A computing system identifies an incoming voice call from a user device to an agent device associated with the computing system. The computing system generates a transcription of the incoming voice call using one or more natural language processing techniques. The computing system extracts a problem description from the transcription. The problem description indicates a topic for the incoming voice call. A first machine learning model estimates a situation vector from the problem description. A second machine learning model identifies a pre-existing situation vector that closely matches the estimated situation vector. The computing system retrieves a situation description that corresponds to the identified pre-existing situation vector.

A sentiment-based score is determined for a contact center engagement between a first contact center service operator and a contact center user. The sentiment-based score is indicated within a graphical user interface displaying information associated with multiple contact center engagements at a device of a second contact center service operator. Based on a request to participate in the contact center engagement received from the device of the second contact center service operator via the graphical user interface, information associated with the contact center engagement is transmitted to the device of the second contact center service operator, and a contact center session involving a device of the contact center user and the device of the second contact center service operator is established.

A telephone system is described herein, wherein the telephone system is configured to assist a hearing-impaired person with telephone communications as well as face-to-face conversations. In telephone communication sessions, the telephone system is configured to audibly emit spoken utterances while simultaneously depicting a transcription of the spoken utterances on a display. When the telephone system is not employed in a telephone communication session, the telephone system is configured to display transcriptions of spoken utterances of people who are in proximity to the telephone system.

An electronic device can implement a zero-latency digital assistant by capturing audio input from a microphone and using a first processor to write audio data representing the captured audio input to a memory buffer. In response to detecting a user input while capturing the audio input, the device can determine whether the user input meets a predetermined criteria. If the user input meets the criteria, the device can use a second processor to identify and execute a task based on at least a portion of the contents of the memory buffer.

Systems and methods for providing conversation assistance include receiving from at least one user device of a user, conversation information and determining that the conversation information is associated with a conversation involving the user and a first person that is associated with first conversation assistance information in a non-transitory memory. Body measurement data of the user is retrieved from the at least first user device. A need for conversation assistance in the conversation involving the user and the first person is detected using the body measurement data. First conversation assistance information associated with the first person is retrieved from the non-transitory memory. The first conversation assistance information associated with the first person is provided through the at least one user device.

A conferencing system terminal device includes a display, an audio output, a user interface, a communication device, and one or more processors. The one or more processors present an audio difficulties user actuation target upon the display during an audio or video conference occurring across a network and concurrently with a presentation of conference content. Actuation of the audio difficulties user actuation target indicates that audio content associated with the audio or video conference being delivered by the audio output is impaired.

A method includes connecting a call from a client device to a destination having an interactive voice response service; transcribing audio from the destination during the call to identify menu options of the interactive voice response service; generating visualizations representing the menu options; and outputting the visualizations to a display associated with the client device. A system includes a telephony system, an automatic speech recognition processing tool, and a visualization output generation tool. The telephony system connects a call from a client device to a destination having an interactive voice response service. The automatic speech recognition processing tool transcribes audio from the destination during the call to identify menu options of the interactive voice response service. The visualization output generation tool generates visualizations representing the menu options. The telephony system outputs the visualizations to a display associated with the client device.

A device, system and method for role based data collection and public-safety incident response is provided. A computing device receives a call to report a public-safety incident. The computing device determines a role of a caller on the call, the role of the caller being relative to the public-safety incident. The computing device retrieves, from one or more memories, data dependent on the role of the caller. The computing device controls a notification device to provide the data dependent on the role of the caller.

Systems and methods for creating and managing a breakout conference for a primary conference are disclosed. The system monitors communications between participants of a primary conference to determine if a) participants have a disagreement that needs to be resolved or b) if a topic from the meeting agenda requires additional time for discussion. Participant language, including negations and repetitive word usage, job profiles, body language, overlapping voice signals, among other factors, are monitored to determine if a disagreement exists. If a disagreement exists or additional time is required, the system automatically creates a virtual breakout session, determines the topic that created the disagreement, determines participants associated with the disagreed topic, and moves them to the breakout session. The system also provides meeting tools such that participants in the primary conference may communicate and alert participants in the breakout session, and vice versa, without leaving their respective sessions.

A system for centralized captioned telephone service (“C-CTS”), which includes a C-CTS system (“C-CTSS”) for providing a transcription service to a user subscribed to the C-CTS during a phone call with a peer; a mobile communications device of the user which includes a first phone number assigned from a carrier of the user; a communications device of the peer which includes a second phone number; and a plurality of caption providers that communicate with the C-CTSS. The first phone number is associated with the C-CTSS and each of the caption providers provides a captioned telephone service. A carrier of the first phone number includes a voice network, a data network, and a database that stores the first phone number of the user which is subscribed to the C-CTS. The C-CTSS includes a database that stores the first phone number of the user.