Abstract: An information processing device includes one or more memories; and one or more processors coupled to the one or more memories and the one or more processors configured to acquire allocation data that indicates an allocation result of a plurality of resources for a plurality of allocation destinations, extract data that violates a first condition from the acquired allocation data, classify the extracted data into a plurality of groups, acquire an index value regarding an appearance frequency of an allocation pattern of a resource of the plurality of resources based on data of each of the plurality of classified groups, and generate a second condition for the allocation pattern based on the index value.

Abstract: Disclosed are some implementations of systems, apparatus, methods and computer program products for facilitating the implementation of declarative transaction control. A database transaction control configuration associated with an element of a process flow can be obtained via a graphical user interface (GUI) and stored in association the element. The database transaction control configuration indicates whether a pending database transaction is to be committed to a database prior to executing a set of computer-readable instructions corresponding to the element. During execution of the process flow, the database transaction control configuration is accessed and it is determined whether a currently pending database transaction is to be committed to a database prior to executing a set of computer-readable instructions corresponding to the element.

Abstract: A network management entity configured to: deactivate a Network Slice Instance without releasing network resources previously allocated to the Network Slice Instance; and subsequent to deactivating the Network Slice Instance, activating the Network Slice Instance using the network resources previously allocated to the Network Slice Instance. A Network Slice Management Function (NSMF) perform slice specific Lifecycle Management (LCM) for a Network Slice Instance (NSI) based on Communication Service Instance (CSI) requirements is also disclosed. Customer Service Management Function (CSMF) for receiving service requirements from a Service Manager (SM) and transmitting the CSI requirements a Network Slice Management Function (NSMF) is also disclosed.

Abstract: System and methods are provided for detecting and suggesting breaks in activity by a user of an Information Handling System (IHS). I/O operations by the user of the IHS are monitored, without use of a camera and thus within privacy restrictions. Upon initiating the activity monitoring, a timer is initialized. Using the timer, intervals are identified with no activity by the user, thus indicating the user has taken a break from operating the IHS. Based on the monitored user activity, intervals are also identified with uninterrupted operation of the IHS by the user, such as monitored activity by the user without identifying an interval of inactivity that indicates the user has taken a break. Upon detection of an interval with uninterrupted operation of the IHS, the user is presented with a suggestion to take a break from operation of the IHS.

Abstract: A method for execution by an analysis unit includes obtaining a collection of data for a particular evaluation of a system aspect. The method further includes acquiring data analysis parameters regarding the particular evaluation of the system aspect. The method further includes determining one or more evaluation perspectives based on the data analysis parameters. The method further includes determining one or more evaluation modalities based on the data analysis parameters. The method further includes determining one or more evaluation metrics based on the data analysis parameters. The method further includes evaluating the collection of data in accordance with the one or more evaluation metrics, the one or more evaluation perspectives, and the one or more evaluation modalities to produce one or more evaluation outputs.

Abstract: A method for execution by an analysis unit includes obtaining a collection of data for a particular evaluation of a system aspect. The method further includes acquiring data analysis parameters regarding the particular evaluation of the system aspect. The method further includes determining one or more evaluation perspectives based on the data analysis parameters. The method further includes determining one or more evaluation modalities based on the data analysis parameters. The method further includes determining one or more evaluation metrics based on the data analysis parameters. The method further includes evaluating the collection of data in accordance with the one or more evaluation metrics, the one or more evaluation perspectives, and the one or more evaluation modalities to produce one or more evaluation outputs.

Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.

Abstract: The invention relates to systems/methods that enable real-time monitoring/processing of contact center communications to provide timely, actionable analytic insights and real-time critical call alerts, while simultaneously providing best-in-class protection of sensitive customer information.

Abstract: Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and/or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.

Abstract: A system and methods for mobile device active callback prioritization, utilizing an enhanced callback prioritization engine operating on a user's mobile device for integration through the operating system and software applications operating on the device, wherein the enhanced callback prioritization engine receives intercepted data or voice messages sent to the mobile device, retrieves and aggregates data related to the assigned messages, inputs the assigned data message and aggregate data into one or more machine learning algorithms wherein the algorithms may analyze the input data, the results of the analysis may be used to compute a priority score for the assigned data message, and generates a callback list from the computed prioritization score. The priority score is in part based on 3rd party application data related to the data or voice messages providing context to the machine learning algorithms.

Abstract: An enhanced abandoned call recovery (“E-ACR”) process allows certain abandoned calls to be eligible for a callback call. An E-ACR assignment point defines which abandoned calls in an inbound campaign or interactive voice response (“IVR”) menu are eligible to be processed to determine whether the E-ACR callback should occur. The determination of whether a callback occurs involves various compliance tests, such as ensuring calling window, call attempts, and other regulatory concerns are addressed. Once a callback is determined to occur, it is associated with a specific campaign to ensure the called party is provided with agents having the skill set as defined for that assignment point. In this manner, only eligible callers receive an E-ACR callback, and further receive the callback in a compliant manner and handled by the same skill set of agents as would have been allocated to the caller had they not abandoned their call.

Abstract: A call management system of a call center identifies an inbound caller based upon computer analysis of customer identifiers, which may include at least two of customer name, street address, and zip code. Approximate string matching analysis matches n-grams generated from strings within customer identifiers, with n-grams generated from customer identification fields while searching one or more databases. Approximate string matching can incorporate a closeness metric based on Jaccard distance, and a Gaussian mixture model of best matches. In one embodiment, a polymr search engine analyzes customer identifiers of inbound callers to retrieve customer data, such as customer demographic data, matched to the customer identifiers. In another embodiment, the polymr search engine analyzes customer identifiers of inbound callers to identify repeat callers and retrieve previously collected customer data.

Abstract: Aspects of the disclosure relate to managing and routing messages to distributed user devices in an enterprise computing environment. In some embodiments, a computing platform may receive an application content request from an enterprise tablet computing device. The computing platform may generate and send a database query, which may cause a message database server to select message data from a message database hosted by the message database server. After sending the database query, the computing platform may receive, from the message database server, the message data selected from the message database. Subsequently, the computing platform may generate a notification for the enterprise tablet computing device and may send the notification to the enterprise tablet computing device, which may cause the enterprise tablet computing device to display the notification.

Abstract: An approach for training a machine learning model to detect market abuse patterns based on graphical images is disclosed. The approach comprises of creating trade event graphical images based on one or more rules and creating trade risk event graphical images represented by one or more horizontal lines and one or more vertical lines wherein the one or more vertical lines are based on unstructured data. The approach trains a model of a machine learning network to detect market abuse patterns based on the trade event graphical images and the trade risk event graphical images.

Abstract: Disclosed herein are example embodiments that describe how a narrative generation techniques can be used in connection with data visualization tools to automatically generate narratives that explain the information conveyed by a visualization of a data set. In example embodiments, new data structures and artificial intelligence (AI) logic can be used by narrative generation software to map different types of visualizations to different types of story configurations that will drive how narrative text is generated by the narrative generation software.

Abstract: Disclosed herein are example embodiments that describe how a narrative generation techniques can be used in connection with data visualization tools to automatically generate narratives that explain the information conveyed by a visualization of a data set. In example embodiments, new data structures and artificial intelligence (AI) logic can be used by narrative generation software to map different types of visualizations to different types of story configurations that will drive how narrative text is generated by the narrative generation software.

Abstract: An example operation may include one or more of receiving a data file comprising a list of interactive voice response (IVR) prompts, identifying an IVR prompt with incorrect content that will cause an error during one or more of reading and playing of the IVR prompt, modifying the incorrect content via addition or removal of an element from text content within the IVR prompt, and storing the modified IVR prompt in memory.

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: Method for real-time automated call summarization comprises determining an issue of a caller based on at least one of a call transcript, an extracted intent from the call transcript, or a slot of the intent. Based on the issue, a resolution is determined, and further an action item to implement the resolution is determined. The determined resolution and the action item are displayed in a graphical user interface (GUI).

Abstract: A system, method, and computer program product for a model-based data analysis system is disclosed. The method includes the steps of receiving information from one or more respondents that includes at least one response to a question included in a first survey, updating a model based on the received information, and generating a second survey based on the updated model. The method may be implemented by a server application communicating with a client application via a network.

Abstract: A system may include one or more processors disposed within a management network. An end-user network may contain agent instances and one or more servers. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving, from the end-user network, monitor data from on or more monitoring applications on one or more agent instances; determining, based on a specification, operations to be performed on the end-user network, wherein the specification is defined by the end-user network and comprises logical directives, each logical directive including conditions that, if satisfied by the received data, define the operations; and providing, to the one or more servers, the operations.

Abstract: Agents are coached to improve their performance by participation in a speech coaching campaign. In one embodiment, an administrator identifies top and bottom performing agents, and retrieves their voice call recordings that are processed by a speech analytics system to produce word clouds corresponding to desirable and undesirable phrases. After reviewing and potentially editing the word clouds, a set of desirable and undesirable operational phrases are created, which the agent should use, or not use, during a call. A speech analytics system is configured to detect the presence of these operational phrases for an agent when the agent is on a call. The agent may review information depicting how well they are utilizing the desirable phrases and avoiding the undesirable phrases, and points may be allocated reflecting the agent's usage. The points may be processed by a gamification system to incentivize the agent to improve their performance.

Abstract: A data processing system for artificial intelligence-based setting of controls in an evaluation interface comprising a data store storing: a plurality of transactions; a plurality of completed evaluations, each completed evaluation including an indication of a transcript portion associated with an evaluation answer. The system determines a word or phrase common to a first set of transcript portions associated with the evaluation answer; creates a first set of auto answer parameters that includes the word or phrase; auto answers the question for a set of test transactions to generate an auto answer for each test transaction; and based on a determination that the first set of auto answer parameters auto answered the question with a threshold level of accuracy, configures an evaluation system to use the first set of auto answer parameters to preset an answer control in an evaluation operator interface.

Abstract: A mechanism for facilitating customer interactions within a customer service environment provides prompt and accurate answers to customer questions. A smart chat facility for use in a customer service environment to predict a customer problem examines a customer chat transcript to identify customer statements that set forth a customer issue and, responsive to this, can route the customer to an agent, an appropriate FAQ, or can implement a problem specific widget in the customer UI. Customer queries are matched with most correct responses and accumulated knowledge is used to predict a best response to future customer queries. The iterative system thus learns from each customer interaction and can adapt to customer responses over time to improve the accuracy of problem prediction.

Abstract: A mechanism for facilitating customer interactions within a customer service environment provides prompt and accurate answers to customer questions. A smart chat facility for use in a customer service environment to predict a customer problem examines a customer chat transcript to identify customer statements that set forth a customer issue and, responsive to this, can route the customer to an agent, an appropriate FAQ, or can implement a problem specific widget in the customer UI. Customer queries are matched with most correct responses and accumulated knowledge is used to predict a best response to future customer queries. The iterative system thus learns from each customer interaction and can adapt to customer responses over time to improve the accuracy of problem prediction.

Abstract: Customer relationship management (‘CRM’) implemented in a computer system, including administering, by a CRM application of the computer system, with one or more customer representative on behalf of one or more tele-agents asynchronously across one or more platform types, as structure of computer memory of the computer system, a communications session comprising one or more communications contacts with the customer representative in support of the communications session. Digital transcripts of previous contacts are displayed for a tele-agent in real to facilitate communications with the customer representative. The transcripts and associated data are stored as parsed and inferred semantic triples in an enterprise knowledge graph.

Abstract: Customer relationship management (‘CRM’) implemented in a computer system, including administering, by an artificial intelligence agent (‘AIA’) of a CRM application of the computer system, with a customer representative on behalf of a tele-agent, as structure of computer memory of the computer system, a communications session comprising one or more communications contacts with the customer representative; and effecting by the AIA communications with the tele-agent in support of the communications session.

Abstract: A process is described for a call management system to provide a call transcription supervisory monitoring interactive dashboard of incoming calls at a command center. A plurality of incoming calls are received including a first call reflecting a first incident and a second call reflecting a second incident. Audio from the first and second calls are transcribed. First and second incoming call objects are displayed in a call-by-call portion of the interactive dashboard. The transcripts are cross-referenced with a call-by-call keyword database to identify call-by-call keywords of interest, and the incoming call objects are populated with the call-by-call keywords of interest. An all-call object is displayed in an all-call portion of the interactive dashboard. The transcripts are cross-referenced with an all-call keyword database to identify all-call keywords of interest, and the all-call object is populated with the all-call keywords of interest.

Abstract: The present disclosure is directed to methods for determining an adaptive threshold, including specifying a variable, where the variable comprises a real-time state of a contact center; specifying a threshold, where the threshold is related to the variable; monitoring the variable; and adjusting the threshold in relation to a change in the variable.

Abstract: A method, system, and a computer program product are provided for monitoring an emotional state of a conversation by monitoring a communication between first and second persons to determine an emotional state of the communication, providing a visual representation of the emotional state of the communication for display to a person having access to the communication, and performing an intervention action to improve the emotional state of the communication in response to detecting the emotional state of the communication meets one or more specified intervention criteria.

Abstract: The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.

Abstract: An application determines an emotional state of a user based on evaluating facial recognition data of the user captured from the user interacting with the application. The application receives a request from the user to initiate a support call. The request identifies the emotional state of the user. The application predicts, from a set of outcomes of support calls processed by support agents interacting with users having different emotional states, an emotional state that increases a likelihood of achieving a specified outcome for the support call based on the emotional state of the user. The application identifies an available support agent having the predicted emotional state, and assigns the user to interact with the identified support agent for the support call.

Abstract: A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

Abstract: A method by a computing device to allocate computing resources for processing items in a queue using a list of computing resource allocation steps. The method includes determining a total amount of computing resources that are to be allocated for processing items in the queue based on a current number of items in the queue and the list of computing resource allocation steps, where the list of computing resource allocation steps specifies a plurality of ordered steps. Each step in the plurality of ordered steps defines a rate at which additional computing resources are allocated for processing items in the queue when the number of items in the queue is within a particular range. The method further includes adjusting an amount of computing resources allocated for processing items in the queue to match the determined total amount.

Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.

Abstract: An in-call virtual assistant system monitors a real-time call, e.g., a call that is in progress, between multiple speakers, identifies a trigger and executes a specified task in response to the trigger. The virtual assistant system can be invoked by an explicit trigger or an implicit trigger. For example, an explicit trigger can be a voice command from one of the speakers in the call, such as “Ok Chorus, summarize the call” for summarizing the call. An implicit trigger can be an event that occurred in the call, or outside of the call but that is relevant to a speaker. For example, an event such as a speaker dropping off the call suddenly can be an implicit trigger that invokes the virtual assistant system to perform an associated task, such as notifying the remaining speakers on the call that one of the speakers dropped.

Abstract: In a method for managing a contact center system, the method includes: retrieving, by a processor, performance metric data for a plurality of performance metrics of the contact center system; initiating, by the processor, a text-based chat communication with a first electronic device operated by a first agent; displaying, by the processor, an alert during the text-based chat communication, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and displaying, by the processor, the first performance metric in a chat interface of the text-based chat communication.

Abstract: A call-modeling system models calls in real-time, with the goal of helping users, e.g., a sales representative and/or their managers, improve and/or guide the outcome of the calls. The call-modeling system generates real-time probabilities for possible outcomes of the conversation, as well as highlight specific on-call patterns, which may be either conducive or detrimental to a desired conversation outcome. The generated probabilities and highlighted patterns may be used by the sales representatives and/or their managers to either increase the probability of a desired outcome and/or optimize for call duration with a specific outcome.

Abstract: A computer-implemented method for allocating services among a plurality of service operators where each capable of providing at least one service and each service operator operating a respective computer to receiving at a support server a request for service from at least one computer being operated by a user, generating a questionnaire to be answered by the user operating the at least one computer, selecting at least one service operator based upon the answered questionnaire, and establishing a service session between the at least one computer being operated by the user and the computer being operated by the at least one selected service operator for providing the requested service.

Abstract: A device communicates with a user device via a communication session, determines user information relating to the user device or a user of the user device, and determines that the user device is placed on a hold status. The device determines, using a machine learning model, a type of media item to be presented to the user device, where the machine learning model has been trained to identify types of media items to present to user devices when the user devices are placed in the hold status, and selects a media item corresponding to the type of media item. The device presents the media item to the user device via the communication session, determines that the user device is no longer placed on the hold status, and causes the media item to cease being presented.

Abstract: A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

Abstract: A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.

Abstract: A method for analysing performance of a media recording system in a telecommunications network comprising the steps of selecting an extension within a telecommunications network, the extension capable of exchanging communication media, designating a time period within which communication records for the extension should be analysed, receiving communications data for the network extension, the communications data comprising data associated with communications involving the extension with the time period, receiving media data for the network extension, the media data comprising data associated with recorded media content of communications involving the extension within the time period, comparing the communications data with the media data to determine the performance of the communications recording system.

Abstract: A motor controller is provided. The motor controller is coupled to an efficiency indicator device and to a motor that is coupled to a fluid movement device. The motor controller includes a processor. The motor controller is configured to determine a fluid flow amount representing an amount of fluid moved by the fluid movement device during a predefined time period. Additionally, the motor controller is configured to determine a power usage amount representing an amount of power used by at least the fluid movement device and the motor in association with the fluid flow amount, generate an efficiency report associated with at least the fluid flow amount and the power usage amount, and transmit the efficiency report to the efficiency indicator device for presentation thereon.

Abstract: Techniques, including systems are methods, for analyzing data from multiple sources are disclosed and suggested herein. In an embodiment, information from one or more information sources is received. The received information is stored in one or more data stores that collectively implement one or more ontologies. One or more conditions are applied to the information in the one or more data stores to determine a conclusion.

Abstract: A system and method for performing circumstance-specific customer satisfaction monitoring in an ongoing call center interaction are provided. At least one parameter of a message, the message including information regarding giving a signal by a customer of a call center indicating a dissatisfaction of the customer, is determined based on at least one of one or more characteristics of the customer and one or more conditions of the call center. The message is provided to the customer prior to an interaction between the customer and one of a plurality of agents of the call center. The interaction is began, including connecting the customer to one of the agents after the message is provided. Monitoring for a receipt of the signal from the customer during the interaction is performed. An action is taken after the receipt of the signal.

Abstract: Methods, systems, and computer-readable media consistent with the present disclosure manage multiple telephone calls by managing a session record associated with the call, amending the session record according to a plurality of rules to reflect a plurality of instructed actions, evaluating an amended session record to derive at least one of the plurality of instructed actions, and implementing a derived instructed action on the call under the control of an automated apparatus.

Abstract: A pattern recognition system (“system”) automatically determines conversation patterns that distinguish a first set of participants from a second set of participants. For example, a first set of participants can be top performing representatives and the second set of participants can be low performing representatives. The system analyzes a first set of recordings of the top performing representatives to extract a first set of features associated with the first set of recordings, and analyzes the first set of features to generate first pattern data that is indicative of a pattern of the conversation of the top performing representatives. Similarly, the system also generates second pattern data that is indicative of a pattern of the conversation of the low performing representatives. The system analyzes the first pattern data and the second pattern data to generate distinctive features that distinguish the first pattern from the second pattern.

Abstract: A system, method, and computer program product are provided for proactively identifying and addressing customer needs. In use, at least one customer need for at least one customer is predicted, based, at least in part, on information associated with the one or more detected customer care request triggering events, information associated with the one or more customer care interactions, and information associated with the one or more after-effects.

Abstract: Techniques for L3 pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for L3 pairing in a contact center system comprising determining a minimum amount of agent choice, determining a maximum amount of delay, postponing agent selection until at least one of the following conditions is satisfied: (a) the maximum amount of delay has elapsed; or (b) the minimum amount of agent choice has been reached, and selecting an agent among one or more agents for connection to an available contact within the contact center system.