Abstract: The present disclosure provides, among other things, methods including: conducting a video conference over a network comprising a local node, utilized by a local participant, and remote nodes associated with remote participants; storing a result of an analysis of the video conference in a data structure comprising video conference information; and updating a data model used to automatically determine a participant decision based on the analysis of the data structure.

Abstract: The technology disclosed herein enables user notification of word inconsistencies to indicate session quality. In a particular embodiment, a method includes, during a communication session between a first endpoint operated by a first participant and a second endpoint operated by a second participant, determining a first number of words spoken by the first participant during a period of time based on sound captured by the first endpoint for inclusion on the communication session. The method also includes determining a second number of the words spoken by the first participant during the period of time based on audio received at the second endpoint via the communication session. Upon determining that an inconsistency exists between the first number and the second number, the method includes notifying at least one of the first participant and the second participant about the inconsistency.

Abstract: The present disclosure provides, among other things, methods and systems of managing communications, the method including: receiving a first communication; obtaining a user profile; comparing a user property from the user profile with a first content and a second content in the first communication; determining a first relevancy of the first content and a second relevancy of the second content; configuring a first content layout of the first communication based on the first relevancy and the second relevancy; and displaying the first content layout

Abstract: Electronic conferences allow participants to join lectures, meetings, and other events remotely via connection of a computing device to a network. The quality received by each node may not be ideal, or even satisfactory. Presenters of the conference content are made aware of the state of the participants by determining, at the end device receiving the conference, a quality of the conference. A monitoring node, such as a communication device utilized by a presenter, may then provide indications of the quality received. If a presentation comprises video images that are out of sync with the audio, as observed by a participant's device, the presenter is notified and/or the operation of the presenting device modified.

Abstract: The technology disclosed herein enables presentation of trending thread identifiers in group conversations. In a particular embodiment, a method provides determining posting characteristics for posts in a conversation thread between users in a group of users. The posting characteristics include a current topic for the conversation thread. Based on the posting characteristics, the method provides determining an importance of the conversation thread to the group. In response to the importance satisfying trending criteria, the method provides presenting an indication that the trending criteria is satisfied in association with an identifier of the conversation thread. The identifier is presented with identifiers for one or more other conversation threads associated with the group.

Abstract: Video conferencing systems are popular means for remote parties to interact in real-time. A user may wish to emphasize certain visual elements of the video conference, for example, a company's logo or the contents of a whiteboard may be important to remain clearly seen by the viewers of the video conference. As elements are obscured, a previously captured image of the obscured visual element may be overlaid on top of the obscuring image to visual remove the obscuring object. Additionally, certain visual elements may be enhanced, such that a small visual element may appear larger or clearer within the video image.

Abstract: The present disclosure provides, among other things, methods and systems of managing communications, the methods and systems including: receiving a first group communication from a first group; determining, based on the first group communication, a first group sentiment; receiving a first communication with a request to send the first communication to the first group; determining, based on the first communication, a first communication sentiment; comparing the first group sentiment with the first communication sentiment; and based on the comparing, performing an action on the request to send the first communication.

Abstract: A live video stream, such as one provided by a participant of a video conference, may comprise images of private information that the participant does not wish to provide. Object images captured by a camera are detected and inventoried along with descriptors of the object image. The descriptors are compared to private image identifiers, which define image attributes and/or categories of images. If a match occurs between at least one descriptor and at least one private image identifier, the object image is considered private and a substitute image is provided in place of the object image in a processed video image. The processed video image is then provided to the video conference. Additionally, conference profiles may categorize objects considered private for a particular type of video conference (e.g., work, friends, family, etc.).

Abstract: Providing speech-to-text (STT) transcription by a user endpoint device includes initiating an audio communication between an enterprise server and the user endpoint device, the audio communication comprising a voice interaction between a user associated with the user endpoint device and an agent associated with an agent device to which the enterprise server routes the audio communication; performing a first STT of at least a portion of the voice interaction to produce a first transcribed speech in a first language; concurrent with performing the first STT, performing, by the user endpoint device, a second STT of the at least the portion of the voice interaction to produce a second transcribed speech in a second language different than the first language, and transmitting the at least the portion of the voice interaction and at least the first transcribed speech from the user endpoint device to the enterprise server.

Abstract: The technology disclosed herein enables presentation of haptic alerts to a user (e.g., agent, supervisor, or other human resource of a contact center) regarding events of a contact center. In a particular embodiment, a method provides identifying a first event at a user system operated by the user. The first event is associated with operation of a contact center staffed with a plurality of agents. The method further provides determining that a first haptic alert corresponds to the first event and directing a haptic device in contact with the user's body to generate the first haptic alert for the user.

Abstract: Systems and methods of the present disclosure include receiving, at a user device associated with a first user of a plurality of users participating in a group chat conversation, electronic messages from one or more of the plurality of users, identifying data in a first message of the electronic messages associated with a topic, determining, based on the identified data, the first message is associated with the topic, receiving a request from the first user, and, in response to the request, rearranging the electronic messages in a user interface of the user device based on topic associations.

Abstract: Systems and methods of the present disclosure include receiving, with a processor, audio from a first user device associated with a first user participating in the communication session; determining, by the processor, the audio comprises a level of noise; determining, by the processor, the level of noise exceeds a threshold level; and based on determining the level of noise exceeds the threshold level, one or more of generating, by the processor, a warning for the first user and generating, by the processor, a graphical illustration of the level of noise for the first user in the communication session.

Abstract: Delivering a transcribed voice message includes detecting receipt of a voice message for delivery to a user, the voice message related to an incoming call for the user; determining a current presence of the user on at least one of a plurality of messaging channels in real time during receipt of the voice message; transcribing the voice message to text in real time; and delivering, in real time, the transcribed voice message to the at least one messaging channel on which the current presence of the user is determined. Delivering the transcribed voice message can also include receiving from the user initial identification of different user accounts, along with authorizations and permissions.

Abstract: Customers can become bored with an interaction with an agent. By providing speech and/or images, of a celebrity disguising the speech, and/or image, of the agent, customers can appear to interact with a particular celebrity. As a result, customers are more likely to stay engaged and have a positive experience. The celebrity, or a particular persona of a celebrity, may be selected from customer preferences and/or a purpose of the call. For example, a movie star's role may have a persona, such as a “heavy,” suitable for collection calls (audio or audio-video), whereas a scientific or technical innovator may be selected for technical support calls.

Abstract: Systems, methods, and software to provide intelligent detection and automatic correction of erroneous audio settings in a video conference. Electronic conferences can often be the source of frustration and wasted resources as participants may be forced to contend with extraneous sounds, such as background/ambient noises, or conversations not intended for the conference, provided by an endpoint that should be muted. Similarly, participants may speak with the intention of providing their speech to the conference while their associated endpoint is muted. As a result, the conference may be awkward and lack a productive flow while endpoints are erroneously muted or non-muted. By intelligently processing at least the video portion of a video conference, endpoints/participants may be prompted to mute/unmute or automatically muted/unmuted.

Abstract: Aspects of the present disclosure include monitoring a contact's communication device while a communication session is in a hold state to determine a sentiment of the contact. Natural language recognition and natural language processing are used to determine a sentiment score of the contact based on overheard communications while the communication session is in the hold state. Then, an action is performed based on the sentiment score of the contact.

Abstract: The present disclosure provides, among other things, methods and systems of managing communications, the methods and systems including: receiving a first meeting communication; receiving a second meeting communication; determining at least one matching variable in common between the first meeting communication and the second meeting communication; comparing a property of the at least one matching variable to a first threshold to determine a configuration of an organizational action; and based on the comparison of the property, performing the organizational action

Abstract: Real-time modification of audio of humans allows for the audio to be modified so that an expression of a subject human may be changed. Customer service agents may have more successful interactions with customers if they provide vocalization attribute in their speech that are appropriate, such as to provide a particular emotional state. By determining an appropriate vocalization attribute, and any deviation from a customer service agent's current vocalization attribute, a modification to the audio of the customer service agent's speech may be determined and applied. As a result, agents may not have a vocalization attribute that is best suited to successfully resolve a purpose of the interaction, altered to have the customer be presented with the customer service agent's speech having the best-suited vocalization attribute.

Abstract: Delivering a transcribed voice message includes detecting receipt of a voice message for delivery to a user, the voice message related to an incoming call for the user; determining a current presence of the user on at least one of a plurality of messaging channels in real time during receipt of the voice message; transcribing the voice message to text in real time; and delivering, in real time, the transcribed voice message to the at least one messaging channel on which the current presence of the user is determined. Delivering the transcribed voice message can also include receiving from the user initial identification of different user accounts, along with authorizations and permissions.

Abstract: Embodiments are directed to controlling playback of recordings. The recording can comprise an audio recording, audio/visual recording, voicemail message, or other recording having an audio component. According to one embodiment, a method can comprise capturing an audio recording of speech of at least one person and determining, a context for each of a plurality of portions of the audio recording based on natural language processing of the audio recording. One or more transition points between the portions of the audio recording can be identified. Each transition point can indicate a change in the determined context between the portions. A playback interface providing a representation of the audio recording and each of the identified transition points can be presented and the audio recording can be played based on input received through the playback interface.