Apparatus and methods for enhancing security of an authentication process of a caller that initiated a call in an Interactive Voice Response (“IVR”) system are provided. The methods may include routing the call through the IVR system to a headset. After the routing, the methods may include retrieving data associated with the caller. In response to the retrieved data meeting one or more predetermined conditions, a graphical user interface of an agent computer paired to the headset may display a plurality of validation information for validating the caller. Selection by the agent of validation information may trigger methods for transmitting a request to the caller, via a caller mobile phone, to input the validation information selected by the agent. The methods may additionally include authenticating the caller based at least in part on the information input into the mobile phone.

A server-side processing method for implementing an active initiation of a dialogue is disclosed, comprising: establishing a communication connection with a voice client, in response to a received request for establishing a connection from the voice client; receiving an information stream sent by the voice client through the communication connection; performing a dialogue decision-making process according to the information stream, obtaining and outputting an adapted dialogue content to the voice client upon determining that it is an active dialogue scenario. A server and a system for implementing an active initiation of a dialogue are also provided. The disclosed solutions realize intelligent decision-making for voice interaction, and can actively initiate a dialogue based on server-side decision-making, improving interaction experience and realizing intelligent interaction.

A network device (e.g., a user's mobile phone) may be used to make a telephone call to a landline telephone associated with a client device (e.g., a business's device). If the telephone call is terminated, either the network device or the client device may generate a text message to the other and establish a communication session. The client device may present a variety of options to the network device of service requests that may be completed by text message. The network device may transmit the service request and the service request may be fulfilled by the client.

Implementations relate to techniques for providing context-dependent search results. A computer-implemented method includes receiving an audio stream at a computing device during a time interval, the audio stream comprising user speech data and background audio, separating the audio stream into a first substream that includes the user speech data and a second substream that includes the background audio, identifying concepts related to the background audio, generating a set of terms related to the identified concepts, influencing a speech recognizer based on at least one of the terms related to the background audio, and obtaining a recognized version of the user speech data using the speech recognizer.

Certain aspects of the disclosure are directed to monitoring user-data communications corresponding to a user-generated message. According to a specific example, user-data communications, which are addressed to a client among a plurality of remotely-situated client entities, are directed to a message recording system. Each of the plurality of remotely-situated client entities are respectively configured and arranged to interface with a data communications server providing data communications services on a subscription basis. During recording of a message associated with the user-data communications and on the message recording system, speech characteristic parameters of the message may be analyzed, and a sentiment score and a criticality score for the message, may be determined. During the recording of the message, the user-data communications may be routed based on the determined sentiment score and criticality score.

A communication session may be established between a customer device and a customer service representative device. An artificial intelligence assistant may access the communication session and receive an input. The artificial intelligence assistant may process in the input. The artificial intelligence assistant may determine one or more characteristics of the input. The artificial intelligence assistant may determine an output based on the characteristics of the input. The artificial intelligence assistant may communicate the determined output to the customer service representative.

A system and method for chatbot and search engine integration comprising chatbot crawler engine configured to detect all possible paths through a conversational flow between a chatbot and a user, and also comprising a chatbot search integration manager configured to receive a processed conversation flow from the chatbot crawler engine, parse the conversation flow to identify keywords and features, and build an indexable data structure which can be integrated into search engines in order to expose the information and data contained within the chatbot's knowledge base. This integration may allow search engine users to be redirected to a website hosting the chatbot when an indexed data structure comprises information relevant to a search engine query.

Methods, computer program products, and systems are presented. The methods, computer program products, and systems can include, for instance: determining, in performance of an interactive voice response (IVR) session, prompting data for presenting to a user, and storing text based data defining the prompting data into a data repository; presenting the prompting data to the user; receiving return voice string data from the user in response to the prompting data; generating a plurality of candidate text strings associated to the return voice string of the user; examining the text based data defining the prompting data; augmenting the plurality of candidate text strings in dependence on a result of the examining to provide a plurality of augmented candidate text strings associated to the return voice string data; and evaluating respective ones of the plurality of augmented candidate text strings associated to the return voice string data; and selecting one of the augmented candidate text strings as a returned transcription associated to the return voice string data.

A distributed voice applications system includes a voice applications rendering agent and at least one voice applications agent that is configured to provide voice applications to an individual user. A management system may control and direct the voice applications rendering agent to create voice applications that are personalized for individual users based on user characteristics, information about the environment in which the voice applications will be performed, prior user interactions and other information. The voice applications agent and components of customized voice applications may be resident on a local user device which includes a voice browser and speech recognition capabilities. The local device, voice applications rendering agent and management system may be interconnected via a communications network.

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.