Techniques for triggering an action associated with a task items are provided. A task item associated with a triggering criterion is provided. The triggering criterion requires an occurrence of any of a plurality of communication events. The plurality of communication events includes a telephone call. In some implementations, at least two of the plurality of communication events are of different communication types. In some implementations, the different types are telephone calls, emails, and text messages. The occurrence of a first communication event of the plurality of communication events is detected. It is determined the triggering criterion is satisfied. In response to the determining, a notification associated with the task item is caused to be presented to a user of the electronic device.

An interactive voice adapter for adaptive voice routing may establish a real-time communication session between a voice communication client and a text communication client and the voice adapter may receive the audio stream and the text information. The voice adapter may obtain adapted natural language text corresponding to the natural language audio by selectively accessing a speech-to-text service based on a selection criteria. The voice adapter may obtain adapted natural language audio corresponding to the natural language text by selectively accessing a text-to-speech service based on the selection criteria. The voice adapter may communicate the adapted natural language text to the text communication client and the adapted natural language audio to the voice communication client.

Systems and methods are provided for attribute-based client callbacks. A client is prompted to leave a voice message. Attributes are extracted from the voice message and, based on the attributes, tokens created for the selection of an appropriate agent is connected to the client, such as having skills or attributes matching one or more tokens. A callback application server transmits prompts and receives requests for client callbacks. an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks to connect the selected agent with the client.

A real-time call translation system and method is provided. The invention provides establishing a voice call between a user speaking a source language and another user understanding and speaking a different target language; and performing translation of the audio of the source user into audio in the target language, and translation of the audio of the target user back to audio in the source language during the call. Further, the invention provides interlacing of the audio of the source user, the target user and the translated audio; in which the listener first hears the original audio from the other participant and then the associated translated audio and the speaker synchronously also hears the translated audio. Further the interlacing provides participants a better understanding of the conversation and conversational flow. Further the method facilitates better translations and clearer transcription, as the audio streams are not overlapped, and further noise and interference are reduced in the audio streams.

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 configuration is implemented to establish, with a processor, a customer care system based on a first human-spoken language. Further, the configuration receives, at an automated system, a request from a user through a dedicated communication channel for a service, the request being in a second human-spoken language. Moreover, the configuration determines, with the processor, an identity of the second human-spoken language based on the dedicated communication channel. The configuration also determines, with the processor, that the automated system is unable to fulfill the request. Additionally, the configuration transitions, with the processor, the request from the automated system to a simulated live agent engine that generates a simulated live agent session. The simulated live agent engine sends the request to a machine interpreter that translates the request into the first human-spoken language.

Systems and methods for providing a translation-enabled multiparty communication session utilize a translation service that is configured to receive individual audio streams from each participant in the communication session, and which then generates a participant text stream for each participant based on their audio stream. This can be accomplished using speech-to-text techniques. Each participant's text stream is then translated into a different language to create a translated participant text stream. Individual participants in the communication session can then subscribe to the translated participant text streams to view a translation of what each participant is saying during the communication session.

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.

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.

The present disclosure provides a global simultaneous interpretation method and production thereof, the method includes the following steps: receiving a calling request sent by a terminal by a smart phone, connecting the calling request, and establishing a calling connection; receiving a first voice information transmitted through the calling connection by the smart phone, and when the first voice information is identified and is determined as a non-specified language, translating the first voice information into a second voice information of a specified language; and playing the second voice information by using a speaker device by the smart phone.