A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides a waiting party with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number.

Method starts with a processor receiving configuration settings including an identified task, a relationship data, and a criticality value. Processor initializes a communication session with an agent client device. The communication session is between a virtual caller associated with the system and the agent client device. Processor then processes an audio signal of the communication session to generate an agent utterance and generates a transcribed agent utterance based on the agent utterance using a speech-to-text processor. Processor generates a virtual caller utterance using a task-specific virtual caller neural network associated with the identified task. The virtual caller utterance can be generated based on the transcribed agent utterance. Processor then causes the virtual caller utterance to be played back in the communication session to the agent client device. Other embodiments are disclosed herein.

Method starts with a processor receiving configuration settings including an identified task, a relationship data, and a criticality value. Processor initializes a communication session with an agent client device. The communication session is between a virtual caller associated with the system and the agent client device. Processor then processes an audio signal of the communication session to generate an agent utterance and generates a transcribed agent utterance based on the agent utterance using a speech-to-text processor. Processor generates a virtual caller utterance using a task-specific virtual caller neural network associated with the identified task. The virtual caller utterance can be generated based on the transcribed agent utterance. Processor then causes the virtual caller utterance to be played back in the communication session to the agent client device. Other embodiments are disclosed herein.

When a call session is set over an IP network between a calling IP phone and a called IP phone at the start of a call, information on the quality of communication between a host IP phone and a recording server is exchanged to compare the quality of communication of the two IP phones in each of the calling IP phone and the called IP phone. For example, the called IP phone, or a host IP phone, with a higher quality of communication than the calling IP phone of a conversing party transmits call audio data to the recording server as recording data. Meanwhile, the calling IP phone, or a host IP phone, with a lower quality of communication than the called IP phone of a conversing party refrains from transmitting the call audio data to the recording server.

When a call session is set over an IP network between a calling IP phone and a called IP phone at the start of a call, information on the quality of communication between a host IP phone and a recording server is exchanged to compare the quality of communication of the two IP phones in each of the calling IP phone and the called IP phone. For example, the called IP phone, or a host IP phone, with a higher quality of communication than the calling IP phone of a conversing party transmits call audio data to the recording server as recording data. Meanwhile, the calling IP phone, or a host IP phone, with a lower quality of communication than the called IP phone of a conversing party refrains from transmitting the call audio data to the recording server.

Systems, methods, devices and non-transitory, computer-readable storage mediums are disclosed for a wearable multimedia device and cloud computing platform with an application ecosystem for processing multimedia data captured by the wearable multimedia device. In an embodiment, a body-worn apparatus comprises: a camera; a depth sensor; a laser projection system; one or more processors; memory storing instructions that when executed by the one or more processors, cause the one or more processors to perform operations comprising: capturing, using the camera, a set of digital images; identifying an object in the set of digital images; capturing, using the depth sensor, depth data; identifying a gesture of a user wearing the apparatus in the depth data; associating the object with the gesture; obtaining data associated with the object; and projecting, using the laser projection system, a laser projection of the data on a surface.

A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.

A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.