Implementations of the present specification provide a telecommunication traffic allocation method and apparatus, and an electronic device. The method includes: determining a customer service agent that meets a response need of a traffic request, including: in response to that the traffic request is an audio interaction request or a video interaction request and that a customer service agent is currently processing an audio interaction or a video interaction, determining that the customer service agent does not meet the response need of the traffic request; in response to that the customer service agent is currently processing neither an audio interaction nor a video interaction, and that a processing volume corresponding to a text interaction being processed by the customer service agent does not exceed a first processing volume upper limit, determining that the customer service agent meets the response need of the traffic request; and allocating telecommunication traffic corresponding to the traffic request to a customer service agent that meets the response need. In the method according to an implementation of the present specification, the unified allocation of audio interactions, video interactions, and text interactions can be implemented, thereby improving the efficiency of customer service traffic processing, reducing the amount of customer service human resources occupied by a remote customer service, and reducing operating costs of the remote customer service.

A personal voice model is created using a person's voice, essentially, voice cloning. When user wants to send a message to another person from his mobile phone or similar device, the user types the message and it is converted to a speech message using the voice model created. The speech message is delivered either to a voicemail or another medium which accepts a voice message. The text can be converted to a different language as well and send a voice message in a different language.

To filter unwanted sounds from a conference call, a first voice signal is captured by a first device during a conference call and converted into corresponding text, which is then analyzed to determine that a first portion of the text was spoken by a first user and a second portion of the text was spoken by a second user. If the first user is relevant to the conference call while the second user is not, the first voice signal is prevented from being transmitted into the conference call, the first portion of text is converted into a second voice signal using a voice profile of the first user to synthesize the voice of the first user, and the second voice signal is then transmitted into the conference call. The second portion of text is not converted into a voice signal, as the second user is determined not to be relevant.

A method and system for operating a multitenancy telephony system including receiving a plurality of call requests associated with an application server; selecting a subset of the received call requests using a load balancer; assigning each selected call request to one of a plurality of resources creating, on the assigned resource, a call session for each selected call request; and coordinating the created call sessions resulting from the selected subset of the received call requests associated with the application server.

Implementations are directed to using an assistant to initiate automated telephone calls with entities. Some implementations identify an item of interest, identify a group of entities associated with the item, and initiate the calls with the entities. During a given call with a given entity, the assistant can request a status update regarding the item, and determine a temporal delay before initiating another call with the given entity to request a further status update regarding the item based on information received responsive to the request. Other implementations receive a request to perform an action on behalf of a user, identify a group of entities that can perform the action, and initiate a given call with a given entity. During the given call, the assistant can initiate an additional call with an additional entity, and generate notification(s), for the user, based on result(s) of the given call and/or the additional call.

Methods, systems, and apparatus for an automated calling system are disclosed. Some implementations are directed to using a bot to initiate telephone calls and conduct telephone conversations with a user. The bot may be interrupted while providing synthesized speech during the telephone call. The interruption can be classified into one of multiple disparate interruption types, and the bot can react to the interruption based on the interruption type. Some implementations are directed to determining that a first user is placed on hold by a second user during a telephone conversation, and maintaining the telephone call in an active state in response to determining the first user hung up the telephone call. The first user can be notified when the second user rejoins the call, and a bot associated with the first user can notify the first user that the second user has rejoined the telephone call.

A computerized method of managing a robotic telemarketing call includes calling, by an automated robotic telemarketing system, a customer selected from a customer list. The method includes parsing, by a real-time speech recognition module of the automated robotic telemarketing system, a customer statement received from the customer. The method includes determining, by a language intention determining module, a customer purchase intention according to the parsed customer statement. The method includes selecting a sales pitch response corresponding to the determined customer purchase intention. The method includes providing an audio signal including the selected sales pitch response to the customer.

Systems and methods for establishing communication connections using speech, such as establishing calls between speech-controlled devices, are described. A first speech-controlled device receives a communication request in the form of audio and sends audio data corresponding to the captured audio to a server. The server performs speech processing on the audio data to determine a recipient, a subject for the call, and a device associated with the recipient. The server then sends a message indicating the communication request and audio data corresponding to the communication topic to the recipient's speech-controlled device. The recipient device outputs audio to the recipient requesting whether the recipient accepts the communication request. The recipient audibly refuses or accepts the communication request, and the recipient's speech-controlled device sends an indication of the recipient's audible decision to the server. If the recipient accepted the communication request, the server causes a communication connection be established between the two speech-controlled devices.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for indicating callers for incoming voice calls to a shared device among multiple users. The methods, systems, and apparatus include actions receiving an incoming voice call, determining a calling number and a called number from the incoming voice call, identifying a user account that corresponds to the called number, determining a contact name for the calling number based on contact entries for the user account, and providing the audible contact name for output to the device speaker.

Automated message generation to a subject matter expert in response to a phone call is provided. A computing device receives a message identifying a telephone call that terminates at the computing device based on a destination number. Caller identification information, comprising at least a calling device number, is determined based on the message. An item identifier (ID) associated with the telephone call is determined. Information about an item that corresponds to the item ID is accessed. The information is sent to the calling device number. A message that includes the calling device number and item information that identifies the item is sent to a contact device.