Abstract: Systems, methods, and computer-readable media are disclosed for determining a synthetic audible utterance regarding a product, processing the audible utterance via a catalog service to determine a result and determining the relevance of the result and/or success of the catalog service for benchmarking, marketing, and catalog service improvement purposes. The audible utterance may be based on the product and/or product information as well as an intended action to be performed by the catalog service corresponding to the synthetic utterance. A relevance score may be generated using an embedding algorithm to determine the accuracy and/or appropriateness of the action performed by the catalog service.

Abstract: Technologies are provided for generation of recommendation results using a verbal query. In one embodiment, query data can be generated using a searchable query corresponding to the verbal query. The query data can define a query browse node and a product brand, for example. First product identifiers that match the searchable query can be determined using multiple data repositories. Duplicates from the first product identifiers can be removed, resulting in second product identifiers. Attribute data also can be generated using the second product identifiers. The attribute data can define features for a product identifier. Further, third product identifiers can be determined by applying a filtering model to the second product identifiers. A ranking of the third product identifiers can be generated using an optimization function based on the query data and the product attribute data. A product corresponding to one of the ranked product identifiers represents a recommendation result.

Abstract: Techniques for natural language searches are described. In an example, a computer system receives a search associated with a computing device. Based on the search, the computer system determines first search results from a first data source and associated with a first type and second search results from a second data source and associated with a type. The computer system also determines a context associated with at least one of the computing device or a user. Based on the context, the computer system generates instructions associated with a presentation of the first search results and the second search results at a user interface of the computing device. The instructions indicate a first presentation order of the first search results and the second search results and a second presentation order of search results within the first search results. The computer system sends the instructions to the computing device.

Abstract: Systems and methods are described herein for generating an adaptive response to a user request. Input indicative of a user request may be received and utilized to identify an item in an electronic catalog. Title segments may be identified from the item's title. Significant segments of the user request may be determined. In response to the user request, a shortened title may be generated from the identified title segments and provided as output at the user device (e.g., via audible output provided at a speaker of the user device, via textual output, or the like). At least one of the title segments provided in the shortened title may correlate to the significant segment identified from the user request. In some embodiments, the length and content of the shortened title may vary based at least in part on the contextual intent of the user's request.

Abstract: Techniques for natural language searches are described. In an example, a computer system receives a search associated with a computing device. Based on the search, the computer system determines first search results from a first data source and associated with a first type and second search results from a second data source and associated with a type. The computer system also determines a context associated with at least one of the computing device or a user. Based on the context, the computer system generates instructions associated with a presentation of the first search results and the second search results at a user interface of the computing device. The instructions indicate a first presentation order of the first search results and the second search results and a second presentation order of search results within the first search results. The computer system sends the instructions to the computing device.

Abstract: A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.

Abstract: A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.

Abstract: A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.

Abstract: A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.

Abstract: A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.

Abstract: A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.

Abstract: A system, device and method is provided for handling customer-agent interactions. An unsuccessful interaction may be detected between a customer and a first agent unable to resolve a problem. A successful interaction may be detected between the customer and a second agent that resolves the problem. The first agent may be sent a report summarizing the successful interaction by the second agent.

Abstract: A system includes a recording server connected to a private branch exchange (PBX) and/or an interface device, where the connected PBX and/or interface device are each connected to an electronic communication network. The PBX provides at least a first portion of a mobile communication on the electronic communication network to the recording server, and the interface device provides a second portion of the mobile communication to the recording server, wherein the recording server, the PBX, and, if connected to the recording server, the interface device are each assigned to a same organization. A method provides a mobile device and a PBX each registered to an organization, a smart client enforces a policy regarding at least one of incoming mobile communications and outgoing mobile communications on the mobile device, providing a recording server connected to the PBX and simulating an extension of the PBX, conferencing a recording server and recording content.

Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

Abstract: System and method for recording communication sessions in a peer-to-peer communication networks. A conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media.

Abstract: A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed.

Abstract: System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services.

Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.