Disclosed are systems, methods, and media capable of generating and implementing emergency flows. The emergency flow is highly customizable and can connect with various stakeholders (user, emergency contacts, corporate representatives, emergency service provider personnel, etc.). The systems, methods, and media can be triggered in various ways including user input (e.g. voice command) or by sensors (e.g. by using sound detection capabilities).

Methods, systems, and computer-readable media for interactive voice response using a cloud-based service are disclosed. Voice input indicating interaction with an entity is received at a service provider environment. The entity is associated with an IVR data structure comprising one or more options associated with contacting the entity. The IVR data structure is selected based (at least in part) on analysis of the voice input by the service provider environment. The voice input is sent from a voice-capturing device to the service provider environment via a non-telephonic network. A contact point is selected from the IVR data structure based (at least in part) on analysis of the voice input and/or contextual information. A connection is initiated with the contact point.

A method and an apparatus for processing a call to an aggregate endpoint device over a network are disclosed. For example, the method receives a session request by a Serving-Call Session Control Function (S-CSCF), wherein a route header for the session request comprises an aggregate endpoint identifier, and interacts with an application server to receive a Public User Identity (PUID) of the aggregate endpoint device in accordance with the aggregate endpoint identifier. The method performs a termination processing for the session request using the PUID of the aggregate endpoint device, and forwards the session request towards the aggregate endpoint device.

Systems and methods for providing conversation assistance include receiving from at least one user device of a user, conversation information and determining that the conversation information is associated with a conversation involving the user and a first person that is associated with first conversation assistance information in a non-transitory memory. Body measurement data of the user is retrieved from the at least first user device. A need for conversation assistance in the conversation involving the user and the first person is detected using the body measurement data. First conversation assistance information associated with the first person is retrieved from the non-transitory memory. The first conversation assistance information associated with the first person is provided through the at least one user device.

Methods and systems are provided for providing an insights page that is displayed at a user interface of a computing device in response to a call. The caller who is making a call and/or the callee that is receiving the call can be identified along with one or more relevant organizations. A customer relationship management (CRM) application can then be launched at the computing device, and relevant records that are relevant to the call can be automatically determined at a server system. The relevant records can include records that are determined to be relevant to the call from any organization that a user has access privileges to. The insights page displayed at the user interface of the computing device includes user interface elements for accessing the relevant records. Each user interface element is selectable to open a relevant record that has been determined to be relevant to the call.

A method of managing personal security allows a portable computing device to provide a user with a variety of automated security detection and responses. The portable computing device uses integrated hardware to assess an emergency situation from spoken distress cues, audible danger cues, medical distress cues, physical trauma cues, and manually-inputted cues. The portable computing device also provides the user with a variety of responses to the emergency situation, which include a contacting-help response, a supplemental-help response, a communal-help response, an immediate alarm response, a delayed alarm response, an informing response, an increasing-visibility response, and a decreasing-visibility response.

A method for enhancing dialog systems is disclosed herein. The method comprises maintaining an online marketplace that may include a plurality of dialog system extension elements. Each of the plurality of dialog system extension elements may include at least one of a dialog system plugin, a dialog system add-on, a dialog system update, and a dialog system upgrade. The method may further include receiving a selection of one of the plurality of dialog system extension elements from a software developer. The software developer may be associated with a dialog system. The method may continue with associating the one of the plurality of dialog system extension elements with the dialog system of the software developer.

A method for enhancing dialog systems is disclosed herein. The method comprises maintaining an online marketplace that may include a plurality of dialog system extension elements. Each of the plurality of dialog system extension elements may include at least one of a dialog system plugin, a dialog system add-on, a dialog system update, and a dialog system upgrade. The method may further include receiving a selection of one of the plurality of dialog system extension elements from a software developer. The software developer may be associated with a dialog system. The method may continue with associating the one of the plurality of dialog system extension elements with the dialog system of the software developer.

Implementations are directed to enabling a representative associated with an entity to quickly and efficiently modify a voice bot associated with the entity. The voice bot can be previously trained to communicate with user(s) on behalf of the entity through various communication channels (e.g., a telephone communication channel, a software application communication channel, a messaging communication channel, etc.). Processor(s) of a computing device can receive, from the representative, representative input to modify behavior(s) and/or parameter(s) that the voice bot utilizes in communicating with the plurality of users via the communication channels, determine whether the representative is authorized to cause the behavior(s) and/or parameter(s) to be modified, and cause the behavior(s) and/or parameter(s) to be modified in response to determining that the representative is authorized. Notably, the representative input can be received through the same communication channels that the user(s) utilize to communicate with the voice bot.

Novel tools and techniques are provided for implementing call center-based automated interface between call center agents and network orchestration systems, in some cases, via application programming interfaces (APIs). In various embodiments, an automated services platform may collect, from data sources, data associated with services provided by a service provider. The collected data may be autonomously analyzed to identify any issues with provisioning a service(s) to a customer. If so, one or more automation actions may be autonomously identified to address the determined issue(s). The automated services platform may autonomously send instructions to automation bots to perform the identified one or more automation actions, and may generate and present a UI on a user terminal operated by a user, the UI displaying information regarding at least one of the at least one issue, the affected service(s), the identified one or more automation actions, or the automation bots, and/or the like.