Abstract

A method of applying a confidence classifier for intent classification in association with an automated chat hot according to an embodiment includes processing, by a computing system, an utterance with an intent classifier to determine a probability distribution of possible intents associated with the utterance, generating, by the computing system, a plurality of measures of peakedness of the probability distribution, and applying, by the computing system, a trained confidence classifier to determine a single normalized probability of a most likely intent associated with the utterance based on the plurality of measures of peakedness of the probability distribution.

IPC Classes  ?

• G06F 15/18 - in which a program is changed according to experience gained by the computer itself during a complete run; Learning machines (adaptive control systems G05B 13/00;artificial intelligence G06N)
• G06F 17/27 - Automatic analysis, e.g. parsing, orthograph correction
• G06F 17/30 - Information retrieval; Database structures therefor
• G06N 3/00 - Computing arrangements based on biological models
• G06N 5/02 - Knowledge representation; Symbolic representation

Abstract

A method comprising: receiving a first text corpus comprising punctuated and capitalized text; annotating words in said first text corpus with a set of labels indicating a punctuation and a capitalization of each word; at an initial training stage, training a machine learning model on a first training set comprising: (i) said annotated words in said first text corpus, and (ii) said labels; receiving a second text corpus representing conversational speech; annotating words in said second text corpus with said set of labels; at a re-training stage, re-training said machine learning model on a second training set comprising: (iii) said annotated words in said second text corpus, and (iv) said labels; and at an inference stage, applying said trained machine learning model to a target set of words representing conversational speech, to predict a punctuation and capitalization of each word in said target set.

IPC Classes  ?

• G06F 40/232 - Orthographic correction, e.g. spell checking or vowelisation
• G06F 40/284 - Lexical analysis, e.g. tokenisation or collocates
• G06N 20/00 - Machine learning
• G10L 15/00 - Speech recognition

Abstract

A method for conducting an automated dialogue between an inbound automated voice resource and an outbound automated voice resource during a voice communication session according to one embodiment includes receiving at the inbound automated voice resource an initiation of the voice communication session from the outbound automated voice resource; transmitting, by the inbound automated voice resource, a speech communication to the outbound automated voice resource during the voice communication session, wherein a digital watermark is embedded in the speech communication; identifying, by the outbound automated voice resource, the digital watermark in response to analyzing the speech communication; converting, by the outbound automated voice resource, an outbound automated voice resource communication language from speech to machine language in response to determining that the inbound automated voice resource interprets machine language based on the digital watermark; transmitting, by the outbound automated voice resource, a machine language communication to the inbound automated voice resource; converting, by the inbound automated voice resource, an inbound automated voice resource communication language from speech to machine language in response to determining that the outbound automated voice resource interprets machine language based on the machine language communication; and completing the automated dialogue between the inbound automated voice resource and the outbound automated voice resource using machine language.

IPC Classes  ?

• G06F 40/35 - Discourse or dialogue representation
• G06F 40/279 - Recognition of textual entities
• H04W 4/70 - Services for machine-to-machine communication [M2M] or machine type communication [MTC]

Abstract

A method for transforming a first data display into a second data display according to one embodiment includes presenting the first data display on a graphical user interface element of a user device; modifying the graphical user interface element of the user device in response to receiving a user input; analyzing data display criteria comprising at least one of user device parameters, administrator parameters, user parameters, and data parameters; transforming the first data display into the second data display based on the data display criteria and the modified graphical user interface element of the user device, wherein the first data display is different from the second data display; and presenting the second data display on the modified graphical user interface element of the user device.

IPC Classes  ?

• G06F 3/0484 - Interaction techniques based on graphical user interfaces [GUI] for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range

Abstract

A system for detecting anomalies in metric data provided by one or more customers according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive metric data indicative of a plurality of time-series based observations for a particular customer metric, to define, based on the metric data, a plurality of parameters to characterize one or more spheres each configured to capture a number of time- series based observations for the particular customer metric, and to generate, based on the plurality of parameters, the one or more spheres to determine coverage of the metric data within the one or more spheres and detect one or more anomalies in the metric data.

IPC Classes  ?

• G06F 11/00 - Error detection; Error correction; Monitoring
• G06F 16/215 - Improving data quality; Data cleansing, e.g. de-duplication, removing invalid entries or correcting typographical errors
• G06F 16/28 - Databases characterised by their database models, e.g. relational or object models
• G06K 9/62 - Methods or arrangements for recognition using electronic means
• G06N 20/00 - Machine learning
• G06Q 10/06 - Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

The journeys and/or timelines of multiple customers may be used in escalation management and/or journey mining. An event of interest, pertaining to an issue or an incident, on a timeline may be used in the escalation management and/or journey mining. Escalation management is directed to addressing and resolving incidents, problems, and customer situations which could result in a high level of customer dissatisfaction or damage to a service provider's reputation, using the appropriate response and/or resources. Journey mining is directed to using patterns across customers and their journeys to determine where things in the journey went differently than what was expected.

IPC Classes  ?

• G06Q 30/00 - Commerce
• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising

Abstract

A system for estimating a wait time to connect a customer to an agent according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive incoming interaction data from the customer indicative of a request to estimate the wait time, retrieve historical data indicative of interaction information for one or more interactions that have already been serviced in response to receipt of the request, and generate a wait time estimation based on the historical data.

IPC Classes  ?

• H04M 3/50 - Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers

Abstract

A system including a mobile application on a user's mobile device for connecting to a plurality of contact centers and providing personalized context to the user. The system includes: the mobile application; a connection from the mobile application to a central API service, wherein the central API service provides authentication tokens to the mobile application for facilitating interaction therebetween; a plurality of vendors which the user has associated with their profile and have been integrated with the central API service, wherein the vendors are operably connected with the central API service for information sharing; and a plurality of media channels connecting the plurality of vendors with the central API service, allowing the user to: view personalized context from past interactions between the user and the plurality of contact centers through the mobile application; and connect with the contact centers.

IPC Classes  ?

• H04L 67/53 - Network services using third party service providers
• H04L 67/50 - Network services
• H04L 67/562 - Brokering proxy services
• H04L 67/306 - User profiles
• H04M 3/51 - Centralised call answering arrangements requiring operator intervention

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 he 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.

IPC Classes  ?

• G06F 40/20 - Natural language analysis
• G06F 40/30 - Semantic analysis
• G06Q 10/06 - Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A method for intent mining that includes: receiving conversation data; using an intent mining algorithm to automatically mine intents from the conversation data; and uploading the mined intents into the conversational bot. The intent mining algorithm may include: analyzing utterances of the conversation data to identify intent-bearing utterances; analyzing the identified intent-bearing utterances to identify candidate intents; selecting salient intents from the candidate intents; grouping the selected salient intents into salient intent groups in accordance with a degree of semantic similarity; for each of the salient intent groups, selecting one of the salient intents as the intent label and designating the others as the intent alternatives; and associating the intent-bearing utterances with the salient intent groups via determining a degree of semantic similarity between the candidate intents present in the intent-bearing utterance and the intent alternatives within each group.

IPC Classes  ?

• G06F 40/30 - Semantic analysis
• G06F 40/35 - Discourse or dialogue representation
• G06F 40/284 - Lexical analysis, e.g. tokenisation or collocates
• G06F 40/289 - Phrasal analysis, e.g. finite state techniques or chunking

Abstract

A method for authoring a conversational bot including: receiving conversation data; receiving seed intent data that comprises seed intents having a seed intent label and sample intent-bearing utterances; using an intent mining algorithm to mine the conversation data to determine new utterances to associate with the seed intent; augmenting the seed intent data to include the mined new utterances associated with the seed intents; and uploading the augmented seed intent data into the conversation bot. The intent mining algorithm may include: identifying intent-bearing utterances; identifying candidate intents; for each of the seed intents, identifying seed intent alternatives from the sample intent-bearing utterances; associating the intent-bearing utterances from the conversation data with the seed intents via determining a degree of semantic similarity between the candidate intents of the intent-bearing utterances and the seed intent alternatives.

IPC Classes  ?

• G06F 40/30 - Semantic analysis
• G06F 40/35 - Discourse or dialogue representation
• G06F 40/284 - Lexical analysis, e.g. tokenisation or collocates
• G06F 40/289 - Phrasal analysis, e.g. finite state techniques or chunking

Abstract

A method for resolving customer requests that includes: providing a personal bot assistant and an asynchronous resolution facilitator; receiving a customer request from a first customer and producing a transcript thereof; determining an intent based on the transcript and customer information relating to the determined intent; transmitting an initial set of data to the asynchronous resolution facilitator and assembling therefrom a resolution package that includes an agent interface showing information required to expeditiously resolve the customer request including one or more recommended business processes; displaying the agent interface on a screen of the agent device; receiving input from the agent device that indicates the agent has completed preparing a resolution for the customer request; and providing notification to the first customer of the achieved resolution via the personal device of the first customer.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing

Abstract

A method facilitating a customer exercising post-purchase rights associated with a purchase made by the customer of a product. The method includes: receiving first documentation related to the purchase of the product; extracting purchase data from the first documentation, where the extracted purchase data describes the purchase including a vendor identify, purchase date, and product type; conducting search using terms derived from the extracted purchase data to connect to a vendor website; conducting a search of the vendor website using terms derived from the extracted purchase data to locate a first vendor policy of the vendor that defines a first post-purchase right of the customer; determining a milestone date associated with the first post-purchase right of the customer; and sending a notification to the customer appraising the customer of the milestone date and the material change.

IPC Classes  ?

• G06Q 30/00 - Commerce
• G06Q 10/10 - Office automation; Time management

Abstract

A system for performing contact center agent scheduling according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to generate a workload forecast indicative of a demand that will be introduced into the contact center in a future planning period based on a workload forecast model and time series data, generate a staffing requirement forecast indicative of a number of agents required to handle the workload forecast based on the workload forecast, one or more service goals, and a staffing requirement model, and perform schedule optimization using column generation to generate an optimized contact center agent shift schedule for a plurality of agents based on the staffing requirement forecast and one or more constraints.

IPC Classes  ?

• G06Q 10/06 - Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• G06Q 10/10 - Office automation; Time management
• G06Q 50/30 - Transportation; Communications

Abstract

A contact center system for performing call progress analysis including tone and speech classification according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the contact center system to determine a cumulative average of an entropy of an audio signal received by the contact center system, determine a cumulative average power spectral amplitude and a cumulative average spectral entropy of the audio signal, calculate a difference measure of the audio signal as a difference between the cumulative average of the entropy and the cumulative average spectral entropy, distinguish tones from speech of the audio signal based on the difference measure, and process one or more tones of the audio signal in response to identification of the one or more tones in the audio signal.

IPC Classes  ?

• H04M 3/00 - Automatic or semi-automatic exchanges
• G10L 25/84 - Detection of presence or absence of voice signals for discriminating voice from noise

Abstract

A method related to customers orchestrating engagements with service providers. The method includes providing, by a facilitator entity, a customer journey orchestration service that includes: service providers affiliated with the customer journey orchestration service; a virtual datacenter in which cloud-based applications and databases are operably linked to communication devices of the customers and to the affiliated services providers; customer interface portals for enabling the customers to interact with the virtual datacenter, each customer interface portal being associated with a specific customer; and a customer profile database that stores customer profiles corresponding to respective ones of the customers. The method further includes configuring, by the facilitator entity, an account of the customer for participation in the customer journey orchestration service. The method further includes orchestrating, by the facilitator entity, a current engagement relating to a plurality of the preferred service providers.

IPC Classes  ?

• G06Q 30/00 - Commerce

Abstract

A method for conducting an automated interview session between a candidate and an automated chat resource includes analyzing a candidate resume to identify a first personality trait; generating a first resume-based question based on the first personality trait; presenting, by the automated chat resource, the first resume-based question to the candidate during the automated interview session based on the identified first personality trait; generating a first trait score based on a first response received from the candidate, wherein the first trait score is indicative of a relevance of the identified first personality trait; generating a first question-answer score based on the first resume-based question and the first response, wherein the first question-answer score is indicative of a first question-answer relevance and is used to determine whether to present a second resume-based question to the candidate; analyzing a communication transcript to identify a second personality trait; generating a first transcript-based question based on the second personality trait; presenting, by the automated chat resource, the first transcript- based question to the candidate during the automated interview session based on the identified second personality trait; analyzing a second response from the candidate to determine whether the candidate possesses the identified second personality trait; generating a second trait score based on the second response in response to determining whether the candidate possesses the identified second personality trait, wherein the second trait score is indicative of a relevance of the identified second personality trait; and generating a second question-answer score based on the first transcript-based question and the second response, wherein the second question-answer score is indicative of a second question-answer relevance and is used to determine whether to present a second transcript-based question to the candidate.

IPC Classes  ?

• G06Q 10/06 - Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• G06Q 10/10 - Office automation; Time management
• G06Q 10/00 - Administration; Management

Abstract

A system comprising: at least one hardware processor; and a non-transitory computer-readable storage medium having stored thereon program code, the program code executable by the at least one hardware processor to: receive, by a processor, data associated with an interaction between a customer and an agent in a contact center, automatically analyze, by the processor, said data to identify one or more topics associated with a content of said interaction, automatically associate, by the processor, one or more questions from a dataset of questions with each of said identified topics, automatically construct, by the processor, a questionnaire comprising said associated questions, and output said questionnaire to said customer.

IPC Classes  ?

• G06Q 10/06 - Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A system and method for predicting performance for a contact center via machine learning includes invoking, by a processor, an interaction between a contact center resource and an end user, and recording, by the processor, the interaction. The processor automatically analyzes the recorded interaction for identifying attributes associated with the interaction. The processor provides the identified attributes to a machine learning model which predicts a performance score based on the identified attributes. The performance score is compared against a threshold score, and a recommendation is output by the processor based on the comparing. The end user may be a candidate contact center agent considered for hiring, and the recommendation may be to hire the candidate or advance the candidate to a next step of an interview process.

IPC Classes  ?

• G06Q 10/06 - Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising
• G10L 15/08 - Speech classification or search

Abstract

A system and method are presented for delivering modular tools through a cloud-based remote computing environment. Users may create and customize extensions to the modular tools for integration with the product system without requiring change to product. Using a script tag added to a website, a user is able to install the modular tool to a website. The modular tool extensions are able to directly communicate with handlers and websites and are able to become directly integrated with a premises-based product. This may be done through a multiplexed API exposed to the modular tool extensions that directly couples them to the premises-based product. The modular tools are able to be configured in the premises-based product, however they are hosted in the cloud and as such, the premises-based product is able to receive continuous integration and deployment from the cloud.

IPC Classes  ?

• G06F 3/0481 - Interaction techniques based on graphical user interfaces [GUI] based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• G06F 8/38 - Creation or generation of source code for implementing user interfaces
• G06F 1/16 - Constructional details or arrangements
• G06F 3/01 - Input arrangements or combined input and output arrangements for interaction between user and computer

Abstract

Methods, systems, and computer program product for automatically performing sentiment analysis on texts, such as telephone call transcripts and electronic written communications. Disclosed techniques include, inter alia, lexicon training, handling of negations and shifters, pruning of lexicons, confidence calculation for token orientation, supervised customization, lexicon mixing, and adaptive segmentation.

IPC Classes  ?

• G06F 7/00 - Methods or arrangements for processing data by operating upon the order or content of the data handled
• G06F 17/27 - Automatic analysis, e.g. parsing, orthograph correction
• G06F 17/30 - Information retrieval; Database structures therefor

Abstract

A system and method are presented for predicting workload demand in a customer journey application. Using historical information from journey analytics, journey moments can be aggregated through various stages. Probability-distribution-vectors can be approximated for various paths connected the stages. Stability of such probability distribution can be determined through statistical methods. Predictions for future volumes progressing through the stages can be determined through recursive algorithms after applying a time-series forecasting algorithm at the originating stage(s). Once future volumes have been forecasted at every stage, future workload can be estimated to better capacity planning and scheduling of resources to handle such demand to achieve performance metrics along the cost function.

IPC Classes  ?

• G06F 9/46 - Multiprogramming arrangements
• G06Q 10/00 - Administration; Management
• G06Q 10/04 - Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem"
• H04M 3/50 - Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing

Abstract

A system and method are presented for implementing cross-origin sessions in collaboration platforms. A webchat iframe may store data with an expiration and a list of domains that are able to access the iframe. Functionalities such as co-browse and webchat are enabled to work across navigation from one friendly domain to another friendly domain as a result. Browser restrictions may be circumnavigated that forbid webpages housed on different domains to share data. In an embodiment, a whitelist may be stored of potential accessors and a time to live with each datum. In an embodiment, data may be retrieved from the same origin or it may be retrieved from another origin. In another embodiment, data may be protected from unauthorized accessors.

IPC Classes  ?

• H04L 29/08 - Transmission control procedure, e.g. data link level control procedure
• H04L 29/06 - Communication control; Communication processing characterised by a protocol

Abstract

A system and method are presented for omni-channel notification and selection. A first party selects a first channel from a plurality of channels based on an estimated wait time for interaction with another party in a contact center or enterprise setting. The plurality of channels may comprise any means of interaction, such as chat, phone call, SMS, video, etc. While waiting in queue for the preferred first channel, the first party is presented with estimated wait times, which are dynamically updated, for other channels. Based on the first party's preferences and the presented estimated wait times for the other channels, the first party may elect to change interaction channels from the first channel to a second channel. The first party may then be moved to a different queue corresponding to the second interaction channel.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing
• H04M 1/725 - Cordless telephones

Abstract

A method for automating interactions with enterprises includes: receiving, through a user interface, a natural language request from a customer; determining a customer intent from the natural language request; conducting an automated interaction by: determining, by a personal bot controller circuit, an enterprise to service the customer intent; loading an enterprise library for interacting with an application programming interface (API) of the enterprise, the enterprise library including one or more library functions; identifying a library function for servicing the customer intent from among the one or more library functions; generating a request based on the identified library function and the customer intent; transmitting the generated request to the enterprise to initiate an interaction; receiving a response from the enterprise; and notifying the customer of a result of the interaction.

IPC Classes  ?

• H04M 3/493 - Interactive information services, e.g. directory enquiries
• H04M 3/50 - Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing

Abstract

A method for automating interactions with enterprises includes: receiving, by a user interface, a natural language request from a customer; determining a customer intent from the natural language request; conducting an automated interaction by: determining, by a personal bot controller circuit, an enterprise to service the customer intent; loading an enterprise library for interacting with a chatbot of the enterprise, the enterprise library comprising one or more library functions; identifying a library function for servicing the customer intent from among the one or more library functions; generating a text string request based on the identified library function and the customer intent; transmitting the generated text string request to the chatbot of the enterprise; receiving a text response from the chatbot of the enterprise; and notifying the customer of a result of the interaction.

IPC Classes  ?

• H04M 3/493 - Interactive information services, e.g. directory enquiries
• H04M 3/50 - Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing

Abstract

According to one embodiment, a method for automating an interaction between a user and a contact center includes: receiving, by a processor, a natural language inquiry from the user; identifying, by the processor, a user intent from the natural language inquiry using a natural language processing module; loading, by the processor, a script corresponding to the user intent, the script comprising a plurality of fields of information associated with the user intent; filling at least one of the fields of information of the script based on a stored user profile; and supplying the filled fields of information to the contact center in accordance with the script. Some embodiments of the present invention relate to systems and methods for augmenting interactions between the user and the contact center.

IPC Classes  ?

• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing
• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• G10L 13/04 - Methods for producing synthetic speech; Speech synthesisers - Details of speech synthesis systems, e.g. synthesiser structure or memory management
• G10L 15/22 - Procedures used during a speech recognition process, e.g. man-machine dialog
• G10L 15/18 - Speech classification or search using natural language modelling

Abstract

A system and method are presented for a multiclass approach for confidence modeling in automatic speech recognition systems. A confidence model may be trained offline using supervised learning. A decoding module is utilized within the system that generates features for audio files in audio data. The features are used to generate a hypothesized segment of speech which is compared to a known segment of speech using edit distances. Comparisons are labeled from one of a plurality of output classes. The labels correspond to the degree to which speech is converted to text correctly or not. The trained confidence models can be applied in a variety of systems, including interactive voice response systems, keyword spotters, and open-ended dialog systems.

IPC Classes  ?

• G10L 15/00 - Speech recognition
• G10L 15/01 - Assessment or evaluation of speech recognition systems
• G10L 15/08 - Speech classification or search
• G10L 15/10 - Speech classification or search using distance or distortion measures between unknown speech and reference templates
• G10L 15/26 - Speech to text systems

Abstract

In a method for managing a communication system, the method includes: identifying, by a processor, initiation of a chat communication session with a user device operated by a user; establishing, by the processor, a connection to the chat communication session by an automated chat resource; routing, by the processor, the chat communication session to a first agent device operated by a first agent; detecting, by the processor, a disconnection of the user device from the chat communication session; maintaining, by the processor, the connection to the chat communication session by the automated chat resource during a timeout period after the disconnection of the user device is detected; detecting, by the processor, the user device reconnecting to the chat communication session; and routing, by the processor, the chat communication session to a contact center resource.

IPC Classes  ?

• G06F 3/048 - Interaction techniques based on graphical user interfaces [GUI]
• G06F 3/0481 - Interaction techniques based on graphical user interfaces [GUI] based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• H04W 4/029 - Location-based management or tracking services
• G06Q 10/10 - Office automation; Time management
• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising

Abstract

A method for configuring a topic-specific chatbot comprising: clustering a plurality of transcripts of interactions between customers and agents of a contact center of an enterprise to generate a plurality of clusters of interactions, each cluster of interactions corresponding to a topic, each of the interactions including agent phrases and customer phrases; for each cluster of the plurality of clusters of interactions: extracting a topic-specific dialogue tree for the cluster; pruning the topic-specific dialogue tree to generate a deterministic dialogue tree; and configuring a topic-specific chatbot in accordance with the deterministic dialogue tree; and outputting the one or more topic-specific chatbots, each of the topic-specific chatbots being configured to generate, automatically, responses to messages regarding the topic of the topic-specific chatbot from a customer in an interaction between the customer and the enterprise.

IPC Classes  ?

• G06F 17/00 - Digital computing or data processing equipment or methods, specially adapted for specific functions

Abstract

A system and method are presented for the re-authentication of asynchronous messaging, specifically within enterprise to consumer communications. A third-party enterprise messaging server may be used as a conduit for a messaging service allowing for customer interaction with a business. The messaging server can append a re-authentication process for customers once a customer has been authenticated by the enterprise. Each time a customer resumes an interaction exceeding a timeout threshold, the messaging server invokes its re-authentication process. Lapsed interactions may be treated as continuous without having the customer re-authenticate through the enterprise specific authentication.

IPC Classes  ?

• G06F 3/048 - Interaction techniques based on graphical user interfaces [GUI]
• G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs
• H04L 29/06 - Communication control; Communication processing characterised by a protocol

Abstract

A method for providing overload protection to a real-time computational engine configured to compute a plurality of values corresponding to a plurality of entities includes, when an overload protector is in an overload state: identifying one or more entities in a normal status and having high corresponding load contributions; downgrading the identified one or more entities; in response to detecting that a load level is below a low threshold, transitioning the overload protector to a recovery state and beginning a cool down period; and, when the overload protector is in the recovery state: upgrading a first group of entities of the one or more downgraded entities to a normal status; determining whether the cool down period has ended; and in response to determining that the cool down period has ended: upgrading all downgraded entities to the normal status.

IPC Classes  ?

• G06F 9/50 - Allocation of resources, e.g. of the central processing unit [CPU]

Abstract

A system and method are presented for load balancing across media server instances. In an embodiment, media is broken out into a multi-tenanted service allowing the media to be scaled independently of the number of organizations supported on a cloud-based collaboration platform. Scaling may occur in a scaling-out or a scaling-in operation. States for a media service may comprise in-service, quiescing, quiesced, failed, etc. The states may be used to monitor sessions associated with an instance and determine which media instances to terminate during a scaling-in operation. In an embodiment, new instances may be added to a collection of media instances in response to an increased workload in a scaling-out operation.

IPC Classes  ?

• H04L 29/08 - Transmission control procedure, e.g. data link level control procedure
• H04L 27/20 - Modulator circuits; Transmitter circuits

Abstract

A method for automated quality management of agents of a contact center includes: selecting, by a processor, a topic for interacting with a human agent of the contact center; identifying, by the processor, a dialog tree associated with the selected topic; and engaging, by the processor, in an automated communication session with the human agent based on the identified dialog tree, wherein the engaging of the automated communication session includes: receiving, by the processor, an agent input; identifying, by the processor, a current node of the dialog tree associated with the agent input; selecting, by the processor, an automated phrase to be output in response to identifying the current node; and outputting, by the processor, the automated phrase.

IPC Classes  ?

• G06Q 50/30 - Transportation; Communications
• H04L 12/58 - Message switching systems

Abstract

A system and method for engaging in an automated dialog with a user. A processor retrieves a preset dialog flow that includes various blocks directing the dialog with the user. The processor provides a prompt to the user based on a current block of the dialog flow, receives an action from the user in response to the prompt, and retrieves a classification/decision tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow. Each of the nodes represents a user intent. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is further identified based on the selected node, and a response is output in response to the identified target block.

IPC Classes  ?

• H04M 3/42 - Systems providing special services or facilities to subscribers

Abstract

A method of establishing communication across contact center systems of unaffiliated entities includes receiving a first signal from a first server of a first contact center system, the first signal being indicative of an event associated with a first entity of the unaffiliated entities, identifying a user based on an identifier embedded within the first signal, identifying one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user, predicting impact of the event on the one or more second entities, identifying a particular entity from among the one or more second entities predicted to be impacted by the event, and generating a second signal for transmission to a second server of a second contact center system associated with the identified particular entity, the second signal including data corresponding to the user and the event.

IPC Classes  ?

• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising
• G06Q 50/14 - Travel agencies
• G06Q 10/02 - Reservations, e.g. for tickets, services or events
• G06F 21/57 - Certifying or maintaining trusted computer platforms, e.g. secure boots or power-downs, version controls, system software checks, secure updates or assessing vulnerabilities

Abstract

A system and method for self-deploying applications for a contact center. An executable unit is built for deploying an application for the contact center, and the application and logic for provisioning the application are aggregated into the executable unit. The executable unit is then provided for deployment. When the executable unit is run, logic within the executable unit is configured to automatically register the application on the computing environment, discover and resolve services used by the application, and start the application on the computing environment.

IPC Classes  ?

• H04L 29/06 - Communication control; Communication processing characterised by a protocol
• H04M 3/51 - Centralised call answering arrangements requiring operator intervention

Abstract

A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.

IPC Classes  ?

• G06F 9/50 - Allocation of resources, e.g. of the central processing unit [CPU]

Abstract

A system and method for providing an interactive media response menu in an interactive media response (IMR) system is described. The system provides an end user with an IMR menu. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.

IPC Classes  ?

• H04M 3/493 - Interactive information services, e.g. directory enquiries

Abstract

A method includes: receiving, by a processor, an evaluation form including a plurality of evaluation questions; receiving, by the processor, an interaction to be evaluated by the evaluation form; selecting, by the processor, an evaluation question of the evaluation form, the evaluation question including a rule associated with one or more topics, each of the topics including one or more words or phrases; searching, by the processor, the interaction for the one or more topics of the rule in accordance with the presence of one or more words or phrases in the interaction to generate a search result; calculating, by the processor, an answer to the evaluation question in accordance with the rule and the search result; and outputting, by the processor, the calculated answer to the evaluation question of the evaluation form.

IPC Classes  ?

• G06Q 10/06 - Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• G06Q 10/10 - Office automation; Time management
• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising

Abstract

In a system for dynamically generating an execution flow for a customer contact center, the system includes: a switch; a processor coupled to the switch; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive customer input related to an ongoing communication session; perform natural language processing on the customer input to identify a plurality of intent parameters including a customer objective; generate an execution flow for achieving the customer objective based on the plurality of intent parameters; and transmit a signal to the switch for routing the ongoing communication session to a contact center resource according to the execution flow.

IPC Classes  ?

• H04M 3/493 - Interactive information services, e.g. directory enquiries

Abstract

A communication system includes: a processor; and a memory, the memory storing instructions that, when executed by the processor, cause the processor to: monitor a chat communication session; identify a piece of information exchanged during the chat communication session; compare the piece of information with profile information of a first user participating in the chat communication session; transmit a signal to an electronic device operated by the first user to suggest assigning a tag to the piece of information; receive a request from the electronic device operated by the first user to view the piece of information associated with the tag; and transmit the piece of information to the electronic device for display thereby.

IPC Classes  ?

• G06F 21/31 - User authentication

Abstract

A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/42 - Systems providing special services or facilities to subscribers

Abstract

System and method for a secure interactive voice response (IVR) includes: receiving a communication from a first party regarding a transaction, over a communication network; connecting the second party with the communication to service the communication; creating an anonymous order entry for the transaction; detecting sensitive information in the communication; isolating the sensitive information in the communication from the second party; route the communication to a secure system for processing of the sensitive information; and reconnecting the communication to complete the transaction.

IPC Classes  ?

• H04M 3/493 - Interactive information services, e.g. directory enquiries

Abstract

A method for handling an interaction between an individual having a physical impairment and a customer contact center includes: detecting, by a processor, an interaction directed to a route point; determining, by the processor, whether the interaction is associated with an individual having a physical impairment; identifying, by the processor, a first resource of the contact center for handling the interaction, wherein the first resource is assigned an attribute indicative of being suitable for handling interactions with individuals having the physical impairment; ascertaining, by the processor, a presence of the first resource at a place enabled for handling interactions with individuals having the physical impairment; and transmitting, by the processor, a signal for routing the interaction to the first resource for servicing via the place, wherein in response to the signal, a communication session is established with a user device of the individual having the physical impairment.

IPC Classes  ?

• G06Q 50/30 - Transportation; Communications
• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising
• H04L 12/725 - Selecting a path with suitable quality of service [QoS]

Abstract

A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.

IPC Classes  ?

• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising
• G06Q 50/30 - Transportation; Communications
• H04L 12/725 - Selecting a path with suitable quality of service [QoS]

Abstract

A system and method for providing secure access to electronic records. The system authenticates a user associated with the electronic records, receives a request to access the electronic records, and provides access to the electronic records in response to authenticating the user. The system also receives user input data and updates the electronic records based on the user input data. The system further monitor a trigger condition associated with the user input data, and transmits a notification in response to detecting the trigger condition. The trigger condition may be, for example, an interaction with a device associated with a particular business entity.

IPC Classes  ?

• G06F 21/60 - Protecting data
• G06F 21/35 - User authentication involving the use of external additional devices, e.g. dongles or smart cards communicating wirelessly
• H04L 12/58 - Message switching systems

Abstract

A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.

IPC Classes  ?

• H04M 3/42 - Systems providing special services or facilities to subscribers

Abstract

A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.

IPC Classes  ?

• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing

Abstract

Technologies for authenticating a speaker in a voice authentication system using voice biometrics include a speech collection computing device and a speech authentication computing device. The speech collection computing device is configured to collect a speech signal from a speaker and transmit the speech signal to the speech authentication computing device. The speech authentication computing device is configured to compute a speech signal feature vector for the received speech signal, retrieve a speech signal classifier associated with the speaker, and feed the speech signal feature vector to the retrieved speech signal classifier. Additionally, the speech authentication computing device is configured to determine whether the speaker is an authorized speaker based on an output of the retrieved speech signal classifier. Additional embodiments are described herein.

IPC Classes  ?

• G10L 15/00 - Speech recognition
• G10L 15/02 - Feature extraction for speech recognition; Selection of recognition unit
• G10L 15/10 - Speech classification or search using distance or distortion measures between unknown speech and reference templates
• G10L 15/20 - Speech recognition techniques specially adapted for robustness in adverse environments, e.g. in noise or of stress induced speech
• G10L 15/28 - Constructional details of speech recognition systems

Abstract

Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.

IPC Classes  ?

• H04L 12/721 - Routing procedures, e.g. shortest path routing, source routing, link state routing or distance vector routing
• H04L 12/833 - Marking packets or altering packet priority upon congestion or for congestion prevention

Abstract

Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

IPC Classes  ?

• G06F 17/27 - Automatic analysis, e.g. parsing, orthograph correction
• G06Q 10/00 - Administration; Management
• H04J 3/14 - Monitoring arrangements
• H04M 3/00 - Automatic or semi-automatic exchanges
• H04M 3/36 - Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• H04M 3/42 - Systems providing special services or facilities to subscribers

Abstract

A method has steps for receiving at a call center implemented in a network, a first call from a caller using a first telephony-enabled device, connecting the received first call to an agent in the call center, creating and storing in a data repository at the call center a live call record associating an identity of the caller or a device of the caller with the agent to whom the first call is connected, receiving, while the first call is active, a second call from the same caller using a second telephony-enabled device, querying the data repository and discovering the live call record, routing the second call to the same agent to whom the first call is routed, and terminating the first call, but leaving the live call record in place.

IPC Classes  ?

• H04L 29/06 - Communication control; Communication processing characterised by a protocol
• H04L 29/08 - Transmission control procedure, e.g. data link level control procedure

Abstract

A system includes a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to receive a request for an interaction with an agent device. The processor determines a patience time threshold for the customer in response to the request for an interaction. The processor suggests to return to the interaction at a time based on the patience time threshold, and performs the return interaction by the agent device based on the determination.

IPC Classes  ?

• H04M 3/48 - Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy

Abstract

A system includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace. The contact center to routes the consumer to the agent workstation based on the relationship.

IPC Classes  ?

• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising
• H04M 3/51 - Centralised call answering arrangements requiring operator intervention

Abstract

A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.

IPC Classes  ?

• G06Q 20/40 - Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check of credit lines or negative lists
• G06Q 20/38 - Payment architectures, schemes or protocols - Details thereof

Abstract

A system has a router connected to one or more channels, a server connected to the network having a processor coupled to at least one data repository and software executing on the processor, and one or more templates, each template dedicated to a particular objective and comprising one or more representations of data related to the objective of the template, and required to accomplish the objective. Upon receipt of a transaction from a sender, the router routes the transaction to the server, which determines an objective for the transaction, selects the template dedicated to the determined objective, compares input from the transaction against the one or more representations of data, matches input data to the data representations, determines when and if all data representations are satisfied, and stores in the data repository the matched input data associated with the data representations and with the sender.

IPC Classes  ?

• H04M 3/493 - Interactive information services, e.g. directory enquiries
• H04M 11/06 - Simultaneous speech and data transmission, e.g. telegraphic transmission over the same conductors

Abstract

In a method for managing customer feedback, the method includes: receiving, by a processor, an answer to a survey question, wherein the answer to the survey question is associated with a customer; transmitting, by the processor, a notification to a first electronic device, in response to the answer to the survey question having a value less than a threshold value; receiving, by the processor, a reply communication via a first communication medium from the first electronic device, wherein the reply communication comprises an instruction to contact the customer; and initiating a connection, by the processor, between the first electronic device and a second electronic device associated with the customer in a second communication medium different from the first communication medium in response to the receiving of the reply communication.

IPC Classes  ?

• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising
• G06Q 10/06 - Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention

Abstract

A method for detecting and categorizing topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; filtering, by the processor, the plurality of fragments to generate a filtered plurality of fragments; clustering, by the processor, the filtered fragments into a plurality of base clusters; and clustering, by the processor, the plurality of base clusters into a plurality of hyper clusters.

IPC Classes  ?

• G06F 17/30 - Information retrieval; Database structures therefor
• G10L 15/00 - Speech recognition

Abstract

In a system for recording agent interactions, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: initiate a screen recording session on an electronic device; monitor for a media communication occurring on the electronic device; generate a metadata file corresponding to the media communication, wherein the metadata file comprises a start time of the media communication with respect to the screen recording session; display a user interface to display a video of the screen recording session, wherein the user interface includes a progress bar for the video; display a marker based on the metadata file; and navigate to a location of the video corresponding to the media communication in response to detecting a selection of the marker.

IPC Classes  ?

• H04N 21/433 - Content storage operation, e.g. storage operation in response to a pause request or caching operations
• H04N 21/45 - Management operations performed by the client for facilitating the reception of or the interaction with the content or administrating data related to the end-user or to the client device itself, e.g. learning user preferences for recommending movies 
• H04N 5/76 - Television signal recording

Abstract

A method for generating an agent work schedule includes: analyzing, on a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analysing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness.

IPC Classes  ?

• G06Q 10/06 - Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.

IPC Classes  ?

• G06Q 10/10 - Office automation; Time management
• G06Q 10/06 - Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• G06Q 50/10 - Services

Abstract

In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer.

IPC Classes  ?

• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising

Abstract

A system including: a processor; and memory, the memory storing instructions that, when executed by the processor, cause the processor to: receive a request received over a network link, the network link being established between the system and a wearable computing device, the request comprising data corresponding to an event detected by the wearable computing device; and route the request to a resource in accordance with the data of the request.

IPC Classes  ?

• H04W 76/02 - Connection set-up

Abstract

A system includes multiple applications executing on a device. One or more user-interfaces connect with the device. The one or more user-interfaces interact with the applications as user-interface activities. A processor sends or receives an indication of the user-interface activities for the multiple applications. The multiple applications are closed or locked, or the device logged out, based on the indication of the user-interface activities for the multiple applications.

IPC Classes  ?

• G06F 9/44 - Arrangements for executing specific programs
• G06F 3/01 - Input arrangements or combined input and output arrangements for interaction between user and computer

Abstract

An apparatus includes: a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and receive information regarding the interaction after termination of the interaction with the contact center.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention

Abstract

An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.

IPC Classes  ?

• G06F 17/30 - Information retrieval; Database structures therefor
• H04L 12/16 - Arrangements for providing special services to substations

Abstract

A method for generating a recommended action during a voice interaction in a contact center includes: analyzing in real time, on a computer system including a processor and memory storing instructions, audio data of the voice interaction; detecting, on the computer system, events from the audio data; identifying, on the computer system, a plurality of identified features corresponding to the detected events; supplying, on the computer system, the identified features to a statistical model; and identifying, on the computer system and using the statistical model and the identified features, the recommended action from a plurality of actions.

IPC Classes  ?

• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising
• G06Q 50/30 - Transportation; Communications

Abstract

A social content distribution network (SCDN) allows content producers to search over content sponsors to learn about demand in content sponsor sub-networks. Audience tracking tools are provided for the content sponsor to learn about demand for content within different audiences (content consumers) in any of the content destinations and within different audiences in any of the content destinations. Content sponsors are also provided facilities to search over an index of content producers to find relevant content to push. Having discovered content the sponsor wishes to push into a particular audience, the sponsor may use the SCDN platform to create a payload that includes a link to the selected content and a creative that annotates the link, deliver this payload, and track its performance in the content destination.

IPC Classes  ?

• G06Q 50/30 - Transportation; Communications
• G06Q 50/10 - Services

Abstract

A method has acts for coupling from a computerized server executing software on a processor from a non-transitory medium to two or more computerized appliances operated by persons in a contact center, and updating text composition and editing results in real time in a display of each of the computerized appliances as any person operating a coupled computerized appliance composes or edits in a text-based communication application.

IPC Classes  ?

• G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs

Abstract

A user interface for chat sessions. A user may designate, or pin, one or more messages sent or received during a chat session to be displayed for the duration of the chat session, while other messages may scroll off of the top of the chat window transcription area. Designated messages may be displayed, for example, at the top or bottom of the transcription area, or in a separate window.

IPC Classes  ?

• G06Q 50/30 - Transportation; Communications
• G06F 3/048 - Interaction techniques based on graphical user interfaces [GUI]
• H04W 4/12 - Messaging; Mailboxes; Announcements

Abstract

A system and method is provided for providing contact center services via a mobile application on a mobile device. Status of a service request that is transmitted to a contact center is monitored. When a change in the status is detected, a notification is automatically transmitted to the mobile application. An interaction request is received from the mobile application in response to the notification. The interaction request identifies the service request. A party handling the service request is identified in response to receipt of the interaction request. The identified party is invited for engaging in interaction with the mobile device.

IPC Classes  ?

• G06Q 30/02 - Marketing; Price estimation or determination; Fundraising
• H04W 4/02 - Services making use of location information

Abstract

A method for aggregating and reporting data from a plurality of data sources in a contact center is provided. The method includes: maintaining by a computer device aggregated data for a current interval; updating by the computer device the aggregated data for the current interval based on updates for the current interval received from one or more of the data sources; determining by the computer device whether the current interval has expired; in response to determining that the current interval has not expired, reporting the updated aggregated data for the current interval to a client; and in response to determining that the current interval has expired, determining by the computer device whether each data source of the plurality of data sources has finished providing the updates for the current interval.

IPC Classes  ?

• G06F 17/00 - Digital computing or data processing equipment or methods, specially adapted for specific functions
• G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs

Abstract

A method for routing activities in a contact center to contact center agents includes: identifying an activity to be routed to a contact center agent; identifying one or more parameters for handling the activity; identifying one or more contact center agents; retrieving preference settings for the identified one or more contact center agents; routing the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings.

IPC Classes  ?

• G06F 17/00 - Digital computing or data processing equipment or methods, specially adapted for specific functions

Abstract

A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.

IPC Classes  ?

• G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs

Abstract

A communication system has a network-connected server comprising a processor and a coupled data repository and software executing on the processor from a non-transitory medium. The software provides a first function establishing a communication session between an initiator and an agent of an enterprise hosting the system, a second function gathering information about persons other than the initiator and the agent as potential conference participants, a third function generating and sending invitations to a conference to include the initiator and the agent to individual ones of the potential conference participants, and a fourth function connecting those accepting invitations to the conference.

IPC Classes  ?

• G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs

Abstract

A method for converging E.164 telephone numbers and IPv6 data addresses follows the steps of (a) using a computerized appliance enabled to place voice calls and to send IP-addresses messages and data, accessing from a first memory location of the appliance one of an E.164 telephone number or an IPv6 address; (b) using the E.164 criteria of [Country Code - Identification Code - Subscriber Number 1 - Subscriber Number 2 - Extension - Ext2 - Ext3] for a telephone number, converting that number to an IPv6 hexadecimal notation IP address in the format [ : : < Subscriber Number 1> : < Subscriber Number 2> : []:[:[]], and converting in the reverse for an IP address to a telephone number; (c) storing the resulting telephone number or IPv6 IP address in a separate memory location of the appliance; and (d) depending on the nature of a communication session initiated by a user of the appliance retrieving the appropriate IP address or telephone number as the destination for the communication.

IPC Classes  ?

• H04M 1/64 - Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations

Abstract

A system for managing customer-to-business voice communication has a network-connected communications device and instructions executable on the communications device from a non-transitory physical medium, the instructions providing a first function for determining if a destination asserted requires treatment, a second function for sending data from the communications device to a network-connected server, a third function for receiving alternative destination information from the server, and a fourth function for establishing communication with the business based on the returned destination information.

IPC Classes  ?

• H04L 12/66 - Arrangements for connecting between networks having differing types of switching systems, e.g. gateways

Abstract

A method for establishing a group of individuals as a single contact entity eligible for contact services within a contact center includes the steps (a) identifying a group and each group member according to existing group rules and member profiles; (b) identifying and quantifying the unifying aspects of the members in the group; (c) aggregating the contact information for each group member relative to communications channels common to the group members and to the contact center; and (d) establishing one or more temporary and or permanent group channels between the contact center and the group members.

IPC Classes  ?

• H04J 3/16 - Time-division multiplex systems in which the time allocation to individual channels within a transmission cycle is variable, e.g. to accommodate varying complexity of signals, to vary number of channels transmitted

Abstract

A system for managing interactions within an enterprise includes a network- connected server, and software executing on the server from a non-transitory physical medium, the software providing a first function for establishing a recorded instantiation of a reoccurring event and assigning a unique identifier to that event, a second function for creating an abstract conversation entity object representing the reoccurring event and for creating an executable conversation instance entity object to represent specific meetings or collaboration events under the reoccurring event, a third function for matching any incoming or outgoing interactions or interaction requests that materialize within the enterprise domain to the conversation instance entity tied to the conversation entity, and a fourth function for managing and archiving the interaction records and results thereof as searchable interaction records tied to the conversation instance entity.

IPC Classes  ?

• G06Q 10/00 - Administration; Management

Abstract

A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.

IPC Classes  ?

• G06F 11/00 - Error detection; Error correction; Monitoring

Abstract

An intelligent connection station has at least one wireless transceiver operating in a wireless protocol, at least one speaker and one microphone, a connection to a wide area network, and software executing on the connection station from a non-transitory physical medium, the software providing a first function seeking compatible communication appliances within range of the wireless transceiver operating in the wireless protocol, and a second function enabling wireless pairing, providing a wireless link between the intelligent connection station and any communication appliance discovered within range and activated to pair. The pairing enables digital communication between the paired device and a remote communication appliance over the wireless link, through the intelligent connection station and the wide area network.

IPC Classes  ?

• H04B 1/38 - Transceivers, i.e. devices in which transmitter and receiver form a structural unit and in which at least one part is used for functions of transmitting and receiving

Abstract

A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound dialing server, the data repository storing outbound dialing records for automated outbound dialing, and software executing on the outbound dialing server from a non-transitory physical medium, the software providing a first function for determining for a specific outbound dialing record if the connection to a live agent must be an assured connection, a second function for dialing and engaging an agent via an internal call for reservation of the agent, and a third function for bridging the call connections forged between the system and the agent and the system and the outbound party upon answer of the outbound call.

IPC Classes  ?

• H04M 3/42 - Systems providing special services or facilities to subscribers

Abstract

A communication system includes a telecommunication appliance connected to a communication network, an image acquisition appliance coupled to the telecommunication appliance, software executing on the telecommunication appliance from a non-transitory physical medium, the software providing a first function enabling detecting that an image acquired by the camera comprises a human face in at least a portion of the image, and a second function initiating a communication event directed to a pre-programmed destination, the second function initiated by the first function detecting the human face image portion.

IPC Classes  ?

• G06K 9/36 - Image preprocessing, i.e. processing the image information without deciding about the identity of the image

Abstract

A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.

IPC Classes  ?

• G06F 17/00 - Digital computing or data processing equipment or methods, specially adapted for specific functions
• G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs

Abstract

A computing appliance includes a processor, an interface to an external network, an interface to a local area network, software executing on a machine-readable medium, wherein the software provides, a function for determining the ratio of busy time compared to idle time affecting a worker during task and multitask performance, a function for assigning a value defining a natural capacity of the worker to process a specific task type without developing a significant backlog, a function for assigning new tasks to the worker performing significantly under a natural capacity value for the type of task or tasks being processed, and a function for withholding one or more tasks from the worker performing near or at the natural capacity with developing backlog.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing
• H04L 29/06 - Communication control; Communication processing characterised by a protocol
• G06Q 10/06 - Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A system for determining presence of and authorizing a quorum to transact business over a network includes a first set of machine-readable instructions resident on a digital medium accessible to a computing machine, the instructions causing the machine to monitor a network for active presence of individual ones of communications devices associated with members of an authorized team of individuals from which the quorum may be determined, a second set of machine-readable instructions resident on the medium for causing the computing machine to make a confirmation of the quorum against a set of rules, and to authorize one or more of the individual communications devices making up the quorum to perform one or more tasks based on quorum consensus, and a user configuration, scheduling, and notification application resident on the digital medium for enabling a user to configure, schedule, and notify team members of a pending quorum event.

IPC Classes  ?

• H04N 7/167 - Systems rendering the television signal unintelligible and subsequently intelligible

Abstract

A network-connected server has software executing from a machine-readable medium for providing functionality, a web page with links to one or more further pages providing information or services related to a first enterprise hosting the server, an interface for communicating with a computerized appliance accessing the web page with a web browser; and functionality in the software for adding to the browser display at the computerized appliance an interactive interface not provided on the web page, the interactive interface providing one or more links to specific information or services.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• G06Q 30/00 - Commerce

Abstract

A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.

IPC Classes  ?

• H04M 3/42 - Systems providing special services or facilities to subscribers
• H04M 3/493 - Interactive information services, e.g. directory enquiries

Abstract

A Session Initiation Protocol (SIP) service system includes a SIP-enabled soft switch at a telephony service provider, executing code from a coupled machine-readable medium, routing SIP transactions to remote destinations, a media server coupled to the SIP-enabled soft switch storing media including ring tones and music-on-hold for use in progressing transactions, and an interface to a wide-area-network (WAN) for transmitting transactions and media. The SIP-enabled soft switch determines for each transaction from stored data whether media services are to be provided or not provided for that destination, and in the event media services are not to be provided, alters packet data to indicate media services to be provided by a server local to the destination.

IPC Classes  ?

• H04M 3/42 - Systems providing special services or facilities to subscribers
• H04M 3/428 - Arrangements for placing incoming calls on hold
• H04L 29/06 - Communication control; Communication processing characterised by a protocol

Abstract

A method for providing continuity over a series of transactions is provided, comprising the steps of (a) creating a Portable Continuity Object (PCO) as a defined digital package by an instance of PCO software executing on a computerized appliance also capable of communication transaction; (b) providing identity of a person, an address of a communication device and a continuity context in the PCO; (c) sharing the PCO in related transactions, with the PCO updated with information concerning individual transactions by digital equipment enhanced with an instance of PCO software; and (d) providing context continuity in succeeding transactions by accessing the PCO by one or both parties to a transaction.

IPC Classes  ?

• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing

Abstract

A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

IPC Classes  ?

• H04M 3/00 - Automatic or semi-automatic exchanges

Abstract

A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.

IPC Classes  ?

• H04M 3/00 - Automatic or semi-automatic exchanges

Abstract

The application relates to call centres which have evolved into multimedia communications centres where agents using a variety of real-time media to handle service and sales requests. Certain types of outbound campaigns require that a voice call which has been established between a first agent, referred to as campaign agent, and the called party, referred to a "caller" in the application, has to be transferred to a second agent, referred to as sales agent, to finish call processing. However, in the state-of the art the problem exists that the caller is placed on hold which increases the likelihood that the caller drops out of the call hold queue. This problem is solved by the present application in that the first and second agent establish a SIP session in an alternate media (509) such as an instant message session, a chat session, or a file sharing session and exchange information about the call. Subsequently, a call is established between the caller and the second agent (213) or the initial call is transferred to the second agent (512).

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/58 - Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party
• H04L 29/06 - Communication control; Communication processing characterised by a protocol

Abstract

A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.

IPC Classes  ?

• G06Q 10/00 - Administration; Management

Abstract

A system for routing short message service (SMS) messages to endpoints in a contact center includes a first node for receiving SMS message streams from multiple sources operating variant protocols and for multiplexing the multiple streams into a single message stream following a universal protocol, a media gateway server connected to the first node for receiving the single message stream and for forwarding individual ones of the messages therein to individual ones of a plurality of connected servers, and a router connected to at least one of the connected servers for routing individual messages represented therein to individual ones of a plurality of network-supported endpoint devices.

IPC Classes  ?

• H04L 12/58 - Message switching systems

Abstract

A recording system for a call center has an interface enabled to monitor interaction between an agent of an enterprise and a second person in particular a customer calling a call center agent, recording apparatus enabled to record the interaction and to store the recording in a data repository, and software stored in and executing from a machine-readable medium, the software providing functions for controlling the recording apparatus. The software responds to inputs from the second person i.e. customer to control the recording apparatus in particular the customer can use DTMF or voice commands to control the recording via telephone.

IPC Classes  ?

• H04M 3/42 - Systems providing special services or facilities to subscribers
• H04M 3/51 - Centralised call answering arrangements requiring operator intervention

Abstract

A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the fist node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing

Abstract

A system for virtual representation of physical contact center resources includes a server coupled to a wide-area-network (WAN), a digital medium accessible to the server, and a resource virtualization application executable from the digital medium to run on the server, characterized in that at least one physical contact center having physical resources has access to the server over the network wherein the resource virtualization application categorizes and represents the physical resources in an abstract way for access by customers of one or more virtual contact centers.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing
• H04L 12/24 - Arrangements for maintenance or administration