Abstract: Co-browsing allows a providing party to access visual content on a computing device for sharing with one or more other parties. The parties receiving the shared image may have dissimilar security authorizations. Accordingly, systems and methods are provided that enable shared content, such as a document, web page viewed in a browser, etc., to automatically be redacted to block those parties who are not authorized to view the content. For example, a neural network may be utilized to scan the document and provide specific redacted copies to the parties so each can view the image of the content with unauthorized content redacted.

Abstract: Co-browsing allows a providing party to access visual content on a computing device for sharing with one or more other parties. The parties receiving the shared image may have dissimilar security authorizations. Accordingly, systems and methods are provided that enable shared content, such as a document, web page viewed in a browser, etc., to automatically be redacted to block those parties who are not authorized to view the content. For example, a neural network may be utilized to scan the document and provide specific redacted copies to the parties so each can view the image of the content with unauthorized content redacted.

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: 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: Humans often understand speech at a rate closing matching their own rate of speech. However, this is an average and natural speech will have a fluctuating rate of speech. Mandating that a must speak at a certain rate, such as to accommodate the preferred rate of another person, is distracting to the speaker and often results in a noticeably unnatural patter of speech. By automatically identifying a preferred speaking rate, a customer of a contact center may automatically be matched to an agent who naturally speaks at the same rate, with an acceptable margin of error, as the customer. Accordingly, the selected agent requires no coaching with regard to the rate of speech and may naturally converse with the customer.

Abstract: Embodiments described herein provide systems and methods for automatically censoring sensitive data from a shared document in a collaborative document-sharing session. Methods and systems include receiving, by a processor of a computer system executing an application participating in the collaborative document-sharing session, a document to upload to the session. Methods and systems include analyzing a plurality of portions of the document. Methods and systems include based on the analysis of the plurality of portions, identifying a first one or more of the portions of the document containing sensitive information. Methods and systems include using an artificial intelligence system to identify sensitive information contained within the documents. Methods and systems include modifying a copy of the document to block the first one or more of the portions of the document containing sensitive information.

Abstract: A computer-implemented method of handling contacts at a contact center. The method includes the steps of identifying a characteristic associated with a contact received at the contact center, and labeling a contact entity representing the contact with a label identifying the characteristic. In response to receipt of a request from an agent of the contact center to handle the contact based on the label of the contact entity, the contact is assigned to the agent and in response to the agent successfully handling the contact, an agent record associated with the agent, is updated to indicate a proficiency in handling contacts associated with the characteristic.

Abstract: A computer-implemented method of handling contacts at a contact center. The method includes the steps of identifying a characteristic associated with a contact received at the contact center, and labeling a contact entity representing the contact with a label identifying the characteristic. In response to receipt of a request from an agent of the contact center to handle the contact based on the label of the contact entity, the contact is assigned to the agent and in response to the agent successfully handling the contact, an agent record associated with the agent, is updated to indicate a proficiency in handling contacts associated with the characteristic.