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.

An agent queuing system implemented without relying on a private branch exchange. The queuing system can be cloud-based and routes calls to agents, for example, through a first-in/first-out (FIFO) queue. Clients are assigned a unique number that identify one or more queues. When a call is received, a database maintains the unique number that was called and the associated company information is retrieved, along with any queues allocated for their company. A call is placed to the next available agent from the selected queue. A recording is played to the agent identifying the queue the call is arriving from and the agent is prompted to accept the call. If the call is accepted, the agent is taken out of the available agent pool for the duration of the call. The call can be routed without exposing the phone numbers of the caller or agent involved in the call.

An approach is provided that hides a caller's telephone number and instead displays a user friendly string that acts as an alias for the caller's identity. The approach receives, from a caller using a calling device, an incoming call at a receiving device that is the information handling system such as a smart phone. The incoming call includes a set of textual metadata that includes an alias corresponding to caller as well as the caller's telephone number that corresponds to the calling device. The approach then displays, on a display screen accessible from the receiving device, the alias while inhibiting display of the caller telephone number, thus keeping the caller's actual telephone number hidden from the user of the receiving device.

The invention relates to systems/methods that enable real-time monitoring/processing of contact center communications to provide timely, actionable analytic insights and real-time critical call alerts, while simultaneously providing best-in-class protection of sensitive customer information.

The disclosed systems and techniques enable an enterprise system to store contact emails for users 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 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 storing the personal email addresses.

A home assistant device and a method for privacy-preserving vocal interactions. A microphone captures an audio signal corresponding to a vocal user query. The identity of the speaker is determined, and an obfuscated name is generated corresponding to the identified speaker. The audio signal is analysed to determine the intent of the user and a personalized answer is generated in combination with the obfuscated name. This answer is then de-obfuscated by reintroducing the speaker name. The de-obfuscated answer is rendered to the speaker.

An approach is provided that hides a caller's telephone number and instead displays a user friendly string that acts as an alias for the caller's identity. The approach receives, from a caller using a calling device, an incoming call at a receiving device that is the information handling system such as a smart phone. The incoming call includes a set of textual metadata that includes an alias corresponding to caller as well as the caller's telephone number that corresponds to the calling device. The approach then displays, on a display screen accessible from the receiving device, the alias while inhibiting display of the caller telephone number, thus keeping the caller's actual telephone number hidden from the user of the receiving device.

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.

The disclosed techniques enable selective forwarding and blocking of text messages directed to an alias phone number based on a whitelist, as well as text message alerts triggered by text messages from unauthorized originating numbers. More generally, the disclosed techniques enable an enterprise system to store contact phone numbers (i.e., alias 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 generate alias phone numbers based on the personal phone number. The aliasing server may operate as a “middle man” that receives text messages directed to the alias phone number and that forwards the text messages to the personal phone number when appropriate. The enterprise system may store and maintain the alias phone numbers in lieu of the personal phone numbers.

A system for providing help includes a smartphone having a cellular transceiver and a global positioning subsystem. A call center server computer system has a plurality of agent computers. Software running on the smartphone is configured to recognize a preprogrammed specific utterance and to connect with the call center server computer system. After the preprogrammed specific utterance is detected, the software running on the smartphone initiates a call to the call center server computer system. When the call center server computer system receives the call, the call center server computer system retrieves a data record associated with the smartphone using a caller-id of the call and the call center server computer system assigns an agent computer. At least part of the data record is displayed on a display of that agent computer and an audio connection is made between that agent computer and the smartphone.