An interpreter desk for a conferencing system is presented comprising a first interface configured to select an audio input channel from a plurality of audio input channels. Each corresponding to a different language, from which selected audio input channel a translation into a target language is to be performed. A processing unit is arranged to suggest one or more audio input channels and corresponding language as a source language for translation into the target language, based on at least one user preference and an indication of the quality of the different languages.

Secure system and method of detecting and preventing inmate to inmate message relays. A system and method which monitors inmate communications for similar phrases that occur as part of two or more separate inmate messages. These similar phrases may be overlapping in real time as in a conference call or can occur at separate times in separate messages. The communications that appear similar are assigned a score and the score is compared to a threshold. If the score is above a certain threshold, the communication is flagged and remedial actions are taken. If the flagged communication contains illegal matter then the communication can be disconnected or restricted in the future.

A language proficiency analyzer automatically evaluates a person's language proficiency by analyzing that person's oral communications with another person. The analyzer first enhances the quality of an audio recording of a conversation between the two people using a neural network that automatically detects loss features in the audio and adds those loss features back into the audio. The analyzer then performs a textual and audio analysis on the improved audio. Through textual analysis, the analyzer uses a multi-attention network to determine how focused one person is on the other and how pleased one person is with the other. Through audio analysis, the analyzer uses a neural network to determine how well one person pronounced words during the conversation.

Systems and methods are provided for attribute-based client callbacks. A client is prompted to leave a voice message. Attributes are extracted from the voice message and, based on the attributes, tokens created for the selection of an appropriate agent is connected to the client, such as having skills or attributes matching one or more tokens. A callback application server transmits prompts and receives requests for client callbacks. an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks to connect the selected agent with the client.

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 tool for providing a secure communication channel during three-way communications. The tool initiates a three-way communication from a user device, wherein the three-way communication is a connection between a user, a third-party interpreter, and a service provider. The tool enables a passthrough function of a secured switch for transmitting non-privileged data during the three-way communication. The tool determines whether privileged data is to be transmitted during the three-way communication. Responsive to a determination that privileged data is to be transmitted during the three-way communication, the tool mutes an audio communication component. The tool activates a bypass function of the secured switch for transmitting the privileged data on an alternate audio communication component. The tool transmits the privileged data directly from the user to the service provider through the alternate audio communication component, wherein the alternate audio communication component supports unidirectional text-to-speech (TTS) audio communication.

Method for managing a promises management apparatus comprises automatically transcribing, using an automatic speech recognition engine, a call between a caller and an agent, based on real-time call stream of the call, wherein the caller calls the agent for resolution of a concern using the promises management apparatus. The method comprises automatically extracting, using a natural language processing engine, in real-time a promise made by the agent to the caller based on the transcript of the call, generating promises data comprising a timeline and an action, and displaying the promises data in a graphical user interface (GUI).

Methods and systems of providing caller information are provided. Exemplary systems and methods provide location information for audio files including the caller information. The location information can be used to retrieve the audio information, which can be played on a call recipient's device, and/or a translation of the audio information, which can be displayed on the call recipient's device.

A method and system for providing captioned telephone service, the method comprising the steps of, initiating a first captioned telephone service call, during the first captioned telephone service call, creating a first set of captions using a call assistant, simultaneous with creating the first set of captions using a call assistant, creating a second set of captions using an automated speech recognition engine, comparing the first set of captions and the second set of captions using a scoring algorithm based on errors between the first and second sets of captions to generate a score for the second set of captions, in response to the score being within a predetermined threshold range, continuing the call using only the automated speech recognition engine to generate text and in response to the score being outside of the predetermined threshold range, continuing the call using a call assistant to generate captions.

Techniques for detecting spam accounts in a system are described. The system may analyze speech characteristics of communication content (e.g., telephone call content, VoIP content, audio messaging, etc.) to determine whether multiple devices or user profiles are associated with overlapping communications. The system may also analyze text transcriptions of communication content to determine whether multiple devices or user profiles are associated with overlapping communications. If so, the system may mitigate, such as throttling service, disabling accounts, and the like.