Abstract: Methods and systems for estimating call urgency of incoming telephone calls in order to improve call queue management and efficiency with respect to telephone support systems are provided. The method includes: receiving a first incoming telephone call from a first person; determining a geographical location from which the first incoming telephone call is originated; retrieving news information that relates to the geographical location; and assessing, based on the news information, an urgency of the first incoming telephone call. The assessed urgency is then usable for assigning a priority to the first incoming telephone call and determining an order of handling the first incoming telephone call with respect to other incoming telephone calls. The news information may indicate that a natural disaster, a weather event, or a crisis caused by human activity has occurred, and that the urgency is relatively high as a result.

Abstract: Methods and systems for estimating call durations while handling incoming telephone calls in order to improve call queue management and efficiency with respect to telephone support systems are provided. The method includes: receiving a first incoming telephone call from a first person; retrieving historical information that relates to the first person; forecasting, based on the historical information, a next customer state that relates to the first person; and estimating, based on the forecasted next customer state, a potential duration of the first incoming call. The estimated call duration is then usable for assigning a priority to the first incoming call and determining an order of handling the first incoming call with respect to each of a plurality of other incoming calls based on the assigned priority.

Abstract: Methods and systems for handling telephone calls relating to recurring customer questions and inquiries so as to decrease a likelihood of additional calls regarding the same issues and thereby improve customer experience while reducing an overall call volume are provided. The method includes: receiving an incoming telephone call from a person; capturing an audio signal that corresponds to a voice of the person; analyzing the audio signal by detecting phonetic intonations applying a digital filter to the intonations; and determining whether an inquiry articulated by the person during the telephone call has been adequately addressed. The method may further include using machine learning to generate an output that indicates an expression of certainty or uncertainty in the voice of the person.

Abstract: Methods and systems for handling telephone calls relating to recurring customer questions and inquiries so as to decrease a likelihood of additional calls regarding the same issues and thereby improve customer experience while reducing an overall call volume are provided. The method includes: receiving an incoming telephone call from a person; capturing an audio signal that corresponds to a voice of the person; analyzing the audio signal by detecting phonetic intonations applying a digital filter to the intonations; and determining whether an inquiry articulated by the person during the telephone call has been adequately addressed. The method may further include using machine learning to generate an output that indicates an expression of certainty or uncertainty in the voice of the person.

Abstract: Aspects of the subject disclosure may include, for example, generating a graph having nodes corresponding to garages, and edges corresponding to distances between pairs of garages that store moveable assets. A complexity of the graph in terms of nodes and/or edges is reduced, e.g., by segmenting the graph into sub-graphs, to obtain a modified graph. For each sub-graph, utilization values of the moveable assets are estimated for each node and metrics are calculated as pairwise differences between estimated utilizations less twice the distance between the corresponding garages. Candidate node pairs are identified as having metric values greater than zero. Node assets are ordered according to utilizations and a transfer recommendation is identified according to a garage pair having a maximum metric and an asset pair utilization having maximum difference. Other embodiments are disclosed.

Abstract: Aspects of the subject disclosure may include, for example, obtaining a first alarm from a first communication device, based on the obtaining of the first alarm, obtaining a value for each of a first plurality of parameters, resulting in a first plurality of values, applying the first plurality of values to a first graph of a communication network to generate a modified first graph, applying a first algorithm to the modified first graph to generate a first subgraph, and identifying a degradation in a quality of service associated with the communication network based on the first subgraph. Other embodiments are disclosed.

Abstract: Aspects of the subject disclosure may include, for example, a process by which first data is received from a mobile device regarding first objects detected by the mobile device in an area, the first data having been collected by the mobile device at a number of first collection points while moving along a first path from an initial position in the area to a boundary of the area. The first data is aggregated with second data previously collected regarding second objects in the area, the second data having been collected at a number of second collection points along a second path different from the first path. The second data includes a position indicator for each of the second objects indexed by the initial position. A map of the area is generated based on the aggregating and the map is transmitted to the mobile device. Other embodiments are disclosed.

Abstract: Aspects of the subject disclosure may include, for example, a process by which first data is received from a mobile device regarding first objects detected by the mobile device in an area, the first data having been collected by the mobile device at a number of first collection points while moving along a first path from an initial position in the area to a boundary of the area. The first data is aggregated with second data previously collected regarding second objects in the area, the second data having been collected at a number of second collection points along a second path different from the first path. The second data includes a position indicator for each of the second objects indexed by the initial position. A map of the area is generated based on the aggregating and the map is transmitted to the mobile device. Other embodiments are disclosed.

Abstract: Aspects of the subject disclosure may include, for example, a method in which a mobile device determines a current position and direction; detects objects within an area including the current position; collects first data regarding the objects; buffers the first data; and transmits the first data to a remote system responsive to the mobile device reaching a boundary of the area. The method also comprises obtaining a map of the area from the remote device; the map includes information based on second data previously collected regarding objects in the area, the second data includes a position indicator and a direction indicator for each of the second objects indexed by the current position, and the remote device aggregates the first data and the second data to generate an updated map of the area. Navigation instructions are generated based on the current position and the map, Other embodiments are disclosed.

Abstract: Aspects of the subject disclosure may include, for example, a method in which a mobile device determines a current position and direction; detects objects within an area including the current position; collects first data regarding the objects; buffers the first data; and transmits the first data to a remote system responsive to the mobile device reaching a boundary of the area. The method also comprises obtaining a map of the area from the remote device; the map includes information based on second data previously collected regarding objects in the area, the second data includes a position indicator and a direction indicator for each of the second objects indexed by the current position, and the remote device aggregates the first data and the second data to generate an updated map of the area. Navigation instructions are generated based on the current position and the map, Other embodiments are disclosed.