An attendee device in an online meeting displays content from a presenter device in a shared area of an attendee device display. The attendee device detects that the shared area is pressed continuously at a press point therein for a predetermined time and, in response, records a location of the press point in the shared area, records an image snapshot of the shared area, and records audio sensed by a local microphone. The attendee device also detects when the press point is released and, in response, ends the audio recording. The attendee device displays a dialog box that presents user selectable options to store locally, upload to the meeting server, and not retain any of the recorded snapshot and the recorded audio.

One example may include a method that includes initiating an audio recording to capture audio data, comparing the audio data received from a microphone of a mobile device to an audio data range, determining whether the audio data is above an optimal level based on a result of the comparison, and queuing the audio data in an audio data queue when the audio data is above the optimal level.

Systems and methods include identifying sets of communications using AB testing based on a difference in metadata values between the sets for a first type of metadata, determining at least one similarity between communications in a first set based on metadata values of a second type of metadata, determining at least one similarity between the communications in the second set based on metadata values of the second type of metadata or a third type of metadata, comparing the at least one similarity from the first set to the at least one similarity of the second set to identify differences in metadata values or types of metadata, and determining, based on the differences, a suggested action for an agent for a future communication with respect to at least one of a desired script, a target phrase, or a desired acoustic characteristic.

A digital messaging system is arranged to aggregate digital messages from a plurality of sources, the system comprising context extraction means arranged to extract context information from the messages and classification means arranged to classify the messages according to the extracted context information.

The present invention relates to a voice tallying system to determine the relative participation of individual participants in a meeting. The voice tallying system according to the present invention comprises at least one voice recording device, a communication path from the voice recording device to a computing device having a voice analysis module. The voice tallying system and the method of the present invention include the capability to receive audio signals from each of the participants in a meeting and determine the identity of the speaker for each of the audio stream using voice profile information of the participants previously obtained and stored in the voice analysis module. The voice tallying system and the method further include the capability to tally the relative participation of a participant in a meeting in real time and as a result it is possible to display contemporaneously a voice tally for a participant with reference to that of other participants in the meeting.

A system and methods for reliable call recording testing and proprietary customer information retrieval, wherein recording may be both active and passive in nature, recording call audio from the moment a call begins such as to include dial tones, IVR interactions, and other non-conversation call contents that may generally be omitted in traditional recordings. These recordings may then be compared to similar recordings collected by traditional systems to “align” the recordings, identifying portions of the call that may have been omitted from one recording by using audio fingerprinting to match recordings up for improved analysis.

One example may include a method that includes receiving, at a presentation server, an audio data signal from a mobile device located in a presentation space, identifying a mobile device identification characteristic of the mobile device based on the received audio data signal, determining a mobile device location via a location determination procedure, and playing the audio signal via a loudspeaker.

An example operation may include one or more of receiving a data file comprising a list of interactive voice response (IVR) prompts, identifying an IVR prompt with incorrect content that will cause an error during one or more of reading and playing of the IVR prompt, modifying the incorrect content via addition or removal of an element from text content within the IVR prompt, and storing the modified IVR prompt in memory.

Methods and systems for modifying/supplementing a message are described. A computing device may receive a message from a user device that is intended for a recipient device. A user of the user device may create a message, such as a voicemail, by interacting with the computing device. The computing device may analyze the message in real-time as the user is interacting with the computing device and send, to the user device, one or more options for modifying/supplementing the message. The user of the user device may select one or more of the options and cause the computing device to modify/supplement the message accordingly.

Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.