The present invention relates to a text messaging application which allows for highly stylized and personalized messages to be sent between users of the application. When installed on a user device, the application becomes the default application for receiving text messages. Incoming text messages are processed by the text application, and text messages of a standard format are sent to a standard text messaging application, which is then initiated to display standardized text. When messages are received from a communications device having the inventive application installed, the stylized font and image data are displayed as intended on any phone having the inventive application installed using a GUI driven menu, the menu providing a text box within which the text message is displayed, as well as commands for manipulating fonts and other image data.

A system for transitioning a telephony or in-person servicing to an artificial intelligence (AI) chat session is disclosed. The system may receive a phone call from a user device associated with a user, and transmit a voice request for personally identifiable information associated with the user. The system may also receive and authenticate the requested personally identifiable information and, in response, generate an authentication token. The system may further receive a servicing intent from the user device, and generate a corresponding servicing intent token. Also, the system may generate an API call to an AI chatbot model, transmit the authentication token and the servicing intent token to the AI chatbot model, and map the servicing intent token to a stored servicing intent. Finally, the system may transmit a message to the user device via the AI chat session.

A network device (e.g., a user's mobile phone) may be used to make a telephone call to a landline telephone associated with a client device (e.g., a business's device). If the telephone call is terminated, either the network device or the client device may generate a text message to the other and establish a communication session. The client device may present a variety of options to the network device of service requests that may be completed by text message. The network device may transmit the service request and the service request may be fulfilled by the client.

A method, apparatus and system for achieving visual programming of interaction workflows for customer contact centers which eliminates the need for skilled computer telephony interaction programmers to program the screen pops and workflows that are presented to live-agent customer service representatives in a contact center. Further, the disclosed method and apparatus enables integration of contact information from omni-channel systems, as well as customer relationship management (CRM) data, data collected from interactive voice response (IVR) systems, and data pulled from third-party databases, into the screen pops and workflows in a way that is agnostic as to the type or protocol of the PBX switch, the IVR system and the CRM system utilized by a particular call center, by facilitating a level of abstraction and data flow between and among these components.

A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (GUI) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session indicator, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions. Agent session data accessed by the communications handler allows selection of agents authorized and available to handle the incoming communication session.

A communications system is configured to facilitate communication via a plurality of communication types and comprises at least one queue monitor. The system is configured to determine a number of users on hold in a queue for each of the communication types, to compare the determined number of users on hold to a configurable threshold value for each communication type and, when the number of users on hold in a queue for a first communication type exceeds a threshold value for the first communication type, to send a notification to one or more of the users on hold in that queue, the notification comprising an option to switch to an alternative communication type.

A communication management system manages the exchange of messages between devices using different communication networks and/or protocols. A sender device may transmit a message (e.g., a short message service SMS message) to a destination associated with a traditional landline phone number. The message may be delivered over a traditional landline phone network. The communication management system can receive the message via the phone network, process the message, and provide the message to one or more electronic devices over a packet switched network, such as a local area network or the Internet. The electronic devices may use chat-based application software to process and display the message, provide robust message handline functionality, and facilitate responses to the message.

A system for transitioning a telephony or in-person servicing to an artificial intelligence (AI) chat session is disclosed. The system may receive a phone call from a user device associated with a user, and transmit a voice request for personally identifiable information associated with the user. The system may also receive and authenticate the requested personally identifiable information and, in response, generate an authentication token. The system may further receive a servicing intent from the user device, and generate a corresponding servicing intent token. Also, the system may generate an API call to an AI chatbot model, transmit the authentication token and the servicing intent token to the AI chatbot model, and map the servicing intent token to a stored servicing intent. Finally, the system may transmit a message to the user device via the AI chat session.

Apparatuses and methods concerning routing of calls in an IPBX server are disclosed. A first processing circuit is communicatively coupled to an IPBX server that routes VoIP calls for a plurality of end-users having respective VoIP-enabled devices and generates call event messages for the routed calls. The first processing circuit generates call summary metrics from the call event messages. A second processing circuit evaluates the call summary metrics to identify a set of incoming calls to the IPBX that were missed and have not been returned by the end-users. The second processing circuit cross-correlates the identified set of incoming calls with a secondary data source to determine a respective priorities for the set of incoming calls. The second processing circuit stores data indicating calls of the identified set have a higher priority.

Included are an outgoing call detection unit configured to detect an outgoing call from a first communication terminal to a second communication terminal, a connection control unit configured to cause the outgoing call detected by the outgoing call detection unit to arrive at the second communication terminal, a call duration measurement unit configured to measure a time from when a phone call is started, which is a duration of the phone call, between the first communication terminal and the second communication terminal, and a notification unit configured to transmit, when the duration measured by the call duration measurement unit exceeds a predetermined duration before the phone call ends, a predetermined notification to a third communication terminal.