A method for teleconferencing between a monitoring device and a user device includes establishing an audio channel connection between the user device and the monitoring device of a remote user; displaying an entry code on a display of the monitoring device; obtaining from a user of the monitoring device a verbal confirmation of the entry code; and, in response to receiving the entry code from the remote user, enabling a camera of the monitoring device. In response to the verbal confirmation, the entry code is sent to the remote user. Enabling the camera of the monitoring device establishes an audio-visual connection between the user device and the monitoring device.

Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.

A method for protecting user data during an audio interaction includes various operations performed by a processing system including at least one processor. In one example, the operations include detecting an audio signal that is part of an interaction between a user and another party, converting the audio signal into a string of text, detecting that the interaction is likely to put sensitive data of the user at risk, based on a comparison of the string of text to a library of interactions that are known to put sensitive data at risk, and sending an alert to notify the user that the interaction is likely to put the sensitive data of the user at risk, wherein the alert is sent to prevent the user from providing the sensitive data to the another party, and wherein the method is performed contemporaneously with an occurrence of the interaction.

Embodiments described herein provide for a voice biometrics system execute machine-learning architectures capable of passive, active, continuous, or static operations, or a combination thereof. Systems passively and/or continuously, in some cases in addition to actively and/or statically, enrolling speakers. The system may dynamically generate and update profiles corresponding to end-users who contact a call center. The system may determine a level of enrollment for the enrollee profiles that limits the types of functions that the user may access. The system may update the profiles as new contact events are received or based on certain temporal triggering conditions.

The invention relates to systems/methods that enable real-time monitoring/processing of contact center communications to provide timely, actionable analytic insights and real-time critical call alerts, while simultaneously providing best-in-class protection of sensitive customer information.

Techniques for providing a real-time service that protects personal data of clients from customer service agents are provided. Customer data that includes personal data indicative of sensitive information of a customer can be received from the customer. The personal data within the received customer data can be detected and a token that does not include the sensitive information of the customer can be generated. The personal data and the generated token can be stored along with data indicating a relationship between the token and the personal data. The personal data in the received customer data can be replaced by the token to form modified customer data. The modified customer data can be provided to a customer service representative. The token within the modified customer data can later be detected and associated with the personal data without revealing the personal data to the customer service representative.

A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.

A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.

A method, computer system, and computer program product for processing a secure data phone request are provided. The embodiment may include receiving a plurality of user responses to one or more security questions. The embodiment may also include identifying, during a phone call, a request for sensitive information by a call participant. The embodiment may further include identifying a response within the plurality of received user responses that satisfies the identified request. The embodiment may also include transmitting the identified response to the call participant.

Information provision and access control in a networked environment may include measures to override conventional communication operation (e.g., chat) to provide anonymity and/or otherwise restrict data exposure. Access control groups may be defined on an ad hoc basis or on the basis of pre-defined potential associations, which associations themselves may be customized for particular contexts.