A secure payment agent assist (“SPAA”) feature provides assistance to a contact center agent during a transaction involving sensitive information, where the sensitive information provided by the remote party is maintained in secure manner, so that the agent is not exposed to it. The agent is assisted by being provided with a pop-up window that allows the agent to invoke a “recollect” and “cancel” function during the transaction. The pop-up window also provides information to the agent making the agent aware of the progress of the transaction as the remote party interacts with an interactive voice response (“IVR”) unit. In other embodiments, a configuration parameter allows the prompts for the payment information to be provided by the agent or the IVR.

A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

A computer implemented language interpretation/translation platform is provided. The computer implemented language interpretation/translation platform comprises a processor that receives a request from a mobile computing device for a voice-based language interpretation/translation session. Further, the processor determines a potential language interpreter/translator to perform language interpretation/translation based upon the request. In addition, the processor sends a non-voice augmented feature that is associated with the potential language interpreter/translator to the mobile computing device so that the mobile computing device renders the non-voice augmented feature on a display device of the mobile computing device. The processor also receives an indication from the mobile computing device that the potential language interpreter/translator is accepted by a user associated with the mobile computing device. Further, the processor establishes the voice-based language interpretation/translation session between the mobile device and a communication device associated with the potential language interpreter/translator.

A system and method having a first software module of a server recorded on a computer-readable medium programmed to receive a request for information from a user. The user sends a text message to a short code, where the information depends on a generic assigned identification associated with real estate information, automobile information, and/or personal property information. The server communicated with a third party server to obtain the real estate information, automobile information, and/or personal property information requested by the user. The server sends the real estate information, automobile information, and/or personal property information to a mobile phone of the user through a mobile phone network.

The methods, apparatus, and systems described herein assist a user with a request. The methods in part retrieve or determine a personality type of the user from three or more personality types based on one or more user communications, determine a set of outputs based on the user communication, rank outputs based on the user's personality, engage with an external service to perform an action based on the communication, and determine a distress level or engagement level of the user, or both, based on the ranked and selected output and the modality of delivery, and weight the ranked and selected outputs for one or more future interactions with the user.

The methods, apparatus, and systems described herein assist a user with a request. The methods in part retrieve or determine a personality type of the user from three or more personality types based on one or more user communications, determine a set of outputs based on the user communication, rank outputs based on the user's personality, engage with an external service to perform an action based on the communication, and determine a distress level or engagement level of the user, or both, based on the ranked and selected output and the modality of delivery, and weight the ranked and selected outputs for one or more future interactions with the user.

A system is disclosed that assists contact center agents with servicing customer enquiries. A wireless caller with an enquiry calls a contact center and is prompted to leave a voice message and accept a text callback as a response. The voice message is processed by a speech analytics system that extracts certain keywords in the voice message and develops a transcript as well. Upon selecting an available agent to provide the response, the keywords and transcript are presented to the agent along with a draft text response, formulated by the system using the identified keywords. Additional resources may be provided as necessary to the agent, who can also review the original audio recording. Upon reviewing and potentially editing the text response, the agent causes the text to be sent to the wireless caller, which may be sent as an SMS text, or in some other form.

A system is disclosed that assists contact center agents with servicing customer enquiries. A wireless caller with an enquiry calls a contact center and is prompted to leave a voice message and accept a text callback as a response. The voice message is processed by a speech analytics system that extracts certain keywords in the voice message and develops a transcript as well. Upon selecting an available agent to provide the response, the keywords and transcript are presented to the agent along with a draft text response, formulated by the system using the identified keywords. Additional resources may be provided as necessary to the agent, who can also review the original audio recording. Upon reviewing and potentially editing the text response, the agent causes the text to be sent to the wireless caller, which may be sent as an SMS text, or in some other form.

In a communication arrangement in accordance with the invention, a server is employed to collect and organize information for mobile device users according to the user profiles, e.g., personal profile, business profile, vacation profile, etc., which reflect different user personae. By using this arrangement, the user advantageously maintains only the necessary information in the mobile device and downloads any additional information from the server on an as needed basis. In addition, the server is capable of serving mobile devices which may be incompatible to one another, thereby facilitating an exchange of information between such devices. Moreover, with the server, incoming messages for the user are organized and stored according to the source of the messages and the user criteria established in the user profiles. Further, information in a mobile device may be organized using electronic information cards, referred to as “E-cards,” which facilitate, among others, transfer of information from the mobile device to the server, or other mobile devices to conduct various commercial and data transactions.

In a communication arrangement in accordance with the invention, a server is employed to collect and organize information for mobile device users according to the user profiles, e.g., personal profile, business profile, vacation profile, etc., which reflect different user personae. By using this arrangement, the user advantageously maintains only the necessary information in the mobile device and downloads any additional information from the server on an as needed basis. In addition, the server is capable of serving mobile devices which may be incompatible to one another, thereby facilitating an exchange of information between such devices. Moreover, with the server, incoming messages for the user are organized and stored according to the source of the messages and the user criteria established in the user profiles. Further, information in a mobile device may be organized using electronic information cards, referred to as “E-cards,” which facilitate, among others, transfer of information from the mobile device to the server, or other mobile devices to conduct various commercial and data transactions.