Methods, systems, and apparatus, including computer programs encoded on computer storage media, for announcing and detecting automated conversation are disclosed. One of the methods includes initiating, over a natural language communication channel, a conversation with a communication participant using a natural language communication method that includes a dialogue of natural language communications. The communication participant is determined to be automated using a pre-defined adaptive interactive protocol that specifies natural language linguistic transformations defined in a sequence. The conversation can be transitioned to a communication method that is different form the natural language communication method in response to determining that the communication participant is automated.

According to one embodiment, a method, computer system, and computer program product for detecting and repairing gaps within a call is provided. The present invention may include requesting a personal discourse gap recovery model (PDGRM) for participants in a call, where the PDGRM may be a machine learning model that models a user's speech patterns based on word collocation, dictionary, and speaking rate. The present invention may further comprise detecting one or more gaps in the call based on network connectivity, inserting an audio delay into the call, constructing repaired dialogue to fill at least one of the one or more gaps in the call based on the PDGRM, and inserting the repaired dialogue into the call.

Volume leveler controller and controlling method are disclosed. In one embodiment, A volume leveler controller includes an audio content classifier for identifying the content type of an audio signal in real time; and an adjusting unit for adjusting a volume leveler in a continuous manner based on the content type as identified. The adjusting unit may configured to positively correlate the dynamic gain of the volume leveler with informative content types of the audio signal, and negatively correlate the dynamic gain of the volume leveler with interfering content types of the audio signal.

Prompt snippets (typically 800 ms long) that are used to detect voice prompts within a call waveform may be divided into smaller sniplet portions (approx. 100 ms) long. The presence of a prompt in a call waveform may be detected by detecting the sniplets and determining if a sufficient number of the sniplets of a snippet were detected in sequence and within allowable time constraints. The use of sniplets improves accuracy of prompt detection in call waveforms in lower quality transmissions.

Leveraging time-based comments on communications recordings is described. A system determines a comment time for a communications recording associated with a database record. The system receives a comment for the communications recording and generates a comment thread which includes the comment. If a media player is displaying a player control that is associated with the communications recording, the system causes the comment time and the comment thread and/or a comment thread indicator to be displayed with the player control that is displayed by the media player. The system initiates generation of a feed item, which includes the comment and references the communications recording, thereby causing the output of the feed item via an information feed associated with the database record to any system user associated with the database record.

Contact centers strive to provide a positive and productive customer-agent interaction to successfully resolve the issue for a call. While audio content, such as music or messages, on hold are commonplace, selecting audio enhancements to be inserted into, and concurrently with, the customer-agent provides the customer and/or agent with cues and motivations to promote the successful completion of the call. Cues may be provided to announce the arrival or departure of an agent, virtually take a customer from one location to another for a different portion of the interaction, add excitement and anticipation to an upcoming event by providing an audio experience foreshadowing of the actual event, calm frayed nerves, or other purpose.

Volume leveler controller and controlling method are disclosed. In one embodiment, A volume leveler controller includes an audio content classifier for identifying the content type of an audio signal in real time; and an adjusting unit for adjusting a volume leveler in a continuous manner based on the content type as identified. The adjusting unit may configured to positively correlate the dynamic gain of the volume leveler with informative content types of the audio signal, and negatively correlate the dynamic gain of the volume leveler with interfering content types of the audio signal.

Methods, systems, and apparatus, including computer programs encoded on computer storage media, for announcing and detecting automated conversation are disclosed. One of the methods includes initiating, over a natural language communication channel, a conversation with a communication participant using a natural language communication method that includes a dialogue of natural language communications. The communication participant is determined to be automated using a pre-defined adaptive interactive protocol that specifies natural language linguistic transformations defined in a sequence. The conversation can be transitioned to a communication method that is different form the natural language communication method in response to determining that the communication participant is automated.

Disclosed is a secure telephone call management system for authenticating users of a telephone system in an institutional facility. Authentication of the users is accomplished by using a personal identification number, preferably in conjunction with speaker independent voice recognition and speaker dependent voice identification. When a user first enters the system, the user speaks his or her name which is used as a sample voice print. During each subsequent use of the system, the user is required to speak his or her name. Voice identification software is used to verify that the provided speech matches the sample voice print. The secure system includes accounting software to limit access based on funds in a user's account or other related limitations. Management software implements widespread or local changes to the system and can modify or set any number of user account parameters.

Various disclosed implementations involve processing and/or playback of a recording of a conference involving a plurality of conference participants. Some implementations disclosed herein involve receiving audio data corresponding to a recording of at least one conference involving a plurality of conference participants. In some examples, only a portion of the received audio data will be selected as playback audio data. The selection process may involve a topic selection process, a talkspurt filtering process and/or an acoustic feature selection process. Some examples involve receiving an indication of a target playback time duration. Selecting the portion of audio data may involve making a time duration of the playback audio data within a threshold time difference of the target playback time duration.