A device for communication includes one or more processors configured to receive, during an online meeting, a speech audio stream representing speech of a first user. The one or more processors are also configured to receive a text stream representing the speech of the first user. The one or more processors are further configured to selectively generate an output based on the text stream in response to an interruption in the speech audio stream.

The present invention relates to a system for retrieving information from a network such as the Internet. A user creates a user-defined record in a database that identifies an information source, such as a web site, containing information of interest to the user. This record identifies the location of the information source and also contains a recognition grammar based upon a speech command assigned by the user. Upon receiving the speech command from the user that is described within the recognition grammar, a network interface system accesses the information source and retrieves the information requested by the user.

Methods, systems, and apparatus for an automated calling system are disclosed. Some implementations are directed to using a bot to initiate telephone calls and conduct telephone conversations with a user. The bot may be interrupted while providing synthesized speech during the telephone call. The interruption can be classified into one of multiple disparate interruption types, and the bot can react to the interruption based on the interruption type. Some implementations are directed to determining that a first user is placed on hold by a second user during a telephone conversation, and maintaining the telephone call in an active state in response to determining the first user hung up the telephone call. The first user can be notified when the second user rejoins the call, and a bot associated with the first user can notify the first user that the second user has rejoined the telephone call.

Aspects of the present disclosure relate to systems and methods that aid users with hearing and/or speech impediments to have a conversation with a remote phone number without human assistance. In one aspect, an application residing on a user's device, such as a smartphone, tablet computer, laptop, etc., may be used to initiate a phone call to a recipient. Upon initiating the phone call locally, a service residing on the server may receive a request to initiate a connection to the recipient. Once the recipient answers, the user may converse with the recipient by providing text input to their local app. The text input may be transmitted to the service. The service may use a text to speech converter to translate the received text to speech that can be delivered to the recipient.

At least some embodiments, a system includes a memory, and a processor configured to convert an audio stream of a speech of a customer during a customer call session into customer-originated text. The customer-originated text is displayed in a first chat interface. A request from a first call center agent is sent to a second call center agent via the first chat interface to interact with the customer during the customer call session and displayed in a second chat interface. The second agent is allowed to participate in the customer call session when the second call center agent accepts the request from the first call center agent. First agent-originated text and second agent-originated text during the customer call session is merged to form a combined agent-originated text and synthesized to computer-generated agent speech having a voice of a computer-generated agent based on the combined agent-originated text communicated to the customer over the voice channel.

The technology disclosed herein enables an absent participant to participate in a communication session. In a particular embodiment, a method includes identifying a meeting for an automated attendee to attend on behalf of a user. At a time for the meeting, the method includes joining the automated attendee to a communication session for the meeting. In the automated attendee, the method provides monitoring, in real-time, user communications exchanged between two or more other users over the communication session. During the monitoring, upon identifying a portion of the user communications that is relevant to the user, the method provides notifying the user about the portion.

A communication system includes a management apparatus and an agent apparatus. The management apparatus broadcasts the voice of an utterance of one of users of mobile communication terminals to the mobile communication terminals of the other users and to chronologically accumulate the result of utterance voice recognition of the utterance voice as a user-to-user communication history to control text delivery such that the communication history is displayed on the mobile communication terminals in synchronization. The agent apparatus produces an agent utterance text based on detection information output from a state detection device provided for a monitoring target and transmitting the agent utterance text to the management apparatus. The management apparatus broadcasts synthesized voice data of the agent utterance text to the mobile communication terminals and to chronologically accumulate the agent utterance text in the user-to-user communication history to control text delivery to the mobile communication terminals.

Methods, systems, and apparatus are provided for operating a contact center operation control assistant system. An oral request from a user is captured using a virtual assistant executing on a smart device. An intent of the oral request is identified using a natural language understanding (NLU) platform. A request to a contact center platform is generated by invoking an application programming interface (API) based on the identified intent. An API response is received from the contact center platform in response to the API request. The API response is packaged into a sentence and provided to the user of the smart device using the virtual assistant.

There are provided mechanisms for transmitting a representation of a speech signal to a second terminal device. A method is performed by a first terminal device. The method includes obtaining a speech signal to be transmitted to the second terminal device. The method includes obtaining an indication of whether to, when encoding the speech signal into the representation, convert the speech signal to a text signal or not before transmission to the second terminal device. The indication is based on information of local ambient background noise at the first terminal device and of current network conditions between the first terminal device and the second terminal device. The method includes encoding the speech signal into the representation of the speech signal as determined by the indication. The method includes transmitting the representation of the speech signal towards the second terminal device.

Systems, methods, and devices for computer-generating responses and sending responses to communications when the recipient of the communication is unavailable are disclosed. An individual may send a message (either audio or text) to a recipient. The recipient may be unavailable to contemporaneously respond to the message (e.g., the recipient may be performing an action that makes is difficult or impractical for the recipient to contemporaneously respond to the audio message). When the recipient is unavailable, a response to the message is generated and sent without receiving an instruction from the recipient to do so. The response may be sent to the message originating individual, and content of the response may thereafter be sent to the recipient to receive feedback regarding the correctness of the response. Alternatively, the response content may first be sent to the recipient to receive the feedback, and thereafter the response may be sent to the message originating individual.