Abstract: A method for redacting sensitive information from an audio stream, such as a voice signal in a telephone call, in real time is provided. The method includes: receiving an audio stream; conveying the audio stream through a channel that includes a valve; detecting, from within the audio stream, a first event that indicates an onset of sensitive information; closing the valve so that the conveying of the audio stream through the channel is temporarily stopped; detecting, from within the audio stream, a second event that indicates an ending of the sensitive information; and reopening the valve so that the conveying of the audio stream through the channel is resumed. The sensitive information may include payment card industry (PCI) information, such as a card number and/or a card verification value (CVV).

Abstract: Systems and methods for multi-tenant and omni-channel routing are disclosed. In one embodiment, a method for multi-tenant and omni-channel routing may include: (1) a multi-tenant and omni-channel routing computer program executed by an information processing apparatus comprising at least one computer processor receiving, from a first platform in a multi-tenant system, a call to transfer an interaction between the first platform and a third party to a second platform in the multi-tenant system; (2) the multi-tenant and omni-channel routing computer program collecting a context of the interaction from the first platform; (3) the multi-tenant and omni-channel routing computer program identifying the second platform based on the context of the interaction; and (4) the multi-tenant and omni-channel routing computer program routing the interaction to the second platform and communicating the context to the second platform.

Abstract: A method for managing interaction artifacts by using associated metadata is provided. The method includes retrieving, in real-time, a data set from a data channel, the data set relating to an interaction; parsing, by using a model, the data set to identify a data element, the data element relating to a context of the interaction; identifying an artifact that corresponds to the data set by using the data element; determining a retention characteristic for the data set and the corresponding artifact based on the data element and a predetermined guideline; generating metadata for the data set based on at least one from among the data element, the retention characteristic, and the corresponding artifact; and persisting the generated metadata in a centralized metadata repository.

Abstract: Systems and methods for multi-tenant and omni-channel routing are disclosed. In one embodiment, a method for multi-tenant and omni-channel routing may include: (1) a multi-tenant and omni-channel routing computer program executed by an information processing apparatus comprising at least one computer processor receiving, from a first platform in a multi-tenant system, a call to transfer an interaction between the first platform and a third party to a second platform in the multi-tenant system; (2) the multi-tenant and omni-channel routing computer program collecting a context of the interaction from the first platform; (3) the multi-tenant and omni-channel routing computer program identifying the second platform based on the context of the interaction; and (4) the multi-tenant and omni-channel routing computer program routing the interaction to the second platform and communicating the context to the second platform.

Abstract: Systems and methods for providing a secure conversation gateway by which an audio voice stream is made to be replicable and convertible into other media types are provided. The method includes receiving an audio voice data stream; converting the received audio voice data stream into a predetermined media format; and transmitting the converted audio data stream to a user. The method may also include receiving an interaction event that corresponds to the audio data stream; generating metadata based on the interaction event; and applying a machine learning algorithm to the audio data stream and the metadata in order to generate a response that relates to the audio data stream. The method may also include replicating the audio data stream and distributing copies thereof to a set of recipients.

Abstract: A method for automatically scaling a number of robots leveraging interactive sessions to be used within a system infrastructure, dynamically based on workload, is provided. The method includes: receiving a request for a number of robots to be provisioned within the system infrastructure; validating an availability of the requested number of robots; monitoring a CPU utilization and a memory utilization within the system infrastructure; adjusting the requested number of robots based on the CPU utilization and/or the memory utilization; and releasing the adjusted number of robots for facilitating use thereof to perform corresponding tasks within the system infrastructure.

Abstract: Systems and methods for reward account processing using a distributed ledger are disclosed. According one embodiment, at a node in a distributed ledger network for a plurality of reward program participants, the node comprising at least one computer processor, a method for reward account processing using a distributed ledger may include: (1) receiving a request to withdraw an amount of reward points from a customer account for a customer maintained by a distributed ledger; (2) retrieving, from the distributed ledger, a reward points balance for the customer account; (3) verifying that the reward points balance in the customer account is greater than the amount of reward points to be withdrawn; (4) writing a deduction of the amount of reward points from the reward points balance in the customer account to the distributed ledger; and (5) causing a financial instrument to be issued in response to the deduction.

Abstract: A method for redacting sensitive information from an audio stream, such as a voice signal in a telephone call, in real time is provided. The method includes: receiving an audio stream; conveying the audio stream through a channel that includes a valve; detecting, from within the audio stream, a first event that indicates an onset of sensitive information; closing the valve so that the conveying of the audio stream through the channel is temporarily stopped; detecting, from within the audio stream, a second event that indicates an ending of the sensitive information; and reopening the valve so that the conveying of the audio stream through the channel is resumed. The sensitive information may include payment card industry (PCI) information, such as a card number and/or a card verification value (CVV).

Abstract: Systems and methods for multi-tenant and omni-channel routing are disclosed. In one embodiment, a method for multi-tenant and omni-channel routing may include: (1) a multi-tenant and omni-channel routing computer program executed by an information processing apparatus comprising at least one computer processor receiving, from a first platform in a multi-tenant system, a call to transfer an interaction between the first platform and a third party to a second platform in the multi-tenant system; (2) the multi-tenant and omni-channel routing computer program collecting a context of the interaction from the first platform; (3) the multi-tenant and omni-channel routing computer program identifying the second platform based on the context of the interaction; and (4) the multi-tenant and omni-channel routing computer program routing the interaction to the second platform and communicating the context to the second platform.

Abstract: Systems and methods for reward account processing using a distributed ledger are disclosed. According one embodiment, at a node in a distributed ledger network for a plurality of reward program participants, the node comprising at least one computer processor, a method for reward account processing using a distributed ledger may include: (1) receiving a request to withdraw an amount of reward points from a customer account for a customer maintained by a distributed ledger; (2) retrieving, from the distributed ledger, a reward points balance for the customer account; (3) verifying that the reward points balance in the customer account is greater than the amount of reward points to be withdrawn; (4) writing a deduction of the amount of reward points from the reward points balance in the customer account to the distributed ledger; and (5) causing a financial instrument to be issued in response to the deduction.

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back: option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back: option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back: option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back: option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract: A computer-implemented system and method for processing applications for products or services based on solicited offers made to consumers are provided. A plurality of offers are communicated to a plurality of consumer recipients using a computer, each offer being identified by a solicitation identifier and an offer identifier. Offer information of said offers is stored in an offer database that further includes consumer identification information associated with the consumer recipients. A response to a specific offer is received from a specific consumer recipient at a VRU via a communication link with the specific consumer recipient. At least some offer identification data and consumer identification data is received from the specific consumer recipient at the VRU. Data received at the VRU is used to query the offer database to identify other targeted offers targeted to the specific consumer recipient and data associated with those other targeted offers, including consumer identity verification data.