A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

Systems and methods for providing a translation-enabled multiparty communication session utilize a translation service that is configured to receive individual audio streams from each participant in the communication session, and which then generates a participant text stream for each participant based on their audio stream. This can be accomplished using speech-to-text techniques. Each participant's text stream is then translated into a different language to create a translated participant text stream. Individual participants in the communication session can then subscribe to the translated participant text streams to view a translation of what each participant is saying during the communication session.

A method to transcribe communications includes the steps of obtaining a plurality of hypothesis transcriptions of a voice signal generated by a speech recognition system, determining consistent words that are included in at least first and second of the plurality of hypothesis transcriptions, in response to determining the consistent words, providing the consistent words to a device for presentation of the consistent words to an assisted user, and presenting the consistent words via a display screen on the device, wherein a rate of the presentation of the words on the display screen is variable.

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).

According to one embodiment, a signal processing apparatus correlates a plurality of communication terminals as a group and enables one-to-many communications in the group. The signal processing apparatus includes processing circuitry. The processing circuitry assigns a transmission right to one of the communication terminals in the group. The processing circuitry generates text data based on voice data from said one of the communication terminals in possession of the transmission right. The processing circuitry gives a texting completion notice indicative of completion of texting processing to the communication terminals in the group. The processing circuitry transmits, after the texting completion notice is given, the generated text data to at least one of the communication terminals in the group.

In a method and apparatus for intent-guided automatic speech recognition (ASR) in customer service center environments, the method includes detecting, at a call analytics server (CAS), from a call audio of a call between at least two persons comprising a first person and a second person, an intent expressed by one of the first person or second person. The method further includes verifying that the detected intent is on a predefined list of intents and focusing the range of applicability of a language prediction (LP) module, where the LP module uses one or more language models (LMs), used by the CAS to generate a transcribed text from the call audio, to a conversational domain corresponding to the detected intent.

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.

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.

An omni-channel orchestrated conversation system and virtual conversation agent for realtime contextual and orchestrated omni-channel conversation with a human and an omni-channel orchestrated conversation process for conducting realtime contextual and fluid conversation with a human by a virtual conversation agent in relation to a particular domain are disclosed.

A system includes acquisition of a domain grammar, determination of an interpolated grammar based on the domain grammar and a base grammar, determination of a delta domain grammar based on an augmented first grammar and the interpolated grammar, determination of an out-of-vocabulary class based on the domain grammar and the base grammar, insertion of the out-of-vocabulary class into a composed transducer composed of the augmented first grammar and one or more other transducers to generate an updated composed transducer, composition of the delta domain grammar and the updated composed transducer, and application of the composition of the delta domain grammar and the updated composed transducer to an output of an acoustic model.