Other

Genesys Telecommunications Laboratories, Inc.

Interactive Intelligence Group, Inc.

Genesys Cloud Services, Inc.

Interactive Intelligence, Inc.

Rivarol Vergin

Jason Anthony McDowell

Adam M Paugh

Felix Immanuel Wyss

Aravind Ganapathiraju

Ananth Nagaraja Iyer

Srinath Cheluvaraja

Kevin Vlack

Emma Ehrhardt

Ananth Nagaraja Lyer

Kevin Charles Vlack

Cheluvaraja Srinath

A contact center system for performing call progress analysis including tone and speech classification according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the contact center system to determine a cumulative average of an entropy of an audio signal received by the contact center system, determine a cumulative average power spectral amplitude and a cumulative average spectral entropy of the audio signal, calculate a difference measure of the audio signal as a difference between the cumulative average of the entropy and the cumulative average spectral entropy, distinguish tones from speech of the audio signal based on the difference measure, and process one or more tones of the audio signal in response to identification of the one or more tones in the audio signal.

Cumulative average spectral entropy analysis for tone and speech classification

A system and method are presented for unsupervised discovery of similar audio events collected from an automated dialing campaign. Locality Sensitive Hashing (LSH) is used to search for similar audio clips within a large dataset of audio recordings. A database is queried for possible matches between an unknown audio clip and any reference carrier audio message present in the database. The database is updated when new, or changed, carrier audio messages are detected.

System and method for unsupervised discovery of similar audio events

A system and method are presented for acoustic echo cancellation. The echo canceller performs reduction of acoustic and hybrid echoes which may arise in a situation such as a long-distance conference call with multiple speakers in varying environments, for example. Echo cancellation, in at least one embodiment, may be based on similarity measurement, statistical determination of echo cancellation parameters from historical values, frequency domain operation, double talk detection, packet loss detection, signal detection, and noise subtraction.

System and method for acoustic echo cancellation

Growing community of inventors

Indianapolis, IN, United States of America

Rivarol Vergin