Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

When a new communication is received at a server, the system can generate machine readable data pertaining to the communication, e.g., a transcript for the communication. Using the transcript, the system can utilize natural language processing techniques to find at least one request in the communication. The system can search summaries of prior communications, and if there is a communication including a similar request, the system can display a record of the prior communication.

A configuration is implemented to establish, with a processor, an interactive voice response system that is operable in a first human-spoken language. Further, the configuration receives, with the processor, a communication request through a designated communication channel for a second human-spoken language. The second human-spoken language is distinct from the first human-spoken language. Moreover, the configuration generates, with the processor, a simulated interactive voice response system that provides a service in the second human-spoken language. The simulated interactive voice response system routes a request in the second human-spoken language to a machine interpreter that translates the request into the first human-spoken language. The translated request is provided to the interactive voice response system to process the request in the first human-spoken language. Further, the processed request is translated by the machine interpreter for output by the simulated interactive voice response system as the service in the second human-spoken language.

A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of a method for detecting harassment. The system may receive communication data from a first customer service representative terminal or a customer communication device and may determine, based at least in part on the communication data and stored communication data, that the communication data comprises harassing content. The system may, responsive to determining that the communication data comprises harassing content, transmit to a second customer service representative terminal, a notification indicating that the communication data comprises harassing content.

Systems and methods for providing a translation-enabled multiparty communication session utilize a translation service that is configured to receive individual audio streams from each participant in the communication session, and which then generates a participant text stream for each participant based on their audio stream. This can be accomplished using speech-to-text techniques. Each participant's text stream is then translated into a different language to create a translated participant text stream. Individual participants in the communication session can then subscribe to the translated participant text streams to view a translation of what each participant is saying during the communication session.

Techniques for monitoring a conversation in real-time to detect attributes of a conversation, identifying a desired outcome of the conversation, and identifying voice modulations that may be applied to the agent's voice to help accomplish the desired outcome are disclosed. The system may identify voice modulations by comparing a current conversation to one or more prior conversations having desired outcomes similar to that of the current conversation. A trained machine learning model may select and apply voice modulations associated with accomplishing a desired outcome.

A personal voice model is created using a person's voice, essentially, voice cloning. When user wants to send a message to another person from his mobile phone or similar device, the user types the message and it is converted to a speech message using the voice model created. The speech message is delivered either to a voicemail or another medium which accepts a voice message. The text can be converted to a different language as well and send a voice message in a different language.

A participating terminal connection unit connects a plurality of terminals participating in communication, acquires language information set for each terminal to recognize the language used in the terminal, defines for each terminal a terminal message box for the communication, in which messages are described so as to be displayable in a time-series manner, and correlates the use language of the terminal with the terminal message box. A box coupling setting unit sets coupling between first and second terminal message boxes so that a transmission message written in the first terminal message box is translated and written in the second terminal message box as a reception message. When a transmission message is written in the first terminal message box from the first terminal, a box coupling execution unit translates the transmission message according to the coupling and writes the translated message in the second terminal message box as a reception message.

An information display device is an information display device for allowing content to be output in a plurality of languages, and includes a management information acquisition unit, a priority determination unit, and an image generator. The management information acquisition unit acquires management information including language information including information indicating a language used by sojourners in an area where the information display device is used, and sojourn information including information indicating a sojourn situation of the sojourners in the area. Based on the acquired management information, the priority determination unit determines priority of the languages used in the information display device. The image generator generates a display image in accordance with the priority.

A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of a method for detecting harassment. The system may receive communication data from a first customer service representative terminal or a customer communication device and may determine, based at least in part on the communication data and stored communication data, that the communication data comprises harassing content. The system may, responsive to determining that the communication data comprises harassing content, transmit to a second customer service representative terminal, a notification indicating that the communication data comprises harassing content.