Abstract: Systems and methods for customer journey optimization are described.

Abstract: At least some embodiments are directed to a system to compute uniform structured summarization of customer chats. In at least some embodiments, the system may operate a processor and receive a corpus of chats between customers and customer service representatives of an enterprise. Grouping the corpus of chats into subgroup task types and then extracting chat keywords and chat related words for each subgroup task type. Generating an expandable template data structure for each subgroup task type. Processing at least one chat to extract chat utterances and chat snippets ranking the chat utterances and chat snippets. Populating the expandable template data structure based on rankings to generate a chat summary data structure.

Abstract: A method, computer program product, and computer system for placing, by a computing device, a user into a first queue on a first communication channel to converse with a second user. A trigger may be identified for the first communication channel. The user may be sent a self-service option based upon, at least in part, identifying the trigger for the first communication channel, wherein the self-service option is sent on an alternate communication channel while the user is in the first queue.

Abstract: A communication router and hub are provided. In examples, a communication platform enables communication between a customer and a service. Customer information associated with a customer is stored as part of a customer record. The customer record may be associated with the customer using a customer address (e.g., a telephone number or an email address) and/or a communication address associated with the service. Thus, in response to a subsequent communication, the communication platform may identify the customer record based at least in part on the customer address and the service communication address, thereby enabling improved communication routing for incoming and outgoing communications associated with the customer. Additionally, customer information from the customer record may be presented to an experience agent of the service, such that the experience agent is able to better assist the customer.

Abstract: Data intake and query system (DIQS) instances supporting applications including lower-tier, focused, work group oriented applications, are tailored to display the metrics for the needs of the user. An interface caused by operation of an entity monitoring system (EMS) operating in conjunction with the lower-tier DIQS displays the monitored entities as individual representations. The user selects a metric and a metric threshold. The EMS causes a display of an interface having a representation for each monitored entity. Each representation includes a metric value and indicates an entity status based on the metric value and the threshold. The user can dynamically change the threshold on the interface for easy visualization of aggregation of monitored entities to determine the performance of the infrastructure. The interface also provides the user with the ability to select an entity and click through to the entity analysis workspace for more detailed information.

Abstract: The present disclosure generally relates to contact management and communication with contacts. On a portable electronic device having a display a plurality of affordances associated with a plurality of contacts are displayed. A first user input is received selecting a first affordance of the plurality of affordances for a first contact of the plurality of contacts. In response to receiving the first user input and in accordance with a determination that a first communication application is in a set of communication applications installed on the portable electronic device, a contact information interface is displayed for the first contact. The contact information interface includes a first contact identification field for the first contact. The first contact identification field is associated with the first contact and the first communication application.

Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.

Abstract: Methods and systems for handling telephone calls relating to recurring customer questions and inquiries so as to decrease a likelihood of additional calls regarding the same issues and thereby improve customer experience while reducing an overall call volume are provided. The method includes: receiving an incoming telephone call from a person; capturing an audio signal that corresponds to a voice of the person; analyzing the audio signal by detecting phonetic intonations applying a digital filter to the intonations; and determining whether an inquiry articulated by the person during the telephone call has been adequately addressed. The method may further include using machine learning to generate an output that indicates an expression of certainty or uncertainty in the voice of the person.

Abstract: A response handling arrangement comprises a response prioritizing device (26) with processing circuitry configured to obtain event data (ED) and/or status data (SD) in the communication network concerning a user, where the obtaining is triggered by the user initiating a connection to a response device (24) of the communication network, apply the event data (ED) and/or status data (SD) in a response selecting model (78) of a trained machine learning module (74), and obtain an indication (I) of a type of response to the user from the response selecting model of the trained machine learning module (74) based on the applied event data (ED) and/or status data (SD) for allowing a real-time response of the response type to be made to the user by the response device (24).

Abstract: Various examples are directed to systems and methods for providing a digital fingerprint of a selected portion of a memory device to a host device. A host device executing at a host device may send a to a driver a command to produce digital fingerprint data. The command may include an output pointer indicating a memory location of the local memory. The driver may generate a modified command that does not include the output pointer. The driver may send the modified command to a memory device. The driver may receive a reply comprising the digital fingerprint data and write the digital fingerprint data to a location at the memory location of local memory of the host device indicated by the output pointer.

Abstract: In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.

Abstract: Embodiments of the disclosure provide a method of operating a contact center. In some embodiments, the method includes receiving a call from a customer communication device, transitioning the call from a voice domain into a digital domain, and enabling the contact center to interact with the customer communication device in at least the digital domain after the call has been transitioned from the voice domain into the digital domain.

Abstract: Verbal language analysis is provided to users. The user enrolls or subscribes for verbal language analysis or analytics. The user carries out or conducts a conversation with a third party. An intelligence device associated with the user records the conversation. The intelligence device performs verbal language analysis on the conversation. The verbal language analysis generates individual metrics for verbal factors of energy, word count, inflection, tone (e.g. pitch and sentiment), rate, and/or the like. A verbal intelligence index is determined from the individual metrics using aggregation, averaging, weighted averaging, and/or the like. An interface component generates views to display to the user for review of the conversation to facilitate better verbal performance during current and in future conversations.

Abstract: A configuration helper system (CHS) is described that simplifies the task of generating configuration information for a customer premises equipment (CPE) in a customer's on-premise network to enable the CPE to communicate with the customer's cloud network over a particular communication channel. The CHS is configured to generate configuration information that is customized for the particular CPE and communication channel. Given information about the CPE and the communication channel, the CHS automatically identifies a particular set of configuration parameters to be included in the customized configuration information and determines values for the set of parameters, where some of the values may be provided by the customer. A particular CPE-specific format is determined for the configuration information.

Abstract: Tamper-proofing and secure identity validation techniques in a transaction processing system and secure electronic payment techniques are disclosed. A tamper-proof transaction processing device is provided and comprises at least two different strength adhesives to secure parts of the device together and a housing comprising at least a first and second protective layer. An electronic component comprising a secure element chip storing unique information relating to the chip is located between the first and second protective layer in the housing. In another aspect, a transaction processing system includes a payment instrument that is configured to approve only negative value and/or zero value transaction requests. Another aspect provides an identity card checking system and method where the identity card is brought into proximity of a data processing device and identity information is displayed on the screen of the data processing device for the period of time while the card is in proximity.

Abstract: Disclosed is an AI avatar coaching system based on a free speech emotion analysis for acting for CS managers.

Abstract: A system and method for omnichannel text-based routing, interaction transfer, and customer-to-enterprise communications. The system is a cloud-based network containing an interaction control server, a routing engine, a media translation server, a mobile application, a business entity portal, mobile and compute devices for business enterprise and customer, and an enterprise database. Taken together or in part, said system optimizes customer interactions by delivering context aware text message, chat or email to customers; and when requested by customer, optimally routes with context, based upon a multitude of variables, to best available resource to handle the customer interaction. The system may be accessed through web browsers or purpose-built computer and mobile phone applications.

Abstract: A method and system matching contact center agents and back office staff with a customer inquiry. Exemplary systems include an expert term extraction engine, a customer term extraction engine, and a matching engine to compare customer request terms to the expert terms from the customer term extraction engine. The comparison determines whether there is a match or potential match between the customer request terms and the stored expert terms. An exemplary system may also include a timer that communicates with one or more communication servers. Back office staff may assist contact center agents when one or more conditions are met, such as when a customer wait time exceeds a predetermined period or when there is no match or potential match between the customer request terms and the stored expert terms for contact center agents.

Abstract: Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.

Abstract: A method, system, and computer readable medium comprising instructions for providing Internet protocol enabled information delivery are provided. Information from a calling party is received at an Internet protocol enabled device. A lookup of information relating to the calling party is performed in a database via an Internet protocol connection. A message is received from the database comprising information relating to the calling party.

Abstract: The present disclosure describes a conversation facilitation system for facilitating conversation-based social interactions to improve senior health, one or more operations and functions being efficiently achieved via this system comprise: receiving a dialog act of a conversation, applying natural language understanding (NLU) processing on the dialog act, computing a conversation metric, and generating a result of the conversation to conclude the conversation based on the conversation metric.

Abstract: An apparatus includes a memory and a processor. The memory stores first and second machine learning algorithms. The processor receives, from a user, voice signals associated with an information request and converts them into text. The processor uses the first machine learning algorithm to determine, based on the text, to automatically generate a reply to the request, rather than transmitting the request to an agent. This determination indicates that the text is associated with a probability that the automatically generated reply includes the requested information that is greater than a threshold. The processor uses the second machine learning algorithm to generate, based on the set of text, the reply, which it transmits to the user. The processor receives feedback associated with the reply, indicating that the reply does or does not include the requested information. The processor uses the feedback to update either or both machine learning algorithms.

Abstract: Systems and methods for associating sessions of encrypted identifiers are provided. A collection of data packets received during one or more sessions within a time period may be retrieved. Each packet in the collection may be associated with a unique identifier of a respective session. An epoch time may be calculated for each of the retrieved data packets based on the determined skew and respective timestamp information of the data packet. It may be identified as to whether each of the calculated epoch times matches a previously calculated epoch time for a packet associated with a previous session or a session that has previously been associated with a selected session. The timestamp information may be associated with a browser identifier and subject to encryption/decryption by an identifier server or authorized parties.

Abstract: A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, 5 injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.

Abstract: In some implementations, a device of a user may receive user input indicative of a selection of an application implemented by the device. The user input may be received via a graphical user interface presented by the device. The user input may be received while the application is in an unlaunched state in which the user is unauthenticated for use of the application. The device may obtain, while the application is in the unlaunched state, one or more messages of the application. The device may cause, while the application is in the unlaunched state, information indicative of at least one message, of the one or more messages, to be displayed in the graphical user interface.

Abstract: Disclosed is a method of determining call quality for a contact centre. A call is initialised between a customer agent and a contact centre agent, with the customer agent connecting to the call at a point of presence having a selectable geographic location. Monitoring information is received, for the call, measured at the customer agent, the contact centre agent and a contact centre service provider connecting the call between the customer agent and the contact centre agent. Quality of the call is determined from the monitoring information collected from the customer agent, the contact centre agent and the contact centre service provider.

Abstract: A system obtains conversation data corresponding to conversations between users and agents of a client. The system identifies a set of intents from the conversations and identifies a set of contexts, explicit elements, and implied elements of these intents. The system identifies actions that can be performed to recognize new explicit and implied elements from new conversations and to address intents in these new conversations. Based on these actions, the system generates a set of recommendations that can be provided to the client. As agents communicate with users, the system monitors adherence to the set of recommendations.

Abstract: Data analysis, filter, and presentation techniques are described for an example call management system. An example method for a data management system includes receiving, from a user device, an account identifier of a first person, receiving, from the user device, a first message related to a topic of conversation to be discussed during a telephone call with the first person, determining, based on the account identifier and within a pre-determined time period, a presence of a set of data that describes conversation(s) from prior telephone call(s)/chat(s) with the first person, and sending, to a computer, at least some data from the set of data and a second message that indicates that the telephone call is mapped to a second person, where the computer is configured to display on a screen the second message and a presentation option that presents the at least some data via the computer.

Abstract: Provided herein are methods, systems, computing devices, and/or computing entities for generating a performance metric recommendation by generating an agent group data object for an agent profile; generating an agent assessment data object for the agent profile; generating an inferred performance gap data object for the agent profile; and generating the performance metric recommendation based at least in part on the inferred performance gap data object.

Abstract: A device may receive audio data of a first call between a first user and a second user. The device may generate, based on the audio data, time series data associated with an audio signal of the first call and may process, using a first machine learning model, the time series data to generate first call insight information regarding one or more first insights associated with the first call. The device may process the audio data to generate image data associated with the audio signal and may process, using a second machine learning model, the image data to generate second call insight information regarding one or more second insights associated with the first call. The device may combine the first call insight information and the second call insight information to generate combined call insight information and cause an action to be performed based on the combined call insight information.

Abstract: A Method and a system which enables any device with text messaging capability to order at least one or plurality of products or services by sending a text or (SMS—Short Messaging Service) to a specific phone number (long code or short code) assigned to the store or chain of stores from which the products or services are ordered.

Abstract: Systems and methods for automated evaluation system routing are described herein. The system can include a memory, which can include a model database and a correlation database. The system can include a first user device and a second user device. The system can include at least one server. The at least one server can: receive a response communication from the user device; generate an initial evaluation value according to an AI model; determine a correlation between the initial evaluation value and evaluation range data; accept the initial evaluation value when the correlation exceeds a threshold value; and route the response communication to the second user device for generation of an elevated evaluation value when the correlation does not exceed the threshold value.

Abstract: A call management system of a call center identifies an inbound caller based upon computer analysis of customer identifiers, which may include at least two of customer name, street address, and zip code. Approximate string matching analysis matches n-grams generated from strings within customer identifiers, with n-grams generated from customer identification fields while searching one or more databases. Approximate string matching can incorporate a closeness metric based on Jaccard distance, and a Gaussian mixture model of best matches. In one embodiment, a polymr search engine analyzes customer identifiers of inbound callers to retrieve customer data, such as customer demographic data, matched to the customer identifiers. In another embodiment, the polymr search engine analyzes customer identifiers of inbound callers to identify repeat callers and retrieve previously collected customer data.

Abstract: The present disclosure relates generally to systems and methods for facilitating proactive two-way communication sessions. One example includes proactively sending a message, where when the message is received, the message initiates a conversation with a user across a first messaging platform. When it is dynamically determined that the first messaging platform is unavailable, a list of prioritized alternative messaging platforms is dynamically generated. A prioritized second messaging platform is selected from the list of prioritized alternative messaging platforms, and the message is dynamically modified in accordance with standards associated with the prioritized second messaging platform. When a response is then received after sending the modified message on the prioritized second messaging platform, an agent is selected from a pool of agents to respond.

Abstract: A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.

Abstract: A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.

Abstract: A question database storing questions and a conditional probability of one question to be asked given that a previous question was asked is searched to predict a future question based on the conditional probability stored in the question database given an input question as the previous question. The future question is suggested to a user. Responsive to receiving an acceptance of the future question, the question database is updated to strengthen the conditional probability associated with the future question occurring given the input question. An answer to the future question can be provided and searching, predicting, suggesting and updating may be repeated, with the future question as the input question, until the future question is declined.

Abstract: Various embodiments are generally directed to techniques for multi-voice speech recognition commands, such as based on monitoring a telecommunications channel between first and second devices, for instance. Some embodiments are particularly directed to prompting initiation of a transaction between a first entity associated with a first device and a second entity associated with a second device based on detection of an audible request corresponding to the second entity and an audible response corresponding to the first entity.

Abstract: A secure payment agent assist (“SPAA”) feature provides assistance to a contact center agent during a transaction involving sensitive information, where the sensitive information provided by the remote party is maintained in secure manner, so that the agent is not exposed to it. The agent is assisted by being provided with a pop-up window that allows the agent to invoke a “recollect” and “cancel” function during the transaction. The pop-up window also provides information to the agent making the agent aware of the progress of the transaction as the remote party interacts with an interactive voice response (“IVR”) unit. In other embodiments, a configuration parameter allows the prompts for the payment information to be provided by the agent or the IVR.

Abstract: A system including a mobile application on a user's mobile device for connecting to a plurality of contact centers and providing personalized context to the user. The system includes: the mobile application; a connection from the mobile application to a central API service, wherein the central API service provides authentication tokens to the mobile application for facilitating interaction therebetween; a plurality of vendors which the user has associated with their profile and have been integrated with the central API service, wherein the vendors are operably connected with the central API service for information sharing; and a plurality of media channels connecting the plurality of vendors with the central API service, allowing the user to: view personalized context from past interactions between the user and the plurality of contact centers through the mobile application; and connect with the contact centers.

Abstract: A call handler is configured to originate calls using records stored in a contact list by using various campaign call data comprising a set of calling party numbers or “ANIs” that are to be used when originating calls. Each ANI is associated with a status, which reflects whether a terminating voice service provider has blocked a prior call using that ANI. The call handler is configured to recognize when a call is blocked by examining SIP protocol-based error codes and/or intercept announcements provided by the carrier when the call is blocked. Upon detecting the call is blocked, the call handler will update the status of that ANI and select another ANI value from the campaign call data to use for subsequent call originations of that campaign. A set of ANIs that a carrier has blocked may be stored to facilitate subsequent redress with that carrier.

Abstract: Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the exchange.

Abstract: The need for efficient and effective communications is of key importance to contact centers. Agent communications with customers are designed to maximize results while minimizing resources, in particular the time required for human agents to be engaged with a particular customer. Often the impact of two agents on a communication can both improve customer satisfaction and better produce the intended result of the communication. However, two (or more) live agents is resource intensive. By providing a virtual agent controlled, entirely or in part, by a live agent, the customer may be presented with the appearance of two agents while requiring the human resources of a single agent.

Abstract: An efficient computer-implemented method that allows an owner of a website to initiate voice and/or video calls with clients that are visiting the website of the owner in a manner that is simple for the visitor and can use fewer network resources than in prior approaches. The visit of the client to the website causes creating a socket connection between the client and the server. The server executes an application program to maintain a list of connected clients, and various metadata about the clients, which is presented to the website owner in an interface display. The owner can select any particular client among all the clients in the list, to initiate a peer-to-peer connection with that particular client and begin a call with them. The process executes without the client explicitly requesting a call.

Abstract: An embodiment of the system for publishing events of a telephony application to a client includes a call router that generates events from the telephony application and an event router that manages the publication of events generated by the call router and that manages the subscription to events by clients. The system can be used with a telephony application that interfaces with a telephony device and an application server.

Abstract: A system and method for multi-channel dynamic advertisement testing. The system comprises a multi-platform adaptive ad campaign manager, a dynamic advertisement engine, a campaign database, and an omnichannel text-based communicator. The system receives customer interactions with two advertisement test variants, establishes a real-time media stream between a customer device and a second user device, and monitors the media stream to collect data related to effectiveness of the advertisement variants. The system may analyze media stream data together with a plurality of other data types to statistically determine which of the two advertisement variants resulted in better performance based on a variety of advertisement metrics. The system may use the plurality of data and the statistical analysis to suggest an advertisement element to be altered in the next round of advertisement variant testing. This system can combine data collection and analytics for an ad campaign together into one system.

Abstract: Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queuing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Abstract: A system and method of optimizing employee communication to improve workplace engagement and retention is a data collection, storage, and processing software program that can improve employee retention and job performance by employing each employee with an accessible, personalized chatbot assistant. The chatbot assistant directly interacts with an employee to determine optimal solutions based on the employee's implicit or explicit needs and aspirations. The chatbot assistant further makes suggestions based on interactions with the employee and automatically implements any solutions chosen by the employee. Conversational data is collected and used to calculate optimal interactions with each employee. Such data is also valuable in calculating and responding to employee sentiment, thereby improving retention by responding to those calculated emotional scores.

Abstract: An example system for dynamic agent management involving multiple queues is presented. The system may include a remote network management platform that manages a network by way of a computational instance. A first group and a second group of agents may be assigned to address work items in a first queue in the computational instance. The second group may also be assigned to address and prioritize work items in a second queue in the computational instance. A computing device within the computational instance may assign a work item originating from a client device in the managed network into the first queue according to routing rules. The assignment may cause a timer to record a duration that the work item is in the first queue. The computing device may assign one of the second group of agents to address the work item based on the duration exceeding a pre-determined value.

Abstract: A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.