Abstract: A computer-implemented system, a method, and computer products for development and use of a knowledge framework are provided. The system comprises one or more processors and a memory including computer program code. The computer program code is configured to, when executed, cause the one or more processors to perform various tasks. These tasks include receive session data related to responses received from a participant in a session, receive machine learning data, create or enhance the knowledge framework based on the machine learning data and the session data, and create additional machine learning data using the knowledge framework as a source of information. The method performs these tasks, and the computer readable medium contains similar computer program code. The method can perform these tasks with computer synergistic generative artificial intelligence, machine learning, and knowledge framework subsystems.

Abstract: The invention relates to computer-implemented systems and methods for automatically discerning creation of handwritten verbiage (or typed) on a digital display; converting it to digital text objects that have been repaired (e.g., spelling, punctuation, etc.); and then inserting it as Scalable Vector Graphics onto the display.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing content of the interactions to determine an estimate of the amount of time, updating a state of the agent to release the agent for the estimated amount of time, and setting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing content of the interactions to determine an estimate of the amount of time, updating a state of the agent to release the agent for the estimated amount of time, and setting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes determining that a conversation is established with a customer communication device using an asynchronous communication channel, analyzing one or more messages exchanged over the asynchronous communication channel to determine a likelihood of communication disengagement, comparing the likelihood of communication disengagement with a predetermined disengagement threshold, and based on the comparison of the likelihood of communication disengagement with the predetermined threshold, updating a graphical user interface of an agent communication device being used to engage in the conversation.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes receiving a message from a customer communication device, determining that a conversation is already established in association with the customer communication device, including the message among a plurality of messages that are already assigned to the conversation, analyzing the message to determine a topic classification and a topic confidence score for the message, and based on the analysis of the message, determining whether the topic classification determined for the message corresponds to a continuation of a topic classification for the plurality of messages or whether the topic classification determined for the message corresponds to a different topic classification than the topic classification for the plurality of messages.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes determining that a conversation is established with a customer communication device using an asynchronous communication channel, analyzing one or more messages exchanged over the asynchronous communication channel to determine a likelihood of communication disengagement, comparing the likelihood of communication disengagement with a predetermined disengagement threshold, and based on the comparison of the likelihood of communication disengagement with the predetermined threshold, updating a graphical user interface of an agent communication device being used to engage in the conversation.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes receiving a message from a customer communication device, determining that a conversation is already established in association with the customer communication device, including the message among a plurality of messages that are already assigned to the conversation, analyzing the message to determine a topic classification and a topic confidence score for the message, and based on the analysis of the message, determining whether the topic classification determined for the message corresponds to a continuation of a topic classification for the plurality of messages or whether the topic classification determined for the message corresponds to a different topic classification than the topic classification for the plurality of messages.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing content of the interactions to determine an estimate of the amount of time, updating a state of the agent to release the agent for the estimated amount of time, and setting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.

Abstract: A real-time or non-real-time communication from a customer communication endpoint is received. A work item is generated that represents the real-time or non-real-time communication. For example, a real-time voice communication is received and tracked in a contact center as a work item. First data from an external data service provider (DSP) is consumed. For example, the first data is received from an Experian® data service. The first data is natively provided by the external DSP in a first format. For example, the first format may be in Extended Markup Language (XML). The first data is converted into second data in a second format for use in a contact center. The second data in the second format is used to: 1) select a first offer from multiple offers; and 2) route the work item and the first selected offer to a communication element (e.g., an agent communication endpoint).

Abstract: A new routing protocol for routing service requests in a contact center is provided that takes into account the results of games played by the agents and the game actions of the agents. The system communicates the game to the agent. Agents in turn select game actions. The results of the agent games and the agent actions in these games help determine which agents handle the different types of service requests. The routing protocol takes account of those game results and actions while still routing calls in a systematic, coordinated and efficient manner. Additionally, by dynamically restructuring the game, management may communicate incentives dynamically to agents to incentivize agents to change their game actions in ways that lead to call routing following management priorities. Management may further influence routing by adjusting management preferences, which may be taken into account along with agent game results and game actions when routing calls.

Abstract: A new routing protocol for routing service requests in a contact center is provided that takes into account agent preferences. Agents identify their preferences for handling particular types of service requests. The routing protocol takes account of those preferences while still routing calls in a systematic, coordinated and efficient manner. Additionally, management may communicate incentives dynamically to agents to incentivize agents to change their preferences in ways that corresponds to management priorities. Management may further influence routing by adjusting management preferences, which may be taken into account along with agent preferences when routing calls. By incorporating agent preferences in the routing scheme, agents are given more control over their work, thus tending to increase job satisfaction and therefore agent retention and contact-center performance.