Abrégé

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.

Classes IPC  ?

• G06F 3/048 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI]
• H04W 4/029 - Services de gestion ou de suivi basés sur la localisation

Abrégé

A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.

Classes IPC  ?

• G06Q 10/0639 - Analyse des performances des employés; Analyse des performances des opérations d’une entreprise ou d’une organisation
• G06N 20/00 - Apprentissage automatique

Abrégé

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.

Classes IPC  ?

• G06F 21/31 - Authentification de l’utilisateur

Abrégé

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.

Classes IPC  ?

• H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique

Abrégé

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.

Classes IPC  ?

• G10L 15/00 - Reconnaissance de la parole
• G10L 15/02 - Extraction de caractéristiques pour la reconnaissance de la parole; Sélection d'unités de reconnaissance 
• G10L 15/10 - Classement ou recherche de la parole utilisant des mesures de distance ou de distorsion entre la parole inconnue et les gabarits de référence
• G10L 15/20 - Techniques de reconnaissance de la parole spécialement adaptées de par leur robustesse contre les perturbations environnantes, p.ex. en milieu bruyant ou reconnaissance de la parole émise dans une situation de stress
• G10L 15/28 - Reconnaissance de la parole - Détails de structure des systèmes de reconnaissance de la parole