A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.

A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.

Provided herein are system, methods and computer program products for using a bot server for initiating and controlling bot instances, specifically conversation bot instances at client devices for interacting with users associated with the client devices. The bot server may communicate with a remote cloud service providing bot services for initiating and operating the bot instances to retrieve logic metadata used to control the bot instances and may use this metadata to initiate and control one or more bot instances at the client devices to interact with the associated users. In particular, the bot server may be deployed at a network edge in close network proximity to the client devices.

A device may collect network performance data associated with a user equipment of a network. The network performance data may include information associated with a plurality of performance indicators of the network. The device may process information associated with a first portion of the plurality of performance indicators to determine a first performance category experience score, and information associated with a second portion of the plurality of performance indicators to determine a second performance category experience score. The device may process the first performance category experience score and the second performance category experience score to determine a network experience score. The device may determine whether the network experience score satisfies a threshold value. The device may perform one or more actions based on determining that the network experience score satisfies the threshold value.

Methods for leveraging a plurality of machine-learning algorithms to improve a chat interaction are provided. The methods may include monitoring for initiation of a live chat session; alerting and assigning a chat responder to the live chat session; engaging one or more of a plurality of automated chat tools, the tools loaded with artificial intelligence (AI), in order to improve the response of the responder during the session; reviewing and retrieving, using the AI, from a machine learning (ML) library in electronic communication with the AI, historical information; presenting, on a chat responder screen, selected actionable information generated based on the historical information, to the responder; integrating, based on pre-determined conditions, chat responses into the ML library; and integrating into the ML library, based on the same or other pre-determined conditions, chat comments. The chat comments are generated by a chat initiator.

Salespeople (agents) get engaged with a lot of contacts from past, present and future prospects that manifests on multiple contact platforms. They end up having their contacts and calendars split in multiple places including communication and messages leading to inefficiencies, loss of business and delayed response time to the end customer. Customer Relationship Management today is still a one dimensional tool, one that featured Email as the core for direct agent-client relationship. CRM should be redefined and relabeled as Communication Management to open up the idea that relationships with clients are developed across multiple platforms though multiple channels. As will be understood by reading below, the invention accomplishes this in an elegant manner. The phrases Communication Management in the main patent title and Customer Relationship Management (CRM) have the same semantics in this document.

Methods, systems, and computer readable media for request response processing. A method includes establishing a request topic and a response topic for distributing messages between clients and services executing on a distributed computing system. The method includes posting, in the request topic, request messages from the clients, each request message including a unique client identifier, such that the services consume the request messages from the request topic. The method includes posting, in the response topic, response messages from the services responsive to the request messages. The services post the response messages to response partitions of the response topic using the unique client identifiers. The clients consume the response messages using the unique client identifiers to ensure that each client consumes a respective responsive message responsive to a respective request message from the client.

The present disclosure facilitates improving the operation of a cloud service by updating its configuration information and its resource requirements. The resource utilization of the cloud service can be monitored, and a decision logic module can determine whether action is required. When action is required, an update can be prepared and applied, and notifications can be generated about the condition and its resolution. Resolutions can require correlation of multiple cloud services to provide real-time access to information that is not otherwise available to a single entity. Resolutions can be learned and predicted in a number of ways using a predictive engine.

In one embodiment, a method includes identifying a mobile service provider network (SPN) and a geographic location of an online social network user and accessing a service-provider table associated with the identified mobile SPN and with the geographic location. The service-provider table indexes a reliability score and a sampling amount for multiple messaging-service providers in the geographic location. The method further determines, based on the service-provider table, whether any of the messaging-service providers has a sampling amount below a threshold sampling amount and sends messaging traffic via the determined messaging-service provider until the sampling amount is greater than or equal to the threshold sampling amount. The messaging traffic is used to update the reliability score for the messaging-service provider. The method further includes selecting a messaging-service provider based on the updated reliability scores of the messaging-service providers and sending a message to the user via the selected messaging service-provider.

A set of service level agreement (SLA) policies and service level definition (SLD) policies that are applied to a request message of a correlated request/response message pair are tracked. A response message of the correlated request/response message pair is detected. A corresponding set of platform-specific policy enforcement processing rules that are used to enforce the set of SLA policies and SLD policies on the response message are identified using the tracked set of SLA policies and SLD policies applied to the request message. The set of SLA policies and SLD policies are enforced on the response message using the identified corresponding set of platform-specific policy enforcement processing rules.