Abstract: A system and method for managing virtual queues for providing access control. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities and sensors located therein providing queue management, queue analysis, and access control to controlled systems. The queue service is likewise in direct communication with queued persons and provides an access key to a user device which can be used to access the controlled system when certain conditions are met.

Abstract: A system establishes an agent communication with a customer. An agent computer with a first processor and a first memory receives a batch notification identifying a batch of one or more customer records in the agent computer, for communication in the near future. The one or more customer records is associated with one or more customers. A second computer with a second processor and a second memory provides the batch notification identifying the batch of one or more customer records in the agent computer. The system connects the agent with the customer associated with a customer record selected from the batch by the agent.

Abstract: A system can route calls based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

Abstract: Interactive dialog communication via callbacks is provided by a dialog execution environment executed in response to a selection of a first user interface element in a panel execution environment. The dialog execution environment receives a first set of information including a callback method. A dialog includes a second user interface element selectable to show a second set of information. To obtain this information, the dialog execution environment sends a request for the second set of information to the panel execution environment via the callback method. The panel execution environment sends a request for the second set of information to a server and receives a response including the second set of information. The dialog execution environment receives a response including the second set of information from the panel execution environment and provides the second set of information in a user interface of the dialog.

Abstract: A communication router and hub are provided. In examples, a communication platform enables communication between a customer and a service. Customer information associated with a customer is stored as part of a customer record. The customer record may be associated with the customer using a customer address (e.g., a telephone number or an email address) and/or a communication address associated with the service. Thus, in response to a subsequent communication, the communication platform may identify the customer record based at least in part on the customer address and the service communication address, thereby enabling improved communication routing for incoming and outgoing communications associated with the customer. Additionally, customer information from the customer record may be presented to an experience agent of the service, such that the experience agent is able to better assist the customer.

Abstract: A process of evaluating the expertise of participants during a group call. In operation, an electronic computing device analyzes speech content of participants on a group call to determine a call context associated with the group call. The electronic computing device then assigns an expected expertise score for the participant by correlating the call context with a participant profile and further determines a demonstrated expertise score for the participant as a function of the expected expertise score and a call participation score indicating a duration of time that the participant has spoken during the group call. When the electronic computing device detects that a decision is being made with respect to the call context, the electronic computing device provides a visual or audio output on a corresponding visual or audio output device indicating the demonstrated expertise score of at least one of the participants.

Abstract: A method includes: performing interpolation on a second nonlinear parameter of a speaker based on direct current resistance of the speaker to obtain a third nonlinear parameter of the speaker, where the second nonlinear parameter is a nonlinear parameter preconfigured in the speaker; performing signal compensation on a first input signal of the speaker based on the third nonlinear parameter to obtain a compensated first input signal; and performing filtering on the compensated first input signal to obtain an output signal of the speaker.

Abstract: A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls and follows customer interactions across multiple channels as a single journey, which monitors synthetic calls for a plurality of failure events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, which assigns a synthetic operational customer satisfaction score for each synthetic call, and which uses machine learning to optimize infrastructure configurations to improve customer satisfaction and sentiment.

Abstract: A system and method for intent-based active callback management using enhanced callback objects, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.

Abstract: The disclosure relates to methods of processing a spatial audio signal for generating a compressed representation of the spatial audio signal. The methods include analyzing the spatial audio signal to determine directions of arrival for one or more audio elements; for at least one frequency subband, determining respective indications of signal power associated with the directions of arrival; generating metadata including direction information that includes indications of the directions of arrival of the audio elements, and energy information that includes respective indications of signal power; generating a channel-based audio signal with a predefined number of channels based on the spatial audio signal; and outputting, as the compressed representation, the channel-based audio signal and the metadata.

Abstract: The present application is directed toward techniques for behavioral pairing in a task assignment system. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.

Abstract: A system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.

Abstract: A system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.

Abstract: A sentiment-based score is determined for a contact center engagement between a first contact center service operator and a contact center user. The sentiment-based score is indicated within a graphical user interface displaying information associated with multiple contact center engagements at a device of a second contact center service operator. Based on a request to participate in the contact center engagement received from the device of the second contact center service operator via the graphical user interface, information associated with the contact center engagement is transmitted to the device of the second contact center service operator, and a contact center session involving a device of the contact center user and the device of the second contact center service operator is established.

Abstract: A system for generating a custom audio experience that is configured receive a first audio sample of a first impulse response corresponding to an interior of a vehicle, generate a first convolution reverb from the first audio sample, receive a second audio sample of a second impulse response corresponding to an audio equipment of the vehicle, generate an impulse response module from the second audio sample, generate combination module based on the first convolution reverb and the impulse response module, receive a third audio sample from a user, modify the third audio sample based on the combination module to generate a modified third audio sample, receive an indication of user input to play the modified third audio sample, and cause a user device to output the modified third audio sample.

Abstract: A system for transitioning a telephony or in-person servicing to and from an artificial intelligence (AI) chat session may receive a phone call from a user device associated with a user, and transmit a voice request for personally identifiable information associated with the user. The system may also receive and authenticate the requested personally identifiable information and, in response, generate an authentication token. The system may further receive a servicing intent from the user device, and generate a corresponding servicing intent token. Also, the system may generate an API call to an AI chatbot model, transmit the authentication token and the servicing intent token to the AI chatbot model, and map the servicing intent token to a stored servicing intent. Finally, the system may transmit a message to the user device via the AI chat session.

Abstract: In a teleconferencing method, a first media stream and a second media stream of a teleconference are received, by processing circuitry of a first device, from a second device. The first media stream includes first audio and the second media stream includes second audio. Default weight information is received from the second device. The default weight information indicates a first audio weight for weighting the first audio and a second audio weight for weighting the second audio. The first audio weight for weighting the first audio and the second audio weight for weighting the second audio are determined based on the default weight information. Mixed audio is generated, by the processing circuitry of the first device, by combining a weighted first audio based on the first audio weight applied to the first audio and a weighted second audio based on the second audio weight applied to the second audio.

Abstract: An apparatus including circuitry configured to: obtain at least one location and/or orientation associated with a user; obtain, based on the at least one location and/or orientation, one or more audio element, wherein the one or more audio element at least partially forms an audio scene; obtain, based on the at least one location and/or orientation, at least one auxiliary audio element, the at least one auxiliary audio element being at least one audio element or a combination of audio elements, wherein the at least one auxiliary audio element is associated with at least a part of the audio scene and is located at an outside zone of the audio scene; render the obtained audio element and/or at least one auxiliary audio element.

Abstract: The disclosure relates generally to microphone and vibration sensor assemblies (100) having a transducer (102), like a microelectromechanical systems (MEMS) device, and an electrical circuit (103) disposed in a housing (110) configured for integration with a host device. The electrical circuit includes an output driver circuit, a low drop out (LDO) regulator circuit, and an over-voltage protection circuit with improved capacity and response time.

Abstract: The present disclosure provides systems and methods for audio signal generation. The method may include obtaining first audio data collected by a bone conduction sensor; and obtaining second audio data collected by an air conduction sensor, the first audio data and the second audio data representing a speech of a user, with differing frequency component. The method may also include generating, based on the first audio data and the second audio data, third audio data, wherein frequency components of the third audio data higher than a frequency point increase with respect to frequency components of the first audio data higher than the first frequency point. In some embodiments, the method may further include determining, based on the third audio data, target audio data representing the speech of the user with better fidelity than the first audio data and the second audio data.