Methods, systems, and computer programs are presented for abstractive summarization of text by viewing sequence transduction as a language modeling problem. One method comprises an operation for training a machine-learning program to create a machine-learning model that estimates a word to be added to a running summary for the text being summarized. The method further comprises operations for detecting the text to be summarized, initializing the running summary, and performing a plurality of iterations. Each iteration comprises providing, to the machine-learning model, the source text and the running summary, and adding, using the machine-learning model, a new word to the running summary. Further, the method comprises an operation for storing, on a memory, the running summary as the summary of the text.

Methods, systems, and computer programs are presented for abstractive summarization of text by viewing sequence transduction as a language modeling problem. One method comprises an operation for training a machine-learning program to create a machine-learning model that estimates a word to be added to a running summary for the text being summarized. The method further comprises operations for detecting the text to be summarized, initializing the running summary, and performing a plurality of iterations. Each iteration comprises providing, to the machine-learning model, the source text and the running summary, and adding, using the machine-learning model, a new word to the running summary. Further, the method comprises an operation for storing, on a memory, the running summary as the summary of the text.

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 interactive voice adapter for adaptive voice routing may establish a real-time communication session between a voice communication client and a text communication client and the voice adapter may receive the audio stream and the text information. The voice adapter may obtain adapted natural language text corresponding to the natural language audio by selectively accessing a speech-to-text service based on a selection criteria. The voice adapter may obtain adapted natural language audio corresponding to the natural language text by selectively accessing a text-to-speech service based on the selection criteria. The voice adapter may communicate the adapted natural language text to the text communication client and the adapted natural language audio to the voice communication client.

A recognition analysis processing unit (20) analyzes call voice information about a call between terminals, which are in a communicating state, specifies a language used in the call voice information, and stores the language as language information. When a hold request detection unit (11) detects a hold request signal for requesting that the call to be held transmitted from one of the call originating terminal and the call receiving terminal, which are in the communicating state, to be held, it extracts, from the language information stored in the recognition analysis processing unit (20), the language used in the call between the terminals to which the hold request signal has been transmitted from the one of the terminals, selects, from a hold tone database (30) storing the hold tones including a plurality of on-hold messages in various languages, the hold tone including the on-hold message in the language matching the extracted language, and transmits the selected hold tone to another one of the terminals, which is another party on the phone. Thus, a telephone exchange (1000) for making the other party on the phone listen to the hold tone including the on-hold message in the language matching the language used by the other party on the phone is provided.

Provided is a method of performing automatic interpretation based on speaker separation by a user terminal, the method including: receiving a first speech signal including at least one of a user speech of a user and a user surrounding speech around the user from an automatic interpretation service providing terminal, separating the first speech signal into speaker-specific speech signals, performing interpretation on the speaker-specific speech signals in a language selected by the user on the basis of an interpretation mode, and providing a second speech signal generated as a result of the interpretation to at least one of a counterpart terminal and the automatic interpretation service providing terminal according to the interpretation mode.

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 method of providing a transcription of an electronic communication includes determining a language spoken in the electronic communication, differentiating among participants in the electronic communication, identifying a hierarchy of topics discussed in the electronic communication, and providing a display of the hierarchy of topics.

In the field of telecommunications, methods, systems, and tangible, non-transitory computer-readable mediums comprising program code are disclosed that comprise receiving a set of agents defining a first agent, a second agent, and a third agent available for pairing to a contact at a contact center; and selecting the first agent for pairing to the contact based on a pairing strategy, wherein the pairing strategy is configured such that if the third agent had not been available, the second agent would have been selected for pairing to the contact, and wherein the third agent has been waiting the longest and occupied the least among the set of agents.

A call translation system and a method for operating the management system in a controlled environment is disclosed. The call translation system includes a calling device and a call translation server. The calling device receives authorization from the call translation server to conduct call sessions within the controlled environment. The calling device further receives a call session application from the call translation server that enables the calling device to initiate and establish call sessions through the call translation server. The call session application allows a user of the calling device to select outside parties to add to the call session.