Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: The present invention allows for the capture and sentiment analysis of text the customer inputs into a chat, but never actually sends to the customer service representative (ghost text). The system captures this ghost text with a ghost capture system (GCS) software module. The GCS module analyzes the ghost text to generate metadata. The ghost text and metadata are used by a sentiment analysis engine to apply appropriate sentiment to the ghost text. The sentiment and ghost text are routed to a customer service representative (CSR). This provides the customer service agent with additional detail and information about a customer's emotions during a text chat conversation, allowing the CSR to determine a court of interaction not only based on the customer's response, but also based on the ghost text and the sentiment from the ghost text.

Abstract: Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item for the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees.

Abstract: The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.

Abstract: Data having some similarities and some dissimilarities may be clustered or grouped according to the similarities and dissimilarities. The data may be clustered using agglomerative clustering techniques. The clusters may be used as suggestions for generating groups where a user may demonstrate certain criteria for grouping. The system may learn from the criteria and extrapolate the groupings to readily sort data into appropriate groups. The system may be easily refined as the user gains an understanding of the data.

Abstract: Techniques for selectively filtering data are discussed herein. For example, a request to include data in an electronic message or a request to copy the data to a portable storage device may be received. If the data is sensitive data, the techniques may determine a software application that was opened or closed prior to receiving the request, or information that was accessed prior to receiving the request. The techniques may determine if including the data in the electronic message or copying the data to the portable storage device poses a security risk. If a security risk is identified, a task may be performed, such as alerting a network administrator, providing a notification to a user regarding the data, or preventing copying or transmission of the data.

Abstract: A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.

Abstract: Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item from the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees.

Abstract: What is disclosed is a video system. The video system includes a digital video recorder comprising a first camera interface configured to receive video captured from a first plurality of cameras, a packet interface configured to receive in a packet format video captured by a second plurality of cameras, and a storage system configured to store the video captured by the first plurality of cameras and the video captured by the second plurality of cameras. The video system also includes a video encoder coupled to the digital video recorder by a packet link, where the video encoder includes a second camera interface configured to receive video captured from the second plurality of cameras and an output interface configured to transfer in the packet format the video captured by the second plurality of cameras for delivery to the digital video recorder over the packet link.

Abstract: This disclosure describes techniques and architectures for evaluating conversations. In some instances, conversations with users, virtual assistants, and others may be analyzed to identify potential risks within a language model that is employed by the virtual assistants and other entities. The potential risks may be evaluated by administrators, users, systems, and others to identify potential issues with the language model that need to be addressed. This may allow the language model to be improved and enhance user experience with the virtual assistants and others that employ the language model.

Abstract: Customer support, and other types of activities in which there is a dialogue between two humans can generate large volumes of conversation records. Automated analysis of these records can provide information about high-level features of, for example, the workings of a customer service department. Analysis of these conversations between a customer and a customer-support agent may also allow identification of customer support activities that can be provided by virtual agents instead of actual human agents. The analysis may evaluate conversations in terms of complexity, duration, and sentiment of the participants. Additionally, the conversations may also be analyzed to identify the existence of selected concepts or keywords. Workflow characteristics, the extent to which the conversation represents a multi-step process intended to accomplish a task, may also be determined for the conversations.

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: Various embodiments are described which leverage techniques for breaking down critical ideas from an inputted phrase into concepts in order to provide a response that is more relevant to the inputted phrase. In this regard, concepts and/or concept patterns are utilized with information retrieval searching to provide more relevant and concise documents in response to an inputted phrase. In addition, concepts and/or concept patterns are utilized with respect to assessing information (e.g., documents) available in a knowledge base and building appropriate pre-defined responses to an inputted phrase.

Abstract: A system and method for searching a video stream collected by a camera in a video surveillance system for an object's placement or displacement is disclosed. The searching includes an interactive question/answer approach that allows for a video snippet including the object's placement or displacement to be found quickly without the need for complicated video analytics. During the search, frames from algorithmically selected points in the video stream are presented to a user for review. The user reviews each frame and indicates if he/she sees the object. Based on the user's response the searching algorithmically reduces the portion video stream that is searched until a snippet of a video is found that includes the object's placement or displacement.

Abstract: Methods, systems, and software are provided herein that allow for storing a data file in a storage device. The storage system splits a video data file into a plurality of data segments, generates a plurality of recovery headers for the data segments, and combines ones of the recovery headers with ones of the data segments to form a plurality of storage packets.

Abstract: A system and method configured to improve the function of a network of Power Over Ethernet (POE) devices. The system and method is configured such that a digital video recorder (DVR) actively monitors the POE devices using the POE device application programming interface (API). The DVR, in response to a POE failure or non-responsive POE status may automatically power cycle the port of the network switch corresponding to the POE device, or may power cycle (reboot) the network switch. The system and method also may notify a remote user through a wide area network (WAN) and remote monitor, allowing the remote user to alternatively manually power cycle the network switch and/or the POE(s) ports.

Abstract: A system and method configured to improve the function of a network of Power Over Ethernet (POE) devices. The system and method is configured such that a digital video recorder (DVR) actively monitors the POE devices using the POE device application programming interface (API). The DVR, in response to a POE failure or non-responsive POE status may automatically power cycle the port of the network switch corresponding to the POE device, or may power cycle (reboot) the network switch. The system and method also may notify a remote user through a wide area network (WAN) and remote monitor, allowing the remote user to alternatively manually power cycle the network switch and/or the POE(s) ports.

Abstract: Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item from the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees.

Abstract: Conversation user interfaces that are configured for virtual assistant interaction may include contextual interface items that are based on contextual information. The contextual information may relate to a current or previous conversation between a user and a virtual assistant and/or may relate to other types of information, such as a location of a user, an orientation of a device, missing information, and so on. The conversation user interfaces may additionally, or alternatively, control an input mode based on contextual information, such as an inferred input mode of a user or a location of a user. Further, the conversation user interfaces may tag conversation items by saving the conversation items to a tray and/or associating the conversation items with indicators.

Abstract: Embodiments described herein provide systems and methods for sharing encoder output of video streams. In a particular embodiment, a method provides determining video profiles for each of a plurality of devices. The method further provides determining if two or more of the video profiles are similar by determining if parameters associated with each video profile differ by less than a threshold value. The method further provides transmitting a video stream encoded in a single format to the devices if they have similar profiles and transmitting video streams encoded in different formats to the devices if they do not have similar profiles.