A method for text capture with matter association is provided. The method includes, responsive to a user entering one or more telephone numbers of one or more mobile text-enabled devices of other users to engage in a message exchange therebetween, receiving an additional phone number for message capture that uses a Short Message Service (SMS) Application Programming Interface (API) synchronized with a remote message capture device. The method further includes receiving a matter number dynamically specified for the message exchange. The method also includes capturing, by the remote message capture device using the SMS API, message content and metadata for messages of the message exchange. The method additionally includes storing the message content and the metadata associated with the matter number in a searchable remote message repository.

A virtual assistant system for communicating with customers uses human intelligence to correct any errors in the system AI, while collecting data for machine learning and future improvements for more automation. The system may use a modular design, with separate components for carrying out different system functions and sub-functions, and with frameworks for selecting the component best able to respond to a given customer conversation. The system may have agent assistance functionality that uses natural language processing to identity concepts in a user conversation and to illustrate that concepts within a graphical user interface of a human agent so that the human agent can more accurately and more rapidly assist the user in accomplishing the user's conversational objectives.

Systems and methods provide a resident of a controlled-environment facility with a visitation service that include messaging capabilities, where the message are managed on behalf of the resident based on the visitation sessions in which the resident participates. In one scenario, the resident issues an initial visitation request for a visitation session with a particular non-resident. In response to the non-resident not accepting this initial visitation request, the resident is allowed to record and store a message, such as a voice message or video message, for retrieval and playback by the non-resident. At a later time, the resident issues a second visitation request for a visitation session with the same non-resident. The non-resident accepts the second request and the requested visitation session between the non-resident and the resident is conducted. In response to the visitation session being conducted, the stored message may be marked for deletion.

The present disclosure describes various methods, computer-readable media, and apparatuses for supporting automation of customer service. The automation of customer service may be based on support for automation of conversations between customers and customer service agents. The automation of customer service based on support for automation of conversations between customers and customer service agents may be based on use of images provided by the customers to control the conversations between customers and customer service agents. The support for automation of conversations between customers and customer service agents based on use of images provided by the customers may include processing the images to obtain information for the conversations between the customers and the customer service agents and controlling the conversations between the customers and the customer service agents based on the information for the conversations between the customers and the customer service agents.

Example techniques involve systems with multiple acoustic echo cancellers. An example implementation captures first audio within an acoustic environment and detecting, within the captured first audio content, a wake-word. In response to the wake-word and before playing an acknowledgement tone, the implementation activates (a) a first sound canceller when one or more speakers are playing back audio content or (b) a second sound canceller when the one or more speakers are idle. In response to the wake-word and after activating either (a) the first sound canceller or (b) the second sound canceller, the implementation outputs the acknowledgement tone via the one or more speakers. The implementation captures second audio within the acoustic environment and cancelling the acoustic echo of the acknowledgement tone from the captured second audio using the activated sound canceller.

Example techniques involve systems with multiple acoustic echo cancellers. An example implementation captures first audio within an acoustic environment and detecting, within the captured first audio content, a wake-word. In response to the wake-word and before playing an acknowledgement tone, the implementation activates (a) a first sound canceller when one or more speakers are playing back audio content or (b) a second sound canceller when the one or more speakers are idle. In response to the wake-word and after activating either (a) the first sound canceller or (b) the second sound canceller, the implementation outputs the acknowledgement tone via the one or more speakers. The implementation captures second audio within the acoustic environment and cancelling the acoustic echo of the acknowledgement tone from the captured second audio using the activated sound canceller.

A method, computer system, and a computer program product for customer representative ratings is provided. The present invention may include receiving a chat transcript with one or more tagged triplets and one or more multi-dimensional success vectors. The present invention may include aggregating the one or more multi-dimensional success vectors. The present invention may include receiving at least one business priority. The present invention may include applying at least one filter to the one or more multi-dimensional success vectors. The present invention may include normalizing the one or more multi-dimensional success vectors based on the at least one applied filter. The present invention may include obtaining a rating.

The present disclosure describes various methods, computer-readable media, and apparatuses for supporting automation of customer service. The automation of customer service may be based on support for automation of conversations between customers and customer service agents. The automation of customer service based on support for automation of conversations between customers and customer service agents may be based on use of images provided by the customers to control the conversations between customers and customer service agents. The support for automation of conversations between customers and customer service agents based on use of images provided by the customers may include processing the images to obtain information for the conversations between the customers and the customer service agents and controlling the conversations between the customers and the customer service agents based on the information for the conversations between the customers and the customer service agents.

[Problem] Provided is a relaying device that can track and record a communicated voice of a specific communication terminal using a mixing function of the relaying device.

[Solution] When a communication terminal has made a call, a communication session in which the communication terminal that has made a call and a communication terminal that has been called are participating terminals is established. When a voice signal is transmitted from one participating terminal of the established communication session, this voice signal is transmitted to the other participating terminal(s) of the same communication session along with session information. A virtual device is associated with a communication terminal, and is registered in a communication session in which the communication terminal participates as a participating terminal together with the communication terminal. A communication monitoring unit records a voice signal transmitted to the virtual device from the communication session.

[Problem] Provided is a relaying device that can track and record a communicated voice of a specific communication terminal using a mixing function of the relaying device.

[Solution] When a communication terminal has made a call, a communication session in which the communication terminal that has made a call and a communication terminal that has been called are participating terminals is established. When a voice signal is transmitted from one participating terminal of the established communication session, this voice signal is transmitted to the other participating terminal(s) of the same communication session along with session information. A virtual device is associated with a communication terminal, and is registered in a communication session in which the communication terminal participates as a participating terminal together with the communication terminal. A communication monitoring unit records a voice signal transmitted to the virtual device from the communication session.