Abstract: Disclosed herein are system, method, and computer program product embodiments for ingesting batch or real-time incoming audio or text interactive communications. The system verifies that the interactive communication excludes security threats, comprises associated metadata, verifies that the interactive communication is linked to an existing or previous customer's interaction within an organization, enriches the associated metadata with additional data from the customer's interaction within an organization, transforms a media file type of the interactive communication to a common media file type, generates a transcript of the interactive communication, registers the enriched associated metadata with a stored copy of the transcript, and instantiates an interface to provide organizational access to the registered enriched associated metadata and stored copy of the transcript.

Abstract: Disclosed herein are system, method, and computer readable medium embodiments for machine learning systems to process interactive communications between at least two participants. Speech and text within the interactive communications are analyzed using machine learning models to infer insights located within the interactive communications. The inferred insights are converted to descriptive text or audio and tagged to the interactive communication as graphics or audio whispers reflecting the insights added to the interactive communication.

Abstract: Systems and methods are disclosed herein for monitoring call compliance and verification. According to some embodiments, there is disclosed a workflow server configured to monitor a communication session between first and second users. The server may also perform a first operation during the communication session, and generate a signal based on the communication session. In response to generating the signal, the workflow server may stop the first operation, disconnect the first and second users, and initiate a second operation for the first user. And, in response to detecting a completion of the second operation, the workflow server reconnects the first and second users, and completes the first operation.