Abstract: The technology disclosed herein enables communications among users having communication session requests waiting in a queue. In a particular embodiment, a method includes determining that a first communication session request from a first endpoint is in a queue for establishing a communication session with a receiving endpoint to which the queue is regulating access. While the first communication session request is in the queue, the method includes connecting the first endpoint to a communication channel between the first endpoint and a second endpoint having a second communication session request in the queue. Also, while the first communication session request is in the queue, the method includes exchanging user communications between the first endpoint and the second endpoint over the communication channel.

Abstract: A method and system for providing a data consolidation for improved customer communication and agent performance evaluation in a multi-channel contact center are provided. The method includes receiving interaction data of an agent with customers across different communication channels within the contact center, consolidating the interaction data received across the different communication channels, aggregating the consolidated data to generate a set of metrics indicative of agent performance, inputting the set of metrics into an agent performance measurement framework, and determining a performance score for the agent based on an output of the agent performance measurement framework.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing a telephone call screener are disclosed. In one aspect, a method includes the actions of receiving a telephone call. The actions further include determining characteristics of the telephone call. The actions further include, based on the characteristics of the telephone call, determining a level of screening to apply to the telephone call. The actions further include determining screening data based on screening the telephone call according to the level of screening. The actions further include providing, for output, the screening data.

Abstract: A call management system of a call center identifies an inbound caller based upon computer analysis of customer identifiers, which may include at least two of customer name, street address, and zip code. Approximate string matching analysis matches n-grams generated from strings within customer identifiers, with n-grams generated from customer identification fields while searching one or more databases. Approximate string matching can incorporate a closeness metric based on Jaccard distance, and a Gaussian mixture model of best matches. In one embodiment, a polymr search engine analyzes customer identifiers of inbound callers to retrieve customer data, such as customer demographic data, matched to the customer identifiers. In another embodiment, the polymr search engine analyzes customer identifiers of inbound callers to identify repeat callers and retrieve previously collected customer data.

Abstract: A computer-implemented method is presented for selecting a preferred live agent from a plurality of live agents. The method includes constructing, via the processor, a human expertise matrix pertaining to each of the plurality of live agents by determining an average net promoter score (NPS) for each of the plurality of live agents for each category of a plurality of categories, and in response to a voice call by a user, determining, via the processor, a predicted human expertise on average by collectively assessing the human expertise matrix, a predicted NPS derived from a first deep neural network, and a predicted category derived from a second deep neural network. The method further includes, based on the predicted human expertise on average determined, triggering communication via the live agent communication network between the user and the preferred live agent to initiate a conversation between the user and the preferred live agent.

Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (ii) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa; (iii) retrieving from the ranked clusters, a list of fraudsters; and (iv) transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for an automated calling system are disclosed. In one aspect, a method includes the actions of receiving audio data of an utterance spoken by a user who is having a telephone conversation with a bot. The actions further include determining a context of the telephone conversation. The actions further include determining a user intent of a first previous portion of the telephone conversation spoken by the user and a bot intent of a second previous portion of the telephone conversation outputted by a speech synthesizer of the bot. The actions further include, based on the audio data of the utterance, the context of the telephone conversation, the user intent, and the bot intent, generating synthesized speech of a reply by the bot to the utterance. The actions further include, providing, for output, the synthesized speech.

Abstract: A system for generating a merged agent log starts with a processor receiving an audio signal of a communication session between a member-related client device and an agent client device. Processor processes the audio signal to generate caller utterances and generates identified tasks based on the caller utterances. The processor then generates caller utterance data including the identified tasks and a start time of the caller utterances and an end time of the caller utterances. The processor groups the caller utterances based on the identified tasks, and for each of the identified tasks, the processor generates an agent log using an agent logging neural network. The agent log is based on the caller utterances. Other embodiments are disclosed herein.

Abstract: The present disclosure relates to a method of managing a voice call having been queued to await a response by a human representative of a call centre, and a device performing the method. In an aspect, a method is provided of managing a voice call having been queued to await a response by a human representative of a recipient of the voice call, the method being performed by a communications device of a calling party and which includes detecting, from a voice indication provided by the recipient, information indicating a current position of the voice call in the queue, and displaying the detected information indicating a current position of the voice call in the queue.

Abstract: A computerized-method for prioritizing tenants for a service for a request-router in a cloud-based Software-as-a-Service-platform contact-center, is provided herein. When a service-monitoring module for a microservice is operating and a request-router is in a throttle-mode for each service of the microservice, the computerized-method may be operating a Tenants-Prioritization (TP) module for each tenant.

Abstract: An example operation may include one or more of receiving data and metadata from a device, detecting that an event has been captured within the device data and a geographic location of the device based on the metadata, converting information about the detected event and the geographic location into a telephone communication of the device, and transmitting the telephone communication of the device, via a telephone network, to a telephone number of a call station.

Abstract: Disclosed herein are embodiments of systems, methods, and products comprises an analytic server for electronic requests routing and distribution. The server receives a plurality of requests from a plurality of electronic user devices. Aiming to routing the plurality of requests to appropriate agents, the server trains an artificial intelligence model for each agent based on historical data. For each request, the server executes the artificial intelligence model to determine a score indicating the probability of the agent converting the request to a successful sale. The server determines an entropy value for each request based on the scores and order the requests into a queue based on the entropy values. The server also calculates a capacity for each agent based on historical agent data. For each request in the queue, the server routes the request to an agent based on at least one of the score and capacity of the agent.

Abstract: Devices and techniques are generally described for fraud detection. In various examples, first data may be received from a remote computing device, the first data specifying at least one of a first internet protocol (IP) address or a first telephone number by a fraud detection service using an application programming interface (API) of the fraud detection service. In some examples, a first machine learning model of the fraud detection service may determine a first confidence score indicating a likelihood that at least one of the first telephone number or the first IP address is associated with fraudulent activity. In some examples, output data may be sent to the first remote computing device via the API, the output data indicating a determination as to whether at least one of the first IP address or the first telephone number is associated with fraudulent activity.

Abstract: A system and method for monitoring a circuit for impending failure includes measuring changes to frequency-domain impedance with a pair of analog-to-digital converters connected to a conductor while powering up, with or without interposing a series sense resistor for measuring applied current. Changes to frequency-domain impedance or power delivery voltage ratio are identified via a neural network trained to identify frequency-domain impedance associated with normal system behavior and general system failure mode. The neural network may be further trained to produce a predictive probability of specific failure mode types.

Abstract: An illustrative method is disclosed for determining potential partner devices for a hearing device worn by a user, wherein the hearing device is adapted for establishing a data communication connection with other devices with a data communication interface and for receiving an audio data stream from the other devices via the data communication interface. The method includes generating context data from sensor data recorded by the hearing device; inputting the context data into a machine learning algorithm, which has been trained with historical context data to classify potential partner devices; and outputting at least one classification by the machine learning algorithm, the classification classifying the potential partner devices and indicating whether the user expects a data communication connection with the potential partner devices.

Abstract: The present application describes providing an attestation level to a received communication. The attestation level may be used to communicate a level of security to a network or a called party that receives the communication. The attestation level associated with the communication may indicate to a destination network and/or recipient that the phone number associated with the communication is secure and/or the telephone number has not been spoofed.

Abstract: The number of agents to which incoming queries to a customer interaction center agent group may be distributed is limited based on skip criteria. The skip criteria is defined based on information associated with agent devices, such as locked status of a device, in-memory status of a client application at the device, or whether a telephone number provisioned for use with the device is from an external public switched telephone network. Agents which fail to satisfy the skip criteria are excluded from distributions of queries to improve wait times for customer interaction center users. Thus, queries are distributed from a queue to agents which satisfy the skip criteria.

Abstract: Methods, apparatus, and processor-readable storage media for dynamically modifying call flow management using a common data model interface for automated call distribution systems are provided herein. An example computer-implemented method includes obtaining data from at least one automated call distribution system; processing at least a portion of the obtained data using at least one common data model pertaining to call flow management; configuring at least one relational database using at least a portion of the processed data; and performing at least one automated action related to call flow management associated with the at least one automated call distribution system using the at least one relational database and one or more user interfaces.

Abstract: An on-premises system for pre-processing data for forecasting according to an embodiment includes at least one processor and at least one memory having a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the on-premises system to receive a request to forecast contact center data using a cloud system, determine a first number of interactions per unit of time for a source interval, determine a second number of units of time in a destination interval, and determine a third number of interactions in the destination interval based on the first number of interactions per unit of time for the source interval and the second number of units of time in the destination interval.

Abstract: A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.