At&t Intellectual Property I, L.p.

Joshua West

Martin Patrick McEnroe

Gary Brian Temerowski, Ii

Lauren Savage

Ni An

Aarthi Reddy

Yunmiao Wang

Jami Carter Brooks Daly

The present disclosure describes various methods, computer-readable media, and apparatuses for supporting customer service automation. The support for automation of customer service may be based on analysis of conversations between customers and customer service agents of a customer service center. The support for automation of customer service may be based on analysis of conversations between customers and customer service agents to identify conversation-level topics and utterance-level topics from the customer service conversations. The support for automation of customer service may be based on use of conversation-level topics and utterance-level topics identified from the customer service conversations to control initiation of customer service automation actions for supporting automation of customer service of the customer service center. The support for automation of customer service may be based on use of conversation-level and utterance-level topics identified from the customer service conversations to control selection, and design, of chatbots for the customer service center.

Supporting automation of customer service

A method and apparatus for detecting a photoacoustic light signal to prevent unauthorized voice commands for a microphone-controllable device are provided. The method includes receiving, by a processor, a signal, detecting, by the processor, that the signal is a photoacoustic signal generated by a thermal expansion and contraction of an object caused by at least one lightwave applied to the object, and activating, by the processor, a counter-measure to prevent the photoacoustic signal from reaching a microphone of a microphone-controllable device in response to detecting the photoacoustic signal.

Signal detection system for improved microphone-controllable device security

An example method performed by a processing system includes receiving a request from a user, wherein the request identifies a plurality of items of source content, and wherein the request indicates that the user would like to generate synthesized content from the plurality of items of source content, retrieving, by the processing system, a plurality of sets of permissions, wherein each set of permissions of the plurality of sets of permissions is associated with one item of source content of the plurality of items of source content, determining, by the processing system, whether the request can be satisfied, based on the plurality of sets of permissions, and automatically generating, by the processing system, the synthesized content using the plurality of items of source content, when the request can be satisfied based on the plurality of sets of permissions.

Generating personalized synthesized media

Concepts and technologies disclosed herein are directed to a field-programmable gate array ('FPGA')-based biometric sampling system for improving biometric data reusability. The system can include one or more FPGAs, each of which can include a plurality of configurable input/output ('I/O') blocks, a plurality of configurable logic blocks, and a plurality of configurable interconnects that connect the plurality of configurable I/O blocks to the plurality of configurable logic blocks. The FPGA(s) can be configured based upon a hardware description language model to receive biometric input data associated with a user, to apply a sampling scheme to the biometric input data to extract, from the biometric input data, an enrollment biometric data sample, and to cause the enrollment biometric data sample to be stored in a database.

Field-programmable gate array-based biometric sampling system for improving biometric data reusability

Aspects of the subject disclosure may include, for example, monitoring interaction(s) between user(s) and agent(s), detecting a shift in the user's attitude, and identifying either a positive shift or a negative shift based on an analysis of the shift. The method may include tracking an outcome of each of the interactions, analyzing the interactions and outcomes, and producing training materials for use by the agent based on the analysis, the training materials including suggestions as to how to reverse the negative shift in future interactions. The method may include presenting the suggestions to the agent during the interaction(s), thereby assisting the agent in resolving the user's attitude and/or concerns. Other embodiments are disclosed.

Growing community of inventors

Leander, TX, United States of America

Joshua West