Abstract: Disclosed herein are systems, methods, and computer-readable media to connecting to addresses received in spoken communications. The method for connecting to addresses received in spoken communications comprises receiving at least one spoken communication containing a spoken address, extracting each address automatically from the at least one spoken communication, displaying to a user at least one extracted address, and receiving from the user a selection of at least one extracted address to initiate communication.

Abstract: A computer system is described that is configured to enable customers of an organization to self-monitor account activity and modify account access settings via a contact center of the organization. The contact center control system is configured to provide an interactive call history associated with the customer's accounts with the organization. Using the call history, the customer may perform self-monitoring of calls into the contact center that access the customer's accounts, and notify the organization if any of the calls appear suspicious. The contact center control system is configured provide a user interface through which the customer may modify account access settings including changing which types of authentication methods are enabled to access the customer's accounts, and blocking account access by callers from certain phone numbers. The contact center control system may allow the customer to turn off all access to the customer's accounts via the contact center.

Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

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: An example method of assigning a telephone number to a user account in a communications system is provided. The method includes obtaining a mnemonic seed and obtaining a subset of telephone numbers filtered from a global telephone number pool based on the mnemonic seed. The alphanumeric representation of each telephone number in the subset is within a threshold Hamming distance of the mnemonic seed. The method further includes receiving an indication of a selected telephone number from the subset and assigning the selected telephone number to the user account.

Abstract: A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

Abstract: A callback window for initiating an electronic communication session with a customer communication endpoint is received. A request from an agent communication endpoint is received to not handle any electronic communication sessions during a time period. For example, a contact center agent may want to take a lunch break. A determination is made that the callback window (or a portion of the callback window) is within the time period. In response to determining the callback window is within the time period, the system may take various steps, such as, automatically denying the request, automatically adjusting the time period, and sending various messages to the agent communication endpoint to identify ways to handle the communication session.

Abstract: A bilingual-corpus generating method includes: acquiring a first clause in the first language, a first translated clause obtained by translating the first clause into a second language, a second clause in the first language, a second translated clause obtained by translating the second clause into the second language; and generating, as a translated clause of a third clause obtained by constructing the first clause and the second clause as one sentence by using a first conjunction in the first language, a third translated clause obtained by constructing the first translated clause and the second translated clause as one sentence by using a second conjunction in the second language.

Abstract: The present disclosure relates generally to devices, systems, and methods for supporting different load conditions in a data/power link. In one example, a device includes a transformer that has a first tap with a first turns ratio and a second tap with a second turns ratio. The device further includes electronics and circuitry. The circuitry is configured to selectively couple the electronics to the first tap of the transformer for a first application and to couple the electronics to the second tap of the transformer for a second application.

Abstract: Systems and methods for automation of a customer support sorting process are described. A probability that a call from a potential caller will be received by a call system may be determined based at least in part on historical status information and call history information. The historical status information may indicate one or more past operational states of a service network. The call history information may indicate one or more calls received by the call system, as well as a subject matter of each of the one or more calls. If the determined probability satisfies a threshold, a notification to the potential caller may be transmitted. The notification may inform the potential caller of a current operational state of the service network.

Abstract: Examples described herein improve the way in which a transcript is generated and displayed so that the context of a conversation taking place during a meeting or another type of collaboration event can be understood by a person that reviews the transcript (e.g., reads or browses through the transcript). The techniques described herein use voice recognition to identify a user that is speaking during the meeting. Accordingly, when the speech of the user is converted to text for the transcript, the text can be attributed to the identified user. The techniques described herein further configure a graphical user interface layout, in which the transcript can be displayed. The graphical user interface layout enables users to better understand the context of a conversation that takes place during a meeting.

Abstract: A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the analyzed collected data such that the nature of the customer call matches with corresponding one or more favorable attributes of the call center.

Abstract: Agents operating at call centers or other customer support service networks may assist large numbers of customers consecutively and in a dynamic manner. One example may include populating a portion of a first agent user interface of a first agent device with a first customer profile, identifying a second agent device currently assigned a second customer call with second customer call information related to the first customer call information, comparing the first customer call information to the second customer call information, determining the second customer call information exceeds a relevancy threshold when compared to first customer call information, populating a portion of a second agent user interface of the second agent device with the portion of the first agent user interface, and updating the first agent user interface by removing the first customer call information and providing another customer call to the first user agent device.

Abstract: Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.

Abstract: Provided are a method and an apparatus for acquiring a semantic fragment of a query based on artificial intelligence, and a terminal. The method includes pre-processing the query and determining a first main word and a semantic fragment set included in the query; determining an association degree between each semantic fragment in the semantic fragment set and the first main word according to historical retrieve data; filtering the semantic fragment set according to the association degree and determining an object semantic fragment set corresponding to the query.

Abstract: A first electronic device receives a phone call that was routed to the first electronic device by a call-routing service. While receiving the call, the first electronic device receives a request to route the phone call to a second electronic device. In response to receiving the request to route the phone call to the second electronic device, in accordance with a determination that a first routing criteria have been met, the first electronic device sends a request to the call-routing service to route the phone call to the second electronic device instead of routing the phone call to the first electronic device. In accordance with a determination that a second routing criteria have been met, the first electronic device causes call data associated with the call to be routed through the first electronic device to the second electronic device.

Abstract: A control system is provided for controlling participation of another communication terminal in a session when the session has been established for transmitting information between communication terminals. The control system includes a participation control unit configured to reject participation of the other communication terminal in the session in the case where the session has been established based on a communication start request by one of the communication terminals specifying a first destination, and to permit the participation of the other communication terminal in the session in the case where the session has been established based on a communication start request by one of the communication terminals specifying a second destination different from the first destination.

Abstract: A system, computer program product, and method are provided to automate a framework for knowledge graph based persistence of data, and to resolve temporal changes and uncertainties in the knowledge graph. Natural language understanding, together with one or more machine learning models (MLMs), is used to extract data and a data relationship from structured and/or unstructured data, create an entry in the KG and selectively store the extracted data and data relationship in the KG, assign a veracity value to the stored data, create an asset value entry in a corresponding BC ledger, and store a BC identifier with the KG entry.

Abstract: A broadband provisioning system configured for bulk provisioning of communications services is provided. The system includes an order manager that includes machine executable instructions stored on machine readable media, the instructions for: receiving a request to provision a plurality of telephone numbers with communications services; creating details for the request and setting an initial state for the request; and upon commencement of processing of the request, updating the state of the request to indicate ongoing processing, provisioning each telephone number in the request by associating resources therewith, and updating a status for each telephone number provisioned; and upon completion of processing, changing the state of the request to indicate completion.

Abstract: A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored activities. An outcome for a particular contact center may be predicted based on monitored interactions for the particular contact center, and based on information in the knowledge base. An output is then generated based on the predicted outcome.