Abstract: A method is provided. The method comprises a computer performing receiving notice of an incoming inquiry originated by a customer device. The method further comprises the computer performing instantiating a session with the customer device, the session performing comprising the computer combining chatbot functionality and flow control functionality. The method further comprises the computer performing a prompt to the customer device, the prompt comprising a set of valid selections. The method further comprises the computer performing receiving a selection from the customer device. The method further comprises the computer, performing based on the received selection, at least one of providing information to the customer device and routing the inquiry.

Abstract: Disclosed herein are database metadata transfer systems and methods thereof. The database metadata transfer methods may include receiving a command to transfer preproduction metadata to production metadata; reading preproduction database metadata; generating a data file for making the change, the data file comprising SQL commands or insert statements; and executing a transfer from preproduction metadata to production metadata based on the SQL commands or insert statements. In some embodiments, the database may be a call center database and the data file may an Extensible Markup Language (XML) file.

Abstract: In a call center, voice recordings of calls with callers can be analyzed to determine an emotional state metric, e.g. based on the pitch, volume, etc. of the voice sample waveform. A sentiment metric can be determined from words spoken in the sample. The emotional state metric and the sentiment metric may be combined to generate a caller state metric. The caller state metric may trigger subsequent actions, such as transferring calls to call agents or supervisors, and identifying points within voice scripts that can be improved.