Abstract: Methods, systems, and computer-readable media consistent with the present disclosure manage multiple telephone calls by managing a session record associated with the call, amending the session record according to a plurality of rules to reflect a plurality of instructed actions, evaluating an amended session record to derive at least one of the plurality of instructed actions, and implementing a derived instructed action on the call under the control of an automated apparatus.

Abstract: Techniques to predictively respond to user requests using natural language processing are described. In one embodiment, an apparatus may comprise a client communication component operative to receive a user service request from a user client; an interaction processing component operative to submit the user service request to a memory-based natural language processing component; generate a series of user interaction exchanges with the user client based on output from the memory-based natural language processing component, wherein the series of user interaction exchanges are represented in a memory component of the memory-based natural language processing component; and receive one or more operator instructions for the performance of the user service request from the memory-based natural language processing component; and a user interface component operative to display the one or more operator instructions in an operator console. Other embodiments are described and claimed.

Abstract: A non-volatile computer readable medium includes computer program instructions to cause a computing device to perform steps in a process. The process comprises detecting an occurrence of an originating event; selecting, in response to the occurrence of the originating event, a unit of work from a queue; selecting, based at least in part on an identification script, a network available to accept the unit of work; sending the unit of work to a first configurable worker object in the network that encapsulates an application function capable of performing a processing task; processing the unit of work by the first configurable worker object; and indicating, by the first configurable worker object, that the unit of work has been processed.

Abstract: A call-modeling system models calls in real-time, with the goal of helping users, e.g., a sales representative and/or their managers, improve and/or guide the outcome of the calls. The call-modeling system generates real-time probabilities for possible outcomes of the conversation, as well as highlight specific on-call patterns, which may be either conducive or detrimental to a desired conversation outcome. The generated probabilities and highlighted patterns may be used by the sales representatives and/or their managers to either increase the probability of a desired outcome and/or optimize for call duration with a specific outcome.

Abstract: A captioning system comprising a processor and a memory having stored thereon software such that, when the software is executed by the one or more processors, the system generates text captions from speech data, including at least the following, receiving, from a hearing user's (HU's) device, an HU's speech data, generating, at the one or more hardware processors, first text captions from the speech data using a speech recognition algorithm, automatically determining, at the one or more processors, whether the generated first text captions meet a first accuracy threshold and when the first text captions meet the first accuracy threshold, sending the first text captions to an assisted user's (AU's) device for display, when the first text captions do not meet the first accuracy threshold, generating, at the one or more processors, second text captions from the speech data based on user input to the speech recognition algorithm from a call assistant and sending the second text captions to the AU's device for dis

Abstract: A message notification indicates a message has been retrieved and/or read. The message notification may be sent to any destination, such as a sender's device. When the sender's device receives the message notification, an icon or other graphical indicator may be displayed to indicate the message has been retrieved and/or read.

Abstract: Evaluating user experience for an application includes collecting, for each of a plurality of sessions of the application, a list of user event data items experienced during that session. The list of user event data items includes any of a device utilization quantifier, user action-response time pairs, and an application fault indicator. For each session, a value is assigned to each collected user event data item, and a session score is derived based on those assigned values. A user experience score is derived based upon a plurality of the derived session scores. The user experience score is reported.

Abstract: A system provides an interface within a CRM system that allows a user to select a routing option for a contact (e.g., phone number) based on a specified CRM data object by allowing a data dip into the CRM database. The system then provides the CRM data and the selected routing option to the communications management system where the communications management system updates a routing state machine and activates the selected routing option for the contact.

Abstract: A method includes producing a user profile in response to user data; obtaining context for estimating the duration of a down-time; estimating the duration of the down-time; determining experience enhancement factors in response to the user profile and the estimated duration of the down-time; determining an activity selection model in response to the context, the user data, and the experience enhancement factors; generating personalized engaging activities by applying the activity selection model to a plurality of potential activities; partitioning the estimated duration of the down-time into segments; sequencing the personalized engaging activities to fit into the segments; and presenting the personalized engaging activities to the user via a computing device. A computer readable medium embodies instructions for the method and an apparatus including a processor is operative to facilitate the method.

Abstract: A method and system for rating multiple call destination types from a single video relay kiosk in a corrections facility. The method comprises receiving an indication of a first dialed phone number by a video relay kiosk in a corrections facility, the first dialed phone number representing a destination for a first phone call; querying a remote database or a local database or a third-party service provider to determine a first call destination type associated with the first dialed phone number; recording the first call destination type returned from the query; and recording a first charge for the first phone call, the first charge being based upon a first rate associated with the first call destination type returned from the query.

Abstract: Aspects of the subject disclosure may include an artificial intelligence method of routing customer service interactions which begins with an analysis of a body of historical interactions with customers. By monitoring an interaction between a user and an agent, the user's issue may be determined and a potential resolution resource may be identified. By monitoring an exchange between the user and the resource, the analysis may be updated. Other embodiments are disclosed.

Abstract: A system for selecting communication routes based on multiple criteria is disclosed. The system can dynamically update route ranking criteria without loading new data tables. Further, the system can be implemented in the context of a route ranking system that provides a list of routes for processing or completing a call. The list of routes can be generated in a ranked order to facilitate attempts to route the call based on the predefined routing criteria. Further, the route ranking system can determine the list of routes based on one or more criteria including, for example, margins, call type, and vendor ratings, to name a few. Advantageously, modifications can be made to values associated with the routing criteria without requiring the loading of new tables associated with the routing criteria. These modifications can be associated with an expiration condition thereby enabling increased flexibility in determining the list of routes.

Abstract: The present disclosure relates generally to analyzing and comparing computer scripts, and more specifically, to determining semantic similarities between syntactically different scripts. An example computing system includes a memory configured to store a database, wherein the database is configured to store script canonical form (SCF) representations of scripts, and wherein each SCF representation is a topologically-sorted, labeled, directed graph that includes tables and datasets as nodes, actions as edges, and predicates as labels. The system includes a processor configured to execute instructions stored in the memory to cause the computing system to perform actions including: generating a first SCF representation of a first script, and storing the first SCF representation of the first script in the database.

Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.

Abstract: Techniques for actor and thread message dispatching are described herein. In some examples, a computing system may include multiple actors and multiple processing threads. Upon receiving an incoming message associated with one of the actors, a dispatching component may select one of the multiple processing threads within the computing system to which to dispatch the message for processing. If the associated actor is already assigned to one of the processing threads, then that processing thread may be selected for processing of the message. By contrast, if the associated actor is not already assigned to one of the processing threads, then a processing thread may be selected based on various factors, such as a set of priorities associated with the processing threads.

Abstract: Systems and techniques for automated voice assistant personality selector are described herein. A task may be identified that is to be completed by a user of a voice-enabled virtual assistant. A response may be output in connection with the task using a default personality for the voice-enabled virtual assistant selected based on the task. A task completion checkpoint may be determined for the task. It may be identified that the task completion checkpoint has not been reached. A personality profile of the user may be compared to personality data of a set of voice-enabled virtual assistant profiles corresponding to respective members of a set of available voice personalities for the voice-enabled virtual assistant. An escalation personality may be selected for the voice-enabled virtual assistant based the comparison and the task. Commands for facilitating user completion of the task may be transmitted via the voice-enabled virtual assistant using the selected escalation personality.

Abstract: A GPU resource allocation method and system relate to the field of computer technologies. A global logic controller determines a to-be-distributed kernel program in a kernel status register table; searches an SM status register table for an SM capable of running at least one entire thread block; when the SM capable of running at least one entire block is not found, searches the SM status register table for a first SM, where the first SM is an SM capable of running at least one thread warp; and when the first SM is found, distributes a block from the to-be-distributed kernel program to the first SM; or when the first SM is not found, searches for a second SM and then distributes the block from the to-be-distributed kernel program to the second SM. The GPU resource allocation method and system are applicable to GPU resource allocation.

Abstract: A method and a system of optimizing call distribution among callers for improved positive outcome is disclosed. In an embodiment, the method may include receiving at least one attribute associated with one or more callers, and at least one attribute associated with one or more callees. The method may further include calculating an overall cost associated with each of the one or more callers with respect to each of the one or more callees, based on the at least one attribute associated with the one or more callers and the at least one attribute associated with the one or more callees, using an Artificial Intelligence (AI) model. The method may further include allocating a caller to a callee based on the overall cost.

Abstract: Methods, systems and programming for evaluating user satisfaction with respect to a user session are presented. In one example, one or more queries in a use session are received from a user. Information about one or more user activities is obtained. Each user activity is related to manipulation of a content item associated with one of the one or more queries. A score associated with the user session is computed based at least partially on the one or more user activities. User satisfaction with respect to the user session is determined based on the score.

Abstract: An application determines an emotional state of a user based on evaluating facial recognition data of the user captured from the user interacting with the application. The application receives a request from the user to initiate a support call. The request identifies the emotional state of the user. The application predicts, from a set of outcomes of support calls processed by support agents interacting with users having different emotional states, an emotional state that increases a likelihood of achieving a specified outcome for the support call based on the emotional state of the user. The application identifies an available support agent having the predicted emotional state, and assigns the user to interact with the identified support agent for the support call.

Abstract: Various implementations provide context-based action recommendations based on an incoming communication. To provide the context-based action recommendation, a computing device collects information associated with a user that can be used to generate context information. Upon receiving an incoming communication, the computing device identifies various characteristics associated with the incoming communication. In turn, the computing device analyzes the context information, using the identified characteristics, to identify context information relevant to the incoming communication. Some implementations generate an action recommendation based on the identified context information such as a shopping transaction correlated with a monetary deposit, and notify the user of the action recommendation. In one or more implementations, when an audio control mode is enabled, the computing device the user of the action recommendation using an audible notification.

Abstract: The invention relates to a presence status determination system and a computer implemented method to determine the presence status of a first user registered in a network and to communicate this presence status to a second user, who would like to make contact with the first user. An input device for a presence status determination device records a predetermined first presence status component determined by the first user and forwards the first presence status component to the presence status determination device (20). A contact person registration device records the identity of the second user and reports the identity to a relationship determination device. The relationship determination device determines, with the aid of a computer, a second presence status component, which considers the social proximity between the first user and the second user.

Abstract: In non-limiting examples of the present disclosure, systems, methods and devices for linking tasks and resources are provided. A plurality of attributes associated with a task resource may be analyzed. A plurality of contexts that are associated with the plurality of attributes may be determined and the plurality of attributes may be classified into one or more contextual groups. At least one resource node related to the task resource may be identified, the at least one resource node having a plurality of identified attributes sharing at least two contexts associated with the plurality of attributes that are associated with the task resource. An actionable link to at least one resource corresponding to the at least one identified resource may be displayed.

Abstract: A device receives a communication associated with a support issue encountered by a user, and receives information identifying one or more self-support actions performed by the user in relation to the support issue. The device assigns the communication to a position in a support queue. The support queue includes information identifying positions of other communications received from other users, when the other communications are received, and self-support actions performed by the other users. The device associates the information identifying the one or more self-support actions with information identifying the position of the communication, and applies respective weights to the one or more self-support actions. The device generates a score for the communication based on applying the respective weights, and modifies the position of the communication based on the score. The device performs one or more actions based on modifying the position of the communication.

Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.

Abstract: An apparatus includes a user interface module configured to receive user information associated with a user. The apparatus also includes a classification module configured to apply a classifier defined within a classification tree to the user information, and to calculate a classification score representing an estimated likelihood that the user is associated with at least one user type. The classification module is also configured to classify the user to an identified user type based on the classification score. The apparatus also includes a database configured to store at least one of user account information associated with the user, historical information associated with the user, or historical information associated with a group of users including the user. The apparatus also includes an interface generation module configured to generate a signal based on the information in the database, the signal specifying a user interface to be presented to the user.

Abstract: Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.

Abstract: A device receives a communication associated with a support issue encountered by a user, and receives information identifying one or more self-support actions performed by the user in relation to the support issue. The device assigns the communication to a position in a support queue. The support queue includes information identifying positions of other communications received from other users, when the other communications are received, and self-support actions performed by the other users. The device associates the information identifying the one or more self-support actions with information identifying the position of the communication, and applies respective weights to the one or more self-support actions. The device generates a score for the communication based on applying the respective weights, and modifies the position of the communication based on the score. The device performs one or more actions based on modifying the position of the communication.

Abstract: A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of a method for providing customer sentiment depiction. The system may receive customer information and session information and generate a customer sentiment estimate. The system may then receive an indication of a detected customer voice characteristic and generate an updated customer sentiment estimate that may be transmitted to a customer service terminal for display.

Abstract: A device receives, from a user device, a communication associated with a support issue encountered by a user of the user device and assigns the communication to a position in a support queue based on when the communication is received, wherein the support queue includes data identifying positions of other communications received from other users, and data identifying when the other communications were received. The device processes data identifying the communication and historical communication data describing prior communications associated with the user, with a model, to determine an average time spent on hold by the user for the prior communications. The device modifies the position of the communication in the support queue based on the average time and performs one or more actions based on modifying the position of the communication in the support queue.

Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.

Abstract: Aspects of the disclosure are directed to instantiating and configuring computing platforms at a data center according to a computing platform definition. The computing platform definition may indicate the devices to be deployed for the computing platform, the executables to be deployed for the computing platform, and build dependencies and deployment sequences for the executables. The computing platform definition may also indicate test cases and corresponding test data to perform at the computing platform. The computing platform definition may additionally indicate code standards that the source code of the executables should meet as well as enforcement standards for the instances of the computing platform. Multiple computing platforms that conform to the computing platform definition may thus be automatically instantiated based on the computing platform definition.

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

Abstract: A method and apparatus of processing a user call via an intelligent voice response (IVR) call processing application is disclosed. One example method may include receiving a call from a user device, obtaining user information from the received call, comparing the user information to at least one pre-stored user information stored in a user databank associated with a user account, and calculating a first confidence level by comparing the user information to the pre-stored user information. The method may also include authorizing the user device to receive an offer based on the first confidence level, and transmitting the offer to the user authorized by the first confidence level.

Abstract: A device receives a communication associated with a support issue encountered by a user, and receives information identifying one or more self-support actions performed by the user in relation to the support issue. The device assigns the communication to a position in a support queue. The support queue includes information identifying positions of other communications received from other users, when the other communications are received, and self-support actions performed by the other users. The device associates the information identifying the one or more self-support actions with information identifying the position of the communication, and applies respective weights to the one or more self-support actions. The device generates a score for the communication based on applying the respective weights, and modifies the position of the communication based on the score. The device performs one or more actions based on modifying the position of the communication.

Abstract: Systems and methods for machine suggested dynamic real time service level agreements in operations may include a client information handling system and a ticketing information handling system having a ticketing processor subsystem. The ticketing processor subsystem may receive a problem ticket that may include a problem from the client information handling system. The ticketing processor subsystem may identify a learned problem profile, that may be based on the problem ticket, and learned analyst profiles associated with the learned problem profile. The ticketing processor subsystem may also determine a SLA estimation, that may be based on the learned problem profile and the learned analyst profiles. The ticketing processor subsystem may also send a SLA proposal that may include the SLA estimation and recommended analysts to the client information handling system.

Abstract: Systems and methods for extracting facts from natural language texts. An example method of information extraction comprises extracting, from a natural language text, a first plurality of information objects; extracting, from the natural language text, a second plurality of information objects; identifying a set of conflicting information objects, such that a first information object of the set of conflicting information objects belongs to the first plurality of information objects and a second information object of the set of conflicting information objects belongs to the second plurality of information objects; and producing a final list of information objects extracted from the natural language text, by applying, to the set of conflicting information objects, a conflict arbitration function which performs at least one of: modifying the first information object, deleting the first information object, or merging two or more information objects of the set of conflicting information objects.

Abstract: A contextual lead generation in an automated communication link establishment and management system may store information related to sales calls. The system may identify strengths and weaknesses of a sales representative. The system may provide training content to the sales representative in real time base on the identified strengths and weaknesses.

Abstract: A communication session analyzer is integrated or otherwise coupled to an audio player to generate a system for analyzing voice-based communication sessions. Embodiments of the system also include a data store and an output device, respectively. The analyzer identifies a communication session attribute. An automated or human reviewer of a stored communication session forwards an assessment for an observed communication session. The data store receives and stores the communication session attribute with the assessment in a common format. Alternatively, an output device generates a representation that includes the communication session attribute and the assessment. When customer feedback is available for a particular communication session, the system identifies the communication session as one that should be reviewed.

Abstract: In accordance with embodiments, there are provided methods and systems for providing multiple column custom indexes in a multi-tenant database environment. A method embodiment provides defining a multi-tenant data structure having a plurality of data columns data fields and a plurality of rows for each of multiple tenants, each row including a data column for a tenant identifier, defining a first data field for a tenant, the first data field having a first data type, defining a second data field for the tenant, the second field having a second data type, and defining an index table including a tenant identifier for the tenant, a copy of data from the first data field and the second data field, and a key to the corresponding rows of the multi-tenant data structure.

Abstract: A system, method, and computer program product are provided for providing proactive customer care for issues associated with billing or ordering processes. In use, a likelihood that a customer is going to call a call center to address at least one issue associated with at least one of an ordering process or a billing process is predicted. Additionally, it is determined whether the customer is likely to call the call center based on the predicted likelihood that the customer is going to call the call center. Further, the customer is proactively notified before the customer contacts the call center, if it is determined that the customer is likely to call the call center.

Abstract: Visualizations of a serial process are provided. A process model of a serial process is constructed using an underlying statististical model. The process model represents each instance of the serial process as a series of interconnected nodes, wherein (i) the serial process includes a plurality of events; (ii) each node is associated with an event and a time at which the associated event occurred in an instance of the serial process; and (iii) connectors link nodes together to form the series of interconnected nodes, the connectors representing stages of serial process. The stages are scored and categorized into various categories based, at least in part, on the process model. One or more of the categories is associated with outlier stages. A visualization of the process model is presented such that the visualization associates the stages of the instances of serial process with respective categories.

Abstract: A system and method for expanding a question and answer (Q&A) database. The method includes preparing a set of Q&A documents and speech recognition results of an agent's utterances in conversations between an agent and a customer, each Q&A document in the set having an identifier, and each speech recognition result having an identifier common with the identifier of a relevant Q&A document, and adding one or more repetition parts extracted from the speech recognition results of the agent's utterances to a corresponding Q&A document in the set.

Abstract: A mechanism is provided in a data processing system for tailoring question answering system output based on user expertise. The mechanism receives an input question from a questioning user and determines a set of features associated with text of the input question. The mechanism determines an expertise level of the questioning user based on the set of features associated with the text of the input question using a trained expertise model. The mechanism generates one or more candidate answers for the input question and tailors output of the one or more candidate answers based on the expertise level of the questioning user.

Abstract: A system and method are disclosed for analyzing return on investment (ROI) for social commerce interactions. User data associated with a target group of social media users is collected and processed to generate a first set of social commerce metrics. The user data comprises a first set of social media interaction data corresponding to a first set of social commerce interactions with the target group of social media users. The user data is further processed to generate a second set of social commerce interactions, which are then performed. The performance of the second set of social commerce interactions generates a second set of social commerce interaction data, which in turn is processed to generate a second set of social commerce metrics. The first and second sets of social commerce metrics are then processed to generate social commerce ROI metrics.

Abstract: Embodiments of the invention relate to chat and, more particularly, to determining an that is to be action taken based on the type of chat session. The resolution of the chat is categorized to decide the necessary steps taken and also to monitor the agent's performance. A chat filter extracts relevant portions of a chat session. The relevant factors are taken into consideration and scored based on the feature vectors. A model is built and the type of resolution is determined. An analysis of the chat session is then performed taking into consideration several factors.

Abstract: Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a contact center system comprising generating historical workforce data regarding an agent workforce capacity of the contact center system, and initiating an increase or decrease to an agent workforce of the contact center system based at least in part on the historical workforce data to increase an amount of choice among available agents or waiting contacts.

Abstract: Examples include controlling voice input detection in a voice agent network including a plurality of voice agents. An example voice agent includes an audio sensor, a communication interface, a processor, and a memory device storing instructions executable by the processor to detect, via the audio sensor, audio data corresponding to a voice input, and responsive to determining that at least one other voice agent of a voice agent network is detecting audio data corresponding to the voice input determine a signal strength at which the audio data is detected, compare the signal strength to a reported signal strength from the at least one other voice agent, and selectively transmit one or more of an indication of the signal strength and the detected audio data based on comparing the signal strength to the reported signal strength from the at least one other voice agent.

Abstract: A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.

Abstract: An objective is to provide a call center system operable in accordance with various signaling specifications without causing an automatic call distributor to cope with the various signaling specifications. A call-originator terminal 101 includes a virtual call device 105 transmitting a different signal to a call center 100 from signaling. The call center 100 includes an automatic call distributor 118 selecting a terminal in a call-center-terminal group 102 upon receiving the signal from the virtual call device 105. In addition, the call-originator terminal 101 and the call center 100 include respective telecommunication-device control devices 107, 115, giving, to either one of the call-destination terminal 113 selected by the automatic call distributor 118 and the call-originator terminal 101, a telecommunication device ID of the other terminal, and causing the one terminal to start signaling for transmitting an actual call to the other terminal based on the telecommunication device ID.