A method and apparatus for providing assistance to customers seeking assistance from agents of an enterprise is disclosed. The method includes receiving a signal indicating the caller's wish to speak with a live agent associated with the enterprise to seek the assistance from the live agent. In response to a receipt of the signal, it is determined whether at least one live agent from among a plurality of live agents associated with the enterprise is available for a voice interaction with the caller. Subsequent to determining that no live agent from among the plurality of live agents is currently available for the voice interaction with the caller, the caller is diverted to an asynchronous messaging channel. A textual messaging-based interaction is facilitated between a messaging agent and the caller on the asynchronous messaging channel to provide the assistance to the caller.

The present invention addresses the problem of providing a technique for assisting the realization of more efficient business activities, while taking account of objective indicators. In a server 1 which supports a user U having a telephone call with a call destination C, an acquiring unit 101 acquires information recorded during the call between the user U and the call destination C, as call information. An extracting unit 102 detects utterance segments VS1 to VSn in which speech is present, from the acquired call information, and extracts speech information VI1 to VIm from each utterance segment VS1 to VSn. An analyzing unit 103 performs analysis based on elements E1 to Ep, on the basis of the extracted speech information VI1 to VIm. A generating unit 104 generates business support information for supporting the call with the user U, on the basis of the results of the analysis. A presenting unit 105 presents the generated business support information to the user U. The abovementioned problem is thus resolved.

Systems and methods of on hold handling of calls are provided. A call may be received, from a caller, at a public safety access point. An Artificial Intelligence (AI) bot may monitor a context associated with the call. The call may be placed on hold. The AI bot may determine, based on the context associated with the call, that the call should be taken off hold.

The present invention addresses the problem of providing a technique for assisting the realization of more efficient business activities, while taking account of objective indicators. In a server 1 which supports a user U having a telephone call with a call destination C, an acquiring unit 101 acquires information recorded during the call between the user U and the call destination C, as call information. An extracting unit 102 detects utterance segments VS1 to VSn in which speech is present, from the acquired call information, and extracts speech information VI1 to VIm from each utterance segment VS1 to VSn. An analyzing unit 103 performs analysis based on elements E1 to Ep, on the basis of the extracted speech information VI1 to VIm. A generating unit 104 generates business support information for supporting the call with the user U, on the basis of the results of the analysis. A presenting unit 105 presents the generated business support information to the user U. The abovementioned problem is thus resolved.

Implementations are directed to using an assistant to initiate automated telephone calls with entities. Some implementations identify an item of interest, identify a group of entities associated with the item, and initiate the calls with the entities. During a given call with a given entity, the assistant can request a status update regarding the item, and determine a temporal delay before initiating another call with the given entity to request a further status update regarding the item based on information received responsive to the request. Other implementations receive a request to perform an action on behalf of a user, identify a group of entities that can perform the action, and initiate a given call with a given entity. During the given call, the assistant can initiate an additional call with an additional entity, and generate notification(s), for the user, based on result(s) of the given call and/or the additional call.

According to one example, the present disclosure involves a system including a data-communications server which uses client-specific sets of data that respectively indicate, for each of a plurality of remotely-situated disparate client entities, data services including data-communications call routing services and parked-call services to be provided on behalf of the client entity from among the client entities. The server is to access the client-specific sets of data (e.g., as may be stored in database of a memory circuit), and, in response, the server receives incoming calls involving user endpoint devices associated with respective ones of the client entities. These actions may be followed by the server providing the data services for the incoming calls in a manner consistent with the client-specific sets of data, and conveying for one of the incoming calls, one of multiple call-related context indications to one of the user endpoint devices. This context indication may inform the user on how the incoming call is to be processed for a change to or from a parked call status.

Systems and methods of on hold handling of calls are provided. A call may be received, from a caller, at a public safety access point. An Artificial Intelligence (AI) bot may monitor a context associated with the call. The call may be placed on hold. The AI bot may determine, based on the context associated with the call, that the call should be taken off hold.

Systems and methods of on hold handling of calls are provided. A call may be received, from a caller, at a public safety access point. An Artificial Intelligence (AI) bot may monitor a context associated with the call. The call may be placed on hold. The AI bot may determine, based on the context associated with the call, that the call should be taken off hold.

A system and method for determining a priority of a call in an on-hold queue is presented. Determining a priority of a call is based on information received by an enterprise from a call from a vehicle with an integrated communication device where the call is placed into an on-hold queue to be answered based on its priority. Data from the vehicle with the integrated communication device includes at least a type of call, an account information associated with the vehicle, a vehicle data, and a location of the vehicle. The enterprise determines the priority of the call in the on-hold queue based on the data received from the vehicle with the integrated communication device.

Implementations are directed to using an assistant to initiate automated telephone calls with entities. Some implementations identify an item of interest, identify a group of entities associated with the item, and initiate the calls with the entities. During a given call with a given entity, the assistant can request a status update regarding the item, and determine a temporal delay before initiating another call with the given entity to request a further status update regarding the item based on information received responsive to the request. Other implementations receive a request to perform an action on behalf of a user, identify a group of entities that can perform the action, and initiate a given call with a given entity. During the given call, the assistant can initiate an additional call with an additional entity, and generate notification(s), for the user, based on result(s) of the given call and/or the additional call.