Abstract: Co-browsing allows a providing party to access visual content on a computing device for sharing with one or more other parties. The parties receiving the shared image may have dissimilar security authorizations. Accordingly, systems and methods are provided that enable shared content, such as a document, web page viewed in a browser, etc., to automatically be redacted to block those parties who are not authorized to view the content. For example, a neural network may be utilized to scan the document and provide specific redacted copies to the parties so each can view the image of the content with unauthorized content redacted.

Abstract: Remote collaboration sessions may allow a local user to share their entire desktop or a single application with a remote user. By allowing each of a number of windows, but not all windows, to be selectively provided by the local computer to the remote computer, a more efficient collaboration session may be provided that does not require the local user to terminate sharing, when sharing a first application, then re-initiate sharing for the second application, just to switch between applications. Or, alternatively, alleviates the need to select the entire desktop that may comprise confidential information not to be shared. By allowing each, but not all, applications to be shared remotely and simultaneously, a remote user can be presented with relevant, but not excluded, application windows from the local computer.

Abstract: Video conferencing systems are popular means for remote parties to interact in real-time. A user may wish to emphasize certain visual elements of the video conference, for example, a company's logo or the contents of a whiteboard may be important to remain clearly seen by the viewers of the video conference. As elements are obscured, a previously captured image of the obscured visual element may be overlaid on top of the obscuring image to visual remove the obscuring object. Additionally, certain visual elements may be enhanced, such that a small visual element may appear larger or clearer within the video image.

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: 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: 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 technology disclosed herein enables detection of audio issues for a participant on a communication session from analysis of video of the participant. In a particular embodiment, a method includes receiving video of a first participant communicating over a communication session between a first endpoint of the participant and a second endpoint of a second participant. The method further includes determining from the video that the participant is speaking. In response to determining that the participant is speaking, the method includes determining an audio issue exists due to audio of the first participant not corresponding to the video and notifying the first participant about the audio issue.

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: 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 maybe 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: 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: Messages, such as text messages, emails, and social media posts, are a popular way to communicate, however, messages can be overwhelming. In order to better manage messages, messages may be grouped, such as those having a common topic. A recipient may then address the grouped messages as a group. However, certain messages may have a common topic but have an attribute that warrants maintaining the message as individual messages, excluded from the group. For example, the message may be from someone who rarely communicates with the recipient, a celebrity, an important figure at work or in politics, a family member, or other attribute that would warrant exclusion from a common topic group.

Abstract: Systems and methods are provided to enable a communication to be monitored and, if found to possess emotionally charged content, reduce or eliminate the emotionally charged content while allowing the communication to otherwise be presented to the recipient. For example, agents in a contact center may encounter a customer who utilizes emotionally charged content which may be expressed as words or phrases (e.g., insults, slurs, profanity, etc.) or by intonations (e.g., yelling, talking through their teeth, etc.). By omitting such content through volume level balancing, tonal balancing, and/or redaction or substitution, the recipient may focus on the content of the message without the distraction of the emotionally charged content of a communication, whether the communication is audio, video, or text.

Abstract: Systems and methods are provided to select and implement a resolution path, of a number of resolution paths, to resolve a work item prior to the expiration of a time constraint. The expiration of the time constraint, absent the resolution, results in a duplication of loads on resources that are necessary to re-establish and maintain the communication to obtain the resolution during a subsequent communication.

Abstract: Contact centers often utilize automated agents to converse with customers of the contact center. As provided herein, a user may utilize a virtual private agent to converse with a contact center. A user device is configured to converse with human and/or automated agents to exchange information on behalf of the user. Tasks may be issued by the user to the user device which, may gather any required additional information, and initiate a call. The call comprising a number of prompts which are then analyzed and respond to in a manner determined to perform the task. If the remote system is discovered to also be automated, the speech-based communications utilized for human agents may be discontinued and non-speech tones utilized for more efficient machine-to-machine communications.

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: Contact centers often encounter situations where a group of customers have a common issue to be addressed. Connecting each customer to an agent for one-on-one communication may be effective, but it is resource intensive both in terms of networking and computer requirements and the time an agent spends repeating the same information. By performing an initial assessment of customers' issues, a common issue may be discovered that a common issue exists that can be handled in a group lecture pod, wherein a number of customer connect to interact with an agent and optionally to each other. Provided confidential information is not required, and any other required consent given, customers may be connected to the group lecture pod for more immediate resolution of a common issue and not have to stay in queue to wait for an agent to become available for a one-on-one interaction.

Abstract: Fixed-time meeting notifications are almost always wrong in terms of the time required for a user to be presented with the notification, attend to all preliminary matters necessary, and join the meeting. Either there is too much time, in which case the advance notification is more of a distraction, or too little. By dynamically determining delay factors associated with a meeting, such as time to locate to the meeting room or appropriate location to join a remote meeting, launch applications, and tending to personal needs, a meeting notification may be provided just-in-time to allow the user to proceed with all the preliminary matters, without rushing or being late, in order to join the meeting at the user's preferred time, which may or may not coincide with the start of the meeting.

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: Co-browsing sessions between a customer and an agent are conducted in real-time and provide an opportunity for the customer to receive assistance or guidance from the agent while performing operations online, such as completing a web form. Systems monitor the inputs provided by the customer. If an error is detected, such as entering confidential information in a non-confidential field, the customer is warned and the agent may be blocked from seeing the data. However, this may be due to a mistake. As provided herein, if a customer tells the agent that the entry is correct a server may process the comment to the agent and automatically remove the warning, allow the customer to continue typing in the field, allow the agent to see the content provided, and/or automatically update the logic to reduce the chances of erroneous error detection in subsequent encounters with similar data.

Abstract: Electronic conferences allow participants to join lectures, meetings, and other events remotely via connection of a computing device to a network. The quality received by each node may not be ideal, or even satisfactory. Presenters of the conference content are made aware of the state of the participants by determining, at the end device receiving the conference, a quality of the conference. A monitoring node, such as a communication device utilized by a presenter, may then provide indications of the quality received. If a presentation comprises video images that are out of sync with the audio, as observed by a participant's device, the presenter is notified and/or the operation of the presenting device modified.