Systems and methods for assessing the skills of a customer support agent using one or more Artificial Intelligence/Machine Learning (AI/ML) models are disclosed. In at least one embodiment, one or more benchmarks against which the performance of the customer support agent is to be measured are established. The one or more benchmarks may be derived through direct and/or indirect analysis of historical customer service data by an AI/ML benchmark model. In at least one embodiment, data relating to performance of the customer support agent during a customer call is monitored. In at least one embodiment, the AI/ML benchmark model is used to determine one or more benchmark scores identifying whether the customer support agent is meeting the one or more benchmarks.

A method, apparatus, and computer readable medium for managing a voice call in a wireless communication network. The method comprises collecting crowd-sourced data for a voice over long-term evolution (VoLTE) call quality metrics and contexts associated with a VoLTE call. The VoLTE call quality metrics and contexts comprise non-device information and device information. The method further comprises identifying accessible information based on the device information and the non-device information, predicting VoLTE call quality using the collected crowd-sourced data and the accessible information, and determining whether to place the voice call as or switch the voice call to a VoLTE call or a circuit-switched voice call based on comparison of the predicted VoLTE quality to a predetermined threshold.

Secure system and method of detecting and preventing inmate to inmate message relays. A system and method which monitors inmate communications for similar phrases that occur as part of two or more separate inmate messages. These similar phrases may be overlapping in real time as in a conference call or can occur at separate times in separate messages. The communications that appear similar are assigned a score and the score is compared to a threshold. If the score is above a certain threshold, the communication is flagged and remedial actions are taken. If the flagged communication contains illegal matter then the communication can be disconnected or restricted in the future.

The technologies described herein are generally directed to modeling radio wave propagation in a fifth generation (5G) network or other next generation networks. For example, a method described herein can include, facilitating, by a first device, receiving a first communication directed to a second device from a third device associated with a first telephone number. The method can further include determining, by the first device, that the first communication comprises a reference to a second telephone number different from the first telephone number, resulting in a number discrepancy. Further, based on the number discrepancy and an analysis of the first communication, the method can further include preventing, by the first device, communication of the first communication to the third device.

A method and apparatus for managing agent interactions with customers of an enterprise are disclosed. The method includes generating a value representative of an emotional state of a customer engaged in an ongoing interaction with a virtual agent (VA) associated with the enterprise. The value is generated based, at least in part, on one or more inputs provided by the customer during the ongoing interaction. The value is compared with a predefined emotional threshold range to determine whether the emotional state of the customer is a non-neutral state. The ongoing interaction is deflected to one of a human agent and a specialized VA capable of empathetically handling the ongoing interaction if it is determined that the emotional state of the customer is the non-neutral state.

The invention relates to a communication system and a method of maintaining audio communication in a congested communication channel currently bearing the transmission of speech in audio communication between a sender side and a receiver side, the communication channel having at least one signaling channel and at least one payload channel having a quality of service. During the audio communication the quality of service of the payload channel is monitored. If the quality of service of the payload channel is below a threshold the speech at the respective sender side is converted to text; and transmitted over the retained communication channel to the respective receiver side. The text may be converted back to speech at the receiver side.

Systems and methods of recommending that two people form a link on a social networking system uses activities conducted by a first person on a telephony system to determine the names of individuals and businesses that the first person has communicated with through the telephony system. This list of names and individuals is then compared to the names of individuals and businesses that are members of the social networking system. If the first person is communicating with individuals or businesses who are members of the social networking system, a recommendation that they form a link on the social networking system is issued to one or both parties.

Secure system and method of detecting and preventing inmate to inmate message relays. A system and method which monitors inmate communications for similar phrases that occur as part of two or more separate inmate messages. These similar phrases may be overlapping in real time as in a conference call or can occur at separate times in separate messages. The communications that appear similar are assigned a score and the score is compared to a threshold. If the score is above a certain threshold, the communication is flagged and remedial actions are taken. If the flagged communication contains illegal matter then the communication can be disconnected or restricted in the future.

Systems, methods, and software described herein provide enhancements for a voice communication service to forward communications to a secondary service. In one implementation, a method of operating a group communication service that facilitates voice communications for a group of end user devices includes exchanging voice communications between the group of end user devices, wherein the group of end user devices comprises a first end user device and at least one secondary end user device. The method further provides identifying, in a voice communication from the first end user device, a use of a key phrase and, in response to identifying the key phrase, forwarding at least a portion of the voice communication to a second service.

Some embodiments of the present invention include pairing two wireless devices by placing at least one of two devices in a pairing mode; performing at least one pairing motion event with at least one of the wireless devices to satisfy at least one pairing condition; detecting satisfaction of the at least one pairing condition; and pairing the two wireless devices in response to detecting satisfaction of the at least one pairing condition. Numerous other aspects are provided.