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 method of providing blockchain wireless services in a controlled environment is provided. The method comprises a wireless communication device associated with an inmate of a controlled environment receiving one of a voice and video call from a device external to the controlled environment. The method further comprises the device placing the received call into a hold state and sending a request for validation of the call via a blockchain, the request identifying at least parties to the call. The method further comprises the device, upon receipt of validation, removing the call from the hold state; and enabling at least one of voice and video functionality for the parties. The method further comprises the wireless communication device sending the request for validation to a telecommunications server and the server conducting real time monitoring of the call. The method further comprises the device continuously recording the call.

Abstract: The invention provides a call-out method and apparatus for an immediate callback, an electronic device, and a computer readable medium, and can solve the problem that the existing call-out scheme of the preview type cannot effectively implement an immediate callback, and can improve user experience, increase an agent utilization rate, and reduce a pressure on a system caused by frequent scheduling of timed tasks. The call-out method for an immediate callback of the invention comprises: receiving an immediate callback request of a user, the immediate callback request including a callback number and submitted service data; determining, according to pre-stored mapping relationships between service data and agent's telephone skills, agents processing the submitted service data; and judging whether a ready agent exists in the agents, and if so, immediately calling the callback number; otherwise, calling the callback number when there is a ready agent.

Abstract: Aspects of the disclosure relate to using machine learning for optimized call routing. A computing platform may receive requests to establish a voice call session. Based on corresponding phone numbers, the computing platform may identify demographic information for corresponding clients. Using a machine learning model and based on the demographic information and representative performance data, the computing platform may score potential client-representative combinations to indicate likelihoods of a successful outcome resulting from establishing a voice call session between the respective client and representative. Scoring the potential client-representative combinations may be based on fall off rates, indicating changes in representative effectiveness as hold time increases. The computing platform may adjust the scores based on a historical frequency of interaction between each representative and clients corresponding to the identified demographic information.

Abstract: The technology disclosed herein enables regulation of features provided by respective endpoints registered for a user in a multi-endpoint service. In a particular embodiment, a method includes, in response to determining that a first endpoint is being operated by a first user, associating the first endpoint with a primary designation and associating the second endpoint with a secondary designation. The method further includes allowing the first endpoint to provide a first set of communication features in accordance with the primary designation and preventing the second endpoint from providing the first set of communication features in accordance with the secondary designation.

Abstract: Scoring information matching method and device, storage device and server. This scoring information matching method comprises: obtaining a target scoring information and a target scoring message which corresponds to the target scoring information; obtaining a first telephone number which sends out the target scoring message; obtaining the second telephone number which sends out the target scoring information; extracting a first identity number from the first telephone number; searching in preset service records for a service record of which an identity number is the same as the first identity number, a telephone number of a recipient of a corresponding scoring message is the same as the second telephone number, and a transmission time of the corresponding scoring message satisfies a preset condition; and determining the searched service record as a target service record that matches with the target scoring information.

Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) collecting call interaction; (ii) storing the collected call interactions; (iii) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (iv) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa; (v) retrieving from the ranked clusters, a list of fraudsters; and (vi) transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.

Abstract: Disclosed is a message back system that can provide a means for a recipient of robo messages or spam messages to take action. The message back system includes a mobile device operating in conjunction with a server to activate the system and initiate one or more texts to be sent to the source phone number. The server can be programmed to try to send many texts to the source phone number to try to swamp the phone number with texts. The system may provide satisfaction to the user as a tool to respond to these on-going nuisances.

Abstract: Systems and methods for network-controlled scam/robocall handling are described. When an incoming call for a user device is received, a user may elect to add the originating number of the incoming call to a block list or a report list at the network level. Future calls from the originating number, if placed on the block list, are then blocked by the network from being received by the user device. Numbers on the report list may be moved by the user from the report list to the block list, and numbers on the block list may be moved from the block list to the report list. Also, the user may request additional information in order to determine whether to add the originating number to the block list or the report list.

Abstract: An example method and apparatus for processing accidental emergency calls is provided herein. The example method includes monitoring an emergency call with an active learning artificial intelligence (AI) bot implemented by a processor. The example method further includes determining, by the AI bot, that the emergency call was disconnected prior to a call taker resolving the emergency call. The example method additionally includes providing, by the AI bot, a score indicative of the likelihood that the emergency call was an accidental call, wherein the call may be based on real-time and historical data. The example method also includes recommending, by the AI bot, a response to the emergency call based upon the score.

Abstract: An information processing apparatus includes an obtaining unit that obtains a telephone number of a mobile terminal owned by a user and information regarding an external device operated by the user, an association unit that associates the telephone number and the information regarding the external device obtained by the obtaining unit with each other, and a provision unit that provides the information associated by the association unit for an apparatus corresponding to a telephone that receives a call from the mobile terminal before a line between the mobile terminal and the telephone is established.

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

Abstract: There is provided an apparatus for hearing measurement based on a cochlear model comprising: a processor; and a memory connected to the processor, wherein the memory stores program instructions executable by the processor to output an interface in which n buttons corresponding to n frequency bands into which an audible frequency band is divided at 1/k octave resolution are arranged in a cochlear model, output acoustic signals corresponding to a predetermined hearing threshold in each of the n frequency bands, receive a user's input for whether each of the n frequency bands is inaudible at the predetermined hearing threshold, and output acoustic stimulation signals corresponding to the inaudible frequency band input by the user in predetermined sizes.

Abstract: A device configured to obtain at least a portion of a phone call and to identify a voice signal associated with a person on the phone call. The device is further configured to generate metadata for the phone call and a transcript for the phone call. The device is further configured to input the transcript and the metadata into a machine learning model and to receive a call profile from the machine learning model. The call profile includes a first call classification for the phone call. The device is further configured to identify a call log associated with the phone call that includes a second call classification for the phone call. The device is further configured to determine that the first call classification does not match the second call classification, to generate a feedback report that identifies the first call classification, and to output the feedback report.

Abstract: Techniques to use an embedded passcode within an audio ringtone to establish a secure connection for arbitrary phone relay are described. The use of an embedded passcode enables encrypted ad-hoc connections for the relay of audio of an incoming telephone call to a secondary device, such as a virtual assistant enabled smart speaker device.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes receiving a message from a customer communication device, determining that a conversation is already established in association with the customer communication device, including the message among a plurality of messages that are already assigned to the conversation, analyzing the message to determine a topic classification and a topic confidence score for the message, and based on the analysis of the message, determining whether the topic classification determined for the message corresponds to a continuation of a topic classification for the plurality of messages or whether the topic classification determined for the message corresponds to a different topic classification than the topic classification for the plurality of messages.

Abstract: Implementations are directed to using an assistant to initiate automated telephone calls with entities. Some implementations identify an item of interest, identify a group of entities associated with the item, and initiate the calls with the entities. During a given call with a given entity, the assistant can request a status update regarding the item, and determine a temporal delay before initiating another call with the given entity to request a further status update regarding the item based on information received responsive to the request. Other implementations receive a request to perform an action on behalf of a user, identify a group of entities that can perform the action, and initiate a given call with a given entity. During the given call, the assistant can initiate an additional call with an additional entity, and generate notification(s), for the user, based on result(s) of the given call and/or the additional call.

Abstract: Enhanced capabilities within a telephone network are made accessible to a telecommunications device. The telecommunications device is used to dial a sequence. A network server receives and identifies the sequence invokes an advanced network function. A advanced network function server in communication with the network server provides instructions as to how the network server is to provide the advanced network function. The network server processes the call in accordance with the received instructions to provide the particular advanced network function.

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: 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 detecting harassment. The system may receive communication data from a first customer service representative terminal or a customer communication device and may determine, based at least in part on the communication data and stored communication data, that the communication data comprises harassing content. The system may, responsive to determining that the communication data comprises harassing content, transmit to a second customer service representative terminal, a notification indicating that the communication data comprises harassing content.