Methods, computer program products, and systems are presented. The methods, computer program products, and systems can include, for instance: determining, in performance of an interactive voice response (IVR) session, prompting data for presenting to a user, and storing text based data defining the prompting data into a data repository; presenting the prompting data to the user; receiving return voice string data from the user in response to the prompting data; generating a plurality of candidate text strings associated to the return voice string of the user; examining the text based data defining the prompting data; augmenting the plurality of candidate text strings in dependence on a result of the examining to provide a plurality of augmented candidate text strings associated to the return voice string data; and evaluating respective ones of the plurality of augmented candidate text strings associated to the return voice string data; and selecting one of the augmented candidate text strings as a returned transcription associated to the return voice string data.

The disclosed embodiments illustrate method and system for establishing a communication channel between computing devices in a customer care environment. The method includes receiving a first input from a customer-computing device associated with the customer. The received first input is compared with one or more pre-stored datasets. Based on the comparison, a plurality of options corresponding to each of a plurality of levels of one or more workflows is rendered on a user interface displayed on a display screen of the customer-computing device. A second input is received for one of the rendered plurality of options. The second input is representative of at least a preference of the customer for a service associated with a workflow. Based on at least the received second input, a communication channel is established between the customer-computing device and an agent-computing device associated with the customer care agent.

A speech recognition server has a speech recognition engine, and a mode control table to hold a speech recognition mode for each call. The speech recognition engine has a mode management unit to designate a speech recognition mode for a decoder, and an output analysis unit to analyze recognition result data speech-to-text converted by speech recognition. The output analysis unit designates the speech recognition mode for the mode management unit in accordance with result of analysis of the recognition result data speech-to-text converted by the speech recognition. The mode management unit designates the speech recognition mode for the decoder in accordance with the designation with the output analysis unit. Upon speech recognition of call data, it is possible to suppress hardware resource consumption while improve users' satisfaction.

Integration of VoIP phone services with Intelligent Cloud Voice Recognition for emergency services overcomes limitations of conventional residential telephone technology to inexpensively provide more useful and advanced residential telephone services. For example, in an embodiment, a communication method may comprise establishing a communications session between either a user device and a telephone system or between a user device and voice recognition system, if the communications session is between a user device and a telephone system, extending the communications session to include a voice recognition system, if the communications session is between a user device and a voice recognition system, extending the communications session to include a telephone system, providing voice or speech information to the voice recognition system from the user device, and performing at least one function with the voice recognition system based on the provided voice or speech information.

A method comprising obtaining a phone number of a mobile device used by a user making an emergency call. The emergency call is conducted with a recipient through a first connection. The method also comprises transmitting a uniform resource locator (URL) to the mobile device through an electronic message. The electronic message is transmitted through a second connection using the phone number. The second connection is different from the first connection. The electronic message allows the user to click on the URL to access a web browser on the mobile device, instead of a full application on the mobile device, to establish a WebRTC (Web Real-Time Communication) session to transmit a real-time video stream from the mobile device. The URL is associated with the phone number of the mobile device. The method additionally comprises receiving the real-time video stream from the mobile device through the WebRTC session. The method further comprises sending the real-time video stream to the recipient for display on a screen of the recipient. The real-time video stream is associated with a unique identifier for the mobile. Other embodiments are described.

Methods, systems, and apparatus for an automated calling system are disclosed. Some implementations are directed to using a bot to initiate telephone calls and conduct telephone conversations with a user. The bot may be interrupted while providing synthesized speech during the telephone call. The interruption can be classified into one of multiple disparate interruption types, and the bot can react to the interruption based on the interruption type. Some implementations are directed to determining that a first user is placed on hold by a second user during a telephone conversation, and maintaining the telephone call in an active state in response to determining the first user hung up the telephone call. The first user can be notified when the second user rejoins the call, and a bot associated with the first user can notify the first user that the second user has rejoined the telephone call.

A contextual lead generation in an automated communication link establishment and management system may store information related to sales calls. The system may identify strengths and weaknesses of a sales representative. The system may provide training content to the sales representative in real time base on the identified strengths and weaknesses.

Systems and methods of design, delivery, and analysis of customer feedback surveys include receiving interaction content. Interaction content is analyzed to identify at least one issue arising in the interaction content. A survey of a plurality of questions is automatedly created based upon the identified at least one issue. A delivery channel for the survey is determined. The survey is delivered through the determined delivery channel. A survey response with survey results data is received.

Systems and methods of design, delivery, and analysis of customer feedback surveys include receiving interaction content. Interaction content is analyzed to identify at least one issue arising in the interaction content. A survey of a plurality of questions is automatedly created based upon the identified at least one issue. A delivery channel for the survey is determined. The survey is delivered through the determined delivery channel. A survey response with survey results data is received.

Associating callers of a contact center with their social media identity may provide mutual benefits to the caller and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a caller initially calls a contact center, they are prompted, and possibly incentivized, to check into a virtual venue. The caller may then be known, via an associated social media identity, to the contact center. The virtual venue may then receive access to comments and other posts, such as endorsements, provided by connects to the social media identity and process the call in accordance with the sentiment or utilize the social media network for post-call follow-up.