Systems and methods for creating a network communication pathway between devices based on type of communication request are disclosed. The system obtains a communication object from a first device to enable communication with a second device. The first device may be a device within an affinity group of the second device, such that the system identifies historic data relating to the affinity group and/or relating to communication attempts from non-subscriber devices found in one or more affinity groups stored within the system. Based on the communication object type, the system identifies whether communication object relates to a question object previously received from the second device and calculates an Expert Attribute Score (EAS) for the first device. The system may evaluate the EAS against a predetermined threshold and transmit the communication object to the second device, if the EAS is greater than or equal to the predetermined threshold.

In providing contextual hints in an electronic message, a mail client receives a command to create a reply message to an original electronic message with original text. Topic(s) that summarize context(s) in the original text are determined and displayed in a body of the reply message as temporary text. The mail client receives response text corresponding to the topics entered into the body of the reply message. When displayed, the topics function as contextual hints for the original text. The user may use these contextual hints while composing the reply message, reducing the need for the user to scroll or jump to the original text in order to view the content to which the user is replying. When a command to send the reply message is received, the display of the topics is removed, and the reply message is sent with the response text and without the topics.

Systems, methods, and computer program products for provisioning a temporary disposable number are described. A user can be provided with a pool of available temporary disposable numbers that have a limited shelf life. The user can select one of the available temporary disposable numbers while submitting a permanent phone number associated with a communications device (e.g., mobile phone, home phone, business phone, etc.). Prior to activating the selected temporary disposable number, the temporary disposable number is linked to the permanent phone number. After activation, when an incoming call to the temporary disposable number is received, the permanent phone number is identified to be associated with the temporary disposable number being called. The incoming call is then forwarded to the communications device on which the permanent phone number is established.

A system, methods, and computer program products for performing call tracking in a novel way wherein caller ID data is obfuscated so as to preserve a caller's privacy by protecting their telephone number.

The disclosed techniques enable selective forwarding and blocking of emails directed to an alias email address based on a whitelist, as well as text message alerts triggered by emails from unauthorized senders. More generally, the disclosed techniques enable an enterprise system to store contact emails for users (i.e., alias email addresses) while avoiding storing and managing personal email addresses for the user. For example, the enterprise system may forward personal email addresses to an aliasing server configured to generate alias email addresses based on the personal email addresses. The aliasing server may operate as a “middle man” that receives emails directed to the alias email addresses and that forwards the emails to the personal email addresses (when appropriate). The enterprise system may store and maintain the alias email addresses in lieu of the personal email addresses.

A masking system prevents a human agent from receiving sensitive personal information (SPI) provided by a caller during caller-agent communication. The masking system includes components for detecting the SPI, including automated speech recognition and natural language processing systems. When the caller communicates with the agent, e.g., via a phone call, the masking system processes the incoming caller audio. When the masking system detects SPI in the caller audio stream or when the masking system determines a high likelihood that incoming caller audio will include SPI, the caller audio is masked such that it cannot be heard by the agent. The masking system collects the SPI from the caller audio and sends it to the organization associated with the agent for processing the caller's request or transaction without giving the agent access to caller SPI.

Concepts and technologies are disclosed herein for extracting and redacting sensitive information from audio. A call having audio and being associated with a customer can be received at a computing device, and the call can be routed to an agent device. During the call, the computing device can detect an impending disclosure of sensitive personal information of the customer. The computing device can generate, during the call, sensitive data that can correspond to the sensitive personal information. The sensitive data can be generated based on sensitive audio of the call. The computing device can provide modified audio to the agent device in real-time or non-real-time. The modified audio can include nonsensitive audio of the call and can omit the sensitive audio. The sensitive data can be provided to a call handling application that is in communication with the computing device and with the agent device.

Implementations of the subject technology provide for storing a temporary certificate on a mobile device for accessing services in association with a primary number. A device determines that a first subscriber identity module (SIM) card, previously used by the device, is not available for use by the device. The device determines that a second SIM card is available for use by the first device within a predetermined time period after the first SIM card is determined to be not available for use by the device. The device confirms that a communication identifier of the first SIM card is strongly tied to a user account associated with the device. The device stores a temporary certificate that attests to continued ownership of the communication identifier by the device and allows the device to access at least one service in association with the communication identifier.

The disclosed systems and techniques enable an enterprise system to store contact phone numbers for users while avoiding storing and managing personal phone numbers for the user. For example, the enterprise system may forward personal phone numbers to an aliasing server configured to (i) generate alias phone numbers based on the personal email addresses and (ii) provide the alias phone numbers to the enterprise system. The aliasing server may operate as a “middle man” that receives phone calls or text messages directed to the alias phone numbers and that forwards the phone calls or text messages to the corresponding personal phone numbers (when appropriate). The enterprise system may store and maintain the alias phone numbers in lieu of storing the personal email addresses.

Systems and methods for setting up a telephony communication include an operating system of a user telephony device diverting a call setup request made via a native dialer of the user telephony device to a telephony software application on the user telephony device. The telephony software application then sets up the requested telephony communication using a telephony communication application programming interface (API).