A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.

Systems and methods are provided for dynamic routing of an automated telephony system. The automated telephony system facilitates functions desired by a caller, via an automated call with the caller. A machine-learning analysis system extracts data from the automated call, performs machine-learning via the extracted data to identify a likely motivation of the caller associated with the automated call, and provides the likely motivation to the automated telephony system. The automated telephony system then receive the likely motivation from the machine-learning analysis system and dynamically routes the automated call based upon the likely motivation.

A system can be operable to receive a call from a communication device and identify whether the call is a spoofed based on, for example, whether a caller party user equipment associated with a caller identification number (caller ID number) is in an “idle” status, whether there are inconsistencies in the geographic location associated with a calling party's network and the geographic location determined to be associated with the caller ID number presented, and whether the phone number presented as the caller ID number is registered with a calling party's network.

A method performed by a network node of a serving public land mobile network, PLMN, associated with a user equipment, UE, comprising: obtaining a secret identifier that uniquely identifies the UE, wherein the secret identifier is a secret that is shared between the UE and at least a home PLMN of the UE and that is shared by the home PLMN with the network node; and performing an operation related to the UE using the secret identifier. Other methods, computer programs, computer program products, network nodes and a serving PLMN are also disclosed.

A determination method includes: receiving first sensing data that includes either video or voice generated in a first remote call made between a first account and a second account and second sensing data that includes either video or voice generated in a second remote call made between the first account and the second account; referring to a storage unit that stores feature information extracted when a specific situation for a person who corresponds to the first account occurs in the first sensing data in association with the specific situation when occurrence of the specific situation for the person who corresponds to the first account is detected in the second sensing data; and making determination related to spoofing on a basis of a matching state between the feature information for the specific situation in the storage unit and the feature information for the specific situation detected from the second sensing data.

Systems and methods for identification of a controlled-environment facility resident in possession of a contraband communications device capture or otherwise accept managed access data and/or contraband communications device assessment data for contraband communications devices operating in the controlled-environment facility. Controlled-environment facility resident call data for each resident of the controlled-environment facility is gathered from the controlled-environment facility resident communications system. Correlations in the managed access data and/or assessment data with the controlled-environment facility resident communications system call data are analyzed to identify each resident of the controlled-environment facility in possession of a contraband communications device.

In some example embodiments, there may be provided an apparatus including at least one processor and at least one memory including computer program code, the at least one memory and the computer program code configured to, with the at least one processor, cause the apparatus to at least: obtain information to enable selection of an access node for a non-GPP access; query a server to determine whether the country at which the access node is located requires lawful interception of communications; and select, based at least on the obtained information and/or a response to the query, the access node for the non-3GPP access. Related systems, methods, and articles of manufacture are also described.

A method of providing blockchain wireless services in a controlled environment is provided. The method comprises a wireless communication device associated with an inmate of a controlled environment receiving one of a voice and video call from a device external to the controlled environment. The method further comprises the device placing the received call into a hold state and sending a request for validation of the call via a blockchain, the request identifying at least parties to the call. The method further comprises the device, upon receipt of validation, removing the call from the hold state; and enabling at least one of voice and video functionality for the parties. The method further comprises the wireless communication device sending the request for validation to a telecommunications server and the server conducting real time monitoring of the call. The method further comprises the device continuously recording the call.

A system for optimizing communication between civilians and authorities. The system enables optimal routing of message delivery from civilians to different dispatchers. The system enables adaptive optimization of the delivery of such messages by continuously identifying data collected by an agent installed on a user device. The messages typically comprise one or more portions, such as data, call, multimedia, etc. The system further identifies the communication target to which the message is sent. The system then determines an optimal route for sending each of the portions of the message. According to an embodiment, the determination may further be made based on metadata associated with the location of the user device. Then, each portion of the message is sent to the communication target via the optimal route.

A method of identifying a breach in privacy during a communication session, including communicating with a remote communication device using a local communication device, analyzing an audio signal from the remote communication device to identify an audio input/output configuration of the remote communication device, determining from the audio input/output configuration if a breach in privacy is signified.