Abstract: An electronic device according to an embodiment disclosed herein may include a sensor, a short-range communication module, and a processor. The processor is configured to generate first rotation angle information, establish a connection to the external electronic device, receive, from the external electronic device, second rotation angle information and check data uniquely assigned to the second rotation angle information, configure a first time stamp based on the check data and a time of receiving the second rotation angle information, configure a second time stamp based on the check data and a time of correcting the second rotation angle information, compare the first time stamp and the second time stamp to calculate a delay time, correct the second rotation angle information based on the delay time, and generate posture information based on the first rotation angle information and the corrected second rotation angle information.

Abstract: A system and method for enhanced call progress assessment (CPA) utilizing dual-prong analysis, comprising a campaign management console, a data services engine, a traffic shaper, an agent desktop, an optimized CPA service, an auto-dialer with built-in CPA capabilities, and a simple dialer which allows enterprises to process outbound calls in parallel in order to quickly and accurately determine outbound call outcome, a live person or an answering machine or service, which can be used to route outbound calls in an appropriate manner. The system and method utilize a plurality of specialized CPA methods running in parallel to a built-in CPA system to analyze audio stream data associated with an outbound call and uses various entity-specific threshold parameters to determine a call outcome based on the results of the plurality of CPA methods. Such a system and method can provide faster and more accurate CPA using a dual prong approach.

Abstract: A system and method for routing a call from a customer to a customer service representative at a call center is described. The method being performed by an augmented intelligence system. The method includes receiving an incoming call from a customer at the call center. The method also includes determining a match between a classification of the customer and a classification of a selected customer service representative based on a profile of the customer and a profile of the selected customer service representative. The method further includes routing the incoming call from the customer to the selected customer service representative.

Abstract: A method for facilitating an interaction with a contact center for a customer relating to a problem with a target object. The method includes receiving images of the target object from the customer and processing the images by: identifying a base object corresponding to the target object; retrieving a base object model, product identification information, and customer service information associated with the base object; analyzing the images by comparing the images of the target object to the base object model to detect changes; based on the detected changes, determining a problem statement related to the interaction; and based on the customer service information and the problem statement, selecting an applicable contact center as the contact center for the interaction. The method includes transmitting a communication that include the problem statement to the contact center to initiate the interaction.

Abstract: Disclosed herein are system, method, and computer program product embodiments for capturing incoming communications from a sender across multiple channels, and determining whether to include those communications from the sender in an inbox using a waiting room. The waiting room lists unknown senders, and allows a user to add the senders to a blocklist, where the sender's communications are omitted from the user's inbox, or to a passlist, where a new CRM customer record is created for the sender. With the CRM customer record created, future communications from the sender are matched to the CRM customer record and permitted for inclusion in an inbox. This way, recipients can prioritize customers (or other high-value communications) within their inbox based on a corresponding existing CRM customer record, while simplifying the capture of those CRM customer records.

Abstract: Aspects of the subject disclosure may include, for example, generating a set of SRLGs associated with a set of link bundles, wherein the set of SRLGs comprises for each SRLG in the set of SRLGs an indication for each failed link bundle in a particular SRLG a respective bandwidth failure fraction, and wherein for at least one of the failed link bundles the failure is less than a complete failure; generating a set of dominance relationships among the SRLGs in the set of SRLGs, and generating, based at least in part upon the set of SRLGs and the set of dominance relationships a packed set of SRLGs, wherein the packed set of SRLGs comprises a subset of the set of SRLGs. Other embodiments are disclosed.

Abstract: Systems and methods are provided for distributing audio. An audio system is provided that includes one or more audio interfaces, at least one of which is a wireless audio interface. An audio hub couples to the one or more audio interfaces and detects the presence of one or more headphones coupled to the wireless audio interfaces. The audio hub selectively establishes communication channel(s) to convey audio content between a plurality of devices coupled to the audio interfaces. The plurality of devices may include one or more headphones, an infotainment head unit, a microphone, and a speaker. Accordingly, headphone users may hold conversations with each other and/or other occupants of a vehicle, and various users may share audio content with headphone users and/or other occupants of a vehicle.

Abstract: Systems and methods for providing secure communication between an inmate and an outside user are disclosed. In various aspects, account information of both the user and the inmate is stored. A message transmission is received from a first device that includes a header portion and an encrypted payload portion. The system verifies that confidential communication between the inmate and the outside user is permitted based on the header portion and the stored account information. Once verified, the message is transmitted to a second device without decrypting the payload portion of the message.

Abstract: A computer-implemented method is disclosed. The method includes: receiving a first request to initiate a first customer service session; establishing a primary web socket connection between a first web server and service agent terminal; establishing a first communication sub-channel associated with the primary web socket connection, the first communication sub-channel corresponding to the first customer service session; receiving a second request to initiate a second customer service session; in response to receiving the second request: establishing a second communication sub-channel associated with the primary web socket connection, the second communication sub-channel corresponding to the second customer service session.

Abstract: A computer implemented method and computer system for generating outbound calls in a call center in which a plurality of agents are to communicate respectively with outside parties through the outbound calls. The method includes determining a number of agents available for outbound calls, determining phone numbers respectively corresponding to the outside parties, creating an ordered list of calls corresponding to the phone numbers and periodically generating new call attempts by automatically dialing the phone numbers at a dynamic rate, wherein a number of new call attempts is based on a predictive algorithm.

Abstract: Systems and methods for detecting and preventing a denial-of-service attack at one or more victim agents of a telecommunication network include one or more session management systems communicatively coupled to one or more attacker agents. The one or more session management systems to receive a call initiation message during a session, provide a provisional response during the session, activate a connection timer, determine whether a provisional acknowledgement message is received within a pre-determined period associated with the connection timer, deactivate the connection timer if the provisional acknowledgement message is not received within the pre-determined period, determine whether a call counter is greater than or equal to a threshold in response to the connection timer deactivation, and activate a block timer if the call counter is greater than or equal to the threshold. The block timer to block one or more calls from the attacker agent.

Abstract: A method for a multi-channel acoustic event detection and classification for weak signals, operates at two stages; a first stage detects a power and probability of events within a single channel, accumulated events in the single channel triggers a second stage, wherein the second stage is a power-probability image generation and classification using tokens of neighbouring channels.

Abstract: Systems and methods for detecting indications of a scam caller are disclosed. Call data, such as call audio, is received and used to create a training dataset. Using the training dataset, a machine learning model is trained to detect indications of a scam caller in a phone call. An Interactive Voice Response (IVR) model is trained or configured, using voice samples of speech of a subscriber of a telecommunications service provider, to simulate speech and conversation of the subscriber. A conversational agent is generated using the IVR model and the trained machine learning model. The conversational agent receives a phone call, engages a caller in simulated conversation, and detects indications of whether the caller is a likely scam caller. If the caller is determined to be a likely scam caller, an alert can be generated and/or the call can be disconnected.

Abstract: Call routing and management for customer service includes responding to the receipt of a telephone call in a voice gateway by generating a context artifact characterizing at least one aspect of the call and appending a call identifier to the artifact such that the artifact is then transmitted to a CSR management computing system along with a request to assign the call to a particular CSR agent. The call is then parked in a call queue until receiving, from the CSR management computing system, an assigned agent and a network endpoint address to the assigned agent. Finally, a two-way audio link is established between the voice gateway and the network endpoint address. Consequently, the call is removed from the call queue, and audio is bridged between the two-way audio link and the telephone call.

Abstract: Calls for large call queues are handled by a system that assigns agents of a call queue to one of a first group or a second group. A size of the first group or the second group is based on a number of agents in the call queue that are online. The system batch rings each agent of the first group when an incoming call is received. If the incoming call is unanswered by the first group, the system batch rings each agent of the second group.

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

Abstract: A system and method for user, device, and transaction authentication and callback management, utilizing a cloud platform, a digital ledger, an authentication manager, and smart callback contracts, brokering user to user communications and session establishment using an automated workflow built upon extensible root smart contract templates which can be configured to connect various users and brands. Historical user identifier and behavior data may be stored in a blockchain and/or smart callback contract and compared against current user data to authenticate and validate a user, prior to the execution of the smart callback contract, all in a way that is transparent and autonomous to the user. The system may comprise clout platform, that may further comprise a callback manager, a brand interface server, an interaction manager, a media server, one or more blockchain digital ledgers, and various smart contracts which are used to autonomously respond to received user requests.

Abstract: A method includes receiving, at one or more processors, data indicative of a customer communication, inputting, via the one or more processors, the data to a first communication routing model corresponding to a first product or service goal associated with one or more product or service types, and determining, via the one or more processors and based on the first communication routing model, a first score corresponding to a first likelihood that the customer communication will satisfy the first product or service goal.

Abstract: A system and method for hybrid callback management with transparent user authentication, utilizing a callback cloud and an on-premise callback system, allowing users to be verified via his or her biometrics, and also allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.

Abstract: One disclosed example method includes a device receiving an audio signal recorded in a physical environment and applying a de-noise and de-reverberation model onto the audio signal to generate a cleaned audio signal. The de-noise and de-reverberation model is configured to remove noise and reverberation from the audio signal and is trained via a training process. The training process includes training the de-noise and de-reverberation model based on a trained de-noise teacher model and a trained de-reverberation teacher model. The training includes adjusting a portion of parameters of the de-noise and de-reverberation model based on values generated by the de-noise teacher model and the de-reverberation teacher model and then adjusting the parameters of the de-noise and de-reverberation model independently of the de-noise teacher model and the de-reverberation teacher model.