Abstract: A computer-implemented process receives, at a language interpretation platform from a customer service agent computing device, a request to establish a language interpretation session with a user. In addition, the computer-implemented process places a call from the language interpretation platform to a user mobile computing device. The computer-implemented process, upon the user not answering the call, automatically transmits a message to the user mobile computing device indicating one or more language interpretation connection options. Additionally, the computer-implemented process establishes, via the language interpretation platform, a language interpretation session between the customer service agent computing device, a language interpreter computing device, and the user mobile computing device based on the one or more language interpretation options.

Abstract: A computer-implemented process computer-implemented process renders, at an EMR device positioned at a healthcare provider location, an EMR user interface to access EMR data of a patient. Furthermore, the computer-implemented process receives, via a language interpretation request indicum of the EMR user interface, a request for language interpretation. The computer-implemented process sends, from the EMR device to an EMR server, the EMR data of the patient. Additionally, the computer-implemented process receivers, from the EMR server at the EMR device, a visual code indicium. Finally, the computer-implemented process renders, at the EMR device, the visual code indicium to link the EMR device with a language interpretation device also positioned at the healthcare provider location such that the language interpretation device renders a language interpretation session between a healthcare provider and the patient without being rendered by the EMR device.

Abstract: A computer-implemented contact center platform has a receiver that receives a service request for a service provided by a remotely situated service server. Further, the computer-implemented contact center platform has a transmitter that sends, to a customer relationship management system via a network, a data request for data pertaining to the service request via a first function call through an application programming interface corresponding to a remotely-situated customer relationship management system that stores one or more records pertaining to the service. The computer-implemented contact center platform is distinct from the remotely-situated customer relationship management system. Further, the computer-implemented contact center platform has a memory device have a data cache that stores the data pertaining to the service request.

Abstract: A computer-implemented process receives, during a telehealth conference, an interpreter invitation according to a modality generated through a user interface at a provider computing device operated by the healthcare provider. An example of a modality is a web form, email, hyperlink, phone call via an interactive voice recognition system, mobile software application, desktop tool tray software application, text message, calendar invitation, QR code, or the like. The computer-implemented process routes the interpreter invitation from the telehealth platform to a language interpretation platform that extracts an invitation request payload from the interpreter invitation and routes the invitation request payload, through an automatic call distribution network, to a next available language interpreter operating a language interpreter workstation such that the language interpreter workstation automatically selects a plugin according to a teleconference platform indicated by the invitation request payload.

Abstract: A configuration is implemented to establish, with a processor, an interactive voice response system that is operable in a first human-spoken language. Further, the configuration receives, with the processor, a communication request through a designated communication channel for a second human-spoken language. The second human-spoken language is distinct from the first human-spoken language. Moreover, the configuration generates, with the processor, a simulated interactive voice response system that provides a service in the second human-spoken language. The simulated interactive voice response system routes a request in the second human-spoken language to a machine interpreter that translates the request into the first human-spoken language. The translated request is provided to the interactive voice response system to process the request in the first human-spoken language.

Abstract: A configuration is implemented to establish, with a processor, a customer care system based on a first human-spoken language. Further, the configuration receives, at an automated system, a request from a user through a dedicated communication channel for a service, the request being in a second human-spoken language. Moreover, the configuration determines, with the processor, an identity of the second human-spoken language based on the dedicated communication channel. The configuration also determines, with the processor, that the automated system is unable to fulfill the request. Additionally, the configuration transitions, with the processor, the request from the automated system to a simulated live agent engine that generates a simulated live agent session. The simulated live agent engine sends the request to a machine interpreter that translates the request into the first human-spoken language.

Abstract: A configuration is implemented to generate, with a processor, an image and audio user interface which has a language identification indicium that is image-based. Further, the configuration sends, with the processor, the image and audio user interface to a computing device so that the image and audio user interface is displayed to a user. Moreover, the configuration receives, with the processor, audio data captured by the computing device from a user positioned at the computing device upon activation of the language identification indicium. Additionally, the configuration performs, with the processor, an audio analysis on the captured audio data to identify a language spoken by the user. Finally, the configuration establishes, with the processor, a language interpretation session between the computing device and a communication device associated with a language interpreter based on the identified language.

Abstract: A process generates, at a computer-implemented service provider platform, a simulated user request for a service. Further, the process sends, from the computer-implemented service provider platform to a computing device associated with an agent, the simulated user request for a service. Additionally, the process performs, with a processor at the computer-implemented service provider platform, an assessment of agent responsiveness to the simulated user request for the service. Finally, the process automatically generates, with the processor at the computer-implemented service provider platform, one or more actions based on the assessment.

Abstract: A computer-implemented contact center platform has a receiver that receives a service request for a service provided by a remotely situated service server. Further, the computer-implemented contact center platform has a transmitter that sends, to a customer relationship management system via a network, a data request for data pertaining to the service request via a first function call through an application programming interface corresponding to a remotely-situated customer relationship management system that stores one or more records pertaining to the service. The computer-implemented contact center platform is distinct from the remotely-situated customer relationship management system. Further, the computer-implemented contact center platform has a memory device have a data cache that stores the data pertaining to the service request.

Abstract: A computer-implemented process receives, from a client representative communication device, a request to initiate a voice-based communication to a customer communication device on behalf of a client entity. The request comprises a telephone number associated with the customer communication device. The client representative device being is operated by a client representative that speaks a first human-spoken language, and the customer communication device is operated by a customer that speaks a second human-spoken language, which is distinct from the first human-spoken language. The computer-implemented process routes, with a processor, the request to a language interpreter communication device. The computer-implemented process initiates, with the processor, a communication request from the language interpreter communication device to the customer communication device.

Abstract: A configuration is implemented via a processor to receive a request to perform a service. Further, the configuration selects a human representative from a plurality of human representatives associated with a communication center based on a computing device associated with the human representative indicating that the human representative is online and available to perform the service. In addition, the configuration routes the request to the computing device associated with the human representative. The configuration also monitors activity of the human representative at the computing device associated with the human representative. Further, the configuration determines that the activity of the human representative is inconsistent with the human representative being available to perform the service. Finally, the configuration reroutes the request to a different computing device associated with a different human representative.

Abstract: A configuration is implemented to establish, with a processor, an interactive voice response system that is operable in a first human-spoken language. Further, the configuration receives, with the processor, a communication request through a designated communication channel for a second human-spoken language. The second human-spoken language is distinct from the first human-spoken language. Moreover, the configuration generates, with the processor, a simulated interactive voice response system that provides a service in the second human-spoken language. The simulated interactive voice response system routes a request in the second human-spoken language to a machine interpreter that translates the request into the first human-spoken language. The translated request is provided to the interactive voice response system to process the request in the first human-spoken language.

Abstract: A configuration is implemented to establish, with a processor, a customer care system based on a first human-spoken language. Further, the configuration receives, at an automated system, a request from a user through a dedicated communication channel for a service, the request being in a second human-spoken language. Moreover, the configuration determines, with the processor, an identity of the second human-spoken language based on the dedicated communication channel. The configuration also determines, with the processor, that the automated system is unable to fulfill the request. Additionally, the configuration transitions, with the processor, the request from the automated system to a simulated live agent engine that generates a simulated live agent session. The simulated live agent engine sends the request to a machine interpreter that translates the request into the first human-spoken language.

Abstract: A configuration is implemented to generate, with a processor, an image and audio user interface which has a language identification indicium that is image-based. Further, the configuration sends, with the processor, the image and audio user interface to a computing device so that the image and audio user interface is displayed to a user. Moreover, the configuration receives, with the processor, audio data captured by the computing device from a user positioned at the computing device upon activation of the language identification indicium. Additionally, the configuration performs, with the processor, an audio analysis on the captured audio data to identify a language spoken by the user. Finally, the configuration establishes, with the processor, a language interpretation session between the computing device and a communication device associated with a language interpreter based on the identified language.

Abstract: A configuration is implemented via a processor to receive a request to perform a service. Further, the configuration selects a human representative from a plurality of human representatives associated with a communication center based on a computing device associated with the human representative indicating that the human representative is online and available to perform the service. In addition, the configuration routes the request to the computing device associated with the human representative. The configuration also monitors activity of the human representative at the computing device associated with the human representative. Further, the configuration determines that the activity of the human representative is inconsistent with the human representative being available to perform the service. Finally, the configuration reroutes the request to a different computing device associated with a different human representative.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message from a user device at a message processing server, pre-processing the message to determine at least one topic of interest associated with at least one word parsed from the message, identifying at least one existing topic related to the at least one topic of interest posted in a social networking application associated with a user account of the user device based on the parsed at least one word, linking the at least one existing topic to the user account, and posting the at least one existing topic to the user account.

Abstract: A system, computer program product, and process are provided for artificial intelligence based language interpretation. A storage device has a terminology database that stores a plurality of terms utilized in a previous communication requesting a product and/or a service in a first spoken language, a plurality of responses in a second spoken language to the communication, and (a plurality of outcomes based upon the plurality of responses. The second spoken language being distinct from the first spoken language. Further, a processor learns to generate responses associated with corresponding terms in a request based upon an analysis of the plurality of outcomes from the terminology database, receives a request for a product and/or service in the first spoken language in a current communication, and generates a message having a response that is associated with a term present in the request.

Abstract: An apparatus includes a data storage device that stores remote agent quality assurance code and communication session code. Further, the apparatus includes a data capture device that captures data associated with a remote agent positioned in proximity to the data capture device. In addition, a processor receives a request from an agent routing platform for a service provided by the remote agent through a communication session between the remote agent and a user requesting the service. The processor executes the remote agent quality assurance code to determine that at least a portion of the captured data is non-compliant with the one or more quality assurance policies provided by the agent routing platform. Further, the processor executes the remote agent quality assurance code to provide one or more indicia of non-compliance.

Abstract: A computer implemented language interpretation/translation platform is provided. The computer implemented language interpretation/translation platform comprises a processor that establishes a video remote interpretation session between a mobile device associated with a user and a computing device associated with a language interpreter/translator, receives data corresponding to a context of the video remote interpretation session from the mobile device, and augments the video remote interpretation session with one or more features that are distinct from a language interpretation service.

Abstract: A computer implemented language interpretation/translation platform is provided. The computer implemented language interpretation/translation platform comprises a processor that receives a request from a mobile computing device for a voice-based language interpretation/translation session. Further, the processor determines a potential language interpreter/translator to perform language interpretation/translation based upon the request. In addition, the processor sends a non-voice augmented feature that is associated with the potential language interpreter/translator to the mobile computing device so that the mobile computing device renders the non-voice augmented feature on a display device of the mobile computing device. The processor also receives an indication from the mobile computing device that the potential language interpreter/translator is accepted by a user associated with the mobile computing device.