Abstract: A processor-implemented method of enabling a customer support interaction in multiple channels in parallel is provided. The processor-implemented includes (i) receiving a call at a contact center from a customer, (ii) providing a notification to the customer with reference to a hold time to reach a live human agent at a first live channel, (iii) selecting at least one automation task to be performed for a customer's requirement by a virtual agent at a second non-live channel, and (iv) enabling transfer of the customer from the first live channel to the second non-live channel with the virtual agent and communicating the at least one automation task to be performed for the customer's requirement to the virtual agent at the second non-live channel. The at least one automation task is a series of steps performed by the virtual agent to complete an objective.

Abstract: Disclosed are systems, methods, and non-transitory computer-readable storage media for analyzing an event via social media. A system configured to practice the method segments a document associated with an event based on a plurality of inferred topics to yield a plurality of segments. Next, the system assigns each message in a corpus of messages associated with the event to one of the inferred topics to yield assigned topics. The messages can include at least one of a status update, a tweet, a blog post, a tag, a chat message, a comment, and a check-in. Moreover, the messages can originate from different social networks. Based on the assigned topics, the system then associates each message in the corpus of messages with at least one of the document, a segment from the plurality of segments, and a segment of the event.

Abstract: Disclosed are systems, methods, and non-transitory computer-readable storage media for exchanging and processing tag information between users with different types of communications devices. In operation, tag information is received processed to provide an alternative tag communication to selected participants in the media event. That is, at least a portion of the tags of a media event are used to create an alternate tag communication that can be delivered to participants, together with or separate from the conventional or default tag communication associated with the media event. The alternate tag communications can be used to allow participation of users associated with communications devices incompatible with the media format of default tag communication. Further, the alternate tag information can also be used as a secondary means of communications during a media event.

Abstract: A system and method are provided for summarizing multiple aspects of tags associated with media events. In the system and method, tag metadata for tags generated at one or more user interfaces associated with at least one media event is obtained. Thereafter, tags are organized into a hierarchy of tags based on the metadata and a metadata sorting criteria. Additionally, tag significance data for tags is computed based on the metadata and the hierarchy. A visual representation of the tags can then be generated, where indicia for the tags is spatially arranged to visually depict the hierarchy of the tags are selected to visually depict at least a relative significance among sibling tags in the hierarchy.

Abstract: A method for generating and communicating communication components over a messaging channel is provided. The method includes (i) presenting a structured micro block based on a conversation in a form of unstructured natural language in the messaging channel between a user and an agent (ii) incorporating the structured micro block that collects strongly typed information from the user as a part of the conversation in the messaging channel, (iv) generating a structured workflow by interleaving the structured micro block with the unstructured natural language, and (v) communicating the structured workflow over the messaging channel for enabling the user to perform one or more operations.

Abstract: A method for generating a rich persistent conversation history from structured and unstructured information using a communication protocol is provided.

Abstract: According to one embodiment, audio and non-audio data can be represented as sound sources in a three-dimensional sound space adapted to also provide visual data. Non-audio data can be associated with audio sound sources presented in the sound space. Navigation within this combined three-dimensional audio/visual space can be based primarily on the audio aspects of the sound sources with the details of the non-audio data being presented on demand, for example, when the listener navigates through the combined three-dimensional audio/visual space to a particular sound source at which point the non-audio data associated with that sound source can be presented.

Abstract: A method for generating a rich persistent conversation history from structured and unstructured information using a communication protocol is provided.

Abstract: A method for generating and communicating communication components over a messaging channel is provided. The method includes (i) generating widgets using at least one of (i) a pre-existing set of blocks or (ii) one or more micro blocks which are selected by a user, (ii) configuring a data type that includes strongly typed widgets, (iii) incorporating the widgets or said one or more micro blocks that collects strongly typed information from the user as a part of a messaging conversation, (iv) generating a structured workflow by interleaving the structured micro blocks with unstructured natural language and (v) communicating the structured workflow over the messaging channel for enabling the user to perform one or more operations.

Abstract: According to one embodiment, audio and non-audio data can be represented as sound sources in a three-dimensional sound space adapted to also provide visual data. Non-audio data can be associated with audio sound sources presented in the sound space. Navigation within this combined three-dimensional audio/visual space can be based primarily on the audio aspects of the sound sources with the details of the non-audio data being presented on demand, for example, when the listener navigates through the combined three-dimensional audio/visual space to a particular sound source at which point the non-audio data associated with that sound source can be presented.

Abstract: According to one embodiment, audio and non-audio data can be represented as sound sources in a three-dimensional sound space adapted to also provide visual data. Non-audio data can be associated with audio sound sources presented in the sound space. Navigation within this combined three-dimensional audio/visual space can be based primarily on the audio aspects of the sound sources with the details of the non-audio data being presented on demand, for example, when the listener navigates through the combined three-dimensional audio/visual space to a particular sound source at which point the non-audio data associated with that sound source can be presented.

Abstract: Communications often require the prior selection of a particular mode of communications. A voice call requires initiation of a telephone connection (e.g., dialing a number) in a telephone application or interface, an email communication requires selection of an email address in an email application or the launching of such an email application. Omni-channel communications, as described herein, enable a connection to be initiated in a unified platform for any available mode of communication. Communications may incorporate workflow management and widgets to dynamically present or receive information from a user or access other device hardware (e.g., camera, GPS receiver, etc.) or data (e.g., images, videos, documents, etc.).

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing resources. A system for managing resources is configured for categorizing users according to at least one of common user characteristics and common user behaviors with respect to at least a first domain to yield a group of users. The system is also configured for identifying a resource associated with at least one user behavior in a second domain different from the first domain during a first time interval for at least one user from the group of users. The system is further configured for modifying an accessibility of the resource, during a second time interval after the first time interval, with respect to the second domain for at least other users in the group of users based on the at least one user behavior.

Abstract: Embodiments are directed to using a three-dimensional sound space to analyze security surveillance information. According to one embodiment, the three-dimensional sound space can comprise part of a security surveillance system in which sound sources related to security surveillance information can be presented and a user can efficiently navigate even a large number of sound sources in the three-dimensional sound space. Effective audio surveillance relies on the ability of the surveillance personnel to efficiently identify calls that need further analysis and calls that need no further analysis without introducing too many false negative or false positive conditions. Utilization of three-dimensional space described herein can increase the ease with which security analysts review audio content and identify relevant audio content that requires further analysis.

Abstract: Systems, methods, and computer-readable storage media for generating an immersive three-dimensional sound space for searching audio. The system generates a three-dimensional sound space having a plurality of sound sources playing at a same time, wherein each of the plurality of sound sources is assigned a respective location in the three-dimensional sound space relative to one another, and wherein a user is assigned a current location in the three-dimensional sound space relative to each respective location. Next, the system receives input from the user to navigate to a new location in the three-dimensional sound space. Based on the input, the system then changes each respective location of the plurality of sound sources relative to the new location in the three-dimensional sound space.

Abstract: According to one embodiment, the grouping and arrangement of sound sources within a three-dimensional sound space can be based on attributes of the sound source. The content presented in the three-dimensional sound space can comprise social media content. According to another embodiment, the content can comprise voicemail messages and the three-dimensional sound space can be used for managing and retrieving the voicemails messages. In yet another embodiment, the content can comprise communications in a contact center between a customer or other caller and a customer support agent. According to a further embodiment, the three-dimensional sound space or an environment in which the three-dimensional sound space is implemented can provide an opportunity for the user or listener to initiate a follow-on communication with the originator of the sound source such as a social media post or other social media communication, a voice call, or other message or communication.

Abstract: Methods and systems are provided for automatically generating expanded and derivative tags associated with digital content. The methods and systems provide multi-dimensional, layered tagging with stored audio/video conference contents, creating relationships and a tag network between links and nodes in a communication system.

Abstract: Methods and systems are provided for automatically generating expanded and derivative tags associated with digital content. The methods and systems provide multi-dimensional, layered tagging with stored audio/video conference contents, creating relationships and a tag network between links and nodes in a communication system.

Abstract: Media files are often tagged, such as by XML or other tagging paradigms, in order to indicate aspects of certain portions of the media file. Disclosed herein, security policy tagging is provided that supports a logically nested or hierarchical structure. Tags may be time- and/or event-altered, such as when a user who is denied access at one point in time may be granted access at a later point in time. The need to amend the security policy based upon the passage of time is reduced or eliminated as portions, or sub-portions, of a media file that may be selectively tagged with security tags may be presented or downloaded based upon the security policy. The a security policy may incorporate rules that change permissions upon the passage of time or the occurrence of an event, without requiring the modification of the presentation, the security tags of the presentation portion, or the security tag associated with a parent portion of the presentation or the presentation itself.

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing user interfaces. A system for managing user interfaces is configured for categorizing users according to at least one of common user characteristics and common user behaviors with respect to at least a first domain to yield a group of users. The system is also configured for identifying at least one user behavior with respect to a second domain during a first time interval for at least one user in the group of users. The system is further configured for providing a customized interface for at least other users in the group of users with respect to the second domain during a second time interval after the first time interval. In the system, the content in the customized interface is based on the at least one user behavior.