Abstract: In a contact center apparatus, a method for generating recognized text based upon verbal data, comprising: receiving verbal data from a user; applying a natural language understanding engine the verbal data to generate phonetic representation text, the phonetic representation text configured as a phonetic representation of the verbal data; applying a language reinforcement engine to the phonetic representation text to generate recognized text, the recognized text identifying a word associated with the verbal data; and directing the user to a contact center resource based upon the recognized text.

Abstract: Embodiments of the innovation relate to, in a contact center apparatus, a method for identifying an incident associated with a service provided by a service provider. The method comprises: receiving real-time data from a data source, the real-time data identifying a reported incident associated with a service; applying the real-time data to an incident recognition model, the incident recognition model configured to identify a state of the service provided by the service provider; in response to applying the real-time data to an incident recognition model, identifying one of an absence of a service incident and a presence of a service incident associated with the service provider; and in response to identifying the presence of the service incident, outputting an incident notification to a contact center agent device.

Abstract: Embodiments of the innovation relate to, in a contact center apparatus, a method for recognizing user intent associated with user interaction with the contact center apparatus.

Abstract: A method, apparatus and computer program product for providing automatic resource distribution is presented. A number of ports of a resource to hold (H) as needed for each Multi Media Platform (MPP) is determined. Further, the maximum number of ports of a resource that can be acquired (M)—M?H of which are borrowed from other MPPs—for each MPP is also determined. The ports are then allocated for an MPP from at least one server in accordance with the number of ports to hold as needed and the number of ports that can be borrowed.

Abstract: A computer-based virtual assistant includes a virtual assistant application running on a computer capable of receiving human voice communications from a user of a remote user interface and transmitting a vocalization to the remote user interface, the virtual assistant application enabling the user to access email and voicemail messages of the user, the virtual assistant application selecting a responsive action to a verbal query or instruction received from the remote user interface and transmitting a vocalization characterizing the selected responsive action to the remote user interface, and the virtual assistant waiting a predetermined period of time, and if no canceling indication is received from the remote user interface, proceeding to perform the selected responsive action, and if a canceling indication is received from the remote user interface halting the selected responsive action and transmitting a new vocalization to the remote user interface. Also a method of using the virtual assistant.

Abstract: A computer-based virtual assistant includes a virtual assistant application running on a computer capable of receiving human voice communications from a user of a remote user interface and transmitting a vocalization to the remote user interface, the virtual assistant application enabling the user to access email and voicemail messages of the user, the virtual assistant application selecting a responsive action to a verbal query or instruction received from the remote user interface and transmitting a vocalization characterizing the selected responsive action to the remote user interface, and the virtual assistant waiting a predetermined period of time, and if no canceling indication is received from the remote user interface, proceeding to perform the selected responsive action, and if a canceling indication is received from the remote user interface halting the selected responsive action and transmitting a new vocalization to the remote user interface. Also a method of using the virtual assistant.

Abstract: Systems and techniques for analyzing voice recognition results in order to improve efficiency and accuracy of voice recognition. When a voice activated module undertakes a voice recognition attempt, it invokes a voice recognition module that constructs a list of voice recognition results. The list is analyzed by a results postprocessor that employs information relating to past recognition results and user information to make changes to the list. The results postprocessor may delete results that have been previously rejected during a current recognition transaction and may further alter and reorder the results list based on historical results. The results postprocessor may further alter and reorder the results list based on information relating to the user engaging in the recognition attempt.

Abstract: A method of handling an interrupted call on a communication terminal, which includes updating a task model table including a plurality of informational fields related to a task performed during a call placed on the terminal, and restarting the task at a location corresponding to where the task stopped executing when the call was interrupted using the informational fields in the task model table.

Abstract: Systems and techniques for improved user prompting. A system according to one aspect of the invention includes a central server hosting various modules providing services to users. The modules suitably employ voice recognition in order to interpret user inputs. Each module has access to user information that includes information indicating the user's experience with each function of each module. When a module needs to issue a prompt to the user, it retrieves and examines the user information to determine the user's experience with the module and function. Suitably, each module is operative to categorize a user as belonging to an experience category, such as novice, intermediate and expert based on the user's level of experience with the function. The module selects a prompt associated with the user's level of experience with the function and presents it to the user.

Abstract: Embodiments provide a distributed file fuzzing environment. In an embodiment, a number of computing devices can be used as part of a distributing fuzzing system. Fuzzing operations can be distributed to the number of computing devices and processed accordingly. A group or team can be defined to process particular fuzzing operations that may be best suited to the group. The time required to perform a fuzzing operation can be reduced by distributing the fuzzing work to the number of computing devices. A client can be associated with each computing device and used in conjunction with fuzzing operations.

Abstract: A call handling system includes a call handling device arranged between a user's phone and a telephone network. The call handling device detects an incoming call to the user's phone and forwards a message to the user including information about the incoming call to a mobile device held by a user over a two-way interface. Furthermore, the call handling device allows the user to send instructions regarding how to handle the call from the mobile device over the two-way interface.

Abstract: A computer-based virtual assistant includes a virtual assistant application running on a computer capable of receiving human voice communications from a user of a remote user interface and transmitting a vocalization to the remote user interface, the virtual assistant application enabling the user to access email and voicemail messages of the user, the virtual assistant application selecting a responsive action to a verbal query or instruction received from the remote user interface and transmitting a vocalization characterizing the selected responsive action to the remote user interface, and the virtual assistant waiting a predetermined period of time, and if no canceling indication is received from the remote user interface, proceeding to perform the selected responsive action, and if a canceling indication is received from the remote user interface halting the selected responsive action and transmitting a new vocalization to the remote user interface. Also a method of using the virtual assistant.

Abstract: A computer-based virtual assistant includes a virtual assistant application running on a computer capable of receiving human voice communications from a user of a remote user interface and transmitting a vocalization to the remote user interface, the virtual assistant application enabling the user to access email and voicemail messages of the user, the virtual assistant application selecting a responsive action to a verbal query or instruction received from the remote user interface and transmitting a vocalization characterizing the selected responsive action to the remote user interface, and the virtual assistant waiting a predetermined period of time, and if no canceling indication is received from the remote user interface, proceeding to perform the selected responsive action, and if a canceling indication is received from the remote user interface halting the selected responsive action and transmitting a new vocalization to the remote user interface. Also a method of using the virtual assistant.

Abstract: A computer-based virtual assistant includes a virtual assistant application running on a computer capable of receiving human voice communications from a user of a remote user interface and transmitting a vocalization to the remote user interface, the virtual assistant application enabling the user to access email and voicemail messages of the user, the virtual assistant application selecting a responsive action to a verbal query or instruction received from the remote user interface and transmitting a vocalization characterizing the selected responsive action to the remote user interface, and the virtual assistant waiting a predetermined period of time, and if no canceling indication is received from the remote user interface, proceeding to perform the selected responsive action, and if a canceling indication is received from the remote user interface halting the selected responsive action and transmitting a new vocalization to the remote user interface. Also a method of using the virtual assistant.

Abstract: A computer-based virtual assistant includes a virtual assistant application running on a computer capable of receiving human voice communications from a user of a remote user interface and transmitting a vocalization to the remote user interface, the virtual assistant application enabling the user to access email and voicemail messages of the user, the virtual assistant application selecting a responsive action to a verbal query or instruction received from the remote user interface and transmitting a vocalization characterizing the selected responsive action to the remote user interface, and the virtual assistant waiting a predetermined period of time, and if no canceling indication is received from the remote user interface, proceeding to perform the selected responsive action, and if a canceling indication is received from the remote user interface halting the selected responsive action and transmitting a new vocalization to the remote user interface. Also a method of using the virtual assistant.

Abstract: A computer-based virtual assistant the behavior of which can be changed by the user, comprising a voice user interface for inputting information into and receiving information from the virtual assistant by speech, a communications network, a virtual assistant application running on a remote computer, the remote computer being electronically coupled to the user interface via the communications network, wherein the behavior of the virtual assistant changes responsive to user input.

Abstract: A method of handling an interrupted call on a communication terminal, which includes updating a task model table including a plurality of informational fields related to a task performed during a call placed on the terminal, and restarting the task at a location corresponding to where the task stopped executing when the call was interrupted using the informational fields in the task model table.

Abstract: Systems and techniques for improved efficiency and accuracy in voice dialing and directory lookup applications. A voice dialing module receives an input from a user and examines a directory to identify recognition results matching the voice input. A list of recognition results matching the voice input is constructed, the entries being ranked by confidence. A called party cache for each user includes entries for parties the user is likely to call. Once the result list has been constructed, the voice dialing module compares the list with the called party cache in order to determine if entries in the list appear in the cache. If an entry in the result list appears in the cache, the result list is reordered in order to take into account the increased likelihood that an entry appearing in the called party cache will be an entry the user wishes to call.

Abstract: A computer-based virtual assistant the behavior of which can be changed by the user, comprising a voice user interface for inputting information into and receiving information from the virtual assistant by speech, a communications network, a virtual assistant application running on a remote computer, the remote computer being electronically coupled to the user interface via the communications network, wherein the behavior of the virtual assistant changes responsive to user input.

Abstract: A call handling system includes a call handling device arranged between a user's phone and a telephone network. The call handling device detects an incoming call to the user's phone and forwards a message to the user including information about the incoming call to a mobile device held by a user over a two-way interface. Furthermore, the call handling device allows the user to send instructions regarding how to handle the call from the mobile device over the two-way interface.