In some embodiments, a system and method for generating phrase based categories of interactions may include obtaining a base category, the base category including one or more phrases. A base trend for the base category may be generated based on a frequency of appearance of at least one of the one or more phrases in a set of recorded interactions; a candidate phrase may be obtained and a candidate trend may be generated for the candidate phrase based on a frequency of appearance of the candidate phrase in the set of recorded interactions; a correlation level may be determined by relating the candidate trend to the base trend; and, if the correlation level is greater than a threshold level then the candidate phrase may be included the in the base category.

A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.

During a voice conversation, conversationally continuous voice input may be received from at least a first participant of the voice conversation. During the voice conversation, the conversationally continuous voice input may be converted into text, and the text may be analyzed to characterize content thereof. Using a graphical user interface displayed to at least a second participant of the voice conversation, a voice content animation may be rendered that visually represents the characterized content and is repeatedly updated as new content is characterized during the voice conversation.

Predetermined services are provided using preset instructions. A transcript of audible content provided over an electronic network and received at a communications device is analyzed to determine whether a trigger is present in the audible content. When the trigger is present in the audible content, preset instructions correlated with the trigger and instructing how to provide a predetermined service are identified. The predetermined service is provided by following the preset instructions.

Different call managing techniques are described for both voice calls and video calls. A call management system detects that a user is on an active call. The call management system detects that the user has continued to speak when the call was disconnected, as by another user terminating the call or poor network conditions. When the call management system detects a disconnected call, it records the spoken speech into a buffer and determines which portion of the user's speech was not processed and communicated to the other user. The user whose call was terminated is provided with an option to provide the un-communicated speech to the other user. Options can include sending a text version of the un-communicated speech to the other user or sending a voice file to the other user.

Different call managing techniques are described for both voice calls and video calls. A call management system detects that a user is on an active call. The call management system detects that the user has continued to speak when the call was disconnected, as by another user terminating the call or poor network conditions. When the call management system detects a disconnected call, it records the spoken speech into a buffer and determines which portion of the user's speech was not processed and communicated to the other user. The user whose call was terminated is provided with an option to provide the un-communicated speech to the other user. Options can include sending a text version of the un-communicated speech to the other user or sending a voice file to the other user.

A system and method are presented for the use of natural language processing to automate the disposition of completed interactions in an environment such as a contact center system. Communications may be inbound or outbound. A communication is received or placed by the contact center system and processed through the contact center system. After the interaction of the communication and the contact center is completed, data from the completed interaction may be processed through an automated customer interaction disposition system. Transcript data from the interaction may be processed through an NLP engine to generate data from the interaction. The data may then be automatically matched with a disposition/wrap-up code for the interaction.

A system obtains conversation data corresponding to conversations between users and agents of a client. The system identifies a set of intents from the conversations and identifies a set of contexts, explicit elements, and implied elements of these intents. The system identifies actions that can be performed to recognize new explicit and implied elements from new conversations and to address intents in these new conversations. Based on these actions, the system generates a set of recommendations that can be provided to the client. As agents communicate with users, the system monitors adherence to the set of recommendations.

Method starts with processing, by a processor, audio signal to generate audio caller utterance. Processor generates an agent action ranking score associated with the audio caller utterance and determines whether the agent action ranking score is below a minimum threshold. In response to determining that the agent action ranking score is below the minimum threshold, processor generates a transcribed caller utterance using a speech-to-text processor and generates an identified task based on the transcribed caller utterance. Using the transcribed caller utterance and a task-specific agent coaching neural network associated with the identified task, processor generates an ideal response. Processor generates a feedback result and causes the feedback result to be displayed on a display device of the agent client device. Other embodiments are disclosed herein.

Systems and methods include processing communication segments. A method may include obtaining at least one audio segment of an audio communication and distributing the at least one audio segment to a rules engine, analyzing, with the rules engine, the at least one audio segment for at least one acoustic trigger, determining at least one event that is triggered based on comparing the at least one acoustic trigger to one or more trigger rules, and communicating the at least one event to at least one end user through a web server.