Abstract: Methods, systems and apparatuses may provide for technology that triggers an idle state in a first command streamer in response to a request to reset a second command streamer that shares graphics hardware with the first command streamer. The technology may also determine an event type associated with the request and conduct the request based on the event type.

Abstract: Certain aspects of the disclosure are directed to apparatuses and methods for analyzing digital voice data in a data-communication system. A specific aspect is directed to a data-communication apparatus that includes a data-communication server and processing circuitry in communication therewith. The data-communication server interfaces with a plurality of remotely-situated client entities for providing data communication services.

Abstract: Systems and methods described herein can automatically route an inbound call from an identified customer to one of a plurality of agents, the agent being selected on the basis of likelihood of a favorable outcome. The method determines a predictive model appropriate for the identified customer, with model variables including call center data, and targeted marketing data based upon risk data for the customer. An analytical engine calculates outcome predictions by applying the predictive model to values of model variables over a recent time interval. In a time-series analysis, this calculation is repeated while dynamically adjusting the recent time interval, until identifying a call routing option that satisfies a favorable outcome criterion. This method may be used to select the agent to handle the incoming call, and optionally to select a product for that agent to discuss with the identified customer.

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: A semantic parsing method includes extracting, by a first server, a first entity of a first slot from a first user sentence, modifying the first entity to a second entity of a second slot when the first entity is a pronoun, sending a first server request to a second server, and obtaining a first service result from the second server in response to the first service request. The first service request includes indication information of a first intention and the first entity, the second server is an application server that provides a first skill, and the first service result is based on the first intention and the first entity. The first server returns the first service result to a device to output by the device.

Abstract: Embodiments of the present invention provide methods and systems for performing automatic diarisation of sound recordings including speech from one more speakers. The automatic diarisation has a development or training phase and a utilisation or evaluation phase. In the development or training phase background models and hyperparameters are generated from already annotated sound recordings. These models and hyperparameters are applied during the evaluation or utilisation phase to diarise new or not previously diarised or annotated recordings.

Abstract: A phone tree traversal system includes an input device configured to receive a user call request, a memory, and one or more processors. The one or more processors analyze the user call request to identify an entity to call and an objective of the call, and obtain a map of a phone tree utilized by an automated call receiving system of the entity. The phone tree includes at least one node with multiple path segments that branch from the node, and each node includes a respective prompt. The one or more processors determine a route along the map to an endpoint of the phone tree associated with the objective. During the call, the one or more processors navigate the phone tree to reach the endpoint by submitting information in response to the respective prompt at each node along the route that is determined.

Abstract: A system and method for hierarchical computation of KPI(s). The method encompasses receiving for at least one time slice, counter(s) associated with each node from one or more nodes. The method further encompasses defining at each time slice, metrics for said each node based on associated counter(s). The method thereafter comprises computing a locally aggregated value and a time aggregated value of the metrics. The method further encompasses mapping, the time aggregated value of each metric to a control center hierarchy (CCH). Further the method calculates a hierarchically aggregated value for each metric present in a target list of metrics associated with KPI expression(s) corresponding to said CCH, based on an aggregation of all time aggregated values of said each metric. The method thereafter encompasses computing, by a KPI scheduler unit, the KPI(s) for said CCH based at least on said hierarchically aggregated value and said KPI expression(s).

Abstract: A user device may output an indication of an incoming call from a calling device. The user device may receive a request to screen the incoming call. The user device may analyze a transcription of voice input, received from the calling device, for one or more keywords related to a request for funds. The user device may output one or more input options, which permit a user of the user device to respond to the request for funds, including an input option to transfer funds from a first account associated with the user device to a second account associated with the calling device. The user device may detect a user interaction with the input option to transfer funds from the first account to the second account. The user device may transmit a request that causes funds to be transferred from the first account to the second account.

Abstract: Certain aspects of the disclosure are directed to apparatuses and methods for analyzing customer-interaction metrics from digital voice data in a data-communication system. An example method includes accessing digital voice data indicative of transcribed audio conversations between a plurality of agents and customers of a remotely-situated client entity, the digital voice data including keywords and speech characteristic parameters associated with outcomes of the transcribed audio conversations.

Abstract: A system and method are disclosed for identifying a plurality of past videos posted via a first group of channels, determining, for each channel of a second group, an average number of access requests that a future video to be posted via a respective channel is predicted to receive within a first time interval after posting, determining, for each channel of the second group, a plurality of adjusted average numbers of access requests that the future video to be posted via the respective channel of the second group is predicted to receive within the first time interval, wherein each of the plurality of adjusted average numbers of access requests is determined using an adjustment factor reflecting a number of access requests received by a past video posted via a respective channel of the first group, and determining whether the second group of channels satisfies a predetermined access criterion.

Abstract: A computer-implemented method and system for automating electronic content delivery of predictive information to a customer service representative of a company. A first customer data set is entered in the computer system for identifying a customer. Displayed on a first desktop on a representative's computer system is information related to the customer which may include purchased company products and services of the customer based on the first data set. A second data set is entered in the computer system by the representative contingent upon interaction between the representative and the customer. Perform predictive analytics upon at least a portion of the first and second data sets to determine predictive information relevant to the customer. Display on a second desktop on the representative's computer system the predictive information for review by the representative during an interaction with the customer.

Abstract: System, electronic device, and related methods, in particular a method of operating a system comprising an electronic device is disclosed, the method comprising obtaining one or more audio signals including a first audio signal of a first conversation; determining first speaker metric data of a first speaker based on the first audio signal, the first speaker metric data including first primary speaker metric data; detecting a termination of the first conversation; in accordance with detecting the termination of the first conversation, determining a first post-conversation representation based on the first speaker metric data; and outputting, via the interface of the electronic device, the first post-conversation representation.

Abstract: A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.

Abstract: A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.

Abstract: A computerized-method for a personalized screen recording in a contact center is provided herein. The computerized-method includes, before each interaction between an agent and a customer, operating a predictive screen recording module to yield an Agent Recording Percentage (ARP) value; and based on the ARP value, operating a recording of screen events module for recording one or more voice or digital interactions, on one or more screens associated to a computing device of the agent.

Abstract: A system and method configured to generate a simulated caller dialog including a caller intended issue for a scenario for testing a customer service representative (CSR). A simulated caller dialog is presented to the CSR and a CSR response to the simulated caller dialog is received and includes a CSR interpretation of the caller intended issue to the simulated caller dialog. An understanding determination result based on an intent determination recognition score is generated by an intent determination recognition model is generated in response to a comparison of the CSR interpretation of the caller intended issue matching the caller intended issue in the simulated caller dialog. A CSR score is generated for the scenario based on the understanding determination result. The CSR score is recorded to a database.

Abstract: Described is an approach for operating a motor vehicle, which has an autopilot system designed for completely automatically guiding the motor vehicle, in which technical activatability information is determined depending on driving situation data and/or operating state data of the motor vehicle and system boundaries information describing the range of application of the autopilot system. The motor vehicle also has a display device with a first output element displaying the activatability of the autopilot system according to the technical activatability information. Driver-related recommendation information is determined depending on the operating situation and on preferences in relation to the autopilot system and/or driver data describing the status of the driver in relation to the vehicle guidance. On this basis, a second output element of the display device displays an activation recommendation and/or a deactivation recommendation.

Abstract: A computing system is configured to receive user data from a user associated with a decentralized identifier (DID) and authenticate the user based on the DID via data recorded on a distributed ledger. In response to authenticating the user, the computing system stores the user data redundantly at each of a plurality of decentralized identity stores. One of the plurality of decentralized identity stores is designated as a primary decentralized identity store. In particular, redundantly storing the user data includes storing the user data at the primary decentralized identity store, and causing each remaining decentralized identity store in the plurality of decentralized identity stores to store the user data following the primary decentralized identity store.

Abstract: The present disclosure relates to a system, method, and computer program for extracting utterances corresponding to a user problem statement in a conversation between a human agent and a user. The system obtains a set of utterances from a natural language conversation between the human agent and the user. The system uses a problem-statement classifier to obtain machine-generated predictions as to whether each natural language utterance in the set relates to a problem statement. The system selects one or more utterances from the set as corresponding to a problem statement based on the predictions. The system provides the selected utterances to a downstream system for further processing. In certain embodiments, the problem statement classifier includes an encoder that creates an utterance embedding for each utterance and a prediction module that uses the utterance embeddings to predict whether each utterance corresponds to a user problem statement.

Abstract: A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.

Abstract: A contextual lead generation in an automated communication link establishment and management system may store information related to sales calls. The system may identify strengths and weaknesses of a sales representative. The system may provide training content to the sales representative in real time base on the identified strengths and weaknesses.

Abstract: Various example implementations are directed to circuits, apparatuses, and methods for providing data communications services such as voice-over-IP (VoIP). According to an example embodiment, an apparatus includes one or more VoIP servers configured and arranged to route VoIP calls to and from users of a plurality of customer accounts. Each customer account has a respective plurality of users and a respective settings file. For each of the customer accounts, a processing circuit communicatively coupled to the VoIP servers, records an audio portion of a VoIP call to or from a user of the customer account in response to the VoIP call satisfying a set of recording criteria specified in the settings file for the customer account. The recording criteria for at least one of the customer accounts includes account-level settings for selecting VoIP calls to be recorded and sets of user-level settings indicating criteria for preventing recording of VoIP calls of the individual users.

Abstract: Systems, apparatuses, methods, and computer program products are disclosed for predicting an entity, intent, and emotion based on weighted and segmented portions of captured speech. An example method includes capturing speech and separating the speech and/or text derived from the speech into a plurality of discrete segments. The example method further includes determining or generating metadata, the metadata an entity, an intent, an emotion, and a weight associated with each of the entity, the intent, the emotion. The example method further includes determining a next action based on the determined or generated entity, intent, and emotion of each of the plurality of discrete segments.

Abstract: Embodiments are provided that relate to a computer system, a computer program product, and a computer-implemented method for improving performance of a virtual dialog agent system employing an automated virtual dialog agent. Embodiments involve generating ground truth (GT) from a user's knowledge base, and leveraging the GT to evaluate how the virtual dialog agent performs with the GT. The evaluation measures quality of a multi-turn virtual dialog, and generates a remediation plan directed at an algorithmic improvement of the virtual dialog agent.

Abstract: A communication session may be established between a customer device and a customer service representative device. An artificial intelligence assistant may access the communication session and receive an input. The artificial intelligence assistant may process in the input. The artificial intelligence assistant may determine one or more characteristics of the input. The artificial intelligence assistant may determine an output based on the characteristics of the input. The artificial intelligence assistant may communicate the determined output to the customer service representative.

Abstract: An on-premises system for pre-processing data for forecasting according to an embodiment includes at least one processor and at least one memory having a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the on-premises system to receive a request to forecast contact center data using a cloud system, determine a first number of interactions per unit of time for a source interval, determine a second number of units of time in a destination interval, and determine a third number of interactions in the destination interval based on the first number of interactions per unit of time for the source interval and the second number of units of time in the destination interval.

Abstract: Systems and methods for generating prioritization models and predicting workflow prioritizations are disclosed. Exemplary implementations may: manage environment state information maintaining a collaboration environment; effectuate presentation of a series of questions via a first client computing platform associated with the first user; receive user input from the first client computing platform; generate a first prioritization model based on the response information; and determine one or more priorities for the first user based on the first prioritization model such that a primary first unit of work within the first set of units of work is determined to be a higher priority than a secondary first unit of work within the first set of units of work.

Abstract: Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.

Abstract: A report evaluation method of a report evaluation device may include receiving a report from at least one client terminal, determining a category of the received report, identifying a learning model corresponding to the category, evaluating a reliability of the report through the learning model, and generating and outputting information on the reliability.

Abstract: A system and method are disclosed for assigning a ticket including one or more databases that store data describing electronic communication between one or more customer system communication devices and one or more service center communication devices. Embodiments further include a computer coupled with one or more databases and configured to monitor communication activity to determine whether a communication channel is opened between one or more customer system communication devices and one or more service center communication devices, responsive to a ticket being opened between one or more customer system communication devices and one or more service center communication devices, analyze the ticket for at least one topic and customer data, search the one or more databases for missing customer data, and in response to detecting missing customer data, identify one or more relationship models that predicts a value for the missing customer data based on known customer data.

Abstract: Embodiments are directed to a session management framework for secure communications between host systems and trusted devices. An embodiment of computer-readable storage mediums includes instructions for establishing a security agreement between a host system and a trusted device, the host device including a trusted execution environment (TEE); initiating a key exchange between the host system and the trusted device, including sending a key agreement message from the host system to the trusted device; sending an initialization message to the trusted device; validating capabilities of the trusted device for a secure communication session between the host system and the trusted device; provisioning secrets to the trusted device and initializing cryptographic parameters with the trusted device; and sending an activate session message to the trusted device to activate the secure communication session over a secure communication channel.

Abstract: A method includes (a) receiving and storing interaction time data associated with processes of a communication distributor server for an end-user network having an associated contact center with agent instances; (b) determining whether a trigger specified in a first logical directive is initiated; (c) upon determining that the trigger specified in the first logical directive is initiated, determining whether a metric related to the customer communications with the end-user network satisfies the condition in the first logical directive; and (d) upon determining that the metric related to the customer communications with the end-user network satisfies the condition in the first logical directive, providing the operation to at least one of the end-user network or the communication distributor server.

Abstract: A method of facilitating predictive intent-based routing of service requests. Accordingly, the method may include receiving a service request data from a user device, initiating a chatbot, retrieving a service portfolio based on the receiving of the service request data, processing the service portfolio and the service request data, determining a service level, analyzing the service request data using a first machine learning model, determining an intent based on the analyzing, generating an adjusted service level based on the intent using a second machine learning model, assigning an agent to a user of the at least one user based on the adjusted service level, generating a service notification for the agent based on the assigning, transmitting the service notification to the user device and an agent device associated with the agent, and storing the service request data, the service notification, and the adjusted service level.

Abstract: Systems and methods for assessing the skills of a customer support agent using one or more Artificial Intelligence/Machine Learning (AI/ML) models are disclosed. In at least one embodiment, one or more benchmarks against which the performance of the customer support agent is to be measured are established. The one or more benchmarks may be derived through direct and/or indirect analysis of historical customer service data by an AI/ML benchmark model. In at least one embodiment, data relating to performance of the customer support agent during a customer call is monitored. In at least one embodiment, the AI/ML benchmark model is used to determine one or more benchmark scores identifying whether the customer support agent is meeting the one or more benchmarks.

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: Systems and methods providing drill-down access to timeline events to a user by a user interface are disclosed herein. In some embodiments, a timeline is presented to a user by the user interface. The timeline may comprise a plurality of event cards comprising event data associated with a customer. The user may select an input associated with the event card. Upon selection of the input, a second plurality of event cards indicative of an event category and associate with the customer may be displayed.

Abstract: Systems and methods described herein can automatically route an inbound call from an identified customer to one of a plurality of agents, the agent being selected on the basis of likelihood of a favorable outcome. The method determines a predictive model appropriate for the identified customer, with model variables including call center data, and targeted marketing data based upon risk data for the customer. An analytical engine calculates outcome predictions by applying the predictive model to values of model variables over a recent time interval. In a time-series analysis, this calculation is repeated while dynamically adjusting the recent time interval, until identifying a call routing option that satisfies a favorable outcome criterion. This method may be used to select the agent to handle the incoming call, and optionally to select a product for that agent to discuss with the identified customer.

Abstract: A process for recognizing and responding to a detected audio inquiry by gathering information distributed amongst users and providing a calculated result includes monitoring audio communications and detecting an audio inquiry from a first electronic communication device. It is determined then the audio inquiry is of a distributed information gathering and mathematical operation type and, in response, a plurality of target electronic communication devices that are capable of providing partial answers to the audio inquiry are identified and a request for a partial answer transmitted to each. Corresponding partial answers are received and a mathematical operation performed on the partial answers to generate a final answer to the audio inquiry different from the corresponding partial answers. The final answer is then provided to the first electronic communication device.

Abstract: A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.

Abstract: A system, method and computer program product automating time management, includes an automated time management framework using an AI engine to for making trade offs among tasks as unexpected events occur. Each day is divided into blocks of time called Skeds. Once a Sked has begun, scheduled tasks and tasks that have been manually or automatically added to the Sked are treated as a collection. It is determined if the Sked is balanced based on total available labor minutes compared time to perform uncompleted tasks. If not, a score is calculated for each uncompleted task based on its ratings, including priority, movability, optionality, difficulty, and/or unpleasantness of the task. The uncompleted tasks are ranked using the scores, and abandoned or moved to later Skeds based on the ranking until the Sked is balanced. The balancing process is repeated until the Sked is balanced and, if not, until an end thereof.

Abstract: A system for prioritizing a plurality of requests received from a plurality of clients is disclosed. The system receives the plurality of requests. For each request from the plurality of requests, the system extracts features of the request, where the extracted features provide information regarding a priority in performing the request. The extracted features correspond to a numerical representation of the request, such that if a priority level associated with the request is high the numerical representation comprises higher numerical values compared to another request that is associated with a low priority level. The system determines a prioritization in performing the plurality of requests by ranking a plurality of extracted features representing the plurality of requests based on ranking numerical values associated with the plurality of extracted features.

Abstract: A method and a system for reporting metrics relating to customer calls for fungible agents that are utilizing multiple servicing applications in a contact center environment are provided. The method includes: receiving a service request call from a customer; determining applications that are usable for responding to the service request call from among a predetermined plurality of applications; monitoring the service request call in order to obtain information relating to call timing and events occurring during the call; when the service request call is completed, determining call-specific metrics such as hold time, number of transfers, and or idle time based on the information obtained during the monitoring; and reporting the metrics to a repository. Additional metrics that are specific to an agent assigned to handle the call may also be determined.

Abstract: Providing inter-virtual agent communication between communication devices owned by different users is provided. A first communication channel and a second communication channel are established with a remote data processing system. A virtual agent-to-virtual agent handshake is performed during establishment of the first communication channel. Virtual agent commands are exchanged with a remote virtual agent located on the remote data processing system via the first communication channel. An action corresponding to a virtual agent command received from the remote virtual agent located on the remote data processing system is performed while a human conversation is conducted via the second communication channel.

Abstract: A method and an apparatus for predicting satisfaction of a customer pursuant to a call between the customer and an agent, in which the method comprises receiving a transcribed text of the call, dividing the transcribed text into a plurality of phases of a conversation, extracting at least one call feature for each of the plurality of phases, receiving call metadata, extracting metadata features from the call metadata, combining the call features and the metadata features, and generating an output, using a trained machine learning (ML) model, based on the combined features, indicating whether the customer is satisfied or not. The ML model is trained to generate an output indicating whether the customer is satisfied or not, based on an input of the combined features.

Abstract: A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.

Abstract: Various embodiments described herein relate to a call management system that aims to provide a more efficient, secure, and dynamic technique for authenticating a user based on a location of the user. A server of the call management system receives a phone call from a user device. The server transfers the phone call to an analyst device. When the analyst device accepts the phone call, the server starts an electronic communication session between the user device and the analyst device. The server then determines a current location of the user. The server further determines a question for authentication of the user based on the current location. The server transmits the question to the analyst device. The analyst device transmits the question to the user device via the server. In response to an answer received from the user device, the server authenticates the user.

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: Disclosed herein are embodiments of systems, methods, and products comprises an analytic server for electronic requests routing and distribution. The server receives a plurality of requests from a plurality of electronic user devices. Aiming to routing the plurality of requests to appropriate agents, the server trains an artificial intelligence model for each agent based on historical data. For each request, the server executes the artificial intelligence model to determine a score indicating the probability of the agent converting the request to a successful sale. The server determines an entropy value for each request based on the scores and order the requests into a queue based on the entropy values. The server also calculates a capacity for each agent based on historical agent data. For each request in the queue, the server routes the request to an agent based on at least one of the score and capacity of the agent.

Abstract: Systems and methods for automatically assessing a quality of service for agents of a customer support system are disclosed. An example method may include retrieving historical conversations between the agents and users of the customer support system, receiving user comments for one or more of the historical conversations, identifying which of the received user comments includes keywords indicative of one or more quality of service attributes, generating transcripts of historical conversations associated with the identified user comments, training a machine learning model based at least in part on the generated transcripts and the user comments of the historical conversations associated with the identified user comments, providing a plurality of current conversations between agents and users of the customer support system to the trained machine learning model, and generating a behavioral score for each of the agents using the trained machine learning model.