Abstract: Efficient and effective communications with customers is a cornerstone of many businesses. Automation, such as in the form of automated agents that can engage in a communication with a customer, furthers those efficient and effective communications. However, textual messages are a series of messages that are often limited to factual statements and direct questions, leaving many customers, such as those that prefer or require high-context communications, may have the impression that the organization with which they are communicating is cold and uncaring or unconcerned about them. By selectively altering the series of messages, an appropriate degree of concern or empathy may be conveyed to facilitate a better relationship and more effective and efficient communications.

Abstract: Fixed-time meeting notifications are almost always wrong in terms of the time required for a user to be presented with the notification, attend to all preliminary matters necessary, and join the meeting. Either there is too much time, in which case the advance notification is more of a distraction, or too little. By dynamically determining delay factors associated with a meeting, such as time to locate to the meeting room or appropriate location to join a remote meeting, launch applications, and tending to personal needs, a meeting notification may be provided just-in-time to allow the user to proceed with all the preliminary matters, without rushing or being late, in order to join the meeting at the user's preferred time, which may or may not coincide with the start of the meeting.

Abstract: Conversations between agents of a contact center and a customer are often transcribed so that text is maintained. However, text conversations consist only of text and omit significant portions of a conversation that are conveyed outside of the specific words spoken. By determining the emotion, tone, or other aspect in a conversation, which may contradict the text content, a data structure may be maintained such that the textual content is annotated with emotion or tonal information and/or utilized in a routing decision to cause a communication network to be altered, such as to include at least one additional node based upon a particular emotion or tone.

Abstract: Agents, whether human agents or automated agents, may be provided with content to deliver to a customer during a communication. The content may have an emotional content, as well as a factual content, that may be appropriate or inappropriate for a particular communication with a customer. Agents may be prompted to provide the content and the emotional content but whether they do or not is not always certain. By determining a difference between actual emotional content and an expected emotional content and executing steps to correct such differences, communications that comprise emotional content outside of nominal range may be corrected, within the communication and/or in subsequent communications. Additionally, long-term trends for one or a plurality of agents may be identified and managed as appropriate.

Abstract: Efficient and effective communications with customers is a cornerstone of many businesses. Automation, such as in the form of automated agents that can engage in a communication with a customer, furthers those efficient and effective communications. However, textual messages are a series of messages that are often limited to factual statements and direct questions, leaving many customers, such as those that prefer or require high-context communications, may have the impression that the organization with which they are communicating is cold and uncaring or unconcerned about them. By selectively altering the series of messages, an appropriate degree of concern or empathy may be conveyed to facilitate a better relationship and more effective and efficient communications.

Abstract: Conversations between agents of a contact center and a customer are often transcribed so that text is maintained. However, text conversations consist only of text and omit significant portions of a conversation that are conveyed outside of the specific words spoken. By determining the emotion, tone, or other aspect in a conversation, which may contradict the text content, a data structure may be maintained such that the textual content is annotated with emotion or tonal information and/or utilized in a routing decision to cause a communication network to be altered, such as to include at least one additional node based upon a particular emotion or tone.

Abstract: Contact centers strive to successfully resolve communications with customers as efficiently and effectively as possible. While providing prompts or scripts to agents may assist in the content delivered to the customer by the agent, such prompts or scripts lack emotion and cause the agent to rely on their own determination of what is appropriate, which may not be appropriate for a particular communication with a customer. By determining and prompting an agent to utilize a particular emotion, agents may better relate to the customer and improve the opportunity to successfully conclude the communication sooner than normal and allow resource to be utilized for other purposes.