Techniques are described for providing information during a service session, using an intelligent agent. The intelligent agent executes as a process to monitor communications exchanged during a service session between an individual and a service representative (SR) within a service environment. The agent analyzes the communications to identify questions or other topics that are posed by the individual during the service session. The agent retrieves stored data related to such questions or other topics, and generates a message to address each question or other topic. The message is injected into the service session to be presented to the individual, to supplement the conversation that is taking place between the SR and the individual. In some implementations, the agent monitors the communications, generates the message, and/or injects the message into the service session at least partly autonomously of any explicit action taken by the SR.

Systems and methods for providing notifications without breaking media immersion. A notification delivery application receives notification data while a media device provides a media asset. In response to receiving the notification data while the media device provides the media asset, the notification delivery application generates a voice model based on a voice detected in the media asset. The notification delivery application converts the notification data to synthesized speech using the voice model and generates, by the media device, the synthesized speech for output at an appropriate point in the media asset based on contextual features of the media asset.

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.

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.

A method for incorporating an augmented voice communication into a communication routing configuration of a contact center system according to an embodiment includes selecting a vocal avatar, wherein the vocal avatar includes phonetic characteristics having first values, receiving a text communication and input user parameters from an input user, generating the augmented voice communication based on the text communication and the input user parameters, wherein the augmented voice communication includes phonetic characteristics having second values, wherein the first values of the phonetic characteristics of the vocal avatar are different from the second values of the phonetic characteristics of the augmented voice communication, and incorporating the augmented voice communication into the communication routing configuration of the contact center system.

At least some embodiments, a system includes a memory, and a processor configured to convert an audio stream of a speech of a customer during a customer call session into customer-originated text. The customer-originated text is displayed in a first chat interface. A request from a first call center agent is sent to a second call center agent via the first chat interface to interact with the customer during the customer call session and displayed in a second chat interface. The second agent is allowed to participate in the customer call session when the second call center agent accepts the request from the first call center agent. First agent-originated text and second agent-originated text during the customer call session is merged to form a combined agent-originated text and synthesized to computer-generated agent speech having a voice of a computer-generated agent based on the combined agent-originated text communicated to the customer over the voice channel.

An electronic mail server, computer-readable medium and method of delivering an electronic message to a wireless communication device are provided. The wireless communications device comprises a long-range wireless transceiver, a short-range wireless transceiver having a range less than the long-range wireless transceiver, and a display screen. A new text message is received via the long-range wireless transceiver. Based upon a short-range wireless connection being established with another device via the short-range wireless transceiver, the wireless communication device is switched to an audio message mode. An indication that the new text message has been received is displayed on the display screen. The new message is selected and, when in the audio message mode, an audio message comprising speech generated based upon the new text message is output via the short-range wireless transceiver.

Methods, systems, and computer-readable media for interactive voice response using a cloud-based service are disclosed. Voice input indicating interaction with an entity is received at a service provider environment. The entity is associated with an IVR data structure comprising one or more options associated with contacting the entity. The IVR data structure is selected based (at least in part) on analysis of the voice input by the service provider environment. The voice input is sent from a voice-capturing device to the service provider environment via a non-telephonic network. A contact point is selected from the IVR data structure based (at least in part) on analysis of the voice input and/or contextual information. A connection is initiated with the contact point.

An electronic mail server, computer-readable medium and method of delivering an electronic message to a wireless communication device are provided. The wireless communications device comprises a long-range wireless transceiver, a short-range wireless transceiver having a range less than the long-range wireless transceiver, and a display screen. A new text message is received via the long-range wireless transceiver. Based upon a short-range wireless connection being established with another device via the short-range wireless transceiver, the wireless communication device is switched to an audio message mode. An indication that the new text message has been received is displayed on the display screen. The new message is selected and, when in the audio message mode, an audio message comprising speech generated based upon the new text message is output via the short-range wireless transceiver.

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.