U.S. patent application number 14/590227 was filed with the patent office on 2015-10-01 for multi-party conversation analyzer & logger.
This patent application is currently assigned to SECURUS TECHNOLOGIES. The applicant listed for this patent is Jay Gainsboro, Lee Weinstein. Invention is credited to Jay Gainsboro, Lee Weinstein.
Application Number | 20150281432 14/590227 |
Document ID | / |
Family ID | 51420951 |
Filed Date | 2015-10-01 |
United States Patent
Application |
20150281432 |
Kind Code |
A1 |
Gainsboro; Jay ; et
al. |
October 1, 2015 |
MULTI-PARTY CONVERSATION ANALYZER & LOGGER
Abstract
In one aspect, the present invention facilitates the
investigation of networks of criminals, by gathering associations
between phone numbers, the names of persons reached at those phone
numbers, and voice print data. In another aspect the invention
automatically detects phone calls from a prison where the
voiceprint of the person called matches the voiceprint of a past
inmate. In another aspect the invention detects identity scams in
prisons, by monitoring for known voice characteristics of likely
imposters on phone calls made by prisoners. In another aspect, the
invention automatically does speech-to-text conversion of phone
numbers spoken within a predetermined time of detecting data
indicative of a three-way call event while monitoring a phone call
from a prison inmate. In another aspect, the invention
automatically thwarts attempts of prison inmates to use re-dialing
services. In another aspect, the invention automatically tags audio
data retrieved from a database, by steganographically encoding into
the audio data the identity of the official retrieving the audio
data.
Inventors: |
Gainsboro; Jay; (Framingham,
MA) ; Weinstein; Lee; (Arlington, MA) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Gainsboro; Jay
Weinstein; Lee |
Framingham
Arlington |
MA
MA |
US
US |
|
|
Assignee: |
SECURUS TECHNOLOGIES
Dallas
TX
|
Family ID: |
51420951 |
Appl. No.: |
14/590227 |
Filed: |
January 6, 2015 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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13227456 |
Sep 7, 2011 |
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14590227 |
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Current U.S.
Class: |
379/189 |
Current CPC
Class: |
G10L 15/08 20130101;
H04M 3/4936 20130101; G10L 15/22 20130101; H04M 1/271 20130101;
H04M 3/2281 20130101; H04M 3/493 20130101; G10L 15/26 20130101;
H04M 2201/41 20130101; H04M 3/42221 20130101; H04M 3/2218 20130101;
H04M 3/38 20130101; H04M 2201/40 20130101 |
International
Class: |
H04M 3/22 20060101
H04M003/22 |
Claims
1. A method of foiling inmate attempts to use re-dialing services,
comprising: using speaker-independent voice-to-text conversion to
detect phone numbers spoken near the beginning of a phone call, and
automatically taking a call-restricting action.
Description
CROSS-REFERENCE TO RELATED PATENT APPLICATIONS
[0001] This patent application is a divisional application of U.S.
patent application Ser. No. 13/227,456, and is related to U.S.
patent applications Ser. Nos. 11/475,541 and 12/284,450, and
provisional patent application 61/380,325, all of which are herein
incorporated by reference.
FIELD OF THE INVENTION
[0002] The field of the invention relates to prison phone systems,
automatic monitoring of phone calls and conferences, speaker
recognition, speaker identification, detection of three-way calls,
audio data mining, voice logging, non-vocabulary-based analysis of
dialog, affective computing, stenographic encoding of data within
audio, and more specifically to automated analysis of multi-party
conversations, and automated key-word searching.
BACKGROUND OF THE INVENTION
[0003] As the hardware and software to record conversations in
digital form has become more and more affordable over recent years,
recording and archiving of conversations such as customer service
calls, teleclasses, business teleconferences, and calls made by
prison inmates has become routine. As digital voice recorders have
become more economical and easier to use, their use for dictation
and note taking has been steadily increasing. It is expected that
with the increasing availability of portable digital devices
capable of audio recording (such as MP3 player/recorders, cell
phones, and digital voice recorders) will continue to increase for
many years to come, and that the uses of these devices will
continue to expand. Indeed, we are approaching the time when audio
recording of one's entire lifetime experience will be practical and
economical. As the amount of monitored and stored audio data
increases, there is an ever increasing need for technological tools
which can extract information from digital audio data. Background
information on a number of conversation-recording market segments,
as well as background information on speech recognition, voice
verification, and voice identification is presented below.
Prison Market
[0004] Modern correctional institutions face many challenges
concerning phone calls made by inmates. One intent of correctional
institutions is to restrict inmates from making phone calls to
persons they should not be contacting. To help accomplish this aim,
many modern prison phone systems require inmates to use an
identifying PIN to use the phone system, and the phone system
enforces limitations on numbers which can be directly dialed, based
on the prisoner's individual PIN. Many prison phone systems, for
instance, limit a given prisoner to dialing one of a pre-approved
set of phone numbers when making calls. One example of the type of
phone call inmates are not allowed to make is phone calls to other
convicted criminals (either in other prisons, or out on parole).
Another example of the type of phone call inmates are not allowed
to make is phone calls which threaten, intimidate, or harass
someone. Another type of phone call prisoners have occasionally
made which have embarrassed officials is a phone call to a public
radio station, where the prisoner winds up speaking on the radio
without authorization. One way in which inmates circumvent the
limited-dialing restrictions of modern prison phone systems is to
make a phone call to an "allowed party", who has invited over to
his or her residence a "disallowed party", who then participates in
the phone call after the phone is initially answered by the allowed
party. Another way in which inmates circumvent the limited-dialing
restrictions of modern prison phone systems is to make a phone call
to a friend who has three-way calling, and then have that person
conference in a person at another telephone number (which is not
approved for the prisoner to be dialing). Another way that inmates
circumvent the dialing limitations is to have someone at an allowed
number set their phone to call-forward to another number (which is
not approved for the prisoner to be dialing). One brand of prison
phone systems boast a "third-party-call-indicating click detector"
feature, which is designed to detect a set of supposedly telltale
click sounds on the line when a third party is conferenced on to
the line. Such detectors are unfortunately unreliable at best,
because many modern telephone systems don't create any particular
noises on the line when conferencing in a third party, or when
forwarding a call to another number, but none the less, prison
officials have been motivated by the promise of such systems enough
to purchase phone system upgrades. Indeed, word of the existence of
such systems has spread among inmates, along with the belief and
story that if inmates in a conversation (where a third party is
being conferenced in) are making enough noise at the time of the
conferencing clicks, then the system will not detect the
clicks.
[0005] To continue to market "conference call click detecting"
systems to prisons in the face of such stories, manufacturers of
such systems have utilized phone system hardware that separates the
electronic signals produced by the phone the inmate is talking on
at the prison, from the electronic signals coming in from the
outside phone network. Telecommunications with the incoming and
outgoing signals separated is sometimes referred to as four-wire
telephony (in contrast to the two-wire telephony systems typically
used in homes, where incoming and outgoing signals share the same
pair of wires). We will also refer to this four-wire technique in
this document as "telephonic directional separation". When click
detection algorithms are run on only the signals coming in from the
outside phone network, clicks can be detected (if they exist)
regardless of how much noise a prisoner makes on a phone at the
prison. In addition to click detection methods, tone detection
methods such as those described in U.S. Pat. No. 5,926,533 (which
is herein incorporated by reference) are known in the art. However,
if a given outside phone system accomplishes call conferencing
without creating clicks or tones, the call conferencing can not be
detected through click or tone detection. There is a need for
innovative technology which can detect conference calls in
situations where no tell-tale clicks or tones are present.
[0006] A compounding problem facing corrections facilities today is
that detecting and automatically disconnecting a call based on the
fact that it is a conference call or a forwarded call may not be
the right thing to do in some circumstances. For instance, if
someone an inmate is allowed to call at home sets his home phone to
forward to his cell phone if he doesn't answer at home, the call
should be allowed to go through. Likewise, if one person an inmate
is allowed to call wants to conference in another person that the
inmate is allowed to call, such a call should not be automatically
disconnected. There is a need for innovative technology which will
not interrupt conference calls and forwarded calls which should be
allowed to take place, while automatically disconnecting instances
of call forwarding and conference calling which should not be
allowed to take place.
[0007] Another problem facing the management of corrections
facilities today is that a service has become available which
allows automated voice-prompted call forwarding, including spoofing
a false caller ID number. This service (if dialed by an inmate
directly of reached by an inmate through call forwarding or a
three-way call) allows the inmate to verbally speak a number to be
dialed, and verbally speak a caller ID number to be spoofed. The
service then patches the inmate through to the number to be dialed,
and the caller ID number seen by the person at that number is the
spoof number verbally specified by the inmate. Such systems will be
referred to in this document as verbally programmed re-dialers.
There s a need for innovative technologies to combat the use of
verbally programmed re-dialers by inmates.
[0008] Another potential problem which is of concern to some
institutions is the potential for employees of the institution to
release to unauthorized persons copies of recorded phone calls.
This may be of concern, for instance, regarding phone calls placed
by "celebrity" inmates. There is a need for innovative technologies
which will help correctional institutions combat unauthorized
release of call recordings to unauthorized persons.
[0009] The quantity of phone calls made on a daily basis from
modern correctional institutions is large, and even though many
correctional institutions record all phone calls made by inmates,
it is a financially infeasible task to manually review, spot
monitor, or manually spot review all phone calls made, and even if
such manual monitoring were feasible, persons monitoring the calls
would be unlikely to know if a given call was forwarded to someone
at a different number than the number that was dialed, and the
entire call might have to be listened to in order to detect an
instance of conferencing in a third party. There is a need for more
automated monitoring with innovative features which would
statistically allow a high degree of accuracy in pinpointing phone
calls which went to an un-allowed party.
[0010] Even when inmates are talking to allowed parties, it is
desirable to prevent inmates from facilitating illegal activity via
their phone calls. Techniques (such as described in U.S. Pat. No.
6,064,963, which is herein incorporated by reference) are known in
the art for automatically spotting key words in conversations.
Unfortunately it can be difficult to know what key words to look
for, because inmates know that all their calls are being recorded,
so they may be unlikely to speak about prohibited subjects in a
directly obvious manner. Even if prison officials reviewed all of
every phone call made, it would be challenging to figure out the
meaning of what was being said if part or all of the conversation
were essentially in code. There is a need for technological
advances which can aid prison officials in detecting phone calls
about prohibited subjects, and there is a need for technological
advances which can provide prison officials with clues to help
decipher conversations which are partly "in code".
[0011] Correctional institutions are not only responsible for
preventing inmates from engaging in illegal and/or harmful
activities, they are also charged with rehabilitating inmates. One
key factor which can aid in rehabilitating inmates is monitoring
each prisoner's psychological state of mind. Monitoring inmates'
phone calls can give excellent clues to inmates' states of mind,
but prisons don't have the budget to have even unskilled personnel
monitor the majority of phone calls made, and the level of training
and attentiveness that would be required to monitor the majority of
phone calls and keep psychological notes is not reasonably feasible
for prisons to expend. There is a need for innovative technology
and automated systems to help prison officials track the
psychological states of mind of inmates.
[0012] Another challenge facing prison officials is the challenge
of maintaining certainty about who is making which calls. Although
many modern prison phone systems require a prisoner to enter a PIN
to make calls, it is still possible for inmates to share PINs with
each other, which gives them access to dialing numbers which are
not on their "allowed phone number" list. There is a need for more
reliable ways for prison officials to be able to detect when
inmates are directly dialing non-allowed phone numbers by using
identifying information of other inmates. It has been proposed to
use digital signal processing Speaker Identification techniques
(such as those described in U.S. Pat. No. 6,519,561, which is
herein incorporated by reference)) in place of PINs to identify
which inmate is making a call, but speaker identification
technology is nowhere near as reliable as fingerprinting, so such
an identification system has not been deemed a viable substitute
for PINs.
[0013] Speaker recognition technology relies on extracting from
human speech certain characteristics of the fundamental vibration
rate of the speaker's vocal chords, and certain information about
the resonances of various parts of the vocal tract of the person
speaking, which are indicative of the physiology of that particular
person's vocal tract. There are two problems that lead voiceprints
to be far less individuated than fingerprints. The first problem is
that there is not as much variation in the physiology of typical
people's vocal tracts to provide as rich a differentiation as
fingerprints provide. The second problem is that each given
person's vocal tract characteristics actually vary in a number of
ways depending on time of day, how much the person has been talking
that day and how loud, whether or not the person has a cold,
etc.
[0014] Some modern prison phone systems use voice verification in
conjunction with PINs, to make it more difficult for one inmate to
falsely identify himself as another inmate. Voice verification has
less stringent requirements than voice identification. In voice
verification, the system is typically simply ensuring that the
person speaking a pass phrase has a voice that is "close enough" to
the voice characteristics of the person who's PIN is used. Even
with voice verification augmenting PIN usage, one inmate might
"share his identity" with another inmate, by entering his PIN and
speaking his pass phrase, and then handing the phone off to another
inmate. Or an inmate may use a pocket dictation recorder to record
another inmate's pass phrase, and then play it into the phone at
the appropriate time. There is a need for more robust inmate
identification technology which prevents one inmate from "handing
off" his identity to another inmate in a way that would allow the
other inmate to make calls to numbers which he would otherwise not
be allowed to call.
[0015] The only data most modern prison phone systems keep track of
and make easily searchable are records of numbers dialed, and time,
date, and duration of calls, inmate who originated the call, reason
for call termination (regular termination, 3-way call termination,
out-of-money, etc.), type of call (collect, prepaid, debit, etc.).
There is a need for tracking innovative metrics which allow prison
officials to more accurately pinpoint which call recordings are
worthy of human review, and speech-to-text technologies only
partially address this need. It may for instance be desirable to
detect when an inmate is giving orders or threatening someone. This
may be difficult to do from vocabulary alone, especially since the
prisoner knows the call is being monitored, and may therefore speak
"in code". There is also a need for innovative technologies which
offer real-time detection of prohibited calls (through detection of
non-allowed call participants, and/or through the nature of the
dialog between the inmate and the called party or parties), and
there is the need for a system which offers prison officials the
opportunity to quickly make a decision in real time as to whether a
given call should be interrupted, and interrupt the phone call if
needed based on real-time content of the call.
[0016] The quantity of phone calls made in prisons on a daily basis
is enormous. Even the quantity of such phone calls which might
contain conversations which merit attention by investigators is
substantial. There is a need for innovative technologies which can
present in an easily graspable form a summary of calls which might
merit investigation. There is a further need for innovative
technologies which can sort calls by criteria relevant to why the
calls might merit investigation, and "how strongly" such calls
might merit investigation.
Customer Service Market
[0017] In the customer service industry, it is common for all calls
to be recorded, and for a cross-section of calls to be monitored
live and other calls to be reviewed later with the aim of
furthering the training of customer service representatives, and
increasing customer retention. The increased use of Interactive
Voice Response (IVR) systems in the modern customer service
industry has in many cases exacerbated the frustration that
consumers experience, because one is often communicating with a
computer rather than a person when initially calling a customer
service department. Some companies have recently made available
software designed to detect frustration on the part of consumers
dealing with customer service departments. There is a further need
for innovative technologies which can aid in real-time detection of
live conversations (between customers and customer service agents)
that are "not going well", so that customer service agents have
their situational awareness increased, and/or customer service
supervisors can intervene, possibly saving valuable customer
loyalty. There is also a need for innovative technologies which can
give customer service agents feedback and coaching to help them
deal more effectively with customers.
[0018] As in other industries where large numbers of phone calls
are monitored, today's technology makes it easy for a company to
record and archive all customer service phone calls, but
technologies are lacking in the area of automatically sorting
recorded calls and flagging which ones are good candidates to be
listened to by persons aiming to glean critical information, or
insights which could be used to improve customer service. One
challenge facing customer service call center managers is finding a
way to usefully keep easily searchable records containing relevant
data about recorded phone calls. Companies such as CallMiner, Inc.
have begun to make products and services available which use
Large-Vocabulary Continuous Speech Recognition (LVCSR)
speech-to-text conversion to convert archived audio to text. While
today's large-vocabulary continuous speech recognition technology
has achieved reasonable accuracy when trained for a particular
user, it is far less accurate in converting speech for users for
who's speech the system is not trained, and further accuracy
problems crop up when converting speech of more than one person in
a multi-party conversation. Never the less, products and services
such as those offered by CallMiner, Inc. have reached the point
where their phrase and word searching functions have been deemed
useful by many customer service groups.
[0019] In some customer service departments, recording of customer
service phone calls also serves the purpose of legal documentation.
This is true, for instance, in financial institutions such as banks
and brokerages.
Speech Processing
[0020] Computational techniques of converting spoken words to text
or phonemes (speech recognition), and techniques for identifying a
person by voice automatically (speaker identification) and
techniques for automatically verifying that particular person is
speaking (speaker verification) typically employ techniques such as
spectrographic analysis to extract key features of different
people's voices. The following two paragraphs are included to
familiarize the unfamiliar reader with some terms and graphical
representations used in spectrographic analysis.
[0021] A black & white spectrogram of the utterance
"phonetician" (the time-domain waveform of which is shown in FIG.
2) is shown in FIG. 3. The spectrogram may be thought of as being
composed of a set of vertical stripes of varying
lightness/darkness. Each vertical stripe may be thought of as
representative of the frequency vs. amplitude spectrum resulting
from a Fourier transform of a short time window of the time-domain
waveform used to derive the spectrogram. For instance, the spectrum
of a short time slice starting 0.15 seconds into the utterance
who's spectrogram is depicted in FIG. 3 (representing the spectrum
of the beginning of the "o" vowel in "phonetician") may be
represented either by the graph in FIG. 4 or by the vertical stripe
300 of the spectrogram in FIG. 3. The dark bands of vertical stripe
300 may be thought of as representing the peaks of the spectrum in
FIG. 4. Thus a spectrogram represents a series of spectral
snapshots across a span of time. An alternative way of representing
a spectrogram is shown in FIG. 6, where the sequential time slices
are assembled in a perspective view to appear as a
three-dimensional landscape.
[0022] The peaks in the spectrum in FIG. 4 (or equivalently, the
dark bands in stripe 300) are referred to as the formants of
speech. These peaks fall on harmonics of the fundamental vibration
rate of the vocal chords as the speaker pronounces different
utterances, and their relative heights and how those relative
heights change throughout speech are indicative of the physiology
of the particular speaker's vocal tract. Both the fundamental
vibration rate of the vocal chords (shown in FIG. 3 over the time
span of the utterance of FIGS. 2 and 6) and the relative amplitudes
of the speech formants vary over time as any given speaker speaks.
Speaker recognition and speaker verification utilize the
differences between the spectral characteristics (including
variations over time and different utterances) of different peoples
voices to determine the likelihood that a particular person is
speaking. Various techniques are known in the art for extracting
from a speech sample spectral data which may be viewed as
indicative of identifying characteristics of the speaking person's
vocal tract. Such data is commonly referred to as a voice print or
voice signature. The fundamental vibration rate of a given person's
vocal chords (and certain other geometric characteristics of that
person's vocal tract) can and often does vary with time of day,
length of time the person has been continuously talking, state of
health, etc. Thus voiceprints are not as invariant as finger
prints.
[0023] Speech recognition technologies for use in such applications
as speech-to-text conversion have been commercially available in
products such as Dragon Naturally Speaking.TM. (made by Nuance
Communications Inc.) and ViaVoice.TM. (made by IBM) for a number of
years now, and recently researchers have also begun to develop
software for recognizing the emotional content of speech. The word
prosody (defined at Princeton University as "the patterns of stress
and intonation in a language") is often used in the field of
affective computing (computing relating to emotion) to refer to
emotion-indicating characteristics of speech. Prosody measurements
may include detecting such speech characteristics as word rate
within speech, perceived loudness, sadness, happiness, formality,
excitement, calm, etc. Perceived loudness is distinguished here
from absolute loudness by the way the character of someone's voice
changes when he or she yells as opposed to talking normally. Even
if someone used a "yelling voice" quietly, one would be able to
understand that the voice had the character of "yelling". Within
this document, we will expand the meaning of the word prosody to
include all non-vocabulary-based content of speech, including all
emotional tonal indications within speech, all timing
characteristics of speech (both within a given person's speech, and
timing between one person in a conversations stopping speaking and
another person in the conversation speaking), laughter, crying,
accentuated inhalations and exhalations, and speaking methods such
as singing and whispering. References in which the reader may learn
more about the state of the art in prosody detection include:
[0024] 1) MIT Media Lab Technical Report No. 585, January 2005,
which appeared in Intelligent user Interfaces (IUI 05), 2005, San
Diego, Calif., USA. [0025] 2) R. Cowie, D. Cowie, N. Tsapatsoulis,
G. Votsis, S. Kollias, W. Fellenz, and J. G. Taylor. Emotion
recognition in human computer interaction. IEEE, Signal Processing
Magazine, 2001. [0026] 3) P. J. Durston, M. Farell, D. Attwater, J.
Allen, H.- K. J. Kuo, M. Afify, E. Fosler-Lussier, and L. C.- H.
Oasis natural language call steering trial. In Proceedings
Eurospeech, pages 1323-1326, Aalborg, Denmark, 2001. [0027] 4) R.
Fernandez. A Computational Model for the Automatic Recognition of
Affect In Speech. PhD thesis, MIT Media Lab, 2004. [0028] 5) H.
Quast. Absolute perceived loudness of speech. Joint Symposium on
Neural Computation, 2000. [0029] 6) M. Ringel and J. Hirschberg.
Automated message prioritization: Making voicemail retrieval more
efficient. CHI, 2002. [0030] 7) S. Whittaker, J. Hirschberg, and C.
Nakatani. All talk and all action: Strategies for managing
voicemail messages. CHI, 1998. The above references are herein
incorporated by reference.
[0031] Within this document, the terms "voice print", "voice
signature", "voice print data", and "voice signature data" may all
be used interchangeably to refer to data derived from processing
speech of a given person, where the derived data may be considered
indicative of characteristics of the vocal tract of the person
speaking. The terms "speaker identification" and "voice
identification" may be used interchangeably in this document to
refer to the process of identifying which person out of a number of
people a particular speech segment comes from. The terms "voice
verification" and "speaker verification" are used interchangeably
in this document to refer to the process of processing a speech
segment and determining the likelihood that that speech segment was
spoken by a particular person. The terms "voice recognition" and
"speaker recognition" may be used interchangeably within this
document to refer to either voice identification or voice
verification.
[0032] In order for the voices of a given person to be identified
or verified in voice identification processes, a sample of that
person's speech must be used to create reference data. This process
is commonly referred to as enrollment, and the first time a person
provides a speech sample is commonly referred to as that person
enrolling in the system.
[0033] There are several ways that voice recognition algorithms can
be thought of as testing a given person's voice to see if it
matches a previously stored voice print. The first way is that the
voice print data can be thought of as a numerical vector derived
from the reference speaker's voice. A second numerical vector can
be derived in a like manner from the voice under test, and a
numerical algorithm can be used to compare the two vectors in a way
where the comparison produces a single number that has been found
to be indicative of the likelihood of a correct match.
[0034] Since the absolute likelihood of a correct match is not
independent of the voices of all the people who might be tested who
are not a match, a more useful method compares the voice signature
of the person being tested to voice signatures from a number of
other individuals, or to an average voice signature derived from a
number of people. The likelihood that the voice signature under
test is the voice that was used to derive the reference voice
signature is then derived from the extent to which the voice
signature under test matches the reference voice signature better
than it matches other individual voice signatures, or the extent to
which the voice signature under test matches the reference voice
signature better than it matches the "average" voice signature of a
population.
[0035] A third way that voice recognition algorithms can be thought
of as testing a given person's voice to see if it matches a
previously stored voice print is that the stored voice print may be
thought of as a model which is repeatedly tested against over time
using small samples of the voice under test, and the resulting test
scores are averaged over time. This procedure may be used with one
of the above methods to produce a likelihood score which has more
certainty the longer the speech under test is listened to. This
variable sample length method may have advantages in live
monitoring applications and in applications where it is desirable
not to waste computational resources once a desired certainty level
has been attained.
SUMMARY OF THE INVENTION
[0036] It is an object of the present invention to facilitate the
investigation of networks of criminals, by gathering associations
between phone numbers and voice print data and names of persons
reached at those phone numbers.
[0037] It is a further object of the present invention to provide
innovative technologies to help prisons combat the use of verbally
programmed re-dialers by inmates.
[0038] In one aspect, the present invention requires both inmates
and called parties to state the name of the called party before
being connected, and both stated names are converted to text.
Spoken names, voice model data from spoken names, and
text-converted spoken names are saved in the call database of the
institution recording the call. In a preferred embodiment, phone
numbers dialed, spoken names, voice model data from spoken names,
and text-converted spoken names are saved in a centralized database
(outside of any particular institution) as well, to provide the
ability for one institution to access phone number/voice data/name
pairings recorded by other institutions, to aid in investigations
and the uncovering of criminal associations.
[0039] In another aspect, the present invention improves on the
practice (common in many prisons) of allowing visitation phone
calls without identifying visitors in the phone call. In one
aspect, the present invention has inmates identify themselves by
PIN and/or spoken name, and identify visitors by name when dialing.
In another aspect, the present invention has visitors identify
themselves by name before being connected to the inmate they wish
to talk to. In a preferred embodiment, both the prisoner's
enunciation of the visitors name and the visitor's enunciation of
his or her own name are recorded and converted to speech.
Additionally, brief voice model data is derived from the visitor's
enunciation of his or her name, and more precise voice model data
is derived from subsequent speech of the visitor during the phone
call. In a preferred embodiment, these derived data are stored in
the institution's call database, building over time a set of voice
models, recorded enunciated names, and test-converted names
associated with persons with whom a particular inmate converses. In
a preferred embodiment, photographic images taken of visitors
during visitation conversations are also stored in the
institution's call database.
[0040] In another aspect, the present invention allows
investigators to listen to phone call recordings using headphones
or ear-buds where the calling party side of the line is played in
one channel (for instance the left channel) and the called-party
side of the line is played in the other channel (for instance the
right channel). This allows intuitive discernment of whether a new
voice is on the called-party side of the line or the calling-party
side of the line.
[0041] In an embodiment of the present invention for use in
monitoring conference calls live or reviewing recorded conference
calls, automatic voice recognition of who is speaking enables
graphical display of the identity of the current speaking party (by
photo icon or avatar or by text name identifier, or by verbally
enunciated identity in response to a key press, mouse click, or
DTMF query.
[0042] In a preferred embodiment of the present invention, digital
signal processing to carry out voice model comparison and other
voice analytic functions is performed on a Graphics Processing Unit
(GPU) card such as GPU cards used in computer gaming.
[0043] In a preferred embodiment, detection of a likely 3-way call
event triggers an automated search for the identity of the
3-way-called party, and possibly automatically searches for past
and/or future occurrences of a newly detected voice.
[0044] In a preferred embodiment, when the present invention
detects an identity scam (PIN Sharing event) it feeds the recorded
incident into its suspicious calling pattern detection system as
one of a multitude of factors used by the system for uncovering
covertly made potentially criminal calls.
[0045] In a preferred embodiment, the suspicious calling detection
system adds to the calls suspicious score for each suspicious
contributing event. Different types of events are given different
weights, and the high interest class of the inmate caller may also
change the weighting of an event and the total suspicious score. In
a preferred embodiment, a user's work queue can be sorted by
highest suspicious scoring calls, by case, or a number of other
different factors. Highly Suspicious calls are automatically
presented to users for investigation. If a user confirms the call
as suspicious after reviewing it, the system uses the confirmed
pattern to identify other historical and future similar patterns
and provides an appropriate weighting to such call patterns.
[0046] In a preferred embodiment, events which contribute toward
the suspiciousness scoring of a given call include: [0047] identity
scamming detection [0048] 3-way calls [0049] spoken phone number
detected [0050] added called party [0051] high interest group
inmate [0052] high interest group called party [0053] newly
identified link [0054] matches historical prior confirmed
suspicious calling pattern [0055] new called party voice seen on
call. [0056] previously identified high interest called party voice
detected [0057] whispering detected
[0058] In a preferred embodiment, when an individual who has been
an inmate at a facility (and who's voice has been enrolled in the
system) leaves the facility in which he or she has been
incarcerated, the system automatically begins to search for the
voice of that individual on phone calls or all inmates with whom
that individual had contact in the facility as an inmate, and the
present invention can be configured to take automated action (such
as automatically cutting off a call), or to flag the recordings of
calls where inmate-to-prior-inmate conversations are detected.
[0059] In a preferred embodiment of the present invention for use
in correctional institutions, rather than performing continuous or
periodic voice verification during a call to detect if the voice of
the inmate on the call ever becomes an unlikely match to the voice
model of the inmate who placed the call, the system instead
performs continuous periodic imposter monitoring, where the voice
on the inmate side of the line is periodically checked against
voice prints or voice models of persons who it is deemed could
possibly get on the line in place of the inmate who placed the
call. In a preferred embodiment, voice models of persons who have
been known in the past to have perpetrated identity theft from
other inmates will be preferentially monitored for. In a preferred
embodiment, when an imposter is detected, the present invention may
be set to perform an automated action (such as flagging the call in
a particular way or cutting off the call in real time), depending
on the identity of the imposter detected.
[0060] In a preferred embodiment, when conditions indicative of a
3-way call are detected when monitoring a call live or reviewing a
recorded call, speech-to-text conversion is used to convert any
spoken phone number and/or name detected on the line in the
temporal vicinity (for instance within 30 seconds) of the detected
3-way call event. In a preferred embodiment, a voice model is made
of any new person to join the conversation during the detected
likely 3-way call event, and statistical pairings are built up over
time in both the call database of the institution, and in a
centralized database whish spans many institutions. Thus over time
the present invention enables law enforcement officials to build a
database of the names and phone numbers of individuals who inmates
illicitly call through three-way call events, call forwarding, and
the like. If on one call the phone number and voice are both
detected, the centralized database now "knows" that pairing. If on
another call the name and voice are paired, the two events are
automatically correlated and now the phone number, voice model, and
name of the illicitly called person are all known, and in the
future, detecting of the voice or number or name will suffice. In
this document, methods for dealing with three-way calls and
illicitly forwarded calls will be deemed interchangeable in most
cases.
[0061] In a preferred embodiment, automated dialing means or SS7
telephone network query means may be used to verify the "busyness"
of a phone supposed to be involved in an illicit (3-way or
call-forwarded) call detected to be likely in real time. In
addition, automated or human-assisted dialing of a the previously
verbally detected phone number of an illicit call participant may
be used to get a verifying sample of the voice or voices of persons
who can be reached at that phone number.
[0062] A preferred embodiment of the present invention allows
officials using the present invention to create 3-way voice
searches (searches for other calls on which voices detected during
3-way call events are detected). A preferred embodiment also allows
users to search and label called party voices with phone numbers
and names so that the rest of the system's call intelligence can be
brought to bear on the 3-way call. A preferred embodiment of the
present invention can be set to automatically search forward and/or
backward in time for other occurrences of a voice detected during a
likely 3-way call event, wither only in other calls of the inmate
involved, or across calls of a number of inmates, to discover if
some 3-way-called numbers and/or persons are in common to 3-way
call events detected on multiple inmates' calls.
[0063] A preferred embodiment of the present invention employs
directional microphones or an array of microphones which may be
post-processed or real-time-processed to effectively act as one or
more directional microphones, to monitor conversations of inmates
in the vicinity of inmate phones while other inmates are engaged in
conversations on those phones. In a preferred embodiment, the
present invention may additionally or alternately use electronic
cameras to monitor inmates in the vicinity of inmate phones. In a
preferred embodiment, directional audio monitoring of inmates in
the vicinity of phones is used to automatically detect instances
where one inmate (who is on the phone) is acting as an intermediary
for another inmate who is prohibited from talking to the person who
the inmate on the phone is allowed to talk to (and is talking to).
In such a case, the voice of the disallowed inmate is recorded
through a physically directional microphone (or electronically
directional array of microphones), and stored in a manner linked
with the recording of the phone call that took place at the same
time. In a preferred embodiment, the identity of inmates in the
vicinity of the inmate who is on the phone may be automatically
derived from voice parameters or photographically, or may later be
manually derived photographically.
[0064] In another aspect, the present invention automatically
detects the interactive voice response cues of verbally programmed
re-dialers, and may be configured to foil inmate attempts to use
such systems. In one configuration, the present invention may be
set up to automatically terminate calls on which the automated IVR
voice of such systems is detected. In a preferred embodiment, such
automatic termination takes place after the inmate has already
spoken the number to be dialed (and possibly the caller ID to be
spoofed), and before the call actually goes through. In a preferred
embodiment, call termination can be programmed to take place in a
way that the inmate will likely interpret as a dropped call or an
IVR interface failure, rather than an intentionally terminated
call. Thus the present invention can be programmed to "spoof call
failure" until officials decide whether it would be more useful to
let a call to the specified number go through (for instance, to
further an investigation). A preferred embodiment of the present
invention flags all inmate calls during which automated IVR voices
are detected, and automatically converts to text numbers spoken my
inmates and numbers spoken back to inmates by IVR systems. In a
preferred embodiment, a centralized database of such detected
numbers is maintained, and the identities of persons at those
numbers and the identities of persons who have been dialing those
numbers is maintained in a correlated manner in that database.
Automated IVR voices may be detected either by building a voice
model for each IVR voice, or detecting certain known prompts, or by
detecting the parametric consistency of an IVR voice, or the
like.
[0065] In a preferred embodiment of the present invention, when use
of a verbally programmed re-dialer is detected, the present
invention has the capability to blank the audio to the inmate's
side of the line while automatically programming the verbally
programmed re-dialer to dial a different number than the one spoken
by the inmate. The inmate experiences an unusual delay but does not
know what has happened. One preferred embodiment then allows an
investigator to converse with the inmate through voice-disguising
software which may be tuned to mimic the voice characteristics of
the person the inmate was attempting to dial.
[0066] In another aspect, the present invention may be configured
to repeatedly steganographically embed user-identifying information
in the audio stream of any recording or live call being streamed to
any user. This feature is intended to help institutions track down
users who release phone call audio to persons not authorized to
have such audio.
[0067] In another aspect, the present invention supports creation
of password-protected audio files and encrypted audio files when
audio is to be released outside of an institution within which it
was recorded.
BRIEF DESCRIPTION OF THE DRAWINGS
[0068] FIG. 1 is a screen shot of a graphical user interface
according to the present invention, before any data is selected to
be displayed.
[0069] FIG. 2 is a screen shot of a graphical user interface
according to the present invention, showing an example menu of
possible ways of selecting a span of time over which to analyze
phone calls.
[0070] FIG. 3 is a screen shot of a graphical user interface
according to the present invention, showing a pop-up calendar which
may be used as an aid to selecting a range of time over which to
analyze calls.
[0071] FIG. 4 is a screen shot of a graphical user interface
according to the present invention, showing how the position of a
second menu within the GUI may change depending on what is selected
on a first menu.
[0072] FIG. 5 is a screen shot of a graphical user interface
according to the present invention, showing how a second menu is
used to select the type of data to be displayed from the selected
span of time.
[0073] FIG. 6 is a screen shot of a graphical user interface
according to the present invention, a table which was dynamically
populated based on criteria specified by menu-selected time range
and menu-selected type of data.
[0074] FIG. 7 is a screen shot of a graphical user interface
according to the present invention, showing a pop-over graphical
menu allowing an investigator to mark a call after having listened
to all or part of that call.
[0075] FIG. 8 is a screen shot of a graphical user interface
according to the present invention, showing a pop-over note pad
which allows investigators to enter notes concerning a given
call.
[0076] FIG. 9 is a screen shot of a graphical user interface
according to the present invention, showing how a second table is
dynamically populated with data about likely imposters when a given
suspect call is selected.
[0077] FIG. 10 is a screen shot of a graphical user interface
according to the present invention, showing the suspected imposter
table replaced by a table of notes on a given suspected
imposter.
[0078] FIG. 11 is a screen shot of a graphical user interface
according to the present invention, showing three dynamically
generated tables (suspicious call report table, table of likely
imposters concerning a selected call, and table of calls made by a
selected inmate).
[0079] FIG. 12 is a screen shot of a graphical user interface
according to the present invention, showing three dynamically
generated tables, where the elevator bars to the side of the first
two tables have been slid down some.
[0080] FIG. 13 depicts speech from two participants in a
conversation displayed separately within a graphical user interface
according to the present invention.
[0081] FIG. 14 depicts a speech segment from one participant in a
conversation having been manually selected within a graphical user
interface according to the present invention.
[0082] FIG. 15 is a graphical user interface for reviewing recorded
conversations according to one aspect of the present invention.
DETAILED DESCRIPTIONS OF SOME PREFERRED EMBODIMENTS
[0083] Within this document, the terms "voice print", "voice
signature", "voice print data", "voice signature data", and "voice
model" may all be used interchangeably to refer to data derived
from processing speech of a given person, where the derived data
may be considered indicative of characteristics of the vocal tract
of the person speaking. The terms "speaker identification" and
"voice identification" may be used interchangeably in this document
to refer to the process of identifying which person out of a number
of people a particular speech segment comes from. The terms "voice
verification" and "speaker verification" are used interchangeably
in this document to refer to the process of processing a speech
segment and determining the likelihood that that speech segment was
spoken by a particular person. The terms "voice recognition" and
"speaker recognition" may be used interchangeably within this
document to refer to either voice identification or voice
verification.
[0084] Within this document, speech mannerisms will be deemed to
include use of particular combinations of words (such as
colloquialisms), frequency of use of various words (such as swear
words, both as modifiers for other words, and not as modifiers),
frequency and context of use of words and sounds some people use as
conversational filler (such as the sound "aah", or the word
"like"), phrases which may be habitually used to start speech
segments (such as the phrase "OK", or the word "so"), regional
accents, elongation of pronunciation of words (for instance where
the elongation may indicate a state of mind such as contemplation),
etc.
[0085] Within this document, the term "enrolled participant" will
refer to a participant who's voice or other biometric identifying
data (such as fingerprint data, retina scan data, or photographic
data) is enrolled in the system, who has been recognized by the
system as enrolled. In applications of the present invention
concerned with identifying conversation participants or controlling
in some way who participates in a conversation, the terms "allowed"
and "authorized" when used to describe a conversation participant
will refer either to a conversation participant who's voice or
other biometric identifying data is recognized as enrolled in the
system (and who is authorized to participate in a given portion of
a conversation without an automated action being taken), or a
conversation participant who is identified as part of a class of
participants (such as women, or men, or persons who's voice or
other biometric identifying data is not recognized), and who, based
on his or her individual identity or class identity, is permitted
to participate in a given portion of a conversation without an
automated action being taken (such as an alert being generated
and/or an automated message being played and/or a call being
disconnected).
[0086] Within this document, the terms "unauthorized" and
"unallowed", when used to describe a conversation participant, will
refer to persons who have not been identified as "allowed" or
"authorized". Within this document, the term "disallowed", when
used to describe a conversation participant, will refer either to a
conversation participant who's voice or other biometric identifying
data is recognized as enrolled in the system, or a conversation
participant who is identified as part of a class of participants
(such as women, or men, or persons who's voice or other biometric
identifying data is not recognized), and who, based on his or her
individual identity or class identity, is prohibited from
participating in a given portion of a conversation.
[0087] Within this document, the term "inter-prosodic" shall refer
to all non-vocabulary-based characterization of the quality of
conversation between two or more persons. For instance a
conversation between two people might be characterized as
confrontational, friendly, teaching, order giving/taking
cooperative, etc. The term "trans-prosodic" within this document
shall refer to non-vocabulary-based patterns of the quality of a
given speaker's speech across a substantial portion of a
conversation or lengthy speech segment (for instance, across a
portion of a conversation or speech segment long enough for an
emotional pattern to be distinguishable).
[0088] Within this document, the term "key-phrase" shall be used to
denote any word, phrase, or phonetic utterance which one might wish
to detect or search for in a conversation. Within this document,
the term "call control official" shall be used to refer to any
person who has the authority to interrupt a phone call which is in
progress. Such interruption could be by joining the call,
temporarily disconnecting one or more parties from the call,
disconnecting the entire call, or disabling one or more parties
ability to be heard on the call.
[0089] In a preferred embodiment, when a user of the graphical user
interface of the present invention first sits down to use the
system, he sees a screen such as the one shown in FIG. 1, which may
usefully be thought of as consisting of five regions as follows:
Call Report Selection Area 101 allows the user to select a span of
time and a type of calls to display over that span of time. Call
Report Area 102 contains a note that this area will be used to
display the call report on the data selected in Call Report
Selection Area 101. Call Analyzer Area 103 contains a note that
this area will be used to display a table of information relevant
to whatever call is selected on the call report table which will be
generated in Call Report Area 102. Call Records Selection Area 104
allows the user to select a set of call records via menu criteria
such as phone number, inmate ID, etc. Call Records Area 105
contains a note explaining that a table of call records will be
generated in that area given criteria specified in Call Records
Selection Area 104.
[0090] FIG. 2 shows how time-span menu 200 expands (showing
selectable options) when time-span menu drop-down arrow 201 is
clicked. In a preferred embodiment, time-span menu 200 contains
selections "Yesterday and Today", "Today", "Last X days", "Since .
. . ", "Past Week", and "Past Month". Depending on which selection
is chosen, dynamically generated additional time-span data box 202
will appear. For instance, if "Today" is selected, box 202 will not
appear, whereas if "Last X days" is selected, data box 202 will
appear. If "Since . . . " is selected, dynamically generated
pop-over calendar 300 will appear, as shown in FIG. 3. Pop-over
calendar 300 may also include time field 301, into which a user may
type a time of day, if desired. In an alternate embodiment, time
span menu 202 may include a "Between" selection, and a time range
may be selected in pop-over calendar 300.
[0091] Depending on what menu selection is selected from time-span
menu 200, time-span data box 202 may change size and the position
of other objects within the display area may change to accommodate
this change. For instance, FIG. 4 shows call-type menu 400 changes
position relative to FIG. 1 or 2 when "Since . . . " is selected on
time-span menu 200, making time-span data box 202 increase in size
to accommodate a date or date range.
[0092] FIG. 5 shows the selections available on call-type menu 500,
which drops down when call-type drop-down arrow 501 is clicked. In
a preferred embodiment, selections on call-type menu 500 include
"Suspicious Calls", "Unrated Suspicious Calls", "Officer Rated
Calls", "A Specific CSN", "Calls Using This Inmate ID # . . . ",
and "Calls to This Phone # . . . ". If any of the selections
containing " . . . " are selected, then an additional call-type
data box appears, allowing the user to type additional call type
data (such as a phone number, Call Sequence Number (CSN), or inmate
ID number).
[0093] Once a user has entered time-span and call-type data,
Recorded Call Search Button 600 can be clicked to dynamically
generate report table 601, as shown in FIG. 6. Column 1 (the
left-most column) in report table 600 is both numerically coded and
color coded to indicate level of severity. For instance, in the
Suspicious Call Report shown in FIG. 6, the table is sorted (from
top to bottom) in order of how likely it is that the voice on the
call is the voice of an imposter. The color red is used to
represent a highly suspicious call, while the color green is used
to represent a very-low-suspicion call.
[0094] The second column in table 601 contains the call sequence
number (CSN). A unique CSN is assigned to each call made. The
second column also has space for a note-denoting icon such as icon
602, which will be present if an official has entered any notes
concerning the call. The third column in table 601 contains the
date of the call. The fourth column in table 601 contains the ID
number used to place the call. If the call is suspected to be made
by an imposter, it is suspected that this number does not belong to
the person who's voice is actually heard on the call. The fifth
column of table 601 contains the name that goes with the ID number
is column 4, plus a small icon of a man with sun glasses if it has
been determined that the call was actually placed by someone
else.
[0095] Coolum 6 of table 601 contains icons indicating the rating
status of each call. In a preferred embodiment, if a call has not
been rated by an official, a question mark icon will be present.
When an official listens to a call, he may right-click on the icon
in column 6 of table 601, and pop-over window 700 will appear (as
shown in FIG. 7), allowing the user to select a rating Icon of his
choice. In a preferred embodiment, a sun-glasses icon represents
the rating "imposter", a halo icon represents the rating "innocent"
(not imposter), and a balance icon represents the rating "unsure"
(of whether the person actually speaking on the call is the person
who's ID number was used to place the call). If a user wishes to
attach a note to a call record displayed in table 602, he may do so
by right-clicking in column 2 of the call record, and a note window
800 will appear as a pop-over, allowing the user to type a note. In
an alternate embodiment, notes may also be entered as voice
annotation.
[0096] In a preferred embodiment, when a row of table 601 is
selected (for instance, by left-clicking anywhere in the row, then
call analyzer table 900 is dynamically generated, and the row of
table that generated table 900 is shaded as row 901 is shaded in
FIG. 9. In a preferred embodiment, each row of table 900 represents
a possible imposter, with the table sorted such that the most
likely imposter is at the top, and successively less likely
imposters appear on the rows below. Column 1 (the left-most column)
of table 900 contains the possible imposter's name. Column 2
contains the possible imposter's ID number. Column 3 is a
color-coded and numerically coded column containing the
automatically generated Suspicious Call Finder (SCF) rating. In a
preferred embodiment, the SCF rating is generated based on two
factors. The first factor is the similarity of the possible
imposter's voice to the voice heard on the call. The second factor
is the frequency with which the possible imposter has been known to
dial the number that was dialed (either under his own ID or on
calls where he has previously been verified to be identifying
himself as someone else).
[0097] Column 4 of table 900 contains the number of calls the
suspected imposter has made to the dialed phone number in the past.
Column 5 of table 900 contains the amount of money the suspected
imposter has spent calling the dialed number in the past. Column 5
contains the percentage of all calls made to the dialed number
which were made by the suspected imposter. Column 6 contains an
icon which indicates whether the suspected imposter's voice has
been verified by an official to be on the call. Note that it is
possible for more than one imposter to participate in a call, so
some embodiments may allow more than one "verified" icon in column
6. In a preferred embodiment, the checkmark icon, the question mark
icon, and the halo icon in column 6 represent "verified imposter",
"unknown", and "innocent" respectively.
[0098] In a preferred embodiment, the inmates whose voices and call
histories were analyzed to generate possible imposter table 900 are
chosen automatically based on system records indicating who has
access to the phone from which the suspicious call was placed.
Sometimes records may not be updated quickly when inmates are
moved, so button 901 is provided so that officials can manually add
inmates to the list of possible imposters. When inmates are
manually added, on-the-fly computation will be done to rate the
added inmate's voice and call history to rank that inmate among the
possible imposters. Notes previously entered for the call selected
in table 601 may be viewed by clicking button 902. Clicking button
902 replaces possible imposter table 900 with notes table 1000
(shown in FIG. 10). The user may switch back to viewing possible
imposter table 900 by clicking button 1001.
[0099] In a preferred embodiment, a third dynamically generated
table 1100 may be generated by selecting a menu item from Call
Records Search Menu 1101, and filling in associated Call Record
Search Data Box 1102. For instance, in FIG. 11, call records table
1100 represents all the calls made by inmate number 165388, and in
FIG. 12, call records table 1200 represents all the calls made to
the phone number filled in in box 1102. In a preferred embodiment
of the present invention, when dynamically generated tables (such
as 601, 900, or 1200) do not fit in their allotted space either
horizontally or vertically or both, vertical and/or horizontal
elevators such as 1201, 1202, 1203 allow vertical and/or horizontal
scrolling of the table which does not fit in its allotted space.
Likewise, the entire display window may be scrolled by web browser
elevator 1204. In a preferred embodiment, the graphical user
interface of the present invention is implemented using
asynchronous Java and XML (AJaX) programming standards which have
evolved for websites and the like.
[0100] In a preferred embodiment for use in correctional
institutions, a graphical user interface such as shown in FIG. 13
may display inmate conversation waveform 1300 and called-party
conversation waveform 1301 separately.
[0101] In a preferred embodiment for use in correctional
institutions, a graphical user interface such as shown in FIG. 14
allows call review personnel to highlight a portion of a
conversation participants speech (such as inmate speech segment
1400), and build a speech model, voiceprint, voice signature of the
like from that segment by clicking Voice Modeling button 1401. In a
preferred embodiment, this function leads to a dialog box which
allows the user to build a voice model or voiceprint, and store any
voice model or voiceprint produced for further use. A preferred
embodiment of the present invention allows automated searching of
past conversations to detect voices of conversation participants
whose voice characteristics fit a given voice model or
voiceprint.
[0102] A preferred embodiment of the present invention for use in
correctional institutions allows officials to automatically flag
future calls on which a voice matching a given voiceprint or
fitting a given voice model is detected.
[0103] Thus a preferred embodiment of the present invention allows
correctional officers to quickly specify a segment of speech within
a graphical interface, and search a set of past phone calls and/or
flag future phone calls when the voice of the person speaking in
the specified speech segment is detected on such calls. This allows
easy searching for patterns of identity theft and the like, once an
identity theft perpetrator or suspect has been identified by voice
segment.
[0104] A preferred embodiment of the present invention for use in
financial institutions similarly facilitates the building of a
voice model or voiceprint from a speech segment of a call on which
a credit card fraud perpetrator or suspect's voice segment has been
identified, and similarly allows the automated searching of past
recorded conversations for occurrences of that person's voice. Such
preferred embodiment also allows automated real-time flagging of
calls where such perpetrator's voice is detected, allowing improved
fraud prevention, and facilitating automated call tracing to aid
law enforcement officials in apprehending credit card fraud
suspects.
[0105] For example, if a customer named Fred had a credit card, and
a credit card fraud perpetrator were to obtain Fred's personal
identifying information (such as social security number and
mother's maiden name), call Fred's credit card company, pretend to
be Fred, claim to have moved, and have a new credit card sent to a
different address, once the fraud was detected, the credit card
company could (using the present invention) find the archived phone
conversation, make a model of the perpetrator's voice,
automatically detect instances of the perpetrator's voice on the
phone in the future, and automatically block future fraud attempts
of the perpetrator, while simultaneously in real time alerting law
enforcement officials of the phone number the perpetrator calls in
from.
[0106] In a preferred embodiment, call review officials can use a
graphical interface such as shown in FIG. 14 to mark a speech
segment which is exemplary of a given emotional state of given
speaker, and model of that emotion in that person's voice can be
stored. Subsequently, past conversations in which that speaker
participated can be searched for instances of similar emotional
states. Likewise, future conversations may be monitored in real
time to detect the occurrence of a similar emotional state, and
such detection can be configured to flag such conversations for
later review, or alert personnel in real time when such
conversations are taking place.
[0107] In a preferred embodiment, call review officials can use a
graphical interface such as shown in FIG. 14 to mark a speech
segment which is exemplary of a given speech mannerism or phonetic
pattern, and store a model of that speech mannerism or phonetic
pattern. Subsequently, past conversations can be searched for
instances of a similar speech mannerism or phonetic pattern.
Likewise, future conversations may be monitored in real time to
detect the occurrence of a similar speech mannerism or phonetic
pattern, and such detection can be configured to flag such
conversations for later review, or alert personnel in real time
when such conversations are taking place.
[0108] In a preferred embodiment of the present invention for use
in financial institutions, certain conversation participants are
automatically determined to be "genuine" (either in real time or by
subsequent evidence), and speech models or voiceprints are
automatically built and saved from such verified genuine recordings
to aid in fraud prevention on future calls. For example, if within
a given conversation a customer arranges to make a particular
payment, and such arranged payment is subsequently made, then, once
that payment has been made, the voice in that original recorded
conversation can be assumed to be the voice of the customer.
[0109] Key points for Financial Services fraudulent transaction
detector. [0110] I. Classify Customer Service to Customer phone
conversations as potential or non potential fraud transactions.
[0111] A. Potential Fraudulent transactions (examples) [0112] i.
Change of Address [0113] ii. New credit card request [0114] iii.
Change in password [0115] iv. Credit limit increase requests [0116]
B. No Fraud Potential Transactions (examples) [0117] i.
Clarification of a charge [0118] ii. Arrangements for direct
payment [0119] II. Build voice models by credit card number or
corresponding customer ID [0120] A. Build Voice models for No Fraud
Potential Transactions-- [0121] i. If significantly different than
previous voice model, build a new model [0122] ii. If similar to
previous voice model, add it to previous voice model and make a new
model [0123] B. Build Voice models for Fraudulent transactions
[0124] i. When a confirmed impostor is detected, build a voice
model for the transaction and add the voice model to the impostor
models [0125] III. Fraud detection [0126] A. When calls come into
the Call Center [0127] i. Check transaction type [0128] ii. If
Potential Fraudulent transaction use JLG Technologies software to
look for impostor voice model matches [0129] iii. Provide real time
alerts on high potential loss calls [0130] iv. Use lie detection
software on high potential fraud calls [0131] B. Post Call
Processing [0132] i. If a call is considered fraudulent after the
fact, add the perpetrators voice to the impostor group and use this
as part of the fraudulent voice detection group [0133] IV.
Reporting [0134] A. The system generates reports to provide
potential fraudulent activity [0135] i. Low scoring voice model
customer calls that have high scoring impostor scores [0136] ii.
Use lie detection on high potential fraud calls
[0137] In a preferred embodiment, the voice model used to ongoingly
verify the identity of a conversation participant is automatically
updated due to circumstances detected in the conversation. For
instance, if it is determined that the conversation participant
Fred has switched from speaking to an adult to speaking to a child,
a voice model previously derived during a speech segment when Fred
was speaking to a child would be substituted for the model used
when Fred is speaking to an adult. In a preferred embodiment, the
boundaries of the speech segments when Fred is speaking to an adult
and when Fred is speaking to a child would be determined by
speech-to-text conversion, and detection of phrases spoken by Fred
such as "put <name> on the phone", or "let me speak to
<name>", or phrases spoken by another conversation
participant such as "I'll put <name> on the phone", or "here
she is", or "here's <name>". In a preferred embodiment, a
second detected circumstance which would cause a switch in the
voice model used to ongoingly identify Fred would be the detection
of a new conversation participant's voice just before the speech
segment from Fred for which the second voice model is used.
[0138] In the above example, in a preferred embodiment, a third
detected circumstance that will cause the system to switch to using
a different voice model for ongoing verification of Fred's identity
would be the detection of speech from Fred's side of the line
(determined, for instance, by telephonic directional separation in
an institutional phone call) which is no longer easily verifiable
as coming from Fred using the voice model used to verify Fred's
previous conversation segment. In a preferred embodiment, when the
system switches to using a different voice model for Fred, the
system will keep using that voice model until that voice model is
no longer a good match, or until circumstances are detected that
indicate the system should switch to a different model. As above,
such circumstances may include detected words spoken by Fred or
another conversation participant or both, and such circumstances
may include a change in the detected voice of the person with whom
Fred is conversing.
[0139] In a preferred embodiment for use in applications where it
is desirable to perform ongoing identity verification via voice,
when the calculated probability that an imposter is speaking rises
above a certain level (or the calculated probability that the
correct speaker is speaking falls below a certain level), the
system performs an automated search for a best match of the
speaker's voice with voice models of suspected imposters. In a
preferred embodiment, this imposter search is done in an efficient
manner. In one preferred embodiment, voices of persons who could be
imposters are divided into a plurality of groupings based on
certain measured characteristics of the voice, and only voice
models within such grouping as the voice being checked would fall
are checked for a match to the possible imposter speaking.
[0140] In the literature, persons who's voices get classified into
one of a plurality of classifications are sometimes referred to as
"cohort speakers". The concept of cohort speakers can be thought of
as a way to save time searching for speaker's identity, by
comparing a small region of one speaker's speech-feature space with
like region of another speaker's speech-feature space, rather than
doing an exhaustive comparison of the entire feature space. This is
analogous of comparing a portion of a finger print, and only going
further in the comparison if that portion appears to be a
match.
[0141] In a preferred embodiment, another way in which the search
is done in an efficient manner is to limit the set of potential
imposters to the set of persons known to have access to the phone
on which the potential imposter is speaking, at the time the
potential imposter is speaking. This limitation feature would, for
instance, be useful in limiting the set of potential imposters who
might impersonate a given prison inmate, but it would not be as
useful in applications such as ongoing voice verification of
customers during telephone banking and other financial transactions
which might be carried out over the phone. In such financial
applications, potential imposter voice models to be searched could,
for instance, start with voice models derived from voices
previously recorded in transactions which were later determined to
be fraudulent.
[0142] In a preferred embodiment for use in prisons, rather than
simply beginning with voice verification (based on an assumed
identity of an inmate from PIN provided or the like), the system
starts by performing voice identification, based on a
maximum-likelihood search within a set of voice models believed to
be representative of all possible persons who could be speaking on
a given telephone. Once the most likely identity is derived, that
identity is compared to the claimed identity of the inmate
speaking. If the claimed identity and the
maximum-likelihood-search-derived identity are identical, then the
system switches into ongoing voice verification mode.
[0143] In a preferred embodiment of the present invention for use
in applications where the set of possible conversation participants
is known and closed (for instance in a correctional institution,
where the set of all possible persons who might use a given
telephone is known), the present invention first identifies which
voice model or voiceprint most closely matches the voice
characteristics of a conversation participant being identified. In
such an embodiment, the present invention then switches to
ongoing-voice-verification mode. In such a preferred embodiment,
the threshold used by the present invention to decide whether the
identity of the conversation participant being monitored has
changed is chosen based upon the difference between how far off the
parameters of the voice of the person speaking are from the
parameters of the voice model the speaker has been identified to be
associated with compared to how far off the parameters of the voice
of the person speaking are from the parameters of the voice model
of the next most likely person who the speaker might have been
identified as.
[0144] An example is provided here for added clarity. Suppose the
set of possible conversation participants within a given prison
cellblock consists of Fred, Bob, Joe, Ted, and Al. One of these men
gets on the phone and begins speaking. The present invention
compares the voice parameters of the man who is speaking with the
previously stored voice parameters of Fred Bob Joe Ted and Al. The
closest match is found to be Al. The next closest match is found to
be Ted. After the conversation participant has been identified as
Al, the system switches into voice verification mode. If the voice
parameters of the person speaking closely match the stored voice
parameters of Al, and the voice parameters of the person speaking
are very different from the stored voice parameters of Ted, a
"large" tolerance will be allowed in the ongoing identity
verification of Al as the conversation progresses. On the other
hand if the voice parameters of the person speaking closely match
the stored voice parameters of Al, and the voice parameters of the
person speaking are also fairly close to the stored voice
parameters of Ted (though not as close as they are to the voice
parameters of Al), a "small" tolerance will be allowed in the
ongoing identity verification of Al is the conversation progresses.
Also, if the voice parameters of the person speaking are not very
close to the stored voice parameters of Al but they're a bit closer
to the stored voice parameters of Al than they are to the stored
voice parameters of Ted, then again a "small" tolerance will be
allowed in the ongoing voice verification of Al.
[0145] Thus, in applications where there is little tolerance for
errors in voice identification and/or verification, the present
invention allows larger variations in a given person's voice before
identifying such person as an imposter in closed-population
situations where no other persons have similar voices than the
present invention allows before identifying such person as an
imposter in closed-population situations where one or more other
persons have voices similar to the voice of the person speaking.
Thus, the present invention may be thought of in such applications
as having an "imposter detection" threshold which is representative
of the amount by which the voice parameters of a given conversation
participant are allowed to very during a conversation before that
participant is considered an imposter, and the imposter detection
threshold for different conversation participants within a given
closed set of possible conversation participants will differ from
one conversation participant to another, depending on whether there
are other persons within the possible set of conversation
participants whose voices are similar to the conversation
participant whose voice is being identified and/or ongoingly
verified within a conversation.
[0146] Within this document, the variation tolerance allowed for
the measured parameters of a given speaker's voice during ongoing
voice verification within a given conversation will be referred to
as that speaker's voice identity tolerance within that
conversation. Voice identity tolerance may be defined
one-dimensionally or multi-dimensionally, depending on the nature
of the voice parameter measurements made in a given embodiment of
the present invention.
[0147] In a preferred embodiment of the present invention
incorporating initial voice identification followed by subsequent
ongoing voice verification, should the ongoingly monitored
parameters of the speaker's voice very by more than the allowed
voice identity tolerance (or imposter detection tolerance), the
system switches back from voice verification mode into voice
identification mode, and once again the most likely identity of the
speaker is chosen from within a known closed possible set of
speakers, based upon a maximum likelihood search.
[0148] In a preferred embodiment of the present invention employing
a combination of voice identification and voice verification
techniques, statistics indicative of the certainty to which a given
conversation participant has been identified in a given
conversation are stored along with the voice data and/or text data
derived from that conversation through speech-to-text
conversion.
[0149] In a preferred embodiment, more than one voice model or
voiceprint may be stored for a given conversation participant. For
instance, if it is found that the voice parameters of a given
conversation participant are distinctly and predictably different
when he or she speaks to a child on the phone versus when he or she
speaks to an adult on the phone it may be advantageous to store two
separate voice models or voiceprints, then it would be to try and
average the voice parameters of that conversation participant
between those two different modes of speaking.
[0150] In a preferred embodiment of the present invention employing
ongoing voice identity verification within a known close
population, and employing voice characterization of an
n-dimensional nature, the n-dimensional distance from the voice
model of the assumed "correct" conversation participant to the
voice model of the "most likely imposter" within the closed
population is determined, and ongoing voice verification is done in
such a way that if the ongoingly measured voice parameters of the
person speaking drift away from their ideal position in voice
parameter space by more than half the distance to the closest
possible imposter than a "likely imposter" alarm condition is
generated.
[0151] It can be seen that within a multidimensional model space,
while "maximum allowed drift distance" condition determination is
optimal if the drift in parameters of the speaker's voice
parameters go in the exact direction of the n-dimensional position
of the most likely imposter's voice, this alarm condition's
tolerance may be unnecessarily tight if the drift of the ongoingly
measured voice parameters of the speaker within the n-dimensional
space are in a direction other than the direction toward the most
likely imposter, and the next most likely imposter is significantly
further away in the n-dimensional space than the first most likely
imposter is. Plus, in a preferred embodiment the allowed drift
distance (within n-dimensional voice model space) of the ongoingly
measured voice parameters of the conversation participant differs
depending on the direction (within n-dimensional parameter space)
of the drift detected.
[0152] During the process of ongoing voice identity verification,
the shorter the speech segment used to derive voice model
parameters is, the less accurate the derived voice model parameters
can be assumed to be. However, if the length of a speech segment
used to verify identity of a conversation participant is
inadvertently made so long that part of it may contain speech from
more than one conversation participant, then the identity
verification accuracy available from the speech segment is actually
less than the identity verification accuracy available from a
shorter speech segment which only contains speech from one
conversation participant.
[0153] In a preferred embodiment of the present invention for use
in correctional institutions and the like, the length of speech
segments used for ongoing identity verification are chosen based on
the boundary conditions of those speech segments. Since it is much
more likely that an imposter will enter a conversation immediately
following a pause in speech on the side of the line on which the
imposter enters the conversation, normally such pauses are used to
determine the boundaries of speech segments used in ongoing
identity verification. However, it is also possible that inmates in
a correctional institution will learn of such an algorithm and will
attempt to have an imposter join a conversation by overlapping the
imposter's speech with the speech of the "correctly" verified
conversation participant. A preferred embodiment of the present
invention therefore employs a second speech segment boundary
determining mechanism which operates by detecting the simultaneous
presence of two voices. Such a detection may be done, for instance,
through phase locked frequency domain measurements, or time domain
measurements which detect the presence of the periodic pulse trains
of more than one set of vocal chords at the same time.
[0154] In addition to the use of voiceprints and voice models (such
as Gaussian mixture models) known in the art, in a preferred
embodiment, the present invention additionally utilizes detection
of and classification of speech mannerisms of conversation
participants as part of the evidence used to ongoingly verify the
identity of conversation participants. In a preferred embodiment,
measured speech mannerisms include statistical probabilities of use
of words accents timing and the like derived from previous known
samples of a given conversation participant's speech.
[0155] Real-world applications often make computational efficiency
an important benchmark of system performance. Within the present
invention one of the methods used to increase computational
efficiency without sacrificing too much in the way of false
"imposter" detection, is not to analyze all of the speech within a
given speech segment. In a preferred embodiment speech segments
which are considered to be "long", and which are considered to be
highly unlikely to contain speech from more than one individual
only need to have a fraction of their speech content analyzed for
identity verification purposes. As long as "enough" of the speech
within the segment is analyzed, the certainty to which identity
verification is carried out can be fairly high. One way in which
the present invention is able to select a subset of speech to be
analyzed, is to analyze every Nth 10 ms of speech, where the number
N is chosen to be small enough to allow reliable voice Identity
verification. It should be noted that this style of data reduction
may not be usable in situations where speech mannerisms including
temporal patterns and speech are being analyzed as part of the
identity verification process.
[0156] When a speech feature space is mathematically defined such
that a certain area of that speech feature space is occupied only
by features of the speech of a known subset of possible speakers,
the mapping of such known subsets of possible speakers to areas of
such a speech feature space is known as a "codebook". It is
mathematically possible to define a codebook such that the known
subsets of possible speakers referred to by the codebook are each
individual speakers. In a case where the codebook is defined such
that the known subsets of possible speakers referred to by the
codebook each contain a group of possible speakers, the individuals
in such a group of possible speakers are referred to as "cohort
speakers".
[0157] In a preferred embodiment, digital signal processing
involved in derivation of voice prints, voice models, phonetic
sequences, and text from audio is carried out on DSP processors on
boards commercially available graphics cards such as those used for
high-end computer games. In a preferred embodiment, one or more
such graphics boards is installed in a personal computer (PC) to
implement the computational hardware of the present invention.
Carrying out digital signal processing on such cards facilitates
far more economical implementation of the features of the present
invention than implementing all the computation of the present
invention on typical personal computer CPUs.
[0158] A call monitor/review interface according to a preferred
embodiment of the present invention is shown in FIG. 15. Graphical
face symbol/name pairs such as 1506 are added to the display as
they are detected in a live monitoring application, or all appear
when a call to be reviewed is accessed. In a preferred embodiment,
during call monitoring using a simple telephone interface, pressing
a particular DTMF digit on the monitoring phone will cause the
present invention to enunciate identifying information about the
individual speaking.
[0159] Within this document, means for prompting shall be construed
to include recorded voice prompt played under computer control,
synthetic voice prompts played under computer control, text
prompting on a visual computer-controlled display, prompting by
displaying detected condition information stored in a database in
response to a database query, and any other means for prompting
known in the art. Within this document, means for deriving a voice
print or voice model shall include means such as referenced
directly or indirectly in U.S. Pat. No. 7,379,868, and any speaker
identification and voice identification publications known in the
art.
[0160] Within this document, means for recording voice signals from
telephone conversations shall be construed to include means
disclosed in documents such as U.S. Pat. Nos. 7,844,252 and
7,889,847 (which are herein included by reference), and hardware
such as available from Adtrans for converting analog telephone
signals to digital form, and compressing digital speech streams by
known compression algorithms such as G729, and hardware which
implements a SIP stack and communicates compressed or uncompressed
digital audio in packet form over the Internet.
[0161] Within this document, the term loudspeaker shall be
construed to include ear-mounted audio speakers such as headphones,
earbuds and earphones as well as conventional free-standing
loudspeakers.
[0162] Within this document, means for monitoring a telephone line
for a suspected 3-way call event includes an analog-to-digital
converter and may include one or more means known in the art for
detecting a 3-way call event, such as silence detection means,
click and pop detection means, keyword detection means, special
information tone detection means, means for detecting a change in
voice characteristics, line impedance change detection means,
volume level change detection means, means for distinguishing
yelling, or any combination of these means.
[0163] Within this document, each of the following are considered
to be suspicious call criteria: [0164] identity scamming detection
[0165] 3-way calls [0166] spoken phone number detected [0167] added
called party [0168] high interest group inmate [0169] high interest
group called party [0170] newly identified link [0171] matches
historical prior confirmed suspicious calling pattern [0172] new
called party voice seen on call. [0173] previously identified high
interest called party voice detected [0174] whispering detected
[0175] prior inmate voice detected
[0176] For the purposes of this patent application, the above list
shall constitute the complete list of suspicious call criteria.
[0177] Within this document, the term "voice characteristic data"
shall be used to refer to voice model data or voice print data
derived from a sample of spoken utterances from an individual.
Within this document, the phrase "alerting a call control official"
shall be deemed to construe either: placing a phone call to a call
control official and playing an audio message, or sounding an audio
alarm that can be heard by a call control official, or displaying a
visual indicator that can be seen by a call control official, or
displaying detected condition information stored in a database in
response to a database query, or actuating a vibrating alarm that
can be felt by a call control official, or some combination of
these. In this document, the term "call-restricting action" shall
be construed to mean either alerting a call-control official as to
the nature of the call that may merit being cut off, or simply
automatically cutting off the call.
[0178] Within this document, the term "directional microphone"
shall include not only any microphone which is inherently
acoustically directional, but also any array of microphones whose
signals are processed in either the analog or digital domain to
produce a single output signal such that the array behaves like a
directional microphone. If all the signals from an array of
microphones are recorded in a time-synchronized manner, the
recorded signals may be post-processed in different ways after the
fact to selectively listen in different directions.
[0179] The foregoing discussion should be understood as
illustrative and should not be considered to be limiting in any
sense. While this invention has been particularly shown and
described with references to preferred embodiments thereof, it will
be understood by those skilled in the art that various changes in
form and details may be made therein without departing from the
spirit and scope of the invention as defined by the claims.
* * * * *