Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

Systems and methods are described for providing an email assistant options bar. An assistant engine of an email application can identify contacts of a user profile that the user interacts with the most frequently based on a set of rules. When a user interacts with an email in the email application using a predetermined input type, the assistant engine can display the email assistant options bar. The email assistant options bar can include icons representing the identified contacts that the user interacts with the most frequently and a set of actions that can be performed to interact with the contacts. Some examples of actions can include forwarding the selected email, calling a contact, and setting up a meeting. The user can select one or more of the contacts and one of the actions. The assistant engine can perform the selected action with the selected contact as the recipient.

The present disclosure involves systems, software, and computer implemented methods for bundling line item based events in an event-driven architecture. One example method includes receiving, at a message outbox of a first microservice, a new line-item based event. A determination is made as to whether a compatible open event bundle can be located. In response to locating the compatible open event bundle, the compatible open event bundle is updated to include the new line-item based event. In response to determining that the compatible open event bundle cannot be located, the compatible open event bundle is created as a new open event bundle and the new open event bundle is updated to include the new line-item based event. The compatible open event bundle is closed in response to a closing condition. A bundled event message is generated and sent to a second microservice.

Forward-looking sales activities are poorly served by existing Customer Relationship Managements systems, as the customer information those systems maintain by definition does not include the speculatively interested “leads” pursued in initial sales contacts. An Enrichment database, asynchronously loaded with corporate and optionally individual contact information in anticipation of use, provides real-time access to information in support of such first customer contacts. The Enrichment information may also be used to expedite creation and revision of CRM records.

An electronic mail (e-mail) system detects when a user is replying to a particular portion of content in a received message. The reply is automatically formatted to visually distinguish it over replies from other recipients to the same portion of content.

One or more non-transitory storage media storing instructions which, when executed by one or more computing devices, cause performance of a method of enhancing online contents based on digital alliance data are disclosed. The method comprising receiving from a web server a webpage at a first user device associated with a first user and a first user account managed by a communication data management server; extracting a type of data of a plurality types of data from a body or metadata of the webpage; and determining that the type of data matches certain data regarding an organization. The method further comprises updating the webpage with specific data related to one or more members or contacts of an alliance network of the first user account that are associated with the organization; and causing displaying the updated webpage by the first user device.

A system and method are disclosed for providing an enhanced email client having interactive content capabilities. The system includes a recipient email server for receiving emails from a sender email server and for receiving dynamic interactive content from a third party content service provider when it is determined that the email includes capabilities for displaying interactive content. The method includes steps of sanitizing a received email at a user's computing system, checking the sanitized email to determine if it contains interactive content, and retrieving the interactive content in the sanitized email without requiring the user to click out to a separate window or browser instance.

Systems and methods are provided that automatically process a message input, construct an intelligent query based on the processing of the message input, and provide at least one attachable entity according to the processing results and the intelligent query. In some example aspects, a message is received. A natural language processor to determine if the message is requesting content may then process the message. If the message is determined to be requesting content, then candidate sub-queries may be generated to serve as a training set for a query that will be sent to an external search engine to retrieve the attachable entity. The sub-queries may be ranked in order of relevance and performance score. The highest ranked sub-queries may then be used in the actual query that is fired against the external search engine. The external search engine may search local and remote repositories for the top K most relevant attachable entities and present them to a user for attachment in a reply message.

Examples of a content alignment system are provided. The system may receive a content record and a content creation requirement. The system may implement an artificial intelligence component to sort the content record into a plurality of objects and for identifying an object boundary for each of the plurality of objects. The system may identify a plurality of images and implement a first cognitive learning operation to identify an image boundary for each of the plurality of images. The system may identify a plurality of exhibits and implement a second cognitive learning operation to identify a data pattern associated with each of the plurality of exhibits. The system may implement a third cognitive learning operation for determining a content creation model by evaluating the plurality of objects, the plurality of images, and the plurality of exhibits. The system may generate a content creation output to resolve the content creation requirement.