One example method of operation may include receiving an access request from a user device, creating a current queue position status of a user profile associated with the user device based on one or more known status identifiers associated with the user device, assigning the user profile to a sub-queue and a specified time slot of a queue, managed by a computing node, among various other user profiles stored in the queue, and initiating a communication session to the user device at a specific time.

An apparatus, method, and non-transitory computer readable medium are provided for accessing data on a phone that is inaccessible. The apparatus includes a memory configured to store a plurality of contact profiles in a contact list corresponding to an inaccessible device, and a processor coupled to the memory. The apparatus receives, from an unknown device over a voice connection, an access identifier corresponding to the inaccessible device and a contact identifier associated with a contact profile of the plurality of contact profiles; identifies the contact list based on matching the access identifier with the inaccessible device; determines a contact device of the contact profile in the contact list corresponding to the contact identifier; and connects, over the voice connection, the unknown device to the contact device corresponding to the contact profile.

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.

Systems and methods are disclosed for generating a dynamic customized script to facilitate communication between a user and a service provider. The method includes receiving, via an interactive voice response (IVR) system, a request from a mobile device associated with at least one user. The contextual information associated with at least one user is processed, in real-time, based, at least in part, on the request. A dynamic customized script specific to the request is generated, in real-time, based, at least in part, on the processing of the contextual information. The request is routed, via the IVR system, to an agent from a pool of agents of the service provider. A presentation of the dynamic customized script is generated in a user interface of a device associated with the agent, wherein the dynamic customized script is step-by-step guidance to the agent for handling the request of at least one user.

A system for providing a caption feedback service to a call center agent includes a plurality of TRS providers, a caption feedback system, and a plurality of call centers. The TRS providers provide a transcription service to TRS users during phone calls between the TRS users and peers, and the call centers connect phone calls between customers and call agents. The caption feedback system is connected to the caption feedback agents of the TRS providers and caption feedback clients of the call centers via data networks. If the caption feedback system finds that the TRS user's phone number matches the customer's phone number and the peer's phone number matches the call center's phone number, the caption feedback server connects the TRS provider to the call center via data network to enable transfer of the caption data of the call agent's voice from the TRS provider to the call center.

The present disclosure relates to a device having an output transducer and an input transducer, wherein the device is configured to be operated so as to reduce or cancel signal content that is output via the output transducer in the input transducer signal.

Systems, methods and apparatuses for implementing enriched calling services for devices may include a first User Equipment (UE) that sends a call request to an IP Multimedia Subsystem (IMS) Core network and a presence server. The IMS core network may determine that the first UE supports enriched calling services and may enable the first UE to perform an enriched calling operation. The IMS core network may forward the call request to a terminating device, such as a second UE and/or a computing device, with the enriched calling operation.

Disclosed herein are system, method, and computer program product embodiments for machine learning systems to process incoming call-center calls based on inferred sentiments. An incoming call is routed to a call agent based on an inferred topic, classified based on one or more inferred sentiments of a current caller's speech, determining, based on the call classification, that a complaint has been articulated and initiating an automated assistance by searching for one or more similar callers to the current caller. Based on finding a successful call outcome associated with one or more similar callers, the system suggests one or more phrases to the call agent for use in a dialog with the current caller to improve the one or more inferred sentiments.

Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a text response to the issue is sent to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a chat platform for resolution. A chat entity from the appropriate skill group determines and provides an issue response via text message to the caller device, e.g., to the caller's mobile phone.

Apparatus and methods to transfer user preferences for cellular wireless service associated credentials transferred from a source device to a target device. Transfer of credentials can include physically moving a physical subscriber identity module (SIM) card between devices, transfer of cellular wireless service from a first SIM card at the source device to a second SIM card at the target device, and/or transfer of cellular wireless services for one or more electronic SIMs (eSIMs) from the source device to the target device. Preferences associated with some or all of the transferred SIMs/eSIMs can be applied at the target device when certain matching criteria are satisfied. Exemplary matching criteria include matching identifiers, such as integrated circuit card identifier (ICCID) values, mobile station international subscriber directory number (MSISDN) values, and/or mappings thereof. Transfer of preferences can occur via a local peer-to-peer connection, a secure cloud-based service, and/or a backup and restore process.