A communication system includes a management apparatus and an agent apparatus. The management apparatus broadcasts the voice of an utterance of one of users of mobile communication terminals to the mobile communication terminals of the other users and to chronologically accumulate the result of utterance voice recognition of the utterance voice as a user-to-user communication history to control text delivery such that the communication history is displayed on the mobile communication terminals in synchronization. The agent apparatus produces an agent utterance text based on detection information output from a state detection device provided for a monitoring target and transmitting the agent utterance text to the management apparatus. The management apparatus broadcasts synthesized voice data of the agent utterance text to the mobile communication terminals and to chronologically accumulate the agent utterance text in the user-to-user communication history to control text delivery to the mobile communication terminals.

A device may receive audio data of a first call between a first user and a second user. The device may generate, based on the audio data, time series data associated with an audio signal of the first call and may process, using a first machine learning model, the time series data to generate first call insight information regarding one or more first insights associated with the first call. The device may process the audio data to generate image data associated with the audio signal and may process, using a second machine learning model, the image data to generate second call insight information regarding one or more second insights associated with the first call. The device may combine the first call insight information and the second call insight information to generate combined call insight information and cause an action to be performed based on the combined call insight information.

Methods, systems, and apparatus are provided for operating a contact center operation control assistant system. An oral request from a user is captured using a virtual assistant executing on a smart device. An intent of the oral request is identified using a natural language understanding (NLU) platform. A request to a contact center platform is generated by invoking an application programming interface (API) based on the identified intent. An API response is received from the contact center platform in response to the API request. The API response is packaged into a sentence and provided to the user of the smart device using the virtual assistant.

The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

A system and method for making a call to a service provider on behalf of a user is disclosed. The system and method include using an intelligent voice assistant to call the service provider and having the intelligent voice assistant navigate an interactive voice response system to reach a representative. The system and method also include using the intelligent voice assistant to reconnect a user with a representative after an interrupted call.

There are provided mechanisms for transmitting a representation of a speech signal to a second terminal device. A method is performed by a first terminal device. The method includes obtaining a speech signal to be transmitted to the second terminal device. The method includes obtaining an indication of whether to, when encoding the speech signal into the representation, convert the speech signal to a text signal or not before transmission to the second terminal device. The indication is based on information of local ambient background noise at the first terminal device and of current network conditions between the first terminal device and the second terminal device. The method includes encoding the speech signal into the representation of the speech signal as determined by the indication. The method includes transmitting the representation of the speech signal towards the second terminal device.

Methods, computer program products, and systems are presented. The methods, computer program products, and systems can include, for instance: determining, in performance of an interactive voice response (IVR) session, prompting data for presenting to a user, and storing text based data defining the prompting data into a data repository; presenting the prompting data to the user; receiving return voice string data from the user in response to the prompting data; generating a plurality of candidate text strings associated to the return voice string of the user; examining the text based data defining the prompting data; augmenting the plurality of candidate text strings in dependence on a result of the examining to provide a plurality of augmented candidate text strings associated to the return voice string data; and evaluating respective ones of the plurality of augmented candidate text strings associated to the return voice string data; and selecting one of the augmented candidate text strings as a returned transcription associated to the return voice string data.

In general, the subject matter described in this specification can be embodied in methods, systems, and program products for providing search results automatically to a user of a computing device. A spoken input provided by a user to a computing device is received. The spoken input is transmitted to a computer server system that is remote from the computing device. Search result information that is responsive to the spoken input is receiving by the computing device and in response to the transmitted spoken input. An alert is provided to the user that the device will connect the user to a target of the search result information if the user does not intervene to stop the connecting of the user. The user is connected to the target of the search result information based on a determination that the user has not intervened to stop the connecting of the user.

There is provided mechanisms for handling poor audio quality. A method is performed by a receiving terminal device. The method comprises obtaining an indication of poor audio quality of incoming audio at the receiving terminal device. The incoming audio originates from a transmitting terminal device. The method comprises initiating text conversion of the incoming audio. The method comprises receiving text resulting from automatic speech recognition having been applied to the incoming audio. The method comprises providing a representation of the text to a user interface of the receiving terminal device.

A cloud-based communication system for monitoring a collaboration session. Based on the monitoring, the system identifies a collaboration event that indicates desirability of a break or that a digression from a session topic has or is occurring. When a collaboration event is identified, a prompt is communicated to the facilitator of the collaboration session. The collaboration event may be defined in a variety of ways such as participant fatigue, participant distraction, or the like. The system provides the facilitator with actions to be initiated by the system (automatically or in response to facilitator/user input) to respond to an identified communication event. The actions include initiating a break, acting to avoid or reduce session digressions, and creating a highlight reel of the collaboration session, including a number of unique features enabling more efficient retrieval and/or review of data. A distracted or fatigued participant can be directed to access the highlight reel.