication device, and a computer program product for identifying a live phone call. The method includes receiving, at a first communication device, an activation of a verification mode for a phone call. The method includes receiving, from a second communication device on the phone call, first audio data associated with the phone call. The method further includes determining, via a processor of the first communication device, if the first audio data contains machine originated audio, and in response to determining that the first audio data does not contain machine originated audio, generating and outputting an alert that the phone call is live.

Arrangements for automatically detecting bi-directional artificial intelligence (AI) communications and automatically negotiating (i.e., switching to alternative) direct digital communications.

Concepts and technologies are disclosed herein for communications network security for handling proxy voice calls that employ a voicebot. According to one aspect disclosed herein, a call handling system can intercept, from a communications network, a call request that is directed to a called target device. The call handling system can determine that the call request was generated by a voicebot on behalf of a user equipment. The call handling system can suspend the call request from being routed to the called target device. The call handling system can generate a voicebot confirmation request that identifies the voicebot and the user equipment. The call handling system can provide the voicebot confirmation request to the called target. The call request can be suspended while the voicebot confirmation request is provided to the called target device.

A robocall management system is provided that identifies, classifies, and routes one or more robocalls on ingress into a telecommunications network. In some instances, a robocall may be received at an ingress point of the network and analyzed by the robocall management system. Analysis of the received call may access one or more types of identification, such as an identification token, and classify the robocall as permissible or impermissible based on the identification data. Additionally, the robocall management system may monitor a rate of received robocalls from a known robocall customer and compare the rate of robocalls made to a CPS threshold value associated with the customer. One or more routing actions may be executed on a received robocall based on the classification, including routing the robocall to the destination, selecting a routing path via the receiving network, and/or blocking the robocall at the ingress device.

A system can be operable to receive an automated call from a communications device, determine whether preferences associated with a called party identity), is applicable to the automated call, and determine whether a condition that precludes acceptance of the automated call is present. The determination of whether the condition is present can be based on information received from a sensory device coupled to the user device. In response to the condition being determined to be present, the automated call can be denied.

Systems and methods for network-controlled scam/robocall handling are described. When an incoming call for a user device is received, a user may elect to add the originating number of the incoming call to a block list or a report list at the network level. Future calls from the originating number, if placed on the block list, are then blocked by the network from being received by the user device. Numbers on the report list may be moved by the user from the report list to the block list, and numbers on the block list may be moved from the block list to the report list. Also, the user may request additional information in order to determine whether to add the originating number to the block list or the report list.

A method and system for automatically blocking recorded robocalls. Caller identification information from an incoming is checked with plural different tests and with one test that requires a caller input a selection input. Requiring a response from such a selection input provides an additional level of detection for recorded robocalls. In addition, plural different cloud based databases of known robocall numbers are checked with plural different tests with cloud based Software as a Service (SaaS) applications to provide other levels of detection for recorded robocalls. The method and system automatically identify and process recorded robocalls and help prevent call spoofing and neighbor spoofing by recorded robocalls.

Embodiments described herein provide for automatically classifying the types of devices that place calls to a call center. A call center system can detect whether an incoming call originated from voice assistant device using trained classification models received from a call analysis service. Embodiments described herein provide for methods and systems in which a computer executes machine learning algorithms that programmatically train (or otherwise generate) global or tailored classification models based on the various types of features of an audio signal and call data. A classification model is deployed to one or more call centers, where the model is used by call center computers executing classification processes for determining whether incoming telephone calls originated from a voice assistant device, such as Amazon Alexa and Google Home, or another type of device (e.g., cellular/mobile phone, landline phone, VoIP).

The present invention relates to communications methods and apparatus for determining whether a received call originated from an artificial intelligence system and the call handling procedures to be used on the received call based on whether or not the call was determined to have been originated from an artificial intelligence system. An exemplary method embodiment includes the steps of: receiving a first call; determining whether said first call originated from an artificial intelligence system; and when said first call is determined to have originated from an artificial intelligence system performing one or more artificial intelligence call handling operations.