Abstract: Techniques for assigning agents to callers that have contacted a contact center by using a communication management system. The techniques include initiating a communication session between a caller and the communication management system, obtaining caller data by obtaining data from the caller in the communication session and/or obtaining data about the caller's historical behavior, identifying an intent of the caller by using the caller data and a trained machine learning model configured to predict intent of callers, identifying, from a plurality of agents, an agent to assign to the caller in the communication session by using the identified intent and an agent performance model configured to rank at least some of the plurality of agents based on a measure of their performance in communication sessions with callers having a same intent as the identified intent, and assigning the identified agent to the caller.

Abstract: Notifications are delivered to a user based in part on a user's current context. The notifications may be based on personal information (e.g. calendar events, tasks, alerts, and the like) as well as a context of a user. The notifications may be delivered using different types of notifications. The type of notification selected may be based on the current context of the user. Notifications may also be sent to other users (e.g. that are part of a trusted group) in response to a change in state of the event (e.g. the task completed). Instead of a user receiving notifications at preset times, notifications are delivered to the user using their current context. A group member may also create a message to another member requesting an action. When a response is made, the requesting group member receives a notification and the other group members may also receive notifications.

Abstract: Notifications are delivered to a user based in part on a user's current context. The notifications may be based on personal information (e.g. calendar events, tasks, alerts, and the like) as well as a context of a user. The notifications may be delivered using different types of notifications. The type of notification selected may be based on the current context of the user. Notifications may also be sent to other users (e.g. that are part of a trusted group) in response to a change in state of the event (e.g. the task completed). Instead of a user receiving notifications at preset times, notifications are delivered to the user using their current context. A group member may also create a message to another member requesting an action. When a response is made, the requesting group member receives a notification and the other group members may also receive notifications.