Abstract: A closed-loop natural language query pre-processor and response synthesizer architecture accepts natural language queries and dynamically synthesizes query results. The query results may be in the form of data stories. The architecture identifies, selects, and composes candidate response elements into a coherent and meaningful query result. The architecture also implements an adaptable delivery mechanism that is responsive to connection bandwidth, query source preferences, query source characteristics, and other factors. Feedback from multiple sources adapts the architecture for handling subsequent queries.

Abstract: The methods, apparatus, and systems described herein evaluate written essays and determine student attributes from the essays. The methods include receiving an essay, identifying keywords in text of the essay associated with one or more student metrics, outputting a score for the essay for at least one student metric using a linguistic-based psychological behavioral model, and recommending teaching methods based on the score.

Abstract: A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.

Abstract: A system and method are presented for the use of natural language processing to automate the disposition of completed interactions in an environment such as a contact center system. Communications may be inbound or outbound. A communication is received or placed by the contact center system and processed through the contact center system. After the interaction of the communication and the contact center is completed, data from the completed interaction may be processed through an automated customer interaction disposition system. Transcript data from the interaction may be processed through an NLP engine to generate data from the interaction. The data may then be automatically matched with a disposition/wrap-up code for the interaction.

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: There is disclosed a method in a data processing system for automatically and accurately determining an outcome of a phone call by using signifiers or audibles as a way to increase accuracy without altering the flow of the conversation. The disclosed method can be used in any call center, such as a high volume call center used in the financial (banking), insurance, rental (hotel or car), ticket sales, and the like. The method comprises receiving voice data of a phone call; transmitting a response communication based on the voice data, wherein the response communication includes at least one audible or signifier; identifying, by at least one processor, the at least one audible or signifier in the response communication; and automatically determining the outcome of the phone call based on the audible or signifier in the response communication. A data processing system and a non-transitory computer-readable medium for storing instructions consistent with the described method are also disclosed.

Abstract: Aspects of the present invention include a method, system and computer program product. The method includes a processor setting one or more characteristics related to customer production; collecting customer production data; modeling a customer disaster recovery workload in relation to a corresponding customer production workload; collecting customer disaster recovery data; comparing the customer disaster recovery data to the customer production data; determining that at least one difference exists between the customer disaster recovery data and the customer production data; and determining from the at least one difference between the customer disaster recovery data and the customer production data, one or more ineffective customer disaster recovery resources and updating the one or more ineffective customer disaster recovery resources.

Abstract: A computing apparatus configured in the communication system to store data about advisers, including availability status of the advisers for real time communications with customers, ratings of the advisers by prior customers, compensate rates of the advisers, probability of being connected within a period of time for real time communication with customers, etc. The computing apparatus presents the advisers to customers based on the stored information and provide real time communication connections in response to selections of the presented advisers. Based on monitoring customer interaction with the system, the computing apparatus is configured to detect dissatisfactions, determine authenticity of the dissatisfactions based on user history and usage patterns of the system, and automatically provide a refund to the user without a refund request from the user and/or an explicitly user confirmation of the detected dissatisfaction.

Abstract: One or more embodiments of techniques or systems for intelligent data presentation are provided herein. Data can be presented on similar devices having different characteristics in different manners. For example, data may be rendered in a first manner on a first device having one monitor, the same data may be rendered in a second manner on a second device having two displays or a different display size. Financial information, sales data, banking information, etc. may be presented in a variety of ways based on capabilities or properties of a device accessing the information or data. Similarly, renderings may be selected based on interaction capabilities or interaction options a user may have with different renderings or presentations. In other embodiments, user interaction with an automated teller machine (ATM), call center, vehicle, or other interface can be based on device properties or device capabilities.

Abstract: Systems, methods, and non-transitory computer-readable media can cause a voice communication between a computing device and an automated answering system to be established. A set of options that are available for selection through the automated answering system during the voice communication can be determined. The set of options can be provided for presentation on a display screen of the computing device, wherein at least some of the options in the set are labeled with information that visually describes the options.

Abstract: The methods, apparatus, and systems described herein relate to routing outbound communications. The methods include receiving a list of customers to contact, determining a time that each customer on the list is available, determining a personality type of each customer on the list, determining availability of one or more agents at the time that each customer on the list is available, determining, by the one or more processors, a personality type of each available agent, matching the one or more available agents with each customer on the list based on the personality type of each customer on the list and the personality type of each available agent, and routing the one or more available agents to each customer on the list.

Abstract: A method has acts for receiving a transaction request in a contact center at a server having a processor, retrieving from data accompanying the transaction request identifying information regarding an originating node for the transaction request and identity of a sender of the transaction request, comparing the identifying information with stored data associating identifying information with specific aircraft providing on-board Internet service, discovering an association indicating the sender of the request is currently transacting as a passenger on a specific aircraft, retrieving further information regarding the passenger if available, retrieving information about the specific aircraft, including at least current flight status, routing the transaction request to an available contact center agent, connecting the passenger in a communication session with the agent, and displaying the information regarding the passenger, if any, and the information regarding the specific aircraft for use by the agent during t

Abstract: A method at a computing device includes obtaining time-varying teleconferencing data of a teleconference session with two or more participants, where the teleconferencing data includes one or more of audio data and video data, determining one or more participant quality signals for at least one of the participants based on the teleconferencing data, where at least one of the participant quality signals varies over time; determining for at least one of the participants participant quality metrics based on the participant quality signals; and providing to at least one of the participants information corresponding to the participant quality metrics, where the information is provided in one or more of graphical, textual, and audible form.

Abstract: A Voice-over-IP (VOIP) system includes a plurality of multi control units (MCUs), in which a first MCU hosts a VOIP session. A method for recommending an MCU to host the VOIP session includes receiving MCU status associated with performance of each of the first MCU and a second MCU included in the VOIP system. The method further includes determining, based on the first and the second MCU status, that hosting the VOIP session on the second MCU can improve a VOIP system metric. According to the method, a recommendation is communicated to transfer hosting the VOIP session to the second MCU.

Abstract: Described are systems and methods that receive from a virtual concierge system a text-based inquiry from a user having an interest; store the inquiry in a queuing system, generate a match between an online assistant and the user based on content of the stored inquiry and profile data of the online assistant, and establish a text-based communication between an electronic device of the user and an electronic device of the online assistant in response to generating the match, the text-based communication including the content of the stored inquiry.

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: Techniques are disclosed for assisting a support agent based on paralinguistic information determined from a user interacting with a software application. One embodiment presented herein includes a computer-implemented method. The method includes receiving, at a computing device, an audio stream including audio of a user interacting with an application. The method also includes evaluating the audio stream to identify a collection of paralinguistic information present in the audio stream. The paralinguistic information includes a set of descriptors characterizing acoustic aspects of the audio that are distinct from verbal content of the audio. The method further includes determining, from the paralinguistic information, attribute measures associated with the user interacting with the application.

Abstract: Methods, behavioral assessment computer program products, and systems for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user that include receiving electronic customer communication data from one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein the electronic communication data includes comments posted on an online forum; determining that the comments include bot comments; identifying a customer associated with the received electronic customer communication data; generating behavioral assessment data for the received electronic customer communication data for the identified customer; and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data.

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: Non-limiting examples of the present disclosure describe insight-based routing that is used to improve processing of a service request through a help desk service. A request for support (e.g. technical support) can be received through a modality of a help desk service. The request is evaluated, where an evaluation of the request comprises analyzing an issue associated with the request as well as user-specific signal data associated with a customer and generating insights. A support agent is matched to the customer based on an evaluation of the request. The support agent is selected from a pool of support agents based on application of a model that analyzes support agent data in correlation with the generated insights. An interaction between the matched support agent and the customer may be initiated through a modality of the help desk service.

Abstract: A contact center augmented reality system may include a supervisor device, a location tracker, a state monitor, and an augmenter. The supervisor device may include a display to augment a supervisor view of the contact center. The location tracker may monitor agent locations in the contact center and may monitor the supervisor device location in the contact center. The state monitor may monitor a state of agents of the contact center. The augmenter may instruct the display of the supervisor device to display an agent-state augmentation artifact such that a state of a first agent of the contact center is displayed at a location associated with the first agent.

Abstract: A customer contact system receives a customer inquiry from a customer. Availability of different types of resources for handling the customer inquiry is used to calculate a ranking for the different types of resources for handling the customer inquiry. A type of resource with the highest rank is offered to the customer in order to resolve the customer inquiry.

Abstract: A speech recognition server has a speech recognition engine, and a mode control table to hold a speech recognition mode for each call. The speech recognition engine has a mode management unit to designate a speech recognition mode for a decoder, and an output analysis unit to analyze recognition result data speech-to-text converted by speech recognition. The output analysis unit designates the speech recognition mode for the mode management unit in accordance with result of analysis of the recognition result data speech-to-text converted by the speech recognition. The mode management unit designates the speech recognition mode for the decoder in accordance with the designation with the output analysis unit. Upon speech recognition of call data, it is possible to suppress hardware resource consumption while improve users' satisfaction.

Abstract: An employee, such as a call center agent, is monitored for compliance with a work schedule based on their work location. The call center agent's physical location is periodically monitored by a schedule adherence system that includes a mobile device executing a mobile application. Location information associated with that agent is compared with location information when the agent is working during their scheduled shift. A significant deviation from the known location may be reported as a potential deviation from a defined work schedule for that employee. The call center agent can also be monitored prior to the beginning of a shift to determine if the agent will be arriving at work in time to begin their shift as scheduled. Substitute agents may be scheduled and notified in time to fill the position of the late agent.

Abstract: Systems and methods for dynamic communication routing based on consistency weighting and routing rules are disclosed. A computing device can receive a communication including content data. The communication can be stored in a queue position of a primary queue. For example, the primary queue can include a plurality of queue positions for storing communications. The communication can be retrieved from the queue position of the primary queue and analyzed. In some instances, analyzing can include parsing the content data for a keyword. A keyword can correspond to a secondary queue. When the keyword is identified in the communication, the communication can be stored in the secondary queue that corresponds to the keyword. A terminal device associated with the secondary queue can be identified. A retrieval request to access the communication from the secondary queue can be received, and the communication can be routed to the terminal device.

Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

Abstract: A method is provided for posting a message originating from a social network user, called posting user, addressed to one or more users of a social network, called addressee users. The message is posted in a mailbox associated with a telephone line associated with a social network user identifier, assigned in the social network to the addressee user, dispatched with the message posting request. The addressee user receives a notification of the posting of the message, comprising a social network user identifier assigned to the posting user. The message addressee user consults the message from the mailbox. During the consultation of the message, social network user identifier assigned to the posting user is retrieved to the addressee user. A response message can be posted for each message posted or consulted.

Abstract: Non-limiting examples of the present disclosure describe insight-based routing that is used to improve processing during a communication of a help desk service. Real-time signal data is collected from a communication between a customer and a first support agent. The real-time signal data is evaluated to generate real-time insights for the communication. A determination is made as to whether the first needs assistance based on an evaluation of the real-time insights. A second support agent is identified to assist the first support agent based on a determination that the first support agent needs assistance. The second support agent is identified based on an application of a model that analyzes support agent data for a pool of support agents in correlation with the real-time insights. The second agent is then added to the communication to provide additional assistance in resolving a help desk case.

Abstract: A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include an intelligent pipeline configured for managing queues of customer service requests.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system including determining results for a first plurality of contact-agent interactions, determining results for a second plurality of contact-agent interactions, and determining combined results across the first and second pluralities of contact-agent interactions corrected for a Yule-Simpson effect.

Abstract: Embodiments of the invention are directed to the integration of SMS texting into a social media platform for providing customer service support. A method of the invention includes maintaining a registration of a handler system with a text hub, wherein the text hub intercepts text messages forwarded through a mobile carrier to the dedicated customer service landline. The method further includes receiving at the registered handler system a text message directed to the dedicated landline. The method further includes calling a routing engine for forwarding the text message to a customer service platform and receiving a response to the text message formulated at the customer service platform at the processor. The method further includes transmitting the response from the processor in the form of a text message to the text hub for delivery by the mobile carrier to the mobile device.

Abstract: A content management system creates and modifies user notification queues for shared content items synchronized between a content management system and multiple devices. A user notification queue includes interactions with a shared content item that may be presented to a user to indicate recent interactions with the shared content item by other sharing users. The content management system sends the user notification queue corresponding to a user to the user's device when the user accesses the content item. The client device displays a content item in a window associated with a process on the device. A client application displays an interaction indicator that presents user notification queue content to the user.

Abstract: A method and system for evaluating the performance of individuals, such as agents in a call center, each performing multiple tasks may include obtaining a performance score for each execution of a task by individuals in the group of individuals; determining the distribution of the performance scores; comparing single performance scores with the distribution of performance scores; and selecting a single performance score for an individual based on said comparison. An oscillator algorithm may be used to determine whether said selected performance score is part of a trend in performance by that individual.

Abstract: Aspects of the present invention include a method, system and computer program product. The method includes a processor setting one or more characteristics related to customer production; collecting customer production data; modeling a customer disaster recovery workload in relation to a corresponding customer production workload; collecting customer disaster recovery data; comparing the customer disaster recovery data to the customer production data; determining that at least one difference exists between the customer disaster recovery data and the customer production data; and determining from the at least one difference between the customer disaster recovery data and the customer production data, one or more ineffective customer disaster recovery resources and updating the one or more ineffective customer disaster recovery resources.

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: The present disclosure includes an intelligent customer service system comprising a customer end, a customer service robot, and a human customer-service end. The customer service robot is configured to: receive a session message from the customer end; identify content of the session message; determine whether it is capable of processing the session message based on the identified content; if so, obtain an answer message matching the identified content from pre-stored service resource and transmit the answer message to the customer end; or otherwise, set its state to a session suspended state, obtain a comforting answer message matching the session message from the pre-stored service resource, send the comforting answer message to the customer end, and transmit to the human customer-service end the session message that the customer service robot is not capable of processing or the content of which the customer service robot cannot identify.

Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.

Abstract: Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking performance in a contact center system including pairing a first portion of a plurality of contacts with a plurality of agents using rank-based matching or pattern matching, pairing a remaining portion of the plurality of contacts with the plurality of agents using a random matching strategy, and determining a first amount of performance gain for the contact center system by comparing a first plurality of call outcomes associated with the first portion of the plurality of contacts with a second plurality of call outcomes associated with the remaining portion of the plurality of contacts.

Abstract: A method and an electronic device for providing content are provided. The electronic device includes a voice input module configured to receive a voice input, an audio output module, a display, a memory configured to store a voice recognition application which provides content in response to the voice input, and a processor configured to execute the voice recognition application and determine an output scheme of the content to be outputted through the audio output module or the display based on a status of the voice recognition application or an operating environment of the electronic device.

Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.

Abstract: A computer-implemented system and method for assigning call agents to callers is provided. A call from a caller is received into a call center. A voice sample is obtained from the caller during the call and analyzed. Traits of the caller are identified from the analyzed voice sample. A determination that at least one of the identified traits includes characteristics of multiple populations for that trait is made. The identified trait is defined as a percentage of each population included in that trait. The caller traits are compared to traits associated with each active agent within the call center. The agent with the traits most similar to the caller traits is assigned to the caller.

Abstract: A Voice-over-IP (VOIP) system includes a plurality of multi-control units (MCUs). A first MCU in the VOIP system hosts a first VOIP session that joins a plurality of conference devices. Based on an impact metric being acceptable, and an alternate MCU accepting to host the VOIP session, the system joins the plurality of conference devices to a replacement VOIP session hosted on the alternate MCU.

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, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.

Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.

Abstract: A method for aggregating and reporting data from a plurality of data sources in a contact center is provided. The method includes: maintaining by a computer device aggregated data for a sliding interval including N+1 contiguous panes ordered from 0 to N, where N is greater or equal to 1; updating by the computer device the aggregated data for the sliding interval based on updates for the sliding interval received from one or more of the data sources; monitoring for expiration of one of the panes; and in response to determining that the one of the panes has expired, reporting the aggregated data for the sliding interval to a client.

Abstract: One or more embodiments of techniques or systems for intelligent data presentation are provided herein. Data can be presented on similar devices having different characteristics in different manners. For example, data may be rendered in a first manner on a first device having one monitor, the same data may be rendered in a second manner on a second device having two displays or a different display size. Financial information, sales data, banking information, etc. may be presented in a variety of ways based on capabilities or properties of a device accessing the information or data. Similarly, renderings may be selected based on interaction capabilities or interaction options a user may have with different renderings or presentations. In other embodiments, user interaction with an automated teller machine (ATM), call center, vehicle, or other interface can be based on device properties or device capabilities.

Abstract: Disclosed herein are systems and methods for virtually integrated care delivery. In one implementation, a provider controller is disposed in a virtual care command center and has a provider care delivery interface. Patient controllers and provider user devices are in communication with the provider controller over a network and are each associated with a patient room and have a patient care delivery interface. The provider controller obtains real-time video from the patient controllers for presentation using the provider care delivery interface. The real-time video is captured using the patient care delivery interfaces and provides real-time surveillance of the patient rooms in the virtual care command center. A communication manager device is deployed in the network and configured to route communications among the controllers and user devices and routes a round coordination communication from the provider controller to a subset of the provider user devices associated with providers for a patient.

Abstract: Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.

Abstract: A computer telephony integration (CTI) client computing device isolates call processing devices from each of a set of back-end business applications of call-center clients for which call-center services are provided. A registered call event is received from a CTI middleware server during active call processing of an incoming telephone call responsive to an interactive voice response (IVR) system storing real-time call data to an independent stand-alone database in association with a unique call-specific database key. The unique call-specific database key is retrieved from the CTI middleware server. A call database record, including the real-time call data, is retrieved from the independent stand-alone database using the unique call-specific database key retrieved from the CTI middleware server. The real-time call data is provided as output to a trusted call center agent that has separate authorization to access a back-end business application appropriate to continue the active call processing.