Abstract: Methods and systems described in this disclosure are directed to authentication of calling parties. The authentication of calling parties applies to simultaneous voice and/or data communications with multiple parties over multiple electronic mediums including a variety of electronic devices. A user can continue to maintain a data exchange session with a representative of an entity offering the goods or services of interest to the user across more than one user device. In some embodiments, a user can invite other parties in a multi-party call involving the user and the representative. Various embodiments for multi-party and multi-device authentication mechanisms are described herein. In some embodiments, the system calculates an estimated call waiting time for a user to speak with the representative.

Abstract: Techniques are described for real time monitoring and tagging of media content generated during a service session between an individual and a service representative (SR). Media content received during a service session may be dynamically tagged with one or more metadata tags during the service session, the tag(s) indicating portion(s) of the media content that potentially include sensitive information. Tagging may be based on a SR's gestures, clicks, keystrokes, mouse-overs, and/or other actions performed in a SR user interface (UI) during the service session. The media content may be redacted based on the tags to remove and/or obfuscate potentially sensitive information.

Abstract: The present embodiments relate to on demand generation of curated audio content. Responsive to initiation of an electronic communication by a client, audio relating to a client speaking to the operator can be processed to derive a series of insights relating to features of the audio. Previously recorded audio relating to the operator can be combined with a text-based script to generate audio content. The audio content can be modified using the series of derived insights. The modified audio content can include a series of disclaimers that are played back to the client. Generation of the modified audio content can be dynamically generated responsive to detecting a trigger that allows for on-demand generation of the modified audio content.

Abstract: A system and method for tasks assistance using a learning module comprising a knowledge graph and associated graph neural network is disclosed. The system can represent data using a knowledge graph, and generate embeddings of the knowledge graph for detecting latent patterns in the data that may be obscured in a high dimensional representation of the data. The system can more readily detect fraud patterns and take appropriate fraud limiting actions.

Abstract: Techniques are described for generating metric(s) that predict survey score(s) for a service session. Model(s) may be trained, through supervised or unsupervised machine learning, using training data such as communications from previous service sessions between service representative(s) and individual(s), and survey scores provided by the serviced individual to rate the session on one or more criteria (e.g., survey questions). The model(s) may be trained to output, based on an input session record, metric(s) that each correspond to a survey score that would have been provided by the individual had they completed the survey. The model may be a concatenated model that combines a language model output from a language classifier recurrent neural network, and an acoustic model output from an acoustic feature layer convolutional neural network. Individuals can be clustered according to the metric(s) and/or other factors, and the cluster(s) can be employed for routing incoming service requests.

Abstract: Techniques are described for real time monitoring and tagging of media content generated during a service session between an individual and a service representative (SR). Media content received during a service session may be dynamically tagged with one or more metadata tags during the service session, the tag(s) indicating portion(s) of the media content that potentially include sensitive information. Tagging may be based on a SR's gestures, clicks, keystrokes, mouse-overs, and/or other actions performed in a SR user interface (UI) during the service session. The media content may be redacted based on the tags to remove and/or obfuscate potentially sensitive information.

Abstract: Methods and systems described in this disclosure are directed to authentication of calling parties. The authentication of calling parties applies to simultaneous voice and/or data communications with multiple parties over multiple electronic mediums including a variety of electronic devices. A user can continue to maintain a data exchange session with a representative of an entity offering the goods or services of interest to the user across more than one user device. In some embodiments, a user can invite other parties in a multi-party call involving the user and the representative. Various embodiments for multi-party and multi-device authentication mechanisms are described herein. In some embodiments, the system calculates an estimated call waiting time for a user to speak with the representative.

Abstract: Techniques provided herein relate to electronic data access requests. An access system receives at least one electronic data action request from a client. At least a portion of the data access authentication information is sourced from a secondary device connected to an intermediary device. The electronic data action request is authenticated based upon the data access authentication information.

Abstract: Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the exchange.

Abstract: A system for measuring effectiveness of a customer service platform comprises a server configured to receive a first set of data related to an interaction between a first person and an automated communication channel, receive a second set of data related to a conversation between the first person and a second person on a call, determine, from the first set of data, a third set of word(s) that describe an intent of the first person to perform a task via the customer service platform, determine, from the second set of data, a fourth set of word(s) that describes an outcome accomplished during the call, calculate a value that describes a similarity between the third set of word(s) and the fourth set of word(s), and determine an effectiveness measure of the customer service platform based at least in part on a comparison of the value with a pre-determined threshold.

Abstract: A system and method for publishing encoded identity data that uses at least biometric information as well as non-biometric identity and/or authentication data is disclosed. The system and method can be used for verifying a user's identity against the published encoded identity data on a distributed system, such as a distributed ledger or blockchain. Using this system, a user's identity can be verified efficiently by multiple parties, in sequence, or in parallel, as a user need only enroll in the verification process a single time. The system further includes a biometric enrollment sub-system that allows for a highly secure method of verifying a user based on unique biometric signals, such as features extracted from an audio voice signal.

Abstract: Methods and systems for routing multimedia traffic are described. A method may include receiving a communication originating from a user, transposing an alias transport network over one or more existing networks to route the communication, and routing the communication based on mapping rules.

Abstract: Methods and systems described in this disclosure describe an integration of video sessions across platforms, transforming the user experience. In some embodiments, a user can participate in an interaction via a channel. Next, the system can determine whether the interaction is eligible for a video session with a representative. When the interaction is eligible for the video session, an option for the video session can be displayed on a user interface of the device. After receiving a request for the video session, the video session can be routed to a uniquely skilled representative, where the uniquely skilled representative is determined based, at least in part, on the interaction.

Abstract: The present embodiments relate to on demand generation of curated audio content. Responsive to initiation of an electronic communication by a client, audio relating to a client speaking to the operator can be processed to derive a series of insights relating to features of the audio. Previously recorded audio relating to the operator can be combined with a text-based script to generate audio content. The audio content can be modified using the series of derived insights. The modified audio content can include a series of disclaimers that are played back to the client. Generation of the modified audio content can be dynamically generated responsive to detecting a trigger that allows for on-demand generation of the modified audio content.

Abstract: Methods and systems described in this disclosure are directed to authentication of calling parties. The authentication of calling parties applies to simultaneous voice and/or data communications with multiple parties over multiple electronic mediums including a variety of electronic devices. A user can continue to maintain a data exchange session with a representative of an entity offering the goods or services of interest to the user across more than one user device. In some embodiments, a user can invite other parties in a multi-party call involving the user and the representative. Various embodiments for multi-party and multi-device authentication mechanisms are described herein. In some embodiments, the system calculates an estimated call waiting time for a user to speak with the representative.

Abstract: Systems and methods are provided for secure access to data actions. In one embodiment, secondary devices are identified based upon communicative coupling with a primary device. The secondary devices are registered as trusted devices for subsequent authentication.

Abstract: A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the analyzed collected data such that the nature of the customer call matches with corresponding one or more favorable attributes of the call center.

Abstract: A system for measuring effectiveness of a customer service platform comprises a server configured to receive a first set of data related to an interaction between a first person and an automated communication channel, receive a second set of data related to a conversation between the first person and a second person on a call, determine, from the first set of data, a third set of word(s) that describe an intent of the first person to perform a task via the customer service platform, determine, from the second set of data, a fourth set of word(s) that describes an outcome accomplished during the call, calculate a value that describes a similarity between the third set of word(s) and the fourth set of word(s), and determine an effectiveness measure of the customer service platform based at least in part on a comparison of the value with a pre-determined threshold.

Abstract: Techniques provided herein relate to electronic data access requests. An access system receives at least one electronic data action request from a client. At least a portion of the data access authentication information is sourced from a secondary device connected to an intermediary device. The electronic data action request is authenticated based upon the data access authentication information.

Abstract: Techniques are described for adjusting policy characteristics based on a determined similarity between routes. A similarity metric may be determined indicating the similarity between a first route followed by a vehicle and/or driver and a second (e.g., previous) route followed by the vehicle and/or driver. A similarity metric may indicate the similarity in movements, and changes in movement, exhibited by the vehicle on the routes. The similarity metric may be determined through analysis of real time data collected by in-vehicle sensor(s), mobile user device(s), external sensors or other data sources. Based on the similarity metric, a premium, a deductible, a price, or other characteristic(s) of a policy may be determined. In some examples, policy characteristics may be adjusted (e.g., in real time) based on the analysis according to changing risk conditions if a driver is following routes that are dissimilar from typical routes.