Abstract: Systems and methods are disclosed providing user emotion information to a customer service provider. For example, a method may include: transmitting, to a user device over a communication network, application data enabling the user device to perform a functionality usable by a user of the user device, the user device including a camera; receiving, from the user device over the communication network, user feedback data indicative of a characteristic of image data of the user obtained by the camera during usage of the functionality by the user; inputting the value of the facial expression parameter into a machine learning model to determine an assessment of an emotional state of the user during the usage of the functionality; and providing the assessment to the customer service provider.

Abstract: An audio stream is detected during a communication session with a user. Natural language processing on the audio stream is performed to update a set of attributes by supplementing the set of attributes based on attributes derived from the audio stream. A set of filter values is updated based on the updated set of attributes. The updated set of filter values is used to query a set of databases to obtain datasets. A probabilistic program is executed during the communication session by determining a set of probability parameters characterizing a probability of an anomaly occurring based on the datasets and the set of attributes. A determination is made if whether the probability satisfies a threshold. In response to a determination that the probability satisfies the threshold, a record is updated to identify the communication session to indicate that the threshold is satisfied.

Abstract: An audio stream is detected during a communication session with a user. Natural language processing on the audio stream is performed to update a set of attributes by supplementing the set of attributes based on attributes derived from the audio stream. A set of filter values is updated based on the updated set of attributes. The updated set of filter values is used to query a set of databases to obtain datasets. A probabilistic program is executed during the communication session by determining a set of probability parameters characterizing a probability of an anomaly occurring based on the datasets and the set of attributes. A determination is made if whether the probability satisfies a threshold. In response to a determination that the probability satisfies the threshold, a record is updated to identify the communication session to indicate that the threshold is satisfied.

Abstract: An audio stream is detected during a communication session with a user. Natural language processing on the audio stream is performed to update a set of attributes by supplementing the set of attributes based on attributes derived from the audio stream. A set of filter values is updated based on the updated set of attributes. The updated set of filter values is used to query a set of databases to obtain datasets. A probabilistic program is executed during the communication session by determining a set of probability parameters characterizing a probability of an anomaly occurring based on the datasets and the set of attributes. A determination is made if whether the probability satisfies a threshold. In response to a determination that the probability satisfies the threshold, a record is updated to identify the communication session to indicate that the threshold is satisfied.

Abstract: A computer-implemented method that includes determining a call is received from a user device at a first telecommunication provider and determining a first location of the user device based on data transmitted to the first telecommunication provider via the call. The method includes determining a distance between the first location and a location of each of a plurality of telecommunication platforms. Each of the plurality of telecommunication platforms includes a plurality of predefined addresses. The method includes determining a local telecommunication platform of the plurality of telecommunication platforms is positioned closer to the first location than a remainder of the plurality of telecommunication platforms based on the distance of the plurality of telecommunication platforms from the first location. The method includes routing the call from the first telecommunication provider with at least one of the plurality of predefined addresses of the local telecommunication platform.

Abstract: Systems and methods are disclosed providing user emotion information to a customer service provider. For example, a method may include: transmitting, to a user device over a communication network, application data enabling the user device to perform a functionality usable by a user of the user device, the user device including a camera; receiving, from the user device over the communication network, user feedback data indicative of a characteristic of image data of the user obtained by the camera during usage of the functionality by the user; inputting the value of the facial expression parameter into a machine learning model to determine an assessment of an emotional state of the user during the usage of the functionality; and providing the assessment to the customer service provider.

Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.

Abstract: In a method for managing a contact center system, the method includes: retrieving, by a processor, performance metric data for a plurality of performance metrics of the contact center system; initiating, by the processor, a text-based chat communication with a first electronic device operated by a first agent; displaying, by the processor, an alert during the text-based chat communication, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and displaying, by the processor, the first performance metric in a chat interface of the text-based chat communication.

Abstract: A method for operating a mobile communication appliance enabled for Near Field Communication (NFC) has steps for (a) positioning the communication appliance and an article associated with a person, the article enabled for NFC and storing a unique identifier, within a near-field threshold; (b) acquiring by the communication appliance through NFC the unique digital identifier from the article; and (c) using the identifier to select and initiate a particular functionality of the communication appliance.

Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

Abstract: In a method for managing a contact center system, the method includes: retrieving, by a processor, performance metric data for a plurality of performance metrics of the contact center system; initiating, by the processor, a text-based chat communication with a first electronic device operated by a first agent; displaying, by the processor, an alert during the text-based chat communication, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and displaying, by the processor, the first performance metric in a chat interface of the text-based chat communication.

Abstract: A method for anticipating and preloading data in a customer contact center, the method comprising: monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center; anticipating, by the processor, data to be accessed during a communication session; pre-loading, by the processor, the data in a memory device; detecting, by the processor, a request for the data; and providing, by the processor, the data for output on the agent device in response to the request.

Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

Abstract: A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.

Abstract: In a system for dynamically generating an execution flow for a customer contact center, the system includes: a switch; a processor coupled to the switch; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive customer input related to an ongoing communication session; perform natural language processing on the customer input to identify a plurality of intent parameters including a customer objective; generate an execution flow for achieving the customer objective based on the plurality of intent parameters; and transmit a signal to the switch for routing the ongoing communication session to a contact center resource according to the execution flow.

Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Abstract: A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.

Abstract: A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.