Systems and methods disclosed herein securely provide confidential information associated with a user during an active voice call conducted using the user's mobile device. The confidential information may be provided by generating the information in spoken form and inserting the spoken information into an audio stream of the voice call. For example, a customer may be on a phone call with a customer agent. The customer agent may ask the customer for a credit card number in order to process a financial transaction. The customer may select the credit card number via an application executing on the customer's mobile phone. The application may cause the credit card number to be spoken out loud during the voice call. A voice sample of the spoken credit card number in inserted into the audio stream of the voice call and is therefore, audible to the customer and the customer agent without being overheard by a third party.

In some implementations, one or more computers receive audio data indicating an utterance of a first participant during a call with a second participant. The one or more computers obtain text of the utterance of the first participant. The one or more computers identify an information card associated with the utterance based on the text of the utterance of the first participant. The one or more computers provide information card data causing the identified information card to be provided, for presentation during the call, by a device associated with the second participant.

Computer program products, methods, systems, apparatus, and computing entities are provided for call control. Upon receipt of a voice call initiated by a mobile device, one or more call control rules associated with the phone number through which the voice call was received is determined, and responsive to identifying the one or more call control rules, an alternative communication session is initiated with the mobile device by transmitting a message to the mobile device including a hyperlink to initiate the alternative communication session. The voice call is then suspended and then later terminated upon determining that a user of the mobile device selects the hyperlink to initiate the alternative communication session.

Systems and methods disclosed herein securely provide confidential information associated with a user during an active voice call conducted using the user's mobile device. The confidential information may be provided by generating the information in spoken form and inserting the spoken information into an audio stream of the voice call. For example, a customer may be on a phone call with a customer agent. The customer agent may ask the customer for a credit card number in order to process a financial transaction. The customer may select the credit card number via an application executing on the customer's mobile phone. The application may cause the credit card number to be spoken out loud during the voice call. A voice sample of the spoken credit card number in inserted into the audio stream of the voice call and is therefore, audible to the customer and the customer agent without being overheard by a third party.

Implementations of the present specification provide a telecommunication traffic allocation method and apparatus, and an electronic device. The method includes: determining a customer service agent that meets a response need of a traffic request, including: in response to that the traffic request is an audio interaction request or a video interaction request and that a customer service agent is currently processing an audio interaction or a video interaction, determining that the customer service agent does not meet the response need of the traffic request; in response to that the customer service agent is currently processing neither an audio interaction nor a video interaction, and that a processing volume corresponding to a text interaction being processed by the customer service agent does not exceed a first processing volume upper limit, determining that the customer service agent meets the response need of the traffic request; and allocating telecommunication traffic corresponding to the traffic request to a customer service agent that meets the response need. In the method according to an implementation of the present specification, the unified allocation of audio interactions, video interactions, and text interactions can be implemented, thereby improving the efficiency of customer service traffic processing, reducing the amount of customer service human resources occupied by a remote customer service, and reducing operating costs of the remote customer service.

This application provides a call prompt method, a call device, a readable storage medium, and a chip system. The method includes: enabling a call prompt mode; identifying a first audio feature of call audio received by the call device; determining a call state based on the first audio feature; and performing call prompting based on a call prompting manner corresponding to the call state.

Automated dialing of an entity from a curated list of entities responsive to user selections of dial pad entries, the curated list of entities formed from phrases formed from the dial pad entries. The curated list of entities is based on at least one of user call activity, search engine activity responsive to the phrases, a set of Sender Controlled Media participants, a set of categories of contacts, and entity offerings.

Conditionally connecting a smart phone to an incoming call based on user interaction with an incentive offer associated with the call that is presented in an incoming call display on a lockscreen of the smart phone. A dialer controlling the incoming call display accesses the incentive offer through a visual portion of a Sender Controlled Media data structure. The dialer can adjust the incentive offer based on user interaction with the incoming call display.

A business application that includes a workflow for handling a call is adapted to perform a call service selected from a library of Sender Controlled Media business application services by configuring at least one service from the library for operation with the business application and utilizing the adapted business application to handle calls per the workflow.

A call handling function executed in response to activation of a link in encoded metadata of an incoming call adjusts presentation of visual content of the incoming call on a lockscreen of a smart phone based on information in the metadata that is descriptive of the incoming call. The incoming call metadata is decoded prior to connecting the incoming call to a dialer function of the smart phone.