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Administrative phone tasks drain roughly 1 trillion USD annually from U.S. healthcare, with over 500 million insurance-benefit verification calls manually handled in 2024. We introduce INSURE-Dial, to our knowledge the first public…
Conversational Product Search ( CPS ) systems interact with users via natural language to offer personalized and context-aware product lists. However, most existing research on CPS is limited to simulated conversations, due to the lack of a…
Conversational artificial intelligence has the potential to assist users in preliminary medical consultations, particularly in settings where access to healthcare professionals is limited. However, many existing medical dialogue systems…
Self-supervised learning methods such as wav2vec 2.0 have shown promising results in learning speech representations from unlabelled and untranscribed speech data that are useful for speech recognition. Since these representations are…
Dialogue models falter in noisy, multi-speaker environments, often producing irrelevant responses and awkward turn-taking. We present AV-Dialog, the first multimodal dialog framework that uses both audio and visual cues to track the target…
We will demonstrate a conversational products recommendation agent. This system shows how we combine research in personalized recommendation systems with research in dialogue systems to build a virtual sales agent. Based on new deep…
In this paper I describe how miscommunication problems are dealt with in the spoken language system DIALOGOS. The dialogue module of the system exploits dialogic expectations in a twofold way: to model what future user utterance might be…
The ever more accurate search for deep analysis in customer data is a really strong technological trend nowadays, quite appealing to both private and public companies. This is particularly true in the contact center domain, where speech…
Though great progress has been made for human-machine conversation, current dialogue system is still in its infancy: it usually converses passively and utters words more as a matter of response, rather than on its own initiatives. In this…
Due to the migration megatrend, efficient and effective second-language acquisition is vital. One proposed solution involves AI-enabled conversational agents for person-centered interactive language practice. We present results from ongoing…
Talking-head videos constitute a predominant content type in real-time communication, yet publicly available datasets for video processing research in this domain remain scarce and limited in signal fidelity. In this paper, we open-source a…
In this paper, we extended the method proposed in [21] to enable humans to interact naturally with autonomous agents through vocal and textual conversations. Our extended method exploits the inherent capabilities of pre-trained large…
Intelligent conversational assistants, such as Apple's Siri, Microsoft's Cortana, and Amazon's Echo, have quickly become a part of our digital life. However, these assistants have major limitations, which prevents users from conversing with…
Replay attacks remain a critical vulnerability for automatic speaker verification systems, particularly in real-time voice assistant applications. In this work, we propose acoustic maps as a novel spatial feature representation for replay…
In a typical customer service chat scenario, customers contact a support center to ask for help or raise complaints, and human agents try to solve the issues. In most cases, at the end of the conversation, agents are asked to write a short…
Testing conversational AI systems at scale across diverse domains necessitates realistic and diverse user interactions capturing a wide array of behavioral patterns. We present a novel multi-agent framework for realistic, explainable human…
This study presents the development and testing of a conversational speech system designed for robots to detect speech biomarkers indicative of cognitive impairments in people living with dementia (PLwD). The system integrates a backend…
In recent years, speaker recognition systems based on raw waveform inputs have received increasing attention. However, the performance of such systems are typically inferior to the state-of-the-art handcrafted feature-based counterparts,…
From 2016 to 2018, we developed and deployed Chorus, a system that blends real-time human computation with artificial intelligence (AI) and has real-world, open conversations with users. We took a top-down approach that started with a…
Recent years have seen growing interest in conversational agents, such as chatbots, which are a very good fit for automated customer support because the domain in which they need to operate is narrow. This interest was in part inspired by…