Method, apparatus and computer-readable medium for detecting a condition for an surrounding environment of a mobile device are disclosed. The mobile device may generate a prompting information and control presentation of the prompting information based on at least the detected condition of the surrounding environment.

Provided is a method of alleviating difficulty experience by a user when issuing an instruction by speech. When the user performs a predetermined operation on a terminal apparatus, the terminal apparatus displays a dialogue screen to wait for a speech instruction. If a predetermined period has elapsed without issuance of a speech instruction by the user since the start of display of the dialogue screen for the wait state, the terminal apparatus displays a sentence prompting a speech instruction corresponding to the attributes of the user or the attributes of the environment surrounding the user. Even if the user is at a loss about the content of a speech instruction, the user can issue a speech instruction in accordance with the displayed prompt. Therefore, a speech instruction can be issued smoothly.

A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.

Methods, systems, and computer program products for providing business communication services are disclosed. A computer-implemented method may include detecting a communication initiated by a user, analyzing the detected communication to determine an intended recipient of the communication, determining whether the recipient is responsive to the communication, determining whether to provide visual information associated with the recipient to the user in response to the communication, analyzing one or more prior transactions involving the user and the recipient, identifying a reason that the user initiated the communication with the recipient, determining one or more preferences of the user to generate a personalized user interface comprising the visual information, generating the personalized user interface for the user comprising the visual information, and displaying the personalized user interface to the user in response to the communication, for example, when the recipient is unable to respond to the communication.

A device is configured to communicate on a mobile communications network. An incoming call is received, and it is determined that the incoming call meets a predetermined criteria indicating a probable source of the incoming call. On a display of the device, an option is rendered for answering the incoming call with a generated voice response in lieu of a voice of a user of the device. Text options for generating a voice response are also rendered. The incoming call is answered and generated speech corresponding to the selected text option is sent.

A system of a telecommunications network that uses IP Multimedia Subsystem (IMS) network elements to screen inbound calls. A Media Resource Function (MRF) intercepts an inbound call and uses various techniques to screen the call. The MRF redirects the call to an interactive voice response (IVR) system, which prompts the caller to state the caller's name, records the caller's response, and relays it to the called subscriber, who can then decide to accept or reject the call. The system can present a random number challenge to the caller. The system can use machine learning analytics and a large language model (LLM) to analyze the response's contents, accepting the call only if it relates to a topic allowed by the subscriber, perform audio analysis to determine whether the caller sounds robotic, or detect whether the response contains other known robocall markers.

A method and system of providing guidance and information to service representatives by performing real-time emotion recognition of customers. The emotion recognition model evaluates video data and/or audio data of the customer during a communication session in order to determine a most likely emotional state for the customer at a given time. The system then generates content for the service representative based on the emotional state. The content can include identification of the emotional state, a suggested tone for the service representative to employ during the conversation, and recommended solutions to the customer's issue.

A device is configured to communicate on a mobile communications network. An incoming call is received, and it is determined that the incoming call meets a predetermined criteria indicating a probable source of the incoming call. On a display of the device, an option is rendered for answering the incoming call with a generated voice response in lieu of a voice of a user of the device. Text options for generating a voice response are also rendered. The incoming call is answered and generated speech corresponding to the selected text option is sent.

Systems and methods disclosed herein securely provide confidential information associated with a user during an active voice call conducted using the user's mobile device. The confidential information may be provided by generating the information in spoken form and inserting the spoken information into an audio stream of the voice call. For example, a customer may be on a phone call with a customer agent. The customer agent may ask the customer for a credit card number in order to process a financial transaction. The customer may select the credit card number via an application executing on the customer's mobile phone. The application may cause the credit card number to be spoken out loud during the voice call. A voice sample of the spoken credit card number in inserted into the audio stream of the voice call and is therefore, audible to the customer and the customer agent without being overheard by a third party.

A microphone state display method includes receiving a mute-on or a mute-off operation by each of a plurality of microphones, displaying a state of a microphone that has received the mute-off operation as a first state on a display, when receiving the mute-on operation, in a case in which at least one microphone among the plurality of microphones is in a mute-off state, displaying a state of a microphone that has received the mute-on operation as a second state on a display, and, when receiving the mute-on operation in a case in which all of the plurality of microphones are in a mute-on state, displaying the state of the microphone that has received the mute-on operation as a third state on a display.