Abstract: The technology disclosed herein enables user notification of word inconsistencies to indicate session quality. In a particular embodiment, a method includes, during a communication session between a first endpoint operated by a first participant and a second endpoint operated by a second participant, determining a first number of words spoken by the first participant during a period of time based on sound captured by the first endpoint for inclusion on the communication session. The method also includes determining a second number of the words spoken by the first participant during the period of time based on audio received at the second endpoint via the communication session. Upon determining that an inconsistency exists between the first number and the second number, the method includes notifying at least one of the first participant and the second participant about the inconsistency.

Abstract: Providing speech-to-text (STT) transcription by a user endpoint device includes initiating an audio communication between an enterprise server and the user endpoint device, the audio communication comprising a voice interaction between a user associated with the user endpoint device and an agent associated with an agent device to which the enterprise server routes the audio communication; performing a first STT of at least a portion of the voice interaction to produce a first transcribed speech in a first language; concurrent with performing the first STT, performing, by the user endpoint device, a second STT of the at least the portion of the voice interaction to produce a second transcribed speech in a second language different than the first language, and transmitting the at least the portion of the voice interaction and at least the first transcribed speech from the user endpoint device to the enterprise server.

Abstract: Customer-agent interactions are often essential to provide services, such as to resolve issues. Methods and systems are provided to enable an artificially intelligent (AI) agent, such as a neural network to annotate a communication, such as a communication comprising a video stream. The AI may determine the subject of an issue and/or an issue to be resolved as a candidate resolution, which may further comprise annotations provided to the video stream. As a benefit the resolution, with annotations may be provided to the agent for subsequent processing and/or the customer.

Abstract: Co-browsing sessions allow an agent to see inputs of a user and assist the user in completing a task associated with the inputs, such as completing a form on an application or website. Agents may see the information provided by the user, unless that information is sensitive (e.g., social security number, account number, password, etc.), in which case the information is blocked. However, humans will make mistakes for any number of reasons. When that mistake is the providing of sensitive information in a non-sensitive field, systems and methods are provided to block such information, even when provided into a field not designated for sensitive information (e.g., city of residence). As a result, sensitive information may be entered during a co-browsing session, into a field by mistake, and not expose the information to the agent.

Abstract: Even with the best efforts to design and deliver accurate systems with usable interfaces, customers often encounter difficulties in completing a task using an electronic device, such as completing a form on a web page, using a software application, or navigating an interface. This may be due to a programming error, inaccurate instructions, or an unusual situation not contemplated by the programmers or designers. Without interaction with a human agent, a cue may be provided to the user upon detection of an issue for completing the task. A co-browse operation may be automatically initiated to provide a cue selected in accord with the issue that thereby allows the user to complete the task.

Abstract: Contact centers strive to provide a positive and productive customer-agent interaction to successfully resolve the issue for a call. While audio content, such as music or messages, on hold are commonplace, selecting audio enhancements to be inserted into, and concurrently with, the customer-agent provides the customer and/or agent with cues and motivations to promote the successful completion of the call. Cues may be provided to announce the arrival or departure of an agent, virtually take a customer from one location to another for a different portion of the interaction, add excitement and anticipation to an upcoming event by providing an audio experience foreshadowing of the actual event, calm frayed nerves, or other purpose.

Abstract: Electronic conferences routinely include images of documents and other resources. Accessing an address of the resource and including a link to the resource in the conference, remote participants may access the resource utilizing a native application. If the address of a resource is inaccessible to at least some of the participants, a temporary copy may be automatically provided to a secondary address and the secondary address provided in the conference. The temporary copy may be automatically deleted upon the conference ending.

Abstract: Devices are often connected to a network to facilitate remote interactions with the device. However, such connections may be absent or disabled. However, by utilizing a second device, such as a mobile phone, a transaction may be initiated on a remote device and handed-off to the second device to obtain absent information and complete the transaction. Completion of the transaction may be due to absent data, such as a data that provides absent information or resolves conflicting information in the dataset. The device may communicate with the second device via radio frequency communications and/or other forms of communication (e.g., visually, audibly, etc.), such that information the absent information is obtained and the instructions executed to complete the transaction.

Abstract: Providing zip tones for a call includes receiving, by a computer of a contact center, a call-related event for the call; generating, by the computer of the contact center, one zip tone from among a plurality of different zip tones based on the call-related event, wherein the one zip tone is indicative of one or more attributes of the call-related event that are different than other call-related events; transmitting, by the computer of the contact center, the one zip tone to a device associated with a call participant of the call; and requesting, by the computer of the contact center, customization instructions for one or more of the plurality of different zip tones

Abstract: The present disclosure provides, among other things, methods and systems of managing a first channel, including: receiving a request for a communication session on the first channel; determining that a monitored attribute of the communication session has met a first threshold; comparing, by a channel change analysis, a first performance measure of the first channel with a second performance measure of a second channel; and managing a channel change based on the determining and the channel change analysis.

Abstract: Communications between agents and customers are a key feature of contact centers. Agents may have a question about how to perform a particular task, a response to the question that other agents may know. A supervisor may be presently unavailable and transferring the customer requires significantly more overhead and resources. The systems and methods herein disclose an agent-to-agent (A-to-A) channel that enables a question to be posed to an agent and receive a response via a dedicated channel for A-to-A communications. Accordingly, the agent may stay engaged with the customer and resolve issues without the need to wait for a supervisor or transfer the customer to another agent.

Abstract: The need for efficient and effective communications is of key importance to contact centers. Agent communications with customers are designed to maximize results while minimizing resources, in particular the time required for human agents to be engaged with a particular customer. Often the impact of two agents on a communication can both improve customer satisfaction and better produce the intended result of the communication. However, two (or more) live agents is resource intensive. By providing a virtual agent controlled, entirely or in part, by a live agent, the customer may be presented with the appearance of two agents while requiring the human resources of a single agent.

Abstract: The technology disclosed herein enables user notifications via a light emitter associated with a video camera. In a particular embodiment, a method provides exchanging video user communications on the video communication session between a first endpoint operated by a first user and a second endpoint operated by a second user. The method further includes receiving video of the first user for inclusion in the video user communications using a video camera for the first endpoint and monitoring first behavior of the first user during the video communication session to determine whether the first behavior satisfies a notification criterion. In response to determining that the first behavior satisfies the notification criterion, the method includes directing a light emitter associated with the video camera to present a visual notification to the first user.

Abstract: A contact center, communication system, and method of operating a contact center are provided. In one example, the contact center includes a tunable chatbot stored in memory and a chatbot tuning function that controls and adjusts a personality characteristic of the tunable chatbot while the tunable chatbot is interacting with a customer via a customer communication device.

Abstract: Customers can become bored with an interaction with an agent. By providing speech and/or images, of a celebrity disguising the speech, and/or image, of the agent, customers can appear to interact with a particular celebrity. As a result, customers are more likely to stay engaged and have a positive experience. The celebrity, or a particular persona of a celebrity, may be selected from customer preferences and/or a purpose of the call. For example, a movie star's role may have a persona, such as a “heavy,” suitable for collection calls (audio or audio-video), whereas a scientific or technical innovator may be selected for technical support calls.

Abstract: Systems and methods include generating an electronic calendar item associated with an event, generating an invitation associated with the electronic calendar item, the invitation comprising: a first option associated with one or more of conditional attendance and a portion of desired attendance; and a second option associated with one or more of a type of attendance; sending the invitation; receiving a response to the invitation, the response comprising a selection associated with one or more of the first option and the second option; and based on the selection, performing one or more actions associated with the event.

Abstract: The present disclosure provides, among other things, methods of managing a whisper, the methods including: establishing a communication session; receiving a whisper request to provide the whisper to a first device associated with the communication session; retrieving environmental information; comparing the environment information to a rule; configuring the whisper based on the comparison; and providing the whisper based on the comparison.

Abstract: Systems and methods for surveilling. Systems and methods include generating, with a processor, a baseline associated with a subject; performing, with the processor, a scan of the subject; comparing, with the processor, the scan of the subject with the baseline; and generating, with the processor, a report comprising a result of the comparing of the scan of the subject with the baseline associated with the subject.

Abstract: At least one social media channel includes a plurality of user messages, which are accessible via a communication network. At least some of the stored messages are retrieved from the at least one social media channel via the communication network, and a collection of frequently asked questions (FAQ) is generated or updated by analyzing the retrieved messages to form a plurality of topical issue clusters. Each topical issue cluster is associated with at least one topic parameter from among a plurality of topic parameters, each topic parameter relates to at least one of use, installation or maintenance of a product or service, and each topical issue cluster includes at least one issue identified by a community of users and at least one resolution of the issue identified by the community of users. The generated or updated FAQ is uploaded to a storage location accessible to the community of users.

Abstract: Efficient and effective communications with customers is a cornerstone of many businesses. Automation, such as in the form of automated agents that can engage in a communication with a customer, furthers those efficient and effective communications. However, textual messages are a series of messages that are often limited to factual statements and direct questions, leaving many customers, such as those that prefer or require high-context communications, may have the impression that the organization with which they are communicating is cold and uncaring or unconcerned about them. By selectively altering the series of messages, an appropriate degree of concern or empathy may be conveyed to facilitate a better relationship and more effective and efficient communications.