Abstract: An adaptive virtual assistant system can be configured to change an attribute of a virtual assistant based on user responses, environmental conditions, and/or topics of discussion. For example, the virtual assistant system can determine, based at least in part on user data, a communication profile that is associated with the virtual assistant and determine first communication data comprising a first communication attribute based on the communication profile. In some instances, the system can transmit the first communication data to a user device and receive, from the user device, input audio data representing a user utterance. Based at least in part on the input audio data, the system can determine second communication data comprising a second communication attribute and transmit the second communication data to the user device.

Abstract: This disclosure describes management of a contact center executing in a service provider network. The management may be performed by using one or more trained deep learning/machine learning (ML) models. The ML models may be trained using metrics and data gathered from the various services and systems in the service provider network used to implement the contact center. The trained models may be used for forecasting staffing needs, e.g., agents, for the contact center, scheduling agents, detecting anomalies with regard to customer traffic, e.g., received communications from customers, at the contact center, adherence of agents to the scheduling, and dynamically routing of received communications to appropriate agents (e.g., based on skills of the agent and other factors) for handling of the communications.

Abstract: Systems for providing a contact center system detect patterns in the behavior of service agent users and customers having a customer service issue. The system records activity data describing interactions of the users with a virtualized contact center and with each other; the activity data is aggregated and then analyzed (e.g., using a machine learning engine) to measure one or more metrics that define a behavior pattern. The analysis identifies an intent expressed by customers having a common issue, and further identifies attributes of the intent as well as the actions taken by the service agents in response to the intent. The system uses the analysis to generate a workflow of potential interactions that resolve the issue. The system automates the workflow by generating and deploying a computerized service agent configured to interact with customers of a contact center and execute the workflow.

Abstract: A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.

Abstract: A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.

Abstract: An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI). The system displays a first visual indicator that graphically highlights a first visual display object to indicate that a first instruction block is active. The system executes the first instruction block and outputs a first prompt via a communication interface, the communication interface to simulate a telephone communication with the interactive contact workflow system. The system receives a first response to the first prompt from a GUI element, identifies a first command to execute a second instruction block based at least in part on the first response to the first prompt, and displays a second visual indicator that graphically connects the first visual display object to a second visual display object within the GUI, the second visual display object corresponding to the second instruction block of the interactive contact workflow system.

Abstract: Various embodiments provide techniques for geographic navigation via one or more block views. According to some embodiments, a block view can include a visual image of a geographic location that is visually similar to a panoramic image. In some example implementations, a block view can be scrolled to navigate images of a geographic location. In one or more embodiments, a bubble view can be displayed of one or more locations within the block view. The bubble view can include a zoomed image of one or more aspects of a block view. Further to some embodiments, a map view can be utilized along with the block view and/or the bubble view. The map view can include a two-dimensional representation of the geographic location from an aerial perspective, and can include a more general level of detail concerning the geographic location, such as streets, cities, states, bodies of water, and so on.

Abstract: Architecture that enables single and multi-modal interaction with computing devices, as well as interpreting user intensity (or liveliness) in the gesture or gestures. In a geospatial implementation, a multi-touch interaction can involve the detection and processing of tactile pressure (touch sensitive) to facilitate general navigation between two geographical points. This is further coupled with providing detailed information that facilitates navigation and turn-by-turn directions. This includes the use of time and/or pressure to release or increase the zoom level of map tiles, the touching of the two geographical points and speaking to obtain directions between these two geographical points, and the blending of tiles to create a compelling user experience, where the map is in different levels of zoom on the same view.

Abstract: Technologies are disclosed for providing an onboarding service within a service provider network for on-demand creation of a contact center. Information associated with an account of a user at the service provider network is utilized to begin creating the contact center. Based upon input from the user, a directory of authorized users and storage for the contact center are created using services available within the service provider network. Encryption keys are created for encrypting customer call recordings and customer phone numbers in the storage. An initial user for handling calls is specified and a call queue is created. A routing profile is created to route calls from the call queue to the initial user. Available phone numbers are provided to the user for the selection of a phone number for accessing the contact center. One this data has been specified, the contact center can be activated for use.

Abstract: Technologies are disclosed for providing an onboarding service within a service provider network for on-demand creation of a contact center. Information associated with an account of a user at the service provider network is utilized to begin creating the contact center. Based upon input from the user, a directory of authorized users and storage for the contact center are created using services available within the service provider network. Encryption keys are created for encrypting customer call recordings and customer phone numbers in the storage. An initial user for handling calls is specified and a call queue is created. A routing profile is created to route calls from the call queue to the initial user. Available phone numbers are provided to the user for the selection of a phone number for accessing the contact center. One this data has been specified, the contact center can be activated for use.

Abstract: An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI) of an interactive contact run-time environment. The interactive contact workflow system receives a request to execute a first instruction block of the contact workflow within the interactive contact run-time environment, generates a communication interface to facilitate simulated electronic communication between the GUI and the interactive contact run-time environment, and provides a first visual indicator for display within the GUI that graphically highlights the first instruction block within the GUI to indicate that the first instruction block is active. The interactive contact workflow system then executes the first instruction block by sending a first prompt of the first instruction block to the communication interface to cause the communication interface to provide the first prompt to an audio output interface.

Abstract: An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI) of an interactive contact run-time environment. The interactive contact workflow system receives a request to load response data for a previously recorded interaction with the contact workflow, retrieves the response data from a data store of stored response data, and receives a request to execute a first instruction block of the contact workflow within the interactive contact run-time environment. The interactive contact workflow system then executes the first instruction block by providing the first audio prompt of the first instruction block to an audio output interface of the client device, and provides a response from the response data to the first instruction block as a response to the first audio prompt.

Abstract: Various embodiments provide techniques for geographic navigation via one or more block views. According to some embodiments, a block view can include a visual image of a geographic location that is visually similar to a panoramic image. In some example implementations, a block view can be scrolled to navigate images of a geographic location. In one or more embodiments, a bubble view can be displayed of one or more locations within the block view. The bubble view can include a zoomed image of one or more aspects of a block view. Further to some embodiments, a map view can be utilized along with the block view and/or the bubble view. The map view can include a two-dimensional representation of the geographic location from an aerial perspective, and can include a more general level of detail concerning the geographic location, such as streets, cities, states, bodies of water, and so on.

Abstract: Various embodiments provide techniques for geographic navigation via one or more block views. According to some embodiments, a block view can include a visual image of a geographic location that is visually similar to a panoramic image. In some example implementations, a block view can be scrolled to navigate images of a geographic location. In one or more embodiments, a bubble view can be displayed of one or more locations within the block view. The bubble view can include a zoomed image of one or more aspects of a block view. Further to some embodiments, a map view can be utilized along with the block view and/or the bubble view. The map view can include a two-dimensional representation of the geographic location from an aerial perspective, and can include a more general level of detail concerning the geographic location, such as streets, cities, states, bodies of water, and so on.

Abstract: One or more techniques and/or systems are provided for transitioning between user experience modes. That is, a device may comprise a computing environment (e.g., an operating system, a social network application, a user interface, a communication application, etc.). A first user experience mode may be applied to the computing environment based upon interaction by a first user (e.g., text may be displayed in English, a first email account of the first user may be provided, a high contrast display mode may be applied, etc.). Responsive to detecting transfer of the device to a second user (e.g., the first user may rotate the device towards the second user), the computing environment may be transitioned to a second user experience mode (e.g., text may be displayed in French, an email application may be logged out of the first email account and into a second email account of the second user, etc.).

Abstract: Various devices may include a short-range wireless transmitter and/or one or more short-range wireless readers. When a first device including the transmitter is placed near a second device including the one or more readers, a relative location of the first device may be determined. Information regarding the relative location of the first device, may be used to facilitate use of the first device with a processing device. In one embodiment, the processing device may automatically configure itself, such that the first device may be used with the processing device. In another embodiment, the processing device may provide feedback, such as, for example, step-by-step instructions to facilitate setup and use of the first device with the processing device. In some embodiments, an application program interface may provide information about the device to an application executing on the processing device.

Abstract: A secure memory device and method for obtaining and securely storing information relating to a life moment is disclosed. In the method, a parameter is received and inputted in a search heuristic. A search is made for the information according to the search heuristic and, upon finding the information, metadata is appended to the information. The information and metadata is then stored in a secure memory location. The secure memory location has a housing fabricated to withstand a predetermined stress, a detachable connection to a computer and a memory that stores the information and protects it from unauthorized deletion. In some embodiments, the stored information may be selectively deleted in a safe and controlled manner.

Abstract: Architecture that enables single and multi-modal interaction with computing devices, as well as interpreting user intensity (or liveliness) in the gesture or gestures. In a geospatial implementation, a multi-touch interaction can involve the detection and processing of tactile pressure (touch sensitive) to facilitate general navigation between two geographical points. This is further coupled with providing detailed information that facilitates navigation and turn-by-turn directions. This includes the use of time and/or pressure to release or increase the zoom level of map tiles, the touching of the two geographical points and speaking to obtain directions between these two geographical points, and the blending of tiles to create a compelling user experience, where the map is in different levels of zoom on the same view.

Abstract: Various devices may include a short-range wireless transmitter and/or one or more short-range wireless readers. When a first device including the transmitter is placed near a second device including the one or more readers, a relative location of the first device may be determined. Information regarding the relative location of the first device, may be used to facilitate use of the first device with a processing device. In one embodiment, the processing device may automatically configure itself, such that the first device may be used with the processing device. In another embodiment, the processing device may provide feedback, such as, for example, step-by-step instructions to facilitate setup and use of the first device with the processing device. In some embodiments, an application program interface may provide information about the device to an application executing on the processing device.

Abstract: A distinction is made between input mechanisms to determine which input mechanism was used to activate a start menu. A start menu is selected that corresponds to the input mechanism that was used to activate it. Further data corresponding to start menu interaction is received, and action is taken via based on the further interaction. For example, upon detecting activation of a start menu, how the start menu was activated from among activation types is used to present a first start menu/behavior for a first activation type, which may differ from a second start menu/behavior activated via a second activation type. For example, a determination may be made as to whether a start menu was invoked via a pointing device or via keyboard; when via keyboard, a search entry region may be provided, by which a user may directly enter search criteria via the keyboard.