A hands-free device is disclosed, in which a memory and a hardware processor connected to the memory are included. The hardware processor establishes a connection with a mobile phone using a hands-free communication protocol for making a hands-free call. The hardware processor establishes a connection with the mobile phone using a data transfer protocol for transferring phone data about a phone to receive the phone data transferred from the mobile phone, and stores the phone data into the memory. When a phone communication state of the mobile phone is transitioned while the phone data is being transferred, the hardware processor executes transfer control in accordance with transfer criteria, each depending on a type of the phone data being transferred and the phone communication state after the transition.

Call routing technology can route a current call from a person based on an analysis of call data related to a prior call from the same person. For example, based at least on a customer satisfaction score determined from call data related to a prior call, a call routing server can identify one or more persons to whom a current call from the same person should be routed. Next, the call routing server can route the current call to one of the identified customer service representatives.

Implementations relate to determination and visual display of spoken menus for calls. In some implementations, a computer-implemented method includes receiving audio data output in a call between a call device and a device associated with a target entity. The audio data includes speech indicating one or more selection options for a user of the call device to navigate through a call menu provided by the target entity in the call. Text is determined by programmatically analyzing the audio data, the text representing the speech. The selection options are determined based on programmatically analyzing at least one of the text or the audio data. At least a portion of the text is displayed by the call device during the call, as one or more visual options that correspond to the selection options. The visual options are each selectable via user input to cause corresponding navigation through the call menu.

A method, computer system, and a computer program product for enhanced caller identification (ID) is provided. The present invention may include, receiving, by a receiving party device, a call from a calling party device. The present invention may also include, retrieving, by the receiving party device, a previous interaction information corresponding to a previous interaction between a receiving party associated with the receiving party device and a calling party associated with the calling party device. The present invention may further include, in response to the received call from the calling party device, displaying, on the receiving party device, the retrieved previous interaction information corresponding to the previous interaction between the receiving party and the calling party.

Embodiments described herein provide for performing a risk assessment using graph-derived features of a user interaction. A computer receives interaction information and infers information from the interaction based on information provided to the computer by a communication channel used in transmitting the interaction information. The computer may determine a claimed identity of the user associated with the user interaction. The computer may extract features from the inferred identity and claimed identity. The computer generates a graph representing the structural relationship between the communication channels and claimed identities associated with the inferred identity and claimed identity. The computer may extract additional features from the inferred identity and claimed identity using the graph. The computer may apply the features to a machine learning model to generate a risk score indicating the probability of a fraudulent interaction associated with the user interaction.

Described herein is at least one non-transitory computer-readable medium comprising instructions to direct at least one processor to utilize a global dialing format. The at least one processor is directed to retrieve a phone number saved on a communication device. The retrieved phone number is converted to the global dialing format by a reformatting sequence or a manual intervention sequence and the reformatted phone number thereby obtained is saved to a contacts list on the communication device. A QR code is created for contact sharing. A local phone number is retrieved from the reformatted phone number when a user selects the reformatted phone number for dialing. The local phone number is in a destination country. A call logic sequence is initiated to assemble the dialing protocol necessary to complete the phone call. An authentication process is executed to verify that the local phone number is an actual phone number in the destination country. The authentication process results in an authenticated local phone number which is concatenated with the dialing protocol assembled by the call logic sequence. A concatenated phone number is obtained. The local phone number is saved to a call log in the global dialing format. The concatenated phone number is contacted, i.e., called or texted.

A method, computer system, and a computer program product for filtering a phone call are provided. An incoming phone call to a phone is detected. Call metadata from the incoming phone call is received. The call metadata is compared to entries of a learned relationship filter. The entries of the learned relationship filter are obtained by monitoring behavior of a phone user on the phone during previous calls to the phone and application usage on the phone so that learned relationships to the phone user are identified and saved. The learned relationship filter provides a filtering response. The filtering response is performed to the incoming phone call.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing a caller identifier are disclosed. In one aspect, a method includes the actions of receiving, by a server and from a user of a computing device, data indicating a request to update a name that corresponds to a phone number in a caller identification information storage. The actions further include accessing, by the server, a calling history that indicates previous telephone calls of the phone number. The actions further include accessing, by the server, identification data of the user. The actions further include based on the calling history that indicates previous telephone calls of the phone number and the identification data of the user, determining whether to update the caller identification information storage to indicate that the name corresponds to the phone number.

A method capable of enhancing a user's acceptance of a received message, a message application program for performing the method, and a user terminal performing the method. The method of exposing received messages is a method performed by a message application program running on a user terminal. The method comprises receiving a message, and displaying the message if the current state of the user terminal satisfies a condition included in an exposure rule. After the message application program receives the message, the message application program displays the message only when the current state of the terminal satisfies the condition included in the exposure rule, thereby increasing the acceptance of the message.

The technology disclosed herein enables presentation of call identification information based on user presence. In a particular embodiment, a method includes receiving a communication request directed to an endpoint of a user and determining a presence status of the user from a presence system. In response to determining that the presence status indicates the user is not present, the method includes transferring the communication request to the endpoint and preventing the endpoint from presenting call identification information associated with the communication request.