Methods and devices using a portable or wearable transistor configured to send an alert message to a personal security network. The personal security network comprises a platform by which users can select an appropriate alert response to a particular social interaction or event. The portable or wearable device comprises an electronics package with radio frequency communication capabilities, so that a user may discreetly and quickly escape from an unsafe or uncomfortable situation, by, for instance, sending out an alert message or causing her mobile phone to ring so that she has a means to excuse herself from the scene.

The location of voice prompts within a call waveform is usually conducted by match filtering a snippet of the prompt (approx. 800 ms) to the call waveform. In an enhanced process that can accommodate transmission errors when detecting voice prompts on lower quality transmission lines, a snippet of a voice prompt may be divided into sniplets, typically 100 ms long. The sniplets can be individually detected. If a sufficient number of sniplets are detected within allowed time tolerances, then this subset of detected sniplets can indicate the presence of the snippet, and thus the associated voice prompt.

A system generally includes a lock-screen capable application executing on a recipient computing device configured to facilitate user interface access to a communication function of the recipient computing device while the recipient computing device remains in a locked state. The lock-screen capable application is configured to intercept a communication received by the recipient computing device that is associated with at least one of a communication application or a communication service. The system includes a content association application executing on the recipient computing device to facilitate associating a media content item with the intercepted communication based on a relevance of the media content item with the intercepted communication determined from automatically processing the intercepted communication to identify an association based on metadata descriptive of media content items stored in a library of the media content items.

Systems and methods for managing a call between a contact, a conversation bot, and a human agent are disclosed. The method selects a conversation bot associated with a particular human agent from multiple conversation bots that are each associated with a different human agent. Each conversation bot can be a model trained using conversation data recorded during conversations conducted by the particular human agent with which it is associated. The method connects an audio call with a human contact, and generates audio during the call based upon a voice of the particular human agent. The method determines that a transition criterion is satisfied, and selects a selected human agent from amongst a plurality of available human agents. When the transition criterion is satisfied, the method enables a selected human agent to participate on the call, and continues the call between the selected human agent and the human contact.

A system and a method for handling an incoming call, comprising the steps of determining that the incoming call is an unwanted call, locating at least one prior call wherein characteristics of a calling party in the at least one prior call match that of the unwanted call, determining an audio response which kept the calling party in the prior call longest, and playing, at least in part, the audio response which kept the calling party in the prior call longest in the unwanted call.

A system generally includes a lock-screen capable application executing on a recipient computing device configured to facilitate user interface access to a communication function of the recipient computing device while the recipient computing device remains in a locked state. The lock-screen capable application is configured to intercept a communication received by the recipient computing device that is associated with at least one of a communication application or a communication service. The system includes a content association application executing on the recipient computing device to facilitate associating a media content item with the intercepted communication based on a relevance of the media content item with the intercepted communication determined from automatically processing the intercepted communication to identify an association based on metadata descriptive of media content items stored in a library of the media content items.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.

A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.

An expert conversation builder contains a knowledge database that includes a plurality of dialogues having nodes and edges arranged as directed acyclic graphs. Users and authors of the system interface with the knowledge database through a graphical interface to author dialogues and to create expert conversations as threads traversing the node in the dialogues.

A system receives an audio stream from an application, and performs signal analysis on the audio stream to compute (on sound and silence) a sequence of events. The sequence of events identifies a pattern comprised of at least two of sound, silence, frequency, magnitude, duration, tone, and Dual Tone Multi Frequency (DTMF). The pattern matches a similar pattern of at least two of sound, silence, frequency, magnitude, duration, tone, and DTMF, and the signal analysis is performed on sound and silence within the audio stream. The similar pattern is associated with at least one of an automated device or human answering the call. The system determines whether the sequence of events indicates the phone call is answered by the automated device or the human, based on rules in a heuristic engine and/or a known audio print from a library of known audio prints.