Abstract: A system and method for allowing a single live customer service agent to simultaneously serve multiple customers. According to various embodiments, a virtual agent operates at the front end to receive and attempt to handle customer issues. The virtual agent employs speech recognition and intent mapping in order to generate a proposed response that attempts to identify and resolve customer issues. In some scenarios, the proposed response includes both a response message and a response action to be taken. A chat history and the proposed response is then provided to the live agent. The live agent reviews the information provided, and determines whether the proposed response is appropriate. The live agent then approves the response or revises or replaces the response. The final response is sent back to the virtual agent for processing and providing to the customer.

Abstract: Aspects of the disclosure relate to admission control of a communication session in a network. The admission control can be implemented by a network node at the boundary of the network or a subsystem thereof. In one aspect, the admission control can be implemented during a predetermined period and can be based at least on an admission criterion, which can be specific to an end-point device, e.g., a target device or an origination device. The admission criterion can be configurable and, in certain implementations, it can be obtained from historical performance associated with establishment of communication session. Such historical performance can be assessed within a period of a configurable span.

Abstract: Systems and methods are provided for generating, processing and distributing leads, the system comprising a leads processing engine for receiving customer requests, creating leads based upon the customer requests, determining a best available agent or agents for each lead from a pool of available agents based upon one or more selected factors, and offering and/or sending each lead to the best available agent or agents.

Abstract: Described herein is an issue tracking system (ITS) comprising: one or more processors; one or more non-transitory computer-readable storage media storing sequences of instructions which, when executed by the one or more processors, cause the one or more processors to: render a user interface including a plurality of user interface elements each listing an external service from which the ITS can receive external objects and associate the received external object with one or more issues maintained by the ITS; determine, in response to a user interaction with one of the user interface elements, whether an issue maintained by the ITS is associated with an external object received from the listed external service; and render within the ITS, a user interface for an application marketplace, the application marketplace user interface including a listing of one or more integration applications that, once installed, connect the listed external service to the ITS and associate external objects received from the listed e

Abstract: A programming access device such as, for example, a cable or satellite set top box (STB), a digital video recorder (DVR), a personal computer, and/or a digital media receiver automatically optimizes an order of content choices presented in a content listing, such as a program guide display, favorite channel display, and/or a recording listing display based on the past viewing and/or recording history of an identified user.

Abstract: Machine learning-based approaches are used to automatically establish customer support sessions and/or assign customer support requests to customer support agents or other appropriate resources. For example, during a customer support session between a customer and a customer support agent, a trained model can process session data obtained during the session to determine prediction information (e.g., a next message prediction score, a predicted time for receiving a next message, a capacity score, etc.) The prediction information can be compared to an appropriate threshold to determine whether to establish a customer support session and/or assign a customer support request to the agent, even though the agent may otherwise be considered at capacity. In the situation it is determined to establish a session and/or assign a request to the agent, a session can be established and/or a request can be assigned to the agent based on scheduling or other information.

Abstract: A method and system for automatically executing an action within a call center environment. Data is aggregated from multiple data sources into a combined data stream. One of the data sources is a source of data corresponding to at least one communication processed by the call center one of the data sources can be a source of external data representing activity that is external to the call center. The combined data stream is processed into successive batches of data corresponding to one or more communications between a call center agent and a communicating party received by the call center. A sensor data structure specifying at least one rule is applied to the batches of data. The at least one rule can include a machine learning model and a configuration data structure based on historical data from the multiple data sources. When it is determined that at least one of the batches satisfies the at least one rule, a notification message relating to the one or more communications is generated.

Abstract: A computer system for behavioral analytics of native Information Technology Service Management (ITSM) incident handling data includes a processor, a memory, a de-normalized target data source for behavioral analysis, a transformation processor, and a statistical processor. The transformation processor reads an identified portion of the ITSM data and creates new normalized fields for the de-normalized target data source by parsing selected text fields from the portion of ITSM data. The created new normalized fields include a working group field and an associated support level field. The transformation processor further creates new de-normalized aggregation fields for the incipient de-normalized target data source based on the newly created normalized fields. The newly created de-normalized aggregation fields include fields characterizing incident handling behavior. A statistical processor further processes target data for behavioral analytics.

Abstract: A request for a contact center agent interaction is received from a user device associated with a first user. The user device is connected to a virtual waiting room that includes waiting users of a contact center queue. The waiting users include a second user. from the second user A favorable indication of the first user is received from the second user. A position of the first user in the contact center queue is modified based on the favorable indication. Responsive to an indication to activate a private session between the user device and an agent device associated with a contact center agent, the first user is removed from the virtual waiting room.

Abstract: Methods and systems are disclosed for information streaming to a user interface via a networked contact center. In one example, a system includes communications computer circuitry to receive, at a networked contact center, a request to stream information to a user interface, the user interface being associated with the networked contact center and an agent to be contacted by others. Information streaming circuitry streams the requested information and to open a network connection between the user interface and a server of a networked contact center, and the information streaming circuitry keeps the network connection between the user interface and the server open as a persistent network connection to the user interface. The communications computer circuitry also pushes one or more events to the user interface via the persistent network connection to cause a change in the user interface without further network requests to the server from the user interface.

Abstract: A communication control apparatus (40) includes: a first determination unit (442) that periodically determines an operation parameter related to radio transmission of each of a single or a plurality of second wireless systems that perform wireless communication by utilizing a radio wave of a frequency band used by a single or a plurality of first wireless systems; a second determination unit (444) that determines, when a radio-wave use request is received from a new second wireless system in a determination period of the operation parameter, whether or not to define the new second wireless system as a system to be forcibly stopped when the first wireless system uses the radio wave; and a notification unit (445) that makes a notification to the new second wireless system regarding a radio-wave use permission before a next determination period of the operation parameter.

Abstract: A system provisions global logical entities that facilitate the operation of logical networks that span two or more datacenters. These global logical entities include global logical switches that provide L2 switching as well as global routers that provide L3 routing among network nodes in multiple datacenters. The global logical entities operate along side local logical entities that are for operating logical networks that are local within a datacenter.

Abstract: A method, medium, and apparatus for allowing evaluation of property, such as damaged property, remotely and efficiently. A mobile computing device may be used to conduct bilateral communication between a client and an agent for evaluating property. Systems and methods may be used to efficiently automate intake of communications and intelligently load-balance resources for handling calls.

Abstract: The invention is directed to a queue management system which links with and utilizes service providers that are physically located in a facility which is different or remote from that of the location of the customer.

Abstract: Call routing technology can route a current call from a person based on an analysis of call data related to a prior call from the same person. For example, based at least on a customer satisfaction score determined from call data related to a prior call, a call routing server can identify one or more persons to whom a current call from the same person should be routed. Next, the call routing server can route the current call to one of the identified customer service representatives.

Abstract: Disclosed are systems and methods for robocall steering over voice-hosted traffic networks. The disclosed framework provides novel systems and methods for increasing the accuracy and efficiency in tracking, identifying, blocking and preventing robocalls and robocallers. The disclosed systems and methods provide mechanisms for identifying and removing unwanted voice traffic from networks. The disclosed systems and methods analyze voice traffic over a predetermined period of time (e.g., 1 day or 30 days, for example), and leverage this information into a “know your customer” (KYC) score. This score enables incoming calls to be routed, controlled and/or blocked as they are communicated over voice networks.

Abstract: The invention provides a method and system for establishing a connection between a client device of a plurality of client devices and a Wi-Fi access point of a plurality of Wi-Fi access points using a cloud platform. One or more cellular devices and one or more non-Subscriber Identity Module (non-SIM) devices of a user are registered at the cloud platform. The one or more non-SIM devices are then associated to the one or more cellular devices. Further, each Wi-Fi access point of the plurality of Wi-Fi access points is also registered at the cloud platform. A location of the client device is identified and one or more Wi-Fi access points that are closest to the client device is identified. The one or more Wi-Fi access points then authorize the client device to access the one or more Wi-Fi access points based on the information provided by the cloud platform.

Abstract: Conversation flow is adapted based on user interactions in a cognitive interaction between a user and a machine carried out at a gateway to a cognitive interaction service. A series of cognitive interactions are received during a conversation flow. A determination is made that a pattern of user cognitive interactions meets a defined pattern and that a plurality of machine responses meets a defined threshold of a maximum repetition of responses to the defined pattern. An indication is provided to the cognitive interaction service to adapt a type of subsequent response according to a defined action for the defined pattern.

Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.

Abstract: Hybrid natural language understanding (NLU) systems and methods are provided that capitalize on the strengths of the rule-based models and the statistical models, lowering the cost of development and increasing the speed of construction, without sacrificing control and accuracy. Two models are used for intent recognition, one statistical and one rule-based. Both models define the same set of intents, but the rule-based model is devoid of any grammars or patterns initially. Each model may or may not be hierarchical in that it may be composed of a set of specialized models that are in a tree form or it may be just a singular model.

Abstract: An agent queuing system implemented without relying on a private branch exchange. The queuing system can be cloud-based and routes calls to agents, for example, through a first-in/first-out (FIFO) queue. Clients are assigned a unique number that identify one or more queues. When a call is received, a database maintains the unique number that was called and the associated company information is retrieved, along with any queues allocated for their company. A call is placed to the next available agent from the selected queue. A recording is played to the agent identifying the queue the call is arriving from and the agent is prompted to accept the call. If the call is accepted, the agent is taken out of the available agent pool for the duration of the call. The call can be routed without exposing the phone numbers of the caller or agent involved in the call.

Abstract: Aspects are directed toward use of data communications server(s) and a Platform as a Service (PaaS) interface to provide remote services for endpoint devices of a plurality disparate client entities. In one example, an apparatus includes a computing server to provide data communications for a plurality of endpoint devices respectively associated with a plurality of disparate client entities according to and responsive to client-specific sets of control data. The apparatus also includes a processing circuit configured to adjust routing of the communications by the computing server, in response to call event data generated by the computing server, by generating the client-specific sets of control data for each client entity according to a respective set of directives.

Abstract: Various systems and methods for request distribution are described herein. In an example, a system for request distribution includes a storage to store instructions and a processor. In an example, upon execution of the instructions, the processor instructs the system to identify an endpoint for routing a request based on a request value using a global lookup table. In an example, upon execution of the instructions, the processor instructs the system to generate a case identifier, wherein the case identifier includes a case hint based on the endpoint for routing the request. In an example, upon execution of the instructions, the processor instructs the system to route the request to an independent scale group based on the case hint, wherein the independent scale group is selected based on a co-location of a geographic interaction point for a service agent and a data shard corresponding to the request.

Abstract: A method and apparatus for bypassing a virtual partner is provided herein. During operation a device will have knowledge of a status of sensors connected to form a personal-area network (PAN) and/or have knowledge of a current incident type assigned to a user. The device will then bypass digital-assistant functionality based on the status of associated PAN devices and/or the incident type. Thus, virtual-partner functionality will be bypassed based on a fact that a public-safety event has occurred. As discussed, the public-safety event may comprise a current incident assigned to a user, or a status of at least one device/sensor connected to form a PAN.

Abstract: In a voice response unit (VRU) that is one of a plurality of VRU's, a call flow can be selected for an inbound voice call based on an identifier for the inbound voice call. A parameter can then be written to at least one directory server, the parameter specified to replace a default parameter for the selected call flow. The selected call flow can be invoked according to the parameter.

Abstract: Embodiments for automatically distributing phone call recordings to interested parties generally include associating one or more forwarding criteria with each of one or more interested parties, establishing a phone call from a calling party to a destination number through an institutional phone system, recording the phone call, and, if the phone call satisfies one or more forwarding criteria associated with one or more interested parties, automatically distributing the recording of the phone call to the at least one interested party associated with the satisfied one or more forwarding criteria. Distribution may be by e-mail, by uploading the recording to a website that interested parties (and preferably only interested parties) can access, by queuing the recordings for export to physical media, and/or through a voice mail system. Calls may be selected for distribution based on the caller, the called party, conversation content, call time, or any other suitable criteria.

Abstract: A computer-based system and method for managing multivariant transactions having non-linear components is provided. A database of users includes user profiles with information corresponding to the respective user. The system also includes or maintains a database of transactions between or among users, the transactions including proposed transactions and completed transactions. Software is provided enabling the pairing of at least one non-linear non-financial variable with at least one transaction between or among users, the non-linear non-financial variable received from one of the users involved in the transaction. Where the transactions are specific performance transactions, they can be weighted differently with respect to each other based on type or based on at least one of either the performer or the recipient of the specific performance transaction. Optionally, user profiles include a trustworthiness score generated based on an aggregation of the user's specific performance transactions with other users.

Abstract: Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a contact center system comprising generating historical workforce data regarding an agent workforce capacity of the contact center system, and initiating an increase or decrease to an agent workforce of the contact center system based at least in part on the historical workforce data to increase an amount of choice among available agents or waiting contacts.

Abstract: A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.

Abstract: The present disclosure relates generally to facilitating routing of communications. One example includes a communication server determining capacities associated with a terminal devices based on workloads for agents associated with the terminal devices. Historical acceptance data is accessed for past interaction invitations to user devices associated with one or more criteria. Current data is then used to determine available interactions and to facilitate interactions using interaction invitations based on the historical data and the current number of available interactions.

Abstract: Client instance data including a plurality of incidents is obtained, each incident including a plurality of fields. A target field and an evaluation field are selected from among the plural fields. The plurality of incidents are grouped into a plurality of clusters based on a degree of a natural language text similarity of respective target fields in the plurality of incidents. A quality value is determined for each of the plurality of clusters based on the degree of the natural language text similarity of respective target fields in grouped incidents of the cluster from among the plurality of incidents, and based on respective evaluation fields. Each of the plurality of clusters is ranked based on the respective quality value of the cluster and a number of the grouped incidents of the cluster. At least one of the ranked plurality of clusters is identified to perform a service management operation.

Abstract: A telephone call processor for processing telephone calls comprising voice signals and data signals, the call processor comprising a first telephone interface and a second telephone interface, the call processor being operable in a first mode and in a second mode. In the first mode, the call processor is adapted to receive voice signals and data signals at the first telephone interface and to transmit voice signals and data signals via the second telephone interface. In the second mode, the call processor is adapted to receive voice signals and data signals at the first telephone interface, to block data signals from being transmitted via the second telephone interface and optionally to transmit voice signals via the second telephone interface.

Abstract: A system and method in which a device will search for and work collaboratively with an expert to respond to a request that the device is unable to respond to on its own. The expert may be one or more of, or a combination of, a human, a virtual persona, a robot or another device.

Abstract: A computerized method of routing calls includes the following steps performed by a server computing device: receiving a set of call attributes associated with an incoming call; identifying a document containing call routing instructions corresponding to the call attributes by querying a search index in electronic communication with the server computing device; identifying, based on the document, a set of suitable agents having a skill and a suitable proficiency in the skill by querying an agent skills database in electronic communication with the server computing device; identifying a set of available agents in the set of suitable agents by querying an agent status database in electronic communication with the server computing device; and routing the incoming call to a target agent in the set of available agents, if there is at least one available agent; or a customer waiting queue, if there is no suitable agent.

Abstract: Communications methods, apparatus and systems for detecting a status condition indicative of a failure of a media processing entity and providing media redirection to increase media resource function availability. One embodiment of the present invention is a method that includes directing, by a first Session Border Controller (SBC), a first media call flow of a first call through a first media content processing entity to a second SBC, detecting, at one of said first or second SBCs, a status condition indicative of a failure condition for the first media content processing entity, and redirecting, by the SBC that detects the status condition indicative of a failure condition, the first media call flow for the first call so that the first media call flow passes through a second media content processing entity instead of through the first media content processing entity without terminating the first call.

Abstract: A mobile application for a wireless handheld computing device, such as a smartphone, is disclosed in combination with a communication link establishment and management system. Systems and methods are disclosed for calling desired contacts using a smartphone that can take advantage of the power and efficiency of agent-assisted dialing provided by the communication link establishment and management system. The systems and methods automatically integrate with a customer relationship management (CRM) system connected to the communication link establishment and management system.

Abstract: Method starts with processing, by processor, receiving audio signal of communication session between member-related client device and agent client device. Processor processes audio signal to generate caller utterances, each including audio caller utterance and transcribed caller utterance. Caller utterances includes first and second caller utterances. For each of the plurality of caller utterances, processor generates relationship data based on transcribed caller utterance, generates identified task based on transcribed caller utterance, and generates task completion probability result based on audio caller utterance, relationship data, and identified task, and stores the task completion probability result in a database. Processor computes agent action ranking score that is based on difference between task completion probability result of first caller utterance and task completion probability result of second caller utterance that precedes first caller utterance.

Abstract: Content, such as communications, can be searched by their acoustic characteristics, among others. A method may include analyzing a plurality of content for at least one of a language characteristic or a non-word symbol within a text of the plurality of content, and an acoustic characteristic, searching the plurality of content using a search string comprising at least one of a language characteristic, or a non-word symbol, and an acoustic characteristic, and presenting a subset of the plurality of content ranked according to a match with the search string. In some cases, a category label is determined for the content and is also used in the search string.

Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.

Abstract: In one embodiment, a method includes receiving a user request for a summarization of a particular type of content objects from a client system associated with a first user, determining one or more modalities associated with the user request, selecting a plurality of content objects of the particular type based on a user profile of the first user, wherein the user profile comprises one or more confidence scores associated with one or more subjects associated with the first user, respectively, and wherein the plurality of content objects are selected based on the one or more confidence scores, generating a summary of each content object based on the user profile and the determined modalities, and sending, to the client system in response to the user request, instructions for presenting the summaries of the plurality of content objects, wherein the summaries are presented via one or more of the determined modalities.

Abstract: A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (“GUI”) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session identifier, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions.

Abstract: In accordance with one embodiment, an apparatus is provided that includes a computer processor coupled with a call center device positioned to receive an input communication containing PII data and originating from a telephone caller, wherein the computer processor implements code to suppress at least a portion of the received PII data without requiring a physical interrupt of the input communication so that the received PII data is not conveyed to a call center agent or to a computer of the call center agent.

Abstract: A device may receive voice call data indicating that a voice call has been initiated between a first device and an interactive voice response device. The device may obtain, based on the voice call data, a user account identifier identifying a user account and obtain, based on the user account identifier, user account data including user authentication data. The device may receive user input provided by the first device during the voice call and determine, based on the user authentication data, that the user input fails to authenticate a user associated with the user account. The device may receive data indicating that the voice call has terminated and identify, based on the user input failing to authenticate the user, a second device. The device may perform an action based on the second device and the voice call data.

Abstract: Methods and systems for independent security scrubbing and billing of calls through an IP Multimedia Core Network Subsystem (IMS) are provided. The system includes a core IMS network and a security network cloud securely connected via session border controllers. The IMS network is configured to route calls to the security network cloud. The security network includes call-processing and billing servers that implement security checks on calls from OSI model layer three to seven and analyze the call to collect and generate billing data. After successful security and billing operations, the call is routed back to the IMS network for handling according to conventional workflows. Accordingly, the disclosed invention serves to enhance security for IMS traffic, improve the accuracy of customer billing and conserves IMS network resources which would otherwise be consumed by malicious attacks and billing responsibilities.

Abstract: The present disclosure provides, among other things, a method of managing a wrap-up time in a contact center, the method including: receiving, by an agent of the contact center, a communication having a variable associated with the communication; receiving an input from a source external to the contact center; determining that the variable is related to the input; based on the relation of the variable to the input, determining an updated wrap-up time; storing the updated wrap-up time and the input in a database including timing variables; enabling a machine learning process to analyze the database; providing the updated wrap-up time to the agent as an amount of time rendered on a display to the agent; and updating a data model used to automatically determine wrap-up times based on the analysis of the machine learning process.

Abstract: The present disclosure relates generally to systems and methods for analyzing intent. Intents may be analyzed to determine to which device or agent to route a communication. The analyzed intent information can also be used to formulate reports and analyze the accuracy of the identified intents with respect to the received communication.

Abstract: The present disclosure relates to determining automation potential of a process by dividing the process into subsidiary processes corresponding to five hierarchical tiers, assessing the subsidiary processes by selecting a value for each of one or more parameters for each of the subsidiary processes at the tier five, computing a score for the subsidiary processes at the tier five based on the selected values, identifying a category of automation for the subsidiary processes in the tier five based on the score for the subsidiary processes at the tier five; determining an automation potential indicator for the subsidiary processes in the tier five based on the category of automation and the score; computing a maximum automation potential indicator and an automation potential indicator at each hierarchical tier based on a maximum automation potential indicator and an automation potential indicator at immediately lower tier to compute the automation potential for the process.

Abstract: A system is provided that employs a multi-dimensional presence model to manage routing of interaction requests from customers to available agents over available omni-channels in contact center(s). The multi-dimensional presence model employs multiple model states that define availability and capacity for a given agent or class of agents, including, but not limited to, an availability state of the agent, as well as occupancy, activity, device, and channel states to which a routing engine in the contact center can effectively route requested interactions of a customer with an agent. A capacity manager is also disclosed that can be used to facilitate the configuring of the multi-dimensional presence model for a given agent or class of agents.

Abstract: A device receives a command to identify an automation evaluation for a role, determines tasks of the role based on data relating to the role, and determines activities for the tasks based on the data relating to the role. The device determines one or more automation scores, which correspond to a suitability for automation of the activities, based on a set of characteristics of the activities and based on the data relating to the role. The automation scores are determined using a machine learning model to parse natural language descriptions of the activities and score parsed portions of the natural language descriptions. The device generates, for the role, an aggregate automation score based on the automation scores, determines the automation evaluation for the role based on the aggregate automation score and characteristics of an entity associated with the role, and performs an action relating to the automation evaluation.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for changing an interaction taking place between an agent and a party from a first channel of communication to a second channel of communication. A communication assembly comprising the interaction is linked to a first communication session currently being held between the agent and party using the first channel of communication. A second communication session to be held between the agent and party using the second channel of communication at a future time is reserved and linked to the communication assembly. The first communication session is then terminated and at the future time, a communication involving the party and using the second channel of communication is established. Accordingly, the communication is linked with the second communication session and routed to the agent so that the agent can interact with the party over the second channel of communication.