Abstract: The technology disclosed herein includes analyzing a transcript of a communications session between a customer operating a customer device and a virtual assistant to determine a customer query; analyzing the customer query to generate supplemental information to respond to the customer query; and providing the supplemental information to the customer device by the virtual assistant.

Abstract: A method and system matching contact center agents and back office staff with a customer inquiry. Exemplary systems include an expert term extraction engine, a customer term extraction engine, and a matching engine to compare customer request terms to the expert terms from the customer term extraction engine. The comparison determines whether there is a match or potential match between the customer request terms and the stored expert terms. An exemplary system may also include a timer that communicates with one or more communication servers. Back office staff may assist contact center agents when one or more conditions are met, such as when a customer wait time exceeds a predetermined period or when there is no match or potential match between the customer request terms and the stored expert terms for contact center agents.

Abstract: Embodiments include systems and methods for receiving an action item trigger by a user of a conferencing application; and in response to receiving the action item trigger, generating spoken words from audio data of a session of the conferencing application; normalizing the spoken words; generating higher-level representations of the normalized spoken words; determining semantic similarities of the higher-level representations of the normalized spoken words and higher level representations of normalized action words of an action word list; ranking options for top spoken words and action words based at least in part on the semantic similarities; identifying candidates for action words and/or phrases from the top spoken words and action words; and parsing the candidates to generate one or more action items.

Abstract: Electronic communication methods and systems for determining sentiment associated with a communication, conveniently displaying indicia of the sentiment information, and scoring the sentiment information are disclosed. The methods and systems can include associating an emoji with a sentiment and annotating information, for example, a highlight reel or a waveform, with the emoji.

Abstract: The technology described herein determines a clout value for a creator of a digital collectible, determines a popularity value of the digital collectible, and aggregates the clout value and the popularity value into an aggregated value for the digital collectible, normalizes the aggregated value and assigns the normalized aggregated value as an assessed value for the digital collectible. The digital collectible may then be converted into a non-fungible token (NFT) having the assessed value.

Abstract: Embodiments include an audio analyzer to analyze audio data received from a user computing system operating as a participant in a conference managed by a conferencing application and to detect one or audio pause conditions; a video analyzer to analyze video data received from the user computing system and to detect one or video pause conditions; and a conferencing manager to automatically pause distribution of the audio data to other participants of the conference when the one or more audio pause conditions are detected and automatically pause distribution of the video data to the other participants when the one or more video pause conditions are detected.

Abstract: Embodiments include an audio analyzer to analyze audio data received from a user computing system operating as a participant in a conference managed by a conferencing application and to detect one or audio pause conditions; a video analyzer to analyze video data received from the user computing system and to detect one or video pause conditions; and a conferencing manager to automatically pause distribution of the audio data to other participants of the conference when the one or more audio pause conditions are detected and automatically pause distribution of the video data to the other participants when the one or more video pause conditions are detected.

Abstract: Electronic communication methods and systems for rating agents and allowing customers for select agents are provided. Exemplary systems include a communication server for connecting a user to a communication with a contact center, a presence system to determine status of one or more agents, a wait-time determination engine to determine a wait time for one or more agents present for the communication, an agent scoring system for determining a score for one or more agents present for the communication, and a routing engine to connect a selected agent to the communication.

Abstract: A communication system adapted to allow participants, during a collaboration event or session, to ask questions while also serving up or providing relevant context to the presenter. This can be done by the participant clicking anywhere on the screen of their display on their client device during an online presentation and then presenting their question (e.g., typing or otherwise entering their input) about that particular portion of the presentation. When a user clicks on their screen during the presentation, a new dialog will open with a screenshot of the point of the presentation that occurred as well as a dialog box to type in a question. When the participant submits their question, a question report can be created and sent to the server. This report may include a user identifier (ID), a timestamp of when the screenshot was taken, the coordinates of the click/selection location, and the question itself.

Abstract: Embodiments include systems and methods for routing a request by a customer to an agent to handle the request. The method includes receiving a request from a customer, analyzing a digital footprint of the customer to determine one or more clout indicators of the customer, analyzing a digital footprint of a plurality of agents to determine one or more clout indicators for at least one of the plurality of agents, and routing the request to a selected one of the plurality of agents based at least in part on the one or more clout indicators of the customer and the one or more clout indicators for at least one of the plurality of agents.

Abstract: Electronic communication methods and systems for determining sentiment associated with a communication, conveniently displaying indicia of the sentiment information, and scoring the sentiment information are disclosed. The methods and systems can include associating an emoji with a sentiment and annotating information, for example, a highlight reel or a waveform, with the emoji.

Abstract: Electronic communication methods and systems for rating agents and allowing customers for select agents are provided. Exemplary systems include a communication server for connecting a user to a communication with a contact center, a presence system to determine status of one or more agents, a wait-time determination engine to determine a wait time for one or more agents present for the communication, an agent scoring system for determining a score for one or more agents present for the communication, and a routing engine to connect a selected agent to the communication.

Abstract: Embodiments include systems and methods for receiving an action item trigger by a user of a conferencing application; and in response to receiving the action item trigger, generating spoken words from audio data of a session of the conferencing application; normalizing the spoken words; generating higher-level representations of the normalized spoken words; determining semantic similarities of the higher-level representations of the normalized spoken words and higher level representations of normalized action words of an action word list; ranking options for top spoken words and action words based at least in part on the semantic similarities; identifying candidates for action words and/or phrases from the top spoken words and action words; and parsing the candidates to generate one or more action items.

Abstract: A communication system adapted to allow participants, during a collaboration event or session, to ask questions while also serving up or providing relevant context to the presenter. This can be done by the participant clicking anywhere on the screen of their display on their client device during an online presentation and then presenting their question (e.g., typing or otherwise entering their input) about that particular portion of the presentation. When a user clicks on their screen during the presentation, a new dialog will open with a screenshot of the point of the presentation that occurred as well as a dialog box to type in a question. When the participant submits their question, a question report can be created and sent to the server. This report may include a user identifier (ID), a timestamp of when the screenshot was taken, the coordinates of the click/selection location, and the question itself.

Abstract: Electronic communication methods and systems for determining sentiment associated with a communication, conveniently displaying indicia of the sentiment information, and scoring the sentiment information are disclosed. The methods and systems can include associating an emoji with a sentiment and annotating information, for example, a highlight reel or a waveform, with the emoji.

Abstract: A method and system matching contact center agents and back office staff with a customer inquiry. Exemplary systems include an expert term extraction engine, a customer term extraction engine, and a matching engine to compare customer request terms to the expert terms from the customer term extraction engine. The comparison determines whether there is a match or potential match between the customer request terms and the stored expert terms. An exemplary system may also include a timer that communicates with one or more communication servers. Back office staff may assist contact center agents when one or more conditions are met, such as when a customer wait time exceeds a predetermined period or when there is no match or potential match between the customer request terms and the stored expert terms for contact center agents.

Abstract: A method and system matching experts or potential experts with an agent request for an expert are disclosed. Exemplary systems include an expert term extraction engine, an agent term extraction engine, and a matching engine to compare agent request terms to the expert terms from the expert term extraction engine and to determine whether there is a match or a potential match between the agent request terms and the extracted expert terms.

Abstract: Electronic communication methods and systems for determining sentiment associated with a communication, conveniently displaying indicia of the sentiment information, and scoring the sentiment information are disclosed. The methods and systems can include associating an emoji with a sentiment and annotating information, for example, a highlight reel or a waveform, with the emoji.

Abstract: A method and system matching experts or potential experts with an agent request for an expert are disclosed. Exemplary systems include an expert term extraction engine, an agent term extraction engine, and a matching engine to compare agent request terms to the expert terms from the expert term extraction engine and to determine whether there is a match or a potential match between the agent request terms and the extracted expert terms.

Abstract: A method and system for transmitting, reviewing, and analyzing mixed-media communications are disclosed. The system includes one or more databases to store information in multiple formats. The information in multiple formats can be reviewed using a single application on a device for easy review and analysis of the mixed media communications.