Aspects of the disclosure relate to cognitive automation-based engine processing on audio files and streams received from meetings and/or telephone calls. A noise mask can be applied to enhance the audio. Real-time speech analytics separate speech for different speakers into time-stamped streams, which are transcribed and merged into a combined output. The output is parsed by analyzing the combined output for correct syntax, normalized by breaking the parsed data into record groups for efficient processing, validated to ensure that the data satisfies defined formats and input criteria, and enriched to correct for any errors and to augment the audio information. Notifications based on the enriched data may be provided to call or meeting participants. Cognitive automation functions may also identify callers or meeting attendees, identify action items, assign tasks, calendar appointments for future meetings, create email distribution lists, route transcriptions, monitor for legal compliance, and correct for regionalization issues.

A call management system of a call center retrieves from a customer database enterprise customer data associated with an identified customer in a customer call, which may include customer event data, attributions data, and activity event data. The customer database tracks prospects, leads, new business, and purchasers of an enterprise. The system retrieves customer demographic data associated with the identified customer. A predictive model is selected from a plurality of predictive models based on retrieved enterprise customer data. The selected predictive model, including a logistic regression model, and tree-based model, determines a value prediction signal for the identified customer, then classifies the identified customer into a first value group or a second value group. The system routes a customer call classified in the first value group to a first call queue assignment, and routes a customer call classified in the second value group to a second call queue assignment.

The present disclosure is directed to a method and system for routing communications. A plurality of communications-enabled devices are coupled to a communications network. Each communications-enabled device has a device identifier. A user-programmable database associates each of a plurality of user identifiers with a device identifier. A router circuit is coupled to the communications network through a portal communication device having a portal identifier. A user designates a destination user identifier when making a communication. The router circuit switches the call, directing the call to a destination device identifier responsive to the user-programmable database association between the destination user identifier and a device identifier. According to certain aspects, communications are directed to users and are routed to associated equipment, a user identifier serving as a virtual extension number. Users remotely program the database to direct their communications to communications-enabled devices at various destinations.

Embodiments for automatically distributing phone call recordings to interested parties generally include associating one or more forwarding criteria with each of one or more interested parties, establishing a phone call from a calling party to a destination number through an institutional phone system, recording the phone call, and, if the phone call satisfies one or more forwarding criteria associated with one or more interested parties, automatically distributing the recording of the phone call to the at least one interested party associated with the satisfied one or more forwarding criteria. Distribution may be by e-mail, by uploading the recording to a website that interested parties (and preferably only interested parties) can access, by queuing the recordings for export to physical media, and/or through a voice mail system. Calls may be selected for distribution based on the caller, the called party, conversation content, call time, or any other suitable criteria.

An illegal call detection apparatus comprises a data collecting unit, a preprocessing unit, and a learning unit. The data collecting unit collects, from at least one of a subscriber terminal or a call exchanger, a raw packet generated by the subscriber terminal using a VoIP service, and collects, from the billing server, CDR data related to the raw packet. The preprocessing unit generates learning data by using service usage information extracted from the CDR data and service detailed information extracted from the raw packet, and generates a training image by converting the training data into an image according to a predetermined imaging rule. The learning unit extracts at least one or more features from the training image, and learns whether the training image is related to an illegal call by using the features, through an illegal call detection model.

An enhanced routing system determines a service provider best suited to fulfill a user's request to interact and establishes a communication session between the user's client device and a device of the service provider. The enhanced routing system may use user characteristics and behavior to select the service provider. For example, the enhanced routing system receives a request to connect to a customer service system from a user who has recently started a new job and has been accessing a banking application on his mobile phone. The enhanced routing system may determine that a payroll service provider is best suited to fulfill the user's request. For example, the enhanced routing system uses a machine learning model that has been trained on previously fulfilled requests. In this way, the enhanced routing system improves upon systems that continuously prompt the user for information by selecting a service provider without overburdening the user.

In an example of this disclosure, a method may include receiving, by a database server, a data write request. The data write request may include authentication information corresponding to a first call session and first additional information. The method may include generating, by the database server, a first unique identifier based on the first additional information. The authentication information may correspond to the first unique identifier. The method may include storing the first unique identifier and the authentication information in a data structure in a memory of the database server.

A system and method for dynamically providing safe call back numbers to use to respond to an inbound communication, the method comprising parsing message records from a message server, analyzing the message records for untrustworthy phone numbers by comparing content of the message records to a reference data set that is retrieved from a database, the reference data set including genuine and fraud data wherein the genuine and fraud data includes entities and contact information corresponding to the entities, determining untrustworthy phone numbers in the message records from the analysis, and generating remedy actions based on the determination of the untrustworthy phone numbers.

In a controlled-environment facility resident-to-resident communication management system a controlled-environment facility electronic digital mail center, and/or the like, receives and creates a digital version of an original mail item received at a controlled-environment facility, and a controlled-environment facility mail database, and/or the like, that stores digital versions of original mail items received at the controlled-environment facility. A centralized controlled-environment facility investigative data aggregation and analysis platform, and/or the like, identifies a sender and/or sending address of the original mail item from the digital version of the original mail item, queries a database using identification of the sender and/or the sending address, determines whether the sender is a resident of another controlled-environment facility, and in response to a determination that the sender is a resident of another controlled-environment facility, flags the digital version of the original mail item as a controlled-environment facility resident-to-resident communication.

Techniques are described herein for routing customer support requests via a vertical stack queue. The techniques may include receiving a request for customer support from a user device and identifying a group of agents available to serve the request. The group is associated with a stack queue, and the request is routed to a first level of contact queue pool that includes the group. Upon determining whether a wait time associated the stack queue at the first level of contact queue pool exceeds a predetermined threshold, an additional group of agents to serve the request is identified in addition to the group of the plurality of groups of agents. The group and an additional group of agents are distinct from each other. Upon identifying the additional group, the request is routed to a second level of contact queue pool that includes the additional group of agents.