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.

Methods and system for the automated delivery of digital information are disclosed, included a system comprising at least one computer processor and one or more non-transitory memory storing a set of instructions, that when executed by the at least one processor cause the at least one processor to receive a telephone call from a telephonic device identified with a phone number and associated with a caller; determine the phone number associated with the telephonic device without input from the caller; receive an indicator, the indicator being a request for digital information to be transmitted to the telephonic device; and transmit digital information to the telephonic device based on the determined phone number.

A method, apparatus and computer program including: obtaining a spatial audio signal from a plurality of microphones; dividing the obtained spatial audio signal into at least a first component and a second component; applying a first audio signal optimizing system to the first component and applying a second audio signal optimizing system to the second component; and enabling a signal including the optimized components to be provided to a speaker for rendering.

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 and method for assisting with interactions between agents and customers using an artificially intelligent assistant is disclosed. The artificially intelligent assistant monitors interactions between agents and customers and identifies assistive actions to be taken that increase efficiency of the interaction as well as customer satisfaction. The artificially intelligent agent can also identify new communication modes appropriate for assistive actions, allowing agents to seamlessly communicate with customers over a wide range of different communication modes, such as phone calls, texts, emails and other messaging applications.

According to one aspect, a system and method of exchanging GRUUs (Globally Routed User Agent URI (Uniform Resource Identifier)) between a first telephony-enabled device and a second telephony enabled device using a circuit-switched message is provided. Once exchanged, the telephony enabled devices can exchange SIP (session initiated protocol) communications routed by the GRUUs. Any one of the telephony-enabled devices can add a media component to the SIP communications. According to another aspect, a system and method of generating GRUUs is provided. According to another aspect, a system and method of handing off communications to a packet switched network, from a circuit switched network is provided.

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 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.

According to one aspect, a system and method of exchanging GRUUs (Globally Routed User Agent URI (Uniform Resource Identifier)) between a first telephony-enabled device and a second telephony enabled device using a circuit-switched message is provided. Once exchanged, the telephony enabled devices can exchange SIP (session initiated protocol) communications routed by the GRUUs. Any one of the telephony-enabled devices can add a media component to the SIP communications. According to another aspect, a system and method of generating GRUUs is provided. According to another aspect, a system and method of handing off communications to a packet switched network from a circuit switched network is provided.

A virtual assistant application, system, and service that interacts with a caller over a telephone, cellular, or VoIP network as the called party's representative when the called party is unavailable, providing answers to queries and performing commands that were provisioned by the called party. The application includes a telephony interface, speech recognition and synthesis, a dialog manager, and knowledge domain. The application can also be configured to interact with a sender of SMS, MMS, or IM messages.