A computer-implemented method for automating actions for a customer in relation to an interaction between the customer and an agent of a contact center, the interaction including an exchange of statements made by the customer and agent. The method includes the steps of: receiving a transcript of the interaction; via a first analysis, analyzing the transcript; from results of the first analysis, identifying: a pending action, wherein the pending action is an action promised by the customer or agent that will be resolved after the interaction; and a target timeframe for resolving the pending action; given the pending action, determining a follow-up workflow that includes one or more follow-up actions, each of the one or more follow-up actions comprising an action intended to assist the customer to resolve the pending action; and automatically executing the one or more follow-up actions.

A system and method for voice based social networking is disclosed. The system receives a voice message (and frequently an image) and ultimately delivers it to one or multiple users, placing it within an ongoing context of conversations. The voice and image may be recorded by various devices and the data transmitted in a variety of formats. An alternative implementation places some system functionality in a mobile device such as a smartphone or wearable device, with the remaining functionality resident in system servers attached to the internet. The system can apply rules to select and limit the voice data flowing to each user; rules prioritize the messages using context information such as user interest and user state. An image is fused to the voice message to form a comment. Additional image or voice annotation (or both) identifying the sender may be attached to the comment. Fused image(s) and voice annotation allow the user to quickly deduce the context of the comment. The system provides the means to deliver a seamless flow of a conversation without requiring user interaction to hear individual comments. Multiple conversations or parts of conversations (or both) are blended into the users acoustic channel without requiring user interaction at the level of individual comments. Advertising may also be integrated. The resulting information flow is translated into formats acceptable to the user's receiving device.

A system and method are disclosed for generating a teleconference space for two or more communication devices using a computer coupled with a database and comprising a processor and memory. The computer generates a teleconference space and transmits requests to join the teleconference space to the two or more communication devices. The computer stores in memory identification information, and audiovisual data associated with one or more users, for each of the two or more communication devices. The computer stores audio transcription data, transmitted to the computer by each of the two or more communication devices and associated with one or more communication device users, in the computer memory. The computer merges the audio transcription data from each of the two or more communication devices into a master audio transcript, and transmits the master audio transcript to each of the two or more communication devices.

Communication events often produce a significant volume and variety of data. While such data is often useful as a teaching or configuration tool or as a source of troubleshooting information, such information often results in information overload. By providing a highlight reel, communication data comprising only relevant information, which may be further limited to a specific number of duration of events, allows for key data to be identified for presentation and avoid the need to further process, store, or otherwise maintain irrelevant or less relevant data.

Customer relationship management (CRM) implemented in a computer system, including administering, by a CRM application of the computer system, with one or more customer representative on behalf of one or more tele-agents asynchronously across one or more platform types, as structure of computer memory of the computer system, a communications session comprising one or more communications contacts with the customer representative in support of the communications session. Digital transcripts of previous contacts are displayed for a tele-agent in real to facilitate communications with the customer representative. The transcripts and associated data are stored as parsed and inferred semantic triples in an enterprise knowledge graph.

The present invention discloses a system, apparatus, and method that obtains audio and metadata information from voice calls, generates textual transcripts from those calls, and makes the resulting data searchable via a user interface. The system converts audio data from one or more sources (such as a telecommunications provider) into searchable usable text transcripts. One use of which is law enforcement and intelligence work. Another use relates to call centers to improve quality and track customer service history. Searches can be performed for callers, callees, keywords, and/or other information in calls across the system. The system can also generate automatic alerts based on callers, callees, keywords, phone numbers, and/or other information. Further the system generates and provides analytic information on the use of the phone system, the semantic content of the calls, and the connections between callers and phone numbers called, which can aid analysts in detecting patterns of behavior, and in looking for patterns of equipment use or failure.

In an example of this disclosure, a method may include storing, by a first database server, first call session information in a data structure in a memory of the first database server. The first call session information may correspond to a unique identifier that corresponds to a caller. The method may include replicating the first call session information stored in the data structure in the memory of the first database server to a data structure in a memory of a second database server.

Methods are provided for routing communications between different recipients at an entity having access to a shared communication log and using presence information. The methods include receiving a communication from a user to an entity by a primary recipient at a call center for the entity, obtaining identifying information for the user, storing a communication log regarding the communication of the user, identifying a current presence of a secondary recipient for the entity, transferring the communication from the primary recipient to the secondary recipient in response to the presence identification of the secondary recipient indicating the secondary recipient is accessible, updating the communication log with information regarding the transfer from the primary recipient to the secondary recipient, and providing the communication log to the secondary recipient during the communication between the first user and the primary recipient or secondary recipient.

A computer based system and method for automatically detecting frustration in an interaction, may include: identifying in the interaction using a set of linguistic rules, natural language patterns related to frustration, wherein the linguistic rules further define weights associated with the natural language patterns and rule metadata; reviewing the rule metadata associated with the identified natural language patterns to identify override attributes, wherein if the rule metadata does not include override attributes, then a frustration level in the interaction is determined based on the identified natural language patterns and weights associated with the identified natural language patterns; and if the rule metadata includes override attributes than the frustration level is determined based on the identified override attributes.

A computer-implemented method and supporting system transcribes spoken words being monitored from a telephonic interaction among two or more individuals. Telephonic interactions among the individuals are monitored, and at least two of the individuals are each assigned to a separate channel. While still being monitored, each of the channels is assigned a context-based speech recognition models, and in substantially real-time, the monitored telephonic interaction is transcribed from speech to text based on the different assigned models.