Abstract: A method and system enables communications with a call center via SMS/MMS and provides an additional communications channel to communicate with the call center in addition to voice, Internet email/IM chat and fax. The call center obtains location information and images from a customer using SMS messages and web pages via a messaging hub.

Abstract: A method and system enables communications with a call center via SMS/MMS and provides an additional communications channel to communicate with the call center in addition to voice, Internet email/IM chat and fax. The call center obtains location information and images from a customer using SMS messages and web pages via a messaging hub.

Abstract: A method and system enables communications with a call center via SMS/MMS and provides an additional communications channel to communicate with the call center in addition to voice, Internet email/IM chat and fax. The call center obtains location information and images from a customer using SMS messages and web pages via a messaging hub.

Abstract: A method and system enables communications with a call center via SMS/MMS and provides an additional communications channel to communicate with the call center in addition to voice, Internet email/IM chat and fax. The call center obtains location information and images from a customer using SMS messages and web pages via a messaging hub.

Abstract: A method for adaptive predictive routing in a contact center system according to an embodiment includes identifying an interaction to be routed to a contact center agent, determining, for each agent cohort of a plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction, wherein the plurality of agent cohorts is in sequential order based on descending agent performance scores for at least one key performance indicator, and routing the interaction to a first contact center agent determined to be available to be routed the interaction.

Abstract: A method for leveraging automated process discovery in a contact center system according to an embodiment includes determining, by a computing system and for each of a plurality of agent-client interactions, an context of an interaction between a corresponding contact center agent and a corresponding contact center client, capturing, by the computing system and for each of the plurality of agent-client interactions, actions taken by the corresponding contact center agent during the corresponding interaction, determining, by the computing system and for each of the plurality of agent-client interactions, a corresponding sequence of actions taken by the corresponding contact center agent based on the captured actions, and applying, by the computing system, sequence matching to generate a common sequence of actions based on the determined corresponding sequence of actions taken for the plurality of agent-client interactions.

Abstract: Systems and methods of the present disclosure facilitate managing information technology service level agreements. In some embodiments, the system includes a server that accesses a database storing a support ticket in memory. The support ticket can include a creation time and a service level agreement. The service level agreement can include a maximum response time. The server initiates, via the computer network, responsive to input from a computing device, a chat session associated with the computing device and the support ticket. The initiating can be associated with a time stamp. The server can be configured to determine a compliance with the service level agreement. The compliance can be computed as a difference between the time stamp and the creation time being less than the maximum response time. The server can be configured to generate a notification of the compliance with the service level agreement.

Abstract: A system and method for call routing based on measuring and applying a digital intensity metric to interact with a user of a provider system is disclosed. Specifically, the embodiments provide systems and methods that allow users to place a voice call to the system. The system receives the voice call from a calling user. The system obtains transaction information and processes the transaction information to summarize the transaction information for the user. The system uses the processed information to calculate a digital intensity metric, and the user is classified as a rare user based on the digital intensity metric. The user is then routed to a special member service representative, user information is provided to the member service representative, consent documents are provided to the user, and executed consent documents are received from the user.

Abstract: A method and system may automatically provide a remote airline agent to a user. A server device receives pending requests to communicate with a remote airline agent from users each attempting to modify a flight segment or obtain assistance related to the flight segment. For each of the requests, the server device obtains flight information for the flight segments to identify a flight urgency level or a flight criticality level for the flight segment. The server device assigns a priority level to each of the pending requests based on one or more attributes associated with each pending request, ranks the pending requests in accordance with the assigned priority levels, and automatically connects to a client device for a highest ranked request of the pending requests to initiate a video chat between the user and the remote airline agent.

Abstract: A method, system, and non-transitory processor-readable medium for optimizing lifecycle rule computer processing including: selecting a set of lifecycle rules to apply to interactions, finding a set of interactions satisfying criteria associated with the lifecycle rule; calculating an associated rule occupancy score based on the number of executed interactions associated with the rule, and executing the rule based on the rule occupancy score associated with the rule.

Abstract: Methods, systems, apparatuses, and computer-readable storage mediums described herein are configured to transfer call context between different call center systems. For example, a first call center system that establishes a communication session between a user and an agent of the first system provides context determined during the session to a call context service. The service stores the context and provides it to other requesting call center systems. For instance, during a call transfer to an agent of a second system, the first system requests the service to provide a transfer number of the second system to which the user is to be transferred. The service determines the transfer number and provides it to the first system. The first system performs the call transfer using the number. After the transfer is complete, the second system provides a request for the context, and the service provides the context to the second system.

Abstract: A method for optimizing a workflow of deferrable work interactions in a contact center that includes: providing a NLP models and a priority model; using text derived from received deferrable working interactions as inputs to the NLP models to generate the NLP scores; using the LP scores as inputs to the priority model to generate the priority score; identifying candidate agents of the agents for handling the deferrable work interactions; receiving an inbound work forecast; receiving agent work schedule data; using an optimization process to generate an optimized workflow for the deferrable work interactions, where the optimized workflow includes assignments in which an agent from the candidate agents is selected to handle the deferrable work interaction and a target timeframe for handling is scheduled; and routing the deferrable work interactions in accordance with the assignments of the optimized workflow.

Abstract: The subject disclosure provides systems and methods for providing access to media content from a server based on a user interface of a client device through which the access is requested. A user may access certain media content, such as a song, album, playlist, a radio station, etc., only if a request for that content is initiated via a specific user interface, and when the user is a subscriber to a reduced subscription tier to a service of the server. To restrict the access in this way, an interface-specific token is generated at a server for each media content. The interface-specific token is received by a user device and is used for further access to the media content from the server.

Abstract: Techniques for decisioning behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for decisioning 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 plurality of possible task-agent pairings among at least one task waiting for assignment and at least one agent available for assignment; and selecting, by the least one computer processor for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set to be offered by the agent or a first compensation to be received by the agent.

Abstract: Connecting to an unsecured wired or wireless network poses severe security and privacy risks. An individual application such as a mobile online banking application address this by using point to point private network connections. Browsers, however, generally do not use point to point private network connections and depend on the target website to establish a secure connection. Providing a secure connection that is the default for all network access and that encrypts all over the air or over the wire traffic mitigates these risks. However, virtual client networks (VPNs) client applications can be difficult to set up and need to be always on to ensure that all network activity is secure. By embedding a VPN capability and automating the connection process, a safe and secure network connection can be made available to users of computing devices.

Abstract: Methods, systems, and computer-readable media for updating a machine learning model utilized in a search engine operation. The method identifies a set of search queries in stored search queries corresponding to a service and apply the identified set of search queries to the search engine to generate one or more search results for the service. Each search result has an assigned aggregate based on values of a set of parameters associated with the service. The method then analyzes the values of the set of parameters to determine a tradeoff point of each parameter to determine one or more weights to apply to the machine learning model based on the tradeoff points. The method stores the determined one or more weights and applies them to the machine learning model for a search query corresponding to the service.

Abstract: Techniques for behavioral pairing in a multistage task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a multistage task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the multistage task assignment system, one or more characteristics of a task; determining, by the at least one computer processor and based at least on the one or more characteristics of the task, a sequence of agents; and pairing, by the at least one computer processor, the task with the sequence of agents.

Abstract: In order to address the technical problems encountered with tenant-specific connection pools and global connection pools, in an example embodiment, an efficient connection pool is provided, which restricts the total number of connections per application runtime instance (as with the global connection pool) but at the same time groups and maintains the connections at the tenant level, using tenant-specific sub-pools.

Abstract: Communications within a call center are routed to agents based on available capacity of the agents. Weighting values are associated with communications and each agent has a maximum capacity. Calls are routed to agents based on a current occupancy of each agent. The current occupancy is determined based on weighting values associated with communications currently being handled by the agents. Agents generally are not assigned a communication that would result in an occupancy that is greater than the agent's maximum capacity.

Abstract: The present application is directed toward techniques for behavioral pairing in a task assignment system. 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, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.

Abstract: A system and method for enhanced outbound campaign management, comprising a campaign management console, a data services engine, a traffic shaper, an agent desktop, Control agent desktop, an autodialer, and a simple dialer which allows enterprises to conduct unified communications campaigns without differentiating between prior expressed written consent consumers, and those who have not provided prior expressed written consent, to being autodialed or receiving artificial or pre-recorded voice messages, allowing for compliance with regulations regarding such consent without splitting or bifurcating or otherwise hampering communications campaigns for the enterprise customers.

Abstract: The present disclosure generally provides a system and method for providing a real-time digital virtual audience. The system and method may include processing video associated with an event to produce a corresponding data stream, combining the corresponding data stream with at least one sequence of predictability data stream to create a digital framework, processing the digital framework into at least one representation of at least one object depicted in the video, and transmitting the at least one representation to one or more communication devices associated with one or more virtual audience members, wherein the one or more virtual audience members are viewing the same event using their respective communication devices.

Abstract: System on a chip, comprising several master pieces of equipment, several slave resources, an interconnection circuit coupled between the master pieces of equipment and the slave resources and capable of routing transactions between master pieces of equipment and slave resources. A first particular slave resource cooperates with an element of the system on a chip, for example a clock signal generator, and the element has the same access rights as those of the corresponding first particular slave resource.

Abstract: Agent conversation item selection is automated by a server that automatically detects speech in a call and converts that speech to text. Software running on the server retrieves one or more items from a data store based on a determination that the text includes one or more keywords or a change in the subject of the call. The keywords can include phrases. The retrieved items include one or more of scripts, articles, manuals, daily bulletins regarding a system state, or any resource that can be used to assist with a customer call or interaction. The software running on the server generates a user interface (UI) output based on the retrieve items, and transmits the UI output to an agent device. Software running on the agent device receives the UI output and displays the retrieved items on a display of the agent device.

Abstract: A virtual assistant server receives a web request such as a HTTP request with one or more call parameters corresponding to a call redirected from an interactive voice response server. The virtual assistant server inputs the received one or more call parameters to a predictive model, which identifies, based on the one or more call parameters, an intelligent communication mode to route the redirected call to. Subsequently, the virtual assistant server routes the redirected call to the intelligent communication mode.

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 method for handling contact center teleservices in voice and/or data through a plurality of mobile devices, such as smartphones, is disclosed. The invention is directed to a novel concept named “Event” in which any interaction between a customer and a call center platform via voice or data is uniquely identified. This concept introduces a functionality into the Cloud-Implemented Intelligent ACD making it able to identify each call or contact with a “tag” that is later used to manage all possible future interactions between the customers and the agents by linking them under the Agent Mobile Platform, while adding the capability to maintain open the communication originally established between a customer and an agent in the case of any communication interruption, either involuntary or voluntary, thus making the C-I IACD able to route the contact once the communication is reestablished or when the customer calls the contact center platform back again.

Abstract: The disclosed systems can regulate access to an online mode for a dynamic transportation matching system. For example, based on a provider efficiency parameter associated with the dynamic transportation matching system, the disclosed systems can prevent a transportation provider device from switching to the online mode within a geographic area. In addition, the disclosed systems can detect a pattern of behavior and, based on a comparison between the pattern of behavior and a behavioral threshold, cause a transportation provider device to switch from the online mode to an offline mode. Further, the disclosed systems can provide a map interface that indicates where a transportation provider device can switch from the offline mode to the online mode. Additionally, the disclosed systems can determine priorities associated with transportation provider devices and, based on the prioritization, selectively allow the transportation provider devices to switch from the offline mode to the online mode.

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

Abstract: Systems, computer program products, and methods are described herein for triggering resource channel mapping for dynamic authentication. The present invention is configured to receive, from a user input device, a request from a user to access resources via a first resource channel; retrieve information associated with the user; query a resource channel repository using the information associated with the user; retrieve, from the resource channel repository, information associated with a second resource channel based on at least the query, wherein the second resource channel is associated with the user; in response, automatically trigger a resource channel mapping engine; map, using the resource channel mapping engine, the second resource channel and the first resource channel; and in response, authorize the request to access the resources via the first resource channel.

Abstract: A computer-implemented method for providing performance information related to a customer service representative. A processor aggregates statistical data related to customer service representatives performance. A menu is then caused to be generated and displayed indicating a plurality of menu items. Each of the plurality of menu items corresponds to one of a plurality of the work-related types of data. Additionally, displayed and processed are one or more work-related alerts in response to receiving the one or more work-related alerts.

Abstract: A computerized-method for enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory-digital-channel type. The computerized-method may include operating an Abandoned-Interactions-Input-Utilization (AIIU) module. The AIIU-module may include: (a) operating an accumulator-module to: (i) retrieve abandoned inbound-interactions from the data store of abandoned inbound-interactions and (ii) forward details of the abandoned inbound-interactions to an analyzer-module; (b) for each abandoned inbound-interaction of the abandoned inbound-interactions, a. operating the analyzer-module on the forwarded details of abandoned inbound-interactions to: (i) extract query context and metadata; and (ii) identify a satisfactory-digital-channel type; b.

Abstract: Methods, systems, and computer-readable media for updating a machine learning model utilized in a search engine operation. The method identifies a set of search queries in stored search queries corresponding to a service and apply the identified set of search queries to the search engine to generate one or more search results for the service. Each search result has an assigned aggregate based on values of a set of parameters associated with the service. The method then analyzes the values of the set of parameters to determine a tradeoff point of each parameter to determine one or more weights to apply to the machine learning model based on the tradeoff points. The method stores the determined one or more weights and applies them to the machine learning model for a search query corresponding to the service.

Abstract: Embodiments described herein provide for performing a risk assessment using graph-derived features of a user interaction. A computer receives interaction information and infers information from the interaction based on information provided to the computer by a communication channel used in transmitting the interaction information. The computer may determine a claimed identity of the user associated with the user interaction. The computer may extract features from the inferred identity and claimed identity. The computer generates a graph representing the structural relationship between the communication channels and claimed identities associated with the inferred identity and claimed identity. The computer may extract additional features from the inferred identity and claimed identity using the graph. The computer may apply the features to a machine learning model to generate a risk score indicating the probability of a fraudulent interaction associated with the user interaction.

Abstract: Systems and methods for providing a universal platform for at-home health testing and diagnostics are provided herein. In particular, a health testing and diagnostic platform is provided to connect medical providers with patients and to generate a unique, private testing environment. In some embodiments, the testing environment may facilitate administration of a medical test to a patient with the guidance of a proctor. In some embodiments, the patient may be provided with step-by-step instructions for test administration by the proctor within a testing environment. The platform may display unique, dynamic testing interfaces to the patient and proctor to ensure proper testing protocols and accurate test result verification.

Abstract: A computing system for managing a contact center having agent instances includes processor(s) in a management network serving an end-user network that includes the contact center and a communication distributor server operable to receive communications from customers to the end-user network and assign one or more of the agent instances to service the communications from the customers. The processor(s) are configured to perform tasks including (a) receiving, from the end-user network, data associated with processes of the server(s) including the communication distributor server, (b) determining, based on a specification, operations to be performed by the one or more servers, and (c) providing, to the one or more servers, the operations, wherein the operations include changing a state of a particular agent instance of the agent instances or modifying an assigned schedule or assigned queue for the particular agent instance. A method and article of manufacture are also provided.

Abstract: Electronic communication methods and systems for rating agents and allowing customers for select agents are provided. Exemplary systems include a communication server for connecting a user to a communication with a contact center, a presence system to determine status of one or more agents, a wait-time determination engine to determine a wait time for one or more agents present for the communication, an agent scoring system for determining a score for one or more agents present for the communication, and a routing engine to connect a selected agent to the communication.

Abstract: A system can route calls based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

Abstract: A computing device according to an embodiment includes one or more processors, a memory in which one or more programs to be executed by the one or more processors are stored, a queue manager configured to receive a security detection request including a detection target file, a plurality of detectors configured to perform a security detection operation on the target detection file, and an operation distributor configured to acquire detection policy information related to the detection target file and distribute the detection target file received from the queue manager to one or more of the plurality of detectors based on the detection policy information.

Abstract: A computer-implemented method is presented for selecting a preferred live agent from a plurality of live agents. The method includes constructing, via the processor, a human expertise matrix pertaining to each of the plurality of live agents by determining an average net promoter score (NPS) for each of the plurality of live agents for each category of a plurality of categories, and in response to a voice call by a user, determining, via the processor, a predicted human expertise on average by collectively assessing the human expertise matrix, a predicted NPS derived from a first deep neural network, and a predicted category derived from a second deep neural network. The method further includes, based on the predicted human expertise on average determined, triggering communication via the live agent communication network between the user and the preferred live agent to initiate a conversation between the user and the preferred live agent.

Abstract: It is an object of the present invention to promote a user's understanding or agreement, and to cause a dialogue to last long. A dialogue system 100 conducts a dialogue with a user 101. A humanoid robot 50-1 presents a first utterance which is a certain utterance. When the user 101 performs an action indicating that the user cannot understand the first utterance or it is predicted that the user performs an action indicating that the user cannot understand the first utterance or when the user does not perform any action indicating that the user can understand the first utterance, or it is predicted that the user will not perform any action indicating that the user can understand the first utterance, then the humanoid robot 50-1 presents a second utterance which is at least one utterance resulting from paraphrasing the contents of the first utterance.

Abstract: A networked interactive expert system is disclosed for selectively providing relevant expertise when a user requires such assistance. System provides a set of networked facilities for determining an expertise needed by a customer based on a location. Such location can be either physical or logical. A physical “location” corresponds, for example, to a department within a retail outlet. Examples of logical “locations” are ones corresponding to a web-page, a product identification code of interest, a customer identification code, and/or explicit knowledge category selected by the customer. An expert studio, from a list of expert studios providing expertise corresponding to the identified location associated with the customer's request, is matched up with the request. Thereafter, a primary connection, supporting an interactive videoconference session, is established between a first networked node associated with the customer and a second networked node associated with the designated expert studio.

Abstract: Embodiments provide systems and methods for a team-based approach to skills-based agent assignment in task routing systems. According to one embodiment, performing skills-based task assignments in a task routing system can comprise identifying a team of agents. The team of agents can comprise a plurality of agents handling a currently assigned task but expected to become available for assignment of a new task. Each agent of the team of agents can be earmarked to one of a plurality of new tasks selected from a queue of tasks. At some point, one of the agents of the team can be detected as being available and the agent detected as being available can be assigned to one of the plurality of new tasks based at least in part on consideration of the earmarking of the agents of the team to the plurality of new tasks.

Abstract: The disclosure discloses a command based interactive system (100) and a method thereof. The system (100) includes an electronic device (102) and an AI engine (108). The electronic device (102) includes a detection module (206), a switching module (208), and a recording module (210). The detection module (206) detects a call and a user input, first context data of the call, and/or pre-setting information. The switching module (208) enables the electronic device (102) to receive a command from the user. The recording module (210) records the command. The AI engine (108) includes an analyser (222), and a communication module (226). The analyzer (222) analyzes the command, and generates conversational threads based on the analysed command. The communication module (226) transmits the conversational threads to the caller.

Abstract: A system and method for recommending business schools based on an assessment of profiles of applicants and business schools. The method stores datasets pertaining to applicants, business schools, and admissions in a database through a storing module. Then the method reads and transforms the datasets into a structured dataset through a reading module. The method normalizes the datasets to provide a corresponding value to each dataset stored in the database through a data normalization module. The method maps first variables with second variables to compare the profile of the applicant and business school through a variable-mapping module. The method creates multi-label classification model through a multi-label classification module. The method computes a first similarity score between the profiles of the applicants and business schools through a similarity module and second similarity score by utilizing admission transactions data through a transaction-based matrix module.

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: The disclosure provides an approach for distribution of functions among data centers of a cloud system that provides function-as-a-service (FaaS). For example, the disclosure provides one or more function distributors configured to receive a request for loading or executing a function, automatically determine an appropriate data center to load or execute the function, and automatically load or execute the function on the determined data center. In certain embodiments, the function distributors are further configured to determine an appropriate data center to provide storage resources for the function and configure the function to utilize the storage resources of the determined data center.

Abstract: A computing system includes processor(s) in a management network that serves an end-user network with agent instances. Server(s), such as a workforce management server or a communication distribution server, receive communications to the end-user network and assign agent instances to service the communications.

Abstract: Techniques are described herein for routing customer support requests via a vertical stack queue. The techniques may include receiving a request for customer support from a user device and identifying a group of agents available to serve the request. The group is associated with a stack queue, and the request is routed to a first level of contact queue pool that includes the group. Upon determining whether a wait time associated the stack queue at the first level of contact queue pool exceeds a predetermined threshold, an additional group of agents to serve the request is identified in addition to the group of the plurality of groups of agents. The group and an additional group of agents are distinct from each other. Upon identifying the additional group, the request is routed to a second level of contact queue pool that includes the additional group of agents.

Abstract: One or more embodiments of techniques or systems for intelligent data presentation are provided herein. Data can be presented on similar devices having different characteristics in different manners. For example, data may be rendered in a first manner on a first device having one monitor, the same data may be rendered in a second manner on a second device having two displays or a different display size. Financial information, sales data, banking information, etc. may be presented in a variety of ways based on capabilities or properties of a device accessing the information or data. Similarly, renderings may be selected based on interaction capabilities or interaction options a user may have with different renderings or presentations. In other embodiments, user interaction with an automated teller machine (ATM), call center, vehicle, or other interface can be based on device properties or device capabilities.