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: A service robot is provided to communicate with other devices of a service location, such as another robot. A first and second robot may be tasked with performing a customer service task requiring a physical interaction. The first robot may determine that the second robot lacks instructions to perform the customer service task. Upon making the determination, the first robot retrieves physical interaction instructions and causes the second robot to load and execute the physical interaction instructions. The second robot is then transformed, by the first robot, into a configured robot able to perform the customer service task.

Abstract: A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.

Abstract: Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.

Abstract: Robotic customer service agents may require verification of a human. The verification may be of the identity of the human and/or a capability of the human. If verified, the robot operates in a verified mode and otherwise operates in a non-verified mode. The robot performs a customer service task in one of the verified mode or the non-verified mode, which may alter, omit, or substitute actions as appropriate for the mode.

Abstract: Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.

Abstract: Systems are provided to manage pauses, including on-hold, conditions in communications, such as text-based communications. Users may be provided with messages at a pace that, among other things, allows a particular cadence of messages to be maintained, even if a reply has been created. Accordingly, resources of a contact center may be better allocated to other matters requiring attention without causing undue customer dissatisfaction or the burden of handling additional messages. While voice-based “hold” conditions may be managed with messages or music on hold, text-based communications may be managed with social messaging content and/or comfort messages.

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: Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.

Abstract: Contact center agents are often presented work items utilizing voice, video, and text. Text messages are often processed concurrently with other text or non-text messages. In order to avoid over or under utilizing agents, contact centers may determine an initial complexity for a work item and route the work item to an agent having the skills and capacity to accommodate the initial complexity. However, the initial complexity may differ from an observed complexity as the agent processes the work item. Accordingly, systems and methods are provided to monitor ongoing text message complexity and route subsequent work items to agents based on an observed complexity provided, at least in part, by the complexity of text-based work item current being processed, and the agents capacity to process the subsequent work item.

Abstract: Information utilized in a contact center may be temporary. Facts may be directly verified (primary factor); however, contact centers may not have the resources to perform primary factor determinations. Validation factors may be utilized, such as by providing a customer of a contact center with a response and determining, based on feedback, whether the information is still proving to be valid. Over time, information may become more and more suspect, even if factually correct. Providing the information, such as in a text message to a customer or agent, who in turn is interacting with a customer, and an indication of the aging of the validity of the information, may provide an appropriate level of confidence in a reply to a customer and facilitate more accurate information dissemination.

Abstract: Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.

Abstract: Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.

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: A method, system, and phonetic search engine are described that enable phonetic searches to have increased relevancy to the searcher. Specifically, phonetic searches on a database containing phonetically-searchable content can have one or more phonetically-confusable terms included therein, thereby creating search results that more faithfully reflect the search terms used during the phonetic search of the database.

Abstract: Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. If authorized, a robot may be able to perform certain operations unmonitored; however, the third party may report the authorized exception. Should the robot be unmonitored, and absent unauthorized exception, the robot performs only those operations approved for unmonitored mode. Otherwise, the robot is enabled to perform tasks approved for monitored and unmonitored mode. The third party may report the monitoring, lack of monitoring, and compliance with a monitoring program accordingly.

Abstract: A customer service robot may be limited to a maximum physical ability, such as speed of travel, speed of a robotic arm, etc. However, certain customers may be uncomfortable with a robot operating at the maximum capacity. Accordingly, a customer may have an attribute associated with a performance-limiting criteria. The criteria then limits the robot to operations within operational parameters associated with the performance-limiting criteria. As a benefit, a robot may be transformed to provide a better customer service experience by working quickly to address a customer service task, but within the confines of what a particular customer, or customer type, may consider comfortable or acceptable.

Abstract: A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.

Abstract: A robotic customer service agent (“robot”) is provided to a service location. The robot may present a number of security concerns that, whether realized or not, present barriers to acceptance. A robot is provided that is determined to be in compliance with a security criteria. The security criteria may be related to software (e.g., running anti-virus software), hardware (e.g., an added camera is secure), communication (e.g., no unexpected communications), or other aspect. Should the robot be in compliance, it may operate in a secure mode, such as to perform or access more sensitive information. If the robot is not in compliance, the robot is operated in a non-secure mode, such as to block data transmissions, information capturing, or other process or operation that may present a security risk.

Abstract: Robotic customer service agents are provided such that, when properly authenticated, they are operable to perform a customer service task. A contact center may dispatch a robot, an accessory for a customer-owned robot, or instructions to transform an unconfigured robot, such as a generic robot, into a configured robot operable to perform the task. If the robot, such as the base or entire robot, robot at the service location, an associated user, hardware addition, and/or software addition is authentic, then the robot may be operated in an authenticated mode. If non-authenticated, then the robot may operate in a non-authenticated mode, such as one consisting of one or more tasks or features being disabled. Additionally, authentication may be temporary (e.g., time restricted) or event restricted (e.g., as long as a result stays within a given range, the robot is being observed, etc.).