Systems and processes for integrating a digital assistant with telephony are provided. For example, an incoming call may be received, from a caller, at an electronic device. A communication session may be established between the caller and the digital assistant of the electronic device. In accordance with a determination that the identification of the caller is unknown, determination is made whether the caller corresponds to an automated calling system. In accordance with a determination that the identification of the caller is known, a response is provided by the digital assistant to the caller. An output including information corresponding to the communication is provided at the electronic device.

Described herein is a system and method for capturing data associated with actions attempted by an automated agent. The system described herein captures data associated with the actions attempted by an automated agent during the messaging session between an automated agent and the user and present a summary of the actions in a messaging platform. In an embodiment, the automated agent uploads data associated with actions attempted during the messaging session to a server. The server captures the data associated with the actions and generates a description of each action that was attempted. The server generates a summary including the description of each action. The summary of the actions are rendered in the messaging platform.

Methods, systems, and apparatus are provided for operating a contact center operation control assistant system. An oral request from a user is captured using a virtual assistant executing on a smart device. An intent of the oral request is identified using a natural language understanding (NLU) platform. A request to a contact center platform is generated by invoking an application programming interface (API) based on the identified intent. An API response is received from the contact center platform in response to the API request. The API response is packaged into a sentence and provided to the user of the smart device using the virtual assistant.

Systems, methods, and devices for computer-generating responses and sending responses to communications when the recipient of the communication is unavailable are disclosed. An individual may send a message (either audio or text) to a recipient. The recipient may be unavailable to contemporaneously respond to the message (e.g., the recipient may be performing an action that makes is difficult or impractical for the recipient to contemporaneously respond to the audio message). When the recipient is unavailable, a response to the message is generated and sent without receiving an instruction from the recipient to do so. The response may be sent to the message originating individual, and content of the response may thereafter be sent to the recipient to receive feedback regarding the correctness of the response. Alternatively, the response content may first be sent to the recipient to receive the feedback, and thereafter the response may be sent to the message originating individual.

Systems, methods, and devices for computer-generating responses and sending responses to communications when the recipient of the communication is unavailable are disclosed. An individual may send a message (either audio or text) to a recipient. The recipient may be unavailable to contemporaneously respond to the message (e.g., the recipient may be performing an action that makes is difficult or impractical for the recipient to contemporaneously respond to the audio message). When the recipient is unavailable, a response to the message is generated and sent without receiving an instruction from the recipient to do so. The response may be sent to the message originating individual, and content of the response may thereafter be sent to the recipient to receive feedback regarding the correctness of the response. Alternatively, the response content may first be sent to the recipient to receive the feedback, and thereafter the response may be sent to the message originating individual.

The disclosure provides a method, system, and a software program product for assisting a user and/or managing tasks of the user, by a mobile secretary cloud application configured to operate in a mobile client device and cloud server network. The mobile secretary cloud application reads data from another software application and operates at least one of another application and a third application based on the read data. Further, Artificial intelligence is utilized by the mobile secretary cloud application for operating another application and the third application.

The disclosure provides a method, system, and a software program product for assisting a user and/or managing tasks of the user, by a mobile secretary cloud application configured to operate in a mobile client device and cloud server network. The mobile secretary cloud application reads data from another software application and operates at least one of another application and a third application based on the read data. Further, Artificial intelligence is utilized by the mobile secretary cloud application for operating another application and the third application.

A system described herein may provide a technique for a multi-modal interaction experience with a User Equipment (“UE”) via multiple concurrent presentation modes. Such multiple modes may include a voice call with an interactive voice response (“IVR”) system, as well as the simultaneous presentation of information and/or selectable options at a UE associated engaged in the voice call with the IVR system. The information may be presented via a graphical user interface at the UE that is engaged in the call with the IVR system. In this manner, the UE may provide a multi-modal experience to a user, in which the user can simultaneously interact with the IVR system via the call, and can also receive or provide further interactions related to call via the GUI.

Contact centers often simultaneously utilize two or more entities for making routing decisions to match a caller with an agent. The entities utilize discrete methodologies, such as algorithmic versus artificial intelligence (AI) based decision making. Algorithmic decision-making components provide robustness and ensuring the very best match, of all possible matches, is made. AI-based decision making provides a decision based on learning/training and is often faster. The decisions reached are expected to be identical. However, the management and data reporting from two very different systems can produce errors and increase overhead. Accordingly, a management component is provided to harmonize the inputs and outputs of these disparate systems to comport to a single standard.

Contact centers often simultaneously utilize two or more entities for making routing decisions to match a caller with an agent. The entities utilize discrete methodologies, such as algorithmic versus artificial intelligence (AI) based decision making. Algorithmic decision-making components provide robustness and ensuring the very best match, of all possible matches, is made. AI-based decision making provides a decision based on learning/training and is often faster. The decisions reached are expected to be identical. However, the management and data reporting from two very different systems can produce errors and increase overhead. Accordingly, a management component is provided to harmonize the inputs and outputs of these disparate systems to comport to a single standard.