A dialogue device of a dialogue system relating to provision of a response to an inquiry from a user terminal includes an input unit that acquires the inquiry from the user terminal, a transmission unit that connects the user terminal and an operator terminal responding to the inquiry in accordance with the inquiry, an output unit that outputs questions for ascertaining details of the inquiry to the user terminal before connection made by the transmission unit, and a determination unit that determines a mode of the questions made by the output unit in accordance with an operating status of the operator terminal that can respond to the inquiry.

The present disclosure provides real-time, contextually appropriate behavioral guidance by utilizing machine learning models applied in real-time to call audio data. The systems and methods disclosed herein use a combination of acoustic signal processing and automatic speech recognition to convert raw call audio into features that are utilized in the machine learning models to create usable outputs to provide a user with behavioral guidance within a given context of a call or interaction with a customer in real-time.

A computer-implemented method and system for enhancing interaction between a customer and a customer service representative of a company. D related to the customer is stored and received at a computer operated by the company, wherein the data can include a customer name, a customer address and a customer number. A telephonic interaction is preferably commenced between the customer and the customer service representative and a Web session is preferably commenced on a Web site for a client computer of the customer service representative. At least a part of the data is displayed on a workstation of the customer service representative as a first Web page, wherein the first Web page includes at least one selectable link to a second Web page. At least one selectable link is selected by the customer service representative to display the second Web page.

Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.

In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.

Systems and methods for executing a robotic process automation (RPA) workflow are provided. The RPA workflow is executed by a first robot. The execution of the RPA workflow is suspended by the first robot. A current context of the RPA workflow is serialized at a time of the suspension and the current context of the RPA workflow is stored. The execution of the RPA workflow is resumed by a second robot based on a triggering condition by retrieving the current context of the RPA workflow. The first robot and the second robot may be the same robot or different robots.

An image processing system includes a server, an image processing device, a mobile terminal, and a call center terminal. When switching from a response by a chatbot to a response by an operator is executed, the server transmits a response history of the chatbot to the call center terminal so that the call center terminal may check the response history of the chatbot. The entire response history of the chatbot is presented to the operator when the amount of information on the response history of the chatbot is equal to or less than a predetermined threshold, and a summary of the response history based on the response history of the chatbot is presented to the operator when the amount of information on the response history of the chatbot is more than the threshold.

Methods, apparatus, systems, computing devices, computing entities, and/or the like for contextually optimizing routings for interactions. This may include receiving an interaction, wherein the interaction is selected from the group consisting of a voice-based interaction and a textual-based interaction; receiving an interaction problem statement for the interaction; generating, based at least in part on the interaction problem statement, an interaction problem statement summary, wherein the interaction problem statement comprises the context of the interaction; identifying one or more features for the interaction, wherein the features are input for one or more machine learning models; predicting an optimal route for the interaction, wherein the optimality of each route, hence, the optimal route is determined by the one or more machine learning models; and routing the interaction to the optimal route.

In some implementations, one or more computers receive audio data indicating an utterance of a first participant during a call with a second participant. The one or more computers obtain text of the utterance of the first participant. The one or more computers identify an information card associated with the utterance based on the text of the utterance of the first participant. The one or more computers provide information card data causing the identified information card to be provided, for presentation during the call, by a device associated with the second participant.

A system for managing a communication session between a number of participants is provided. The system can analyze activity of each participant and generate recommendations on the communication flow of a meeting. For instance, the system can analyze user activity and other contextual data for each user to determine a recommended speaking arrangement for the participants. The recommendations can be presented to a moderator who can then utilize the recommendations to control the flow of the meeting. Inputs received from the moderator can modify speaking and viewing permissions to emphasize or deemphasize displays and audio of individual participants. In some configurations, the recommendations can be utilized by a system to automatically control permissions for each participant for the purposes of controlling communication and flow of an event, such as an online meeting.