A method and system for identifying an unwanted caller using a call answering system. The method comprises receiving, by a call records server, information about callers from a plurality of telephony devices and one or more phone number data sources, classifying, by the call records server, one or more of the callers as either wanted or unwanted callers based on the received information, and storing, by the call records server, the received information and the classification of the one or more of the callers into a directory. The method further comprises identifying, by a call answering server, that a call from a given caller from a phone number to a receiving telephony device is from an unwanted caller by searching the directory, and handling, by the call answering server, the call from the given caller according to one or more preferences of the user, the one or more preferences including rejecting the call from the receiving telephony device, playing a recorded message, and disposing of the call.

A computer mediated communication system includes a plurality of communication devices, a wireless transceiver, a computer system configured to wirelessly communicate with the communication devices via the wireless transceiver and mediate communications among the communication devices. The computer system includes a memory coupled with a processor. The processor parses, in response to an initiator providing an ambiguous input to the computer mediated communication system requesting a communication interaction, the processor: parses the ambiguous input for information about a desired target of the communication interaction; matches the information about the desired target against maintained target data to select a list of potential targets; computes likelihoods the potential targets of being the desired target; ranks the potential targets based on their respective likelihoods of being the desired target; and disambiguates the ambiguous input by communicatively coupling the initiator with at least one of the potential targets based on the ranking.

A computer system is described that is configured to enable customers of an organization to self-monitor account activity and modify account access settings via a contact center of the organization. The contact center control system is configured to provide an interactive call history associated with the customer's accounts with the organization. Using the call history, the customer may perform self-monitoring of calls into the contact center that access the customer's accounts, and notify the organization if any of the calls appear suspicious. The contact center control system is configured provide a user interface through which the customer may modify account access settings including changing which types of authentication methods are enabled to access the customer's accounts, and blocking account access by callers from certain phone numbers. The contact center control system may allow the customer to turn off all access to the customer's accounts via the contact center.

A computer-implemented method, system and computer program product for providing high quality speech recognition. A first speech-to-text model is selected to perform speech recognition of a customer's spoken words and a second speech-to-text model is selected to perform speech recognition of the agent's spoken words during a call. The combined results of the speech-to-text models used to process the customer's and agent's spoken words are then analyzed to generate a reference speech-to-text result. The customer speech data that was processed by the first speech-to-text model is reprocessed by multiple other speech-to-text models. A similarity analysis is performed on the results of these speech-to-text models with respect to the reference speech-to-text result resulting in similarity scores being assigned to these speech-to-text models. The speech-to-text model with the highest similarity score is then selected as the new speech-to-text model for performing speech recognition of the customer's spoken words during the call.

A communications system according to certain embodiments includes a mobile device and a second type of communications system, such as a landline telephone system, that share usage information. The shared information can include call logs of in-coming and out-going calls, missed calls, text messages, address book information, GPS data, internet browsing data, and the like.

A device is provided. The device includes a processor and a memory configured to store instructions executable by the processor. The processor is configured to execute the instructions to extract context information from displayed data based on an application which is being executed by the device, identify an identifier from the context information, search for at least one recommended contact related to the identifier based on the identifier and a relation graph obtained by inputting information regarding a communication between a plurality of users into a first training model for determining an association between the plurality of users, identify a priority of the at least one recommended contact, and control to display the at least one recommended contact according to the priority.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing a spoofed telephone call identifier are disclosed. In one aspect, a method includes the actions of receiving, by a first computing device, data indicating a placement of a telephone call from a second computing device to a third computing device, wherein the data includes a phone number of the second computing device. The actions further include determining characteristics of the phone number of the second computing device. The actions further include, based on the characteristics of the phone number of the second computing device, determining a likelihood that the phone number of the second computing device is spoofed. The actions further include, based on the likelihood that the phone number of the second computing device is spoofed, determining whether to transmit a notification of the telephone call to the third computing device.

A hands-free apparatus includes a memory and a hardware processor coupled to the memory. The hardware processor is configured to: connect to a mobile phone to enable a hands-free telephone conversation; receive at least one data of outgoing call history data, incoming call history data, missed call history data, and phonebook data stored in the mobile phone; and execute synchronization permission checking processing to check whether transfer of the at least one data is permitted in the mobile phone before receiving the at least one data from the mobile phone.

A method for computer control of online social interactions based on conversation processing. A portion of a conversation with a given user is recorded, stored in memory, and processed so as to influence subsequent interactions. These may include audio or other contextualized annunciations of subsequent telephone calls. Other modes addressing conversational processing for social purposes can result in interwoven conversation guided among threads of interest, advertising and incented participation of conversational content and placement. The invention is capable of implementation in telecommunications systems such as cellular, local exchange, and VOIP, and in combination with other forms of internet-based telecommunication, including smart phones and adaptive forums chat rooms.

A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.