Aspects of the subject disclosure may include, for example, a method of receiving, by a processing system including a processor, a call for a subscriber; determining, by the processing system, that the call is from an interactive voice response (IVR) system; determining whether the IVR system is providing a query that requires a response; and responsive to a first determination that the IVR system requires the response, providing the response. Other embodiments are disclosed.

Systems and methods are provided to stop both external and internal fraud, ensure correct actions are being followed, and information is available to fraud teams for investigation. The system includes components that can address: 1) behavioral analytics (ANI reputation, IVR behavior, account activity)—this gives a risk assessment event before a call gets to an agent; 2) fraud detection—the ability to identify, in real time, if a caller is part of a fraudster cohort' and alert the agent and escalate to the fraud team; 3) identity authentication—the ability to identify through natural language if the caller is who they say they are; and 4) two factor authentication—the ability to send a text message to the caller and automatically process the response and create a case in the event of suspected fraud.

Real time audio stream validation is provided. An audio stream of a voice communication corresponding to a call is segmented into a plurality of blocks in response to receiving the audio stream from a user. The plurality of blocks is modified to generate a first modified audio stream corresponding to the call that includes hashed values of the plurality of blocks. The first modified audio stream along with the hashed values of the plurality of blocks is sent via a network.

A system for authenticating the calling device used to place a call to an enterprise call center. The system uses a premise component, a cloud-based Call Authentication Service (CAS), and orchestration between these two components. The premise component includes a number of sub-components including servers and probes. The CAS includes a Decision Engine that utilizes a number and variety of authentication plugins. The disclosed system may be used independently or as part of a multi-factor authentication strategy with other techniques such as reduced Knowledge-Based Authentication or voice biometrics.

A system can be operable to receive a call from a communication device and identify whether the call is a spoofed based on, for example, whether a caller party user equipment associated with a caller identification number (caller ID number) is in an “idle” status, whether there are inconsistencies in the geographic location associated with a calling party's network and the geographic location determined to be associated with the caller ID number presented, and whether the phone number presented as the caller ID number is registered with a calling party's network.

Techniques for caller verification in Rich Communication Services (RCS) for text messaging are discussed herein. A communication client can be the communication client designated to receive incoming communications for the user equipment. The user equipment may use the communication client to send, to a network device, a Session Initiation Protocol (SIP) instance to set communication client. The SIP instance may include a primary designator and a Universally Unique Identifier (UUID) associated with the client. The network device may store the information for the user equipment including the UUID and capability set. A second user equipment may poll the network device for the communications capabilities of the first user equipment before establishing a connection.

Systems and methods for automating the use of an IVR system are provided herein. A method includes traversing an interactive voice response (IVR) system using a chatbot, determining a menu structure of the IVR system using audio processing, the menu structure comprising selectable telephonic options, and storing the menu structure in a database. The menu structure, such as an IVR tree, can be used by the chatbot to fulfill user tasks and other requests.

Methods and systems are described for processing calls. An example method may comprise receiving a message for establishing a call. Identification information in the message may be compared to screening data. If a match is found, the message may be forwarded to a screening server. The screening server may establish a call based on the session and provide information indicative of a level of trust associated with the call.

Systems and methods for identification of a controlled-environment facility resident in possession of a contraband communications device capture or otherwise accept managed access data and/or contraband communications device assessment data for contraband communications devices operating in the controlled-environment facility. Controlled-environment facility resident call data for each resident of the controlled-environment facility is gathered from the controlled-environment facility resident communications system. Correlations in the managed access data and/or assessment data with the controlled-environment facility resident communications system call data are analyzed to identify each resident of the controlled-environment facility in possession of a contraband communications device.

An innovative method is implemented to determine a robocall and blocks the incoming communication deemed to be a robocall. The method leverages blockchain's shared storage, memory, and ability to transact all information across a network and independently verified and stored on the immutable blockchain. The method takes advantage high-speed cellular network to process each communication with high-speed. Further, the method integrates blockchain encryption, swarm intelligence (SI), artificial intelligence (AI) and machine learning (ML) algorithms, a telecommunication expert knowledge graph (TEKG), and real-time parsing of records to block robocalls and reduce connection delays. All modules can evolve and update themselves with each use of the present invention through various SI, AI, and ML technologies. Additionally, the method includes a localized call-filtering feature based on state and federal laws to ensure the blocking of calls that are prohibited by either federal or state governments thereby facilitating recovery of damages.