Abstract: A contact center, system, and method of operating a contact center are provided. In one example, the system includes a quantum computing resource and a server. The server is configured to receive a contact from a customer communication device, provide information about the contact to the quantum computing resource, receive a probabilistic output from the quantum computing resource based on the quantum computing resource processing the information about the contact, and make a work assignment decision for the contact based on the probabilistic output.

Abstract: A contact center, communication system, and method of operating a contact center are provided. In one example, the contact center includes a plurality of chatbots stored in memory and a chatbot selector that determines a customer interaction in the contact center will have a chatbot assigned thereto, selects a chatbot from the plurality of chatbots for assigning to the customer interaction based on a match between a capability of the chatbot and a service requirement associated with the customer interaction, and assigns the selected chatbot to the customer interaction thereby enabling the selected chatbot to process inputs received during the customer interaction and provide responses to the inputs.

Abstract: Methods and systems are provided that monitor and track a mobility of communication devices accessing wireless networks in a service federation. When a user of a communication device requests to connect to a wireless network and enrolls in a service federation, a unique key is generated for the communication device without using and collecting any personal data and device identifiers. The unique key is used by only a single communication device for which the unique key was generated and cannot be shared or reassigned. Whenever this unique key is used to access any wireless network in the service federation, data associated with the usage of the unique key is stored in memory. A server stores this information and then generates a mobility report, outlining travel behaviors over time, for each unique key in the service federation and, in turn, the users of the communication devices.

Abstract: In order to provide effective communications, the individuals engaged in the communication should have appropriately matched language proficiencies. By ensuring that a customer of a contact center is matched with an agent having, or presenting, content of a communication utilizing language proficiency appropriate for the customer, effective communications may be provided. Should an agent deviate and provide communication content having language proficiency that is misaligned with the customer, automatic corrective action may be taken to realign the language proficiency presented to the customer.

Abstract: A method and system are described that interact with a self-service system on behalf of a customer and without requiring a presence of the customer during the interactions. An illustrative method includes receiving one or more inputs from a customer, where the one or more inputs define a desired action to take on behalf of the customer with the self-service system in the absence of the customer's presence, obtaining contact information for the self-service system, using the contact information to automatically establish a communication session with the self-service system, receiving a prompt from the self-service system, and performing the desired action as a response to the prompt, where the desired action is performed during the communication session on behalf of the customer and in the absence of the customer's presence.

Abstract: Embodiments of the disclosure provide a method of operating a contact center. In some embodiments, the method includes receiving a call from a customer communication device, transitioning the call from a voice domain into a digital domain, and enabling the contact center to interact with the customer communication device in at least the digital domain after the call has been transitioned from the voice domain into the digital domain.

Abstract: Systems and methods for enhancing trackability of a passive stylus. A six degree of freedom (6DoF) location and orientation of a passive stylus may be tracked by a tracking system via a retroreflector system disposed on the passive stylus. Additionally, characteristic movements of one of a user's finger, hand, and/or wrist may be recognized by the tracking system. The passive stylus may useable to interact with a virtual 3D scene being displayed via a 3D display. A user input via the passive stylus may be determined based on the tracked 6DoF location and orientation of the passive stylus and/or the recognized characteristic movements. The retroreflector system may include multiple patterns of retroreflectors and one of the patterns may be a spiral pattern of retroreflectors disposed along a longitudinal axis of the passive stylus.

Abstract: Users of a networked communication device may omit updating their availability state, and that of an associated communication device, if the state change is sudden or believed to be of sufficiently short duration. By quickly changing their state, a routing component may more accurately know whether or not a communication routed to the communication device will or will not be answered. By utilizing a camera and gesture processing logic, a user may naturally and quickly update their state without the need to navigate menus or select options with manual, tactile interactions with the communication device.

Abstract: Systems and methods for capturing a two dimensional (2D) image of a portion of a three dimensional (3D) scene may include a computer rendering a 3D scene on a display from a user's point of view (POV). A camera mode may be activated in response to user input and a POV of a camera may be determined. The POV of the camera may be specified by position and orientation of a user input device coupled to the computer, and may be independent of the user's POV. A 2D frame of the 3D scene based on the POV of the camera may be determined and the 2D image based on the 2D frame may be captured in response to user input. The 2D image may be stored locally or on a server of a network.

Abstract: Working from home is becoming more and more commonplace. Ensuring that remote workers are following prescribed data protection measures becomes more important, and challenging. Safe and Secure Remote Working Environment (SSRWE) monitors an environment and determines if a non-compliant element is present. For example, a condition of working from home may be that no notetaking or electronic devices, especially ones comprising a camera, be visible to a system camera capturing the field of view in front of a display. If a non-compliant situation is discovered, the display may be redacted and/or other action taken to protect sensitive information.

Abstract: Systems, methods, and software to provide intelligent detection and automatic correction of erroneous audio settings in a video conference. Electronic conferences can often be the source of frustration and wasted resources as participants may be forced to contend with extraneous sounds, such as background/ambient noises, or conversations not intended for the conference, provided by an endpoint that should be muted. Similarly, participants may speak with the intention of providing their speech to the conference while their associated endpoint is muted. As a result, the conference may be awkward and lack a productive flow while endpoints are erroneously muted or non-muted. By intelligently processing at least the video portion of a video conference, endpoints/participants may be prompted to mute/unmute or automatically muted/unmuted.

Abstract: In order to provide effective communications, the individuals engaged in the communication should have appropriately matched language proficiencies. By ensuring that a customer of a contact center is matched with an agent having, or presenting, content of a communication utilizing language proficiency appropriate for the customer, effective communications may be provided. Should an agent deviate and provide communication content having language proficiency that is misaligned with the customer, automatic corrective action may be taken to realign the language proficiency presented to the customer.

Abstract: Embodiments of the disclosure provide a communication system and method to leverage distributed ledger technology as the basis upon which a trustless method can be deployed to validate file provenance and authenticity, while also supporting a strong form of non-repudiation. In one example, the method includes transferring electronic content from a sending communication device to the receiving communication device via Rich Communication Services. The method includes generating, at the sending communication device, file transfer parameters, identity signature and timestamp that are associated with the transfer of electronic content from the sending communication device. The method then includes causing the identity signature and timestamp to be written as part of a content transfer ledger.

Abstract: A method and system are described that interact with a self-service system on behalf of a customer and without requiring a presence of the customer during the interactions. An illustrative method includes receiving one or more inputs from a customer, where the one or more inputs define a desired action to take on behalf of the customer with the self-service system in the absence of the customer's presence, obtaining contact information for the self-service system, using the contact information to automatically establish a communication session with the self-service system, receiving a prompt from the self-service system, and performing the desired action as a response to the prompt, where the desired action is performed during the communication session on behalf of the customer and in the absence of the customer's presence.

Abstract: A contact center, communication system, and method of operating a contact center are provided. In one example, the contact center includes a tunable chatbot stored in memory and a chatbot tuning function that controls and adjusts a personality characteristic of the tunable chatbot while the tunable chatbot is interacting with a customer via a customer communication device.

Abstract: A contact center, communication system, and method of operating a contact center are provided. In one example, the contact center includes a plurality of chatbots stored in memory and a chatbot selector that determines a customer interaction in the contact center will have a chatbot assigned thereto, selects a chatbot from the plurality of chatbots for assigning to the customer interaction based on a match between a capability of the chatbot and a service requirement associated with the customer interaction, and assigns the selected chatbot to the customer interaction thereby enabling the selected chatbot to process inputs received during the customer interaction and provide responses to the inputs.

Abstract: Systems, methods, and software to provide intelligent detection and automatic correction of erroneous audio settings in a video conference. Electronic conferences can often be the source of frustration and wasted resources as participants may be forced to contend with extraneous sounds, such as background/ambient noises, or conversations not intended for the conference, provided by an endpoint that should be muted. Similarly, participants may speak with the intention of providing their speech to the conference while their associated endpoint is muted. As a result, the conference may be awkward and lack a productive flow while endpoints are erroneously muted or non-muted. By intelligently processing at least the video portion of a video conference, endpoints/participants may be prompted to mute/unmute or automatically muted/unmuted.

Abstract: Systems and methods for enhancing trackability of a passive stylus. A six degree of freedom (6 DoF) location and orientation of a passive stylus may be tracked by a tracking system via a retroreflector system disposed on the passive stylus. Additionally, characteristic movements of one of a user's finger, hand, and/or wrist may be recognized by the tracking system. The passive stylus may useable to interact with a virtual 3D scene being displayed via a 3D display. A user input via the passive stylus may be determined based on the tracked 6 DoF location and orientation of the passive stylus and/or the recognized characteristic movements. The retroreflector system may include multiple patterns of retroreflectors and one of the patterns may be a spiral pattern of retroreflectors disposed along a longitudinal axis of the passive stylus.

Abstract: Systems and methods for implementing methods for user selection of a virtual object in a virtual scene. A user input may be received via a user input device. The user input may be an attempt to select a virtual object from a plurality of virtual objects rendered in a virtual scene on a display of a display system. A position and orientation of the user input device may be determined in response to the first user input. A probability the user input may select each virtual object may be calculated via a probability model. Based on the position and orientation of the user input device, a ray-cast procedure and a sphere-cast procedure may be performed to determine the virtual object being selected. The probability of selection may also be considered in determining the virtual object. A virtual beam may be rendered from the user input device to the virtual object.

Abstract: Systems and methods for implementing methods for user selection of a virtual object in a virtual scene. A user input may be received via a user input device. The user input may be an attempt to select a virtual object from a plurality of virtual objects rendered in a virtual scene on a display of a display system. A position and orientation of the user input device may be determined in response to the first user input. A probability the user input may select each virtual object may be calculated via a probability model. Based on the position and orientation of the user input device, a ray-cast procedure and a sphere-cast procedure may be performed to determine the virtual object being selected. The probability of selection may also be considered in determining the virtual object. A virtual beam may be rendered from the user input device to the virtual object.