Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

A user may respond to a request of another user by entering text, such as a customer service representative responding to a customer. As the user enters text, a suggested completion of the text may be suggested to the user so that the user may select the suggested completion instead of continuing to enter text. Previous messages between the two users and other information may be used to determine an appropriate suggested completion to the entered text. A neural network language model and a search graph may be used to select a suggested completion from a search graph of possible suggested completions.

A telecommunications network for playing an enhanced announcement in the same format as that of an enhanced call is described herein. An enhanced call is a call via real time text or video. The telecommunications network includes a node or subsystem, such as an IP multimedia subsystem core (IMS or IMS core), programmed to receive an enhanced call in a text or video format, detect the format of the enhanced call, and return an enhanced announcement—an announcement provided in the same format as the enhanced call. The IMS core can include one or more sub-nodes or sub-components, including a telephony application server (TAS), a media resource function (MRF), or both.

An audio-only caller is determined to be accessing a conference using a landline phone. The audio-only caller is prompted to provide name information via a text-based message. A response that includes the name information is received. The name information is displayed via a user interface of the conference.

Audio conference participant identification is performed to identify audio-only participants and display information indicative of their identities within user interfaces of conferences. Name information of an audio-only caller accessing a first conference at a first time is determined to be unknown. The name information is stored in a record responsive to obtaining the name information from a device of the audio-only caller. The name information is displayed in a first user interface element of the first conference, where the first user interface element is associated with the audio-only caller. The name information is retrieved from the record responsive to the audio-only caller accessing a second conference at a second time after the first time. The name information is displayed in a second user interface element of the second conference associated with the audio-only caller.

Provided is a computer implemented method and system for delivering text messages, emails, and messages from a messenger application to a user while the user is engaged in an activity, such as driving, exercising, or working. Typically, the emails and other messages are announced to the user and read aloud without any user input. In Drive Mode, while the user is driving, a clean interface is shown to the user, and the user can hear announcements and messages/emails aloud without looking at the screen of the phone, and use gestures to operate the phone. After a determination is made that a new text message and/or email has arrived, the user is informed aloud of the text message/email/messenger message and in most instances, and if the user takes no further action, the body and/or subject of the text message/email/messenger message is read aloud to the user. All messages can be placed in a single queue, and read to the user in order of receipt.

Systems and methods are provided for dynamic generation of staff analytics and forecasts based on skill and service level. Dynamic forecasting allows for forecast generation in real-time and may be based on historical data regarding skills and results, as well as data science to identify patterns and make predictions. The resulting staffing forecast may therefore provide for efficient management of messaging staff costs while preserving the desired service quality. The staffing forecast may include a volume forecast that is tailored to the unique nature of asynchronous messaging, as well as the unique messaging needs of the entity so as to efficiently manage messaging operations and make data-driven staffing decisions that take service level into account. An exemplary embodiment may include dynamic analytics tools that may use specified target and/or resource numbers (e.g., desired service level) for an existing messaging operation and get a detailed per-skill staffing forecast.

Aspects of the subject disclosure may include, for example transcribing a voicemail message left by a call originator and intended for a call recipient. The resulting text is scheduled to be delivered as an SMS message to the call recipient. The source phone number in the SMS message is set to the call originator’s phone number so that the transcribed voicemail text appears in a messaging application’s conversation view between the call originator and the call recipient. Other embodiments are disclosed.

Various embodiments relate generally to data science and data analysis, computer software and systems, and control systems to provide a platform to implement automated responses to data representing electronic messages, among other things, and, more specifically, to a computing and data platform that implements logic to facilitate implementation of an automated predictive response computing system independent of electronic communication channel or payload of an electronic message payload, the automated predictive response computing system being configured to implement, for example, an automated voice-text response engine configured to build and adaptively implement conversational data flows based on, for example, classification of an electronic message and a predictive response. In some examples, a method may include detecting an electronic message includes inbound voice data, analyzing inbound voice data, invoking an automated response application, and selecting a response, among other things.

A method for handling call originations is provided. The method includes sending origination information from a mobile device to an application server in an enterprise network using Short Message Service (SMS) and determining whether a hotline feature is present in a subscriber profile associated with the mobile device. Data is then routed from the mobile device to a predetermined destination based on the hotline feature.