Abstract: A system and method are presented relating to emotion-based action recommendations. The present invention may include a recommender engine that analyzes several pieces of information and using artificial intelligence derived models, provides a course of action for a contact center agent and the probability and estimations behind the recommendation as a justification. System inputs include cost of the item or service being troubleshooted, estimated costs for different resolutions, cost of each escalation level of the interaction, history of previous interactions, agent costs, history of the current interaction, acoustic events and sentiment or primary detected emotions of the customer's transcript. The recommended course of action, rationale, and authorization can be provided as output. The system may record whether the agent followed the recommendation to improve further recommendations.

Abstract: A system and method are presented relating to emotion-based action recommendations. The present invention may include a recommender engine that analyzes several pieces of information and using artificial intelligence derived models, provides a course of action for a contact center agent and the probability and estimations behind the recommendation as a justification. System inputs include cost of the item or service being troubleshooted, estimated costs for different resolutions, cost of each escalation level of the interaction, history of previous interactions, agent costs, history of the current interaction, acoustic events and sentiment or primary detected emotions of the customer's transcript. The recommended course of action, rationale, and authorization can be provided as output. The system may record whether the agent followed the recommendation to improve further recommendations.

Abstract: In one aspect of this disclosure, a voice-operated internet-ready ubiquitous computing device and a method implemented by the computing device are disclosed. A sound input associated with a user is received at the first computing device, and in response to receiving the sound input, the first computing device establishes a voice session associated with the user. The first computing device then determines a session quality associated with the voice input, and sends the session quality to a further computing device such as a second computing device or a server. The first computing device will receive a request to transfer the voice session to a second computing device; and in response to receiving the request, transfers the voice session to the second computing device.

Abstract: In one aspect of this disclosure, a voice-operated internet-ready ubiquitous computing device and a method implemented by the computing device are disclosed. A sound input associated with a user is received at the first computing device, and in response to receiving the sound input, the first computing device establishes a voice session associated with the user. The first computing device then determines a session quality associated with the voice input, and sends the session quality to a further computing device such as a second computing device or a server. The first computing device will receive a request to transfer the voice session to a second computing device; and in response to receiving the request, transfers the voice session to the second computing device.