Abstract: A contact center controller is provided to automatically manage a large volume of audio and/or video electronic communications in a contact center. The controller routes electronic communications to available agents, and monitors the interactions between the agents and users participating in the electronic communications. The controller determines a state associated with each agent based on the interactions the agent has with one or more users in the same electronic communication, and routes new electronic communications away from a first agent in response to determining a first state for the first agent that indicates a specific level of fatigue. The controller performs different actions for different agents and/or electronic communications based on different or changing levels of fatigue associated with the agents.

Abstract: The present disclosure relates to systems, non-transitory computer-readable media, and methods for debiasing vision-language models utilizing additive residual learning. In particular, in one or more embodiments, the disclosed systems generate an encoded image representation of a digital image utilizing an image encoder of a vision-language neural network. Additionally, in some embodiments, the disclosed systems extract a protected attribute encoding from the encoded image representation of the digital image utilizing an additive residual learner. Upon extracting the protected attribute encoding, in some implementations, the disclosed systems determine a debiased image encoding for the digital image by combining the protected attribute encoding and the encoded image representation.

Abstract: A communication support system dynamically determines and presents to a conference participant the phonetic spelling for the proper pronunciation of a word associated with an individual engaging in a conversation with that conference participant prior to or during the establishment of the call, conference, or other communication session between the conference participant and the individual. The system receives an identifier that is associated with the identification or a device of that individual. The system retrieves the word associated with the individual based on a established correspondence between the identifier and the word, and maps the identifier to a region-of-origin. The system selects a set of entries that correspond different pronunciations of the word to different regions-of-origin, and presents, on a device of the conference participant, the proper pronunciation of the word from a particular entry of the set of entries that corresponds to region-of-origin.

Abstract: The present disclosure relates to systems, non-transitory computer-readable media, and methods for debiasing vision-language models utilizing additive residual learning. In particular, in one or more embodiments, the disclosed systems generate an encoded image representation of a digital image utilizing an image encoder of a vision-language neural network. Additionally, in some embodiments, the disclosed systems extract a protected attribute encoding from the encoded image representation of the digital image utilizing an additive residual learner. Upon extracting the protected attribute encoding, in some implementations, the disclosed systems determine a debiased image encoding for the digital image by combining the protected attribute encoding and the encoded image representation.

Abstract: Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.

Abstract: A computerized-method for providing an indication as to an availability of a communication-channel type that is used during an interaction with a customer, via a web app is provided herein.

Abstract: Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.

Abstract: Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.

Abstract: A computerized-method for providing an indication as to an availability of a communication-channel type that is used during an interaction with a customer, via a web app is provided herein.

Abstract: Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.

Abstract: Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.

Abstract: A computerized-method for providing an indication as to an availability of a communication-channel type that is used during an interaction with a customer, via a web app is provided herein.

Abstract: A computerized method for managing availability states of a user to communicate over multiple communication platforms may include a processor of a computerized system communicating with at least two communication platforms. The processor may be configured to detect a change in an availability state of a user to communicate over a first communication platform from the at least two communication platforms, upon detecting the change, to map availability states of the user to other communication platforms in the at least two communication platforms using a set of mapping rules indicating whether the user is available to manage communications over the other communication platforms, to synchronize the mapped availability states of the user with the other communication platforms, and to rerouting incoming communications to any of the other communication platforms to another user if the user is unavailable to manage the incoming communications based on the synchronized availability states.

Abstract: An apparatus for solving time-continuous differential equations is disclosed. The apparatus includes a group of hybrid integrators interconnected to each other. Each one of the hybrid integrators includes an analog integrator, a conversion logic and multiple digital registers. The analog integrator generates an analog output, and the conversion logic along with the digital registers converts the analog output to a digital output. The analog output and the digital output are then combined to yield an integrated output. The integrated output is fed to the hybrid integrators within the group.

Abstract: An apparatus for solving time-continuous differential equations is disclosed. The apparatus includes a group of hybrid integrators interconnected to each other. Each one of the hybrid integrators includes an analog integrator, a conversion logic and multiple digital registers. The analog integrator generates an analog output, and the conversion logic along with the digital registers converts the analog output to a digital output. The analog output and the digital output are then combined to yield an integrated output. The integrated output is fed to the hybrid integrators within the group.