Parameters of clusters of a context-encoded model are updated, per frequency estimation of an aspect of calls to contacts with respect to unique combinations of contextual data of calls matching the respective clusters. The clusters are weighted according to relevance of the unique combinations of contextual data to current contextual information. First probabilities of calling individual contacts are determined according to the current contextual information and one or more inferences between calls determined from the clusters as weighted. Second probabilities of calling each of the plurality of contacts are determined according to a set of rules defining prioritizations for contacts based on external factors. Third probabilities of calling each of the plurality of contacts are determined according to calling patterns of other of the plurality of contacts. The first, second, and third sets of weights are combined to determine final predictions for predicted probabilities to call each of the contacts.

A system and method for analysis of interactions with a customer service center, comprising receiving a plurality of customer service interactions, receiving a word cloud computed for the plurality of customer service interactions, consolidating similar or synonymous words into word sets, constructing a weighted graph of the word sets, generating a query for the interaction topic based on a corresponding subset of word sets, selecting at least one representative interaction from the retrieved customer service interactions, and displaying at least a portion of the representative interaction for the selected identified topic.

Systems and methods for telephone call regulation include the use of a predictive model. An example method includes receiving, by a predictive model, a telephone number from a user application comprising instructions for execution on a user device and determining, by the predictive model, a spam factor for the received telephone number. The example method further includes determining, by the predictive model, a classification of the received telephone number based on the spam factor and transmitting, by the predictive model, the classification of the received telephone number to the user application. The example method further includes receiving, by the predictive model, a feedback from the user application, the feedback indicative of a corrective classification of the received telephone number and modifying, by the predictive model, the spam factor for the received telephone number based on the corrective classification.

A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry from a user device at a customer call center server and identifying and authorizing the user from the received inquiry. The method may also provide retrieving a user profile from memory that includes history information based on previous interactions between the user device and the customer call center server and calculating a prediction as to a purpose for the inquiry. The prediction may be based on user profile history, social networking profile information, recent transactions, etc. The method may also provide transmitting a response to the inquiry based on the calculated prediction.

Methods, systems, and storage media for identifying a sequence of events and participants for record objects are disclosed. Exemplary implementations may: access record objects of a system of record; identify a subset of record objects associated with a group entity and having a first record object status; identify one or more electronic activities linked to the record objects; determine an event-participant pattern based on the electronic activities linked to the record object; identify electronic activities linked with a second record object; determine that a first event is performed by the a participant type and a second event is not yet performed by a second participant type; generate a content item identifying an action to trigger a performance of the second event; and transmit the content item to a device of a participant of at least one electronic activity linked with the second record object.

Technologies are disclosed for determining a best time to contact a party over a plurality of contact periods of time to achieve at least one of a desired outcome and a desired result. In various embodiments, the party has multiple contact types that can be utilized to contact the party. Accordingly, an optimal contact type for the party for each contact period is selected that identifies the contact type with a probability having the highest likelihood of achieving at least one of the desired outcome and the desired result by utilizing the contact type to contact the party during the contact period. A best time to contact the party is then identified as one of the contact periods based on the optimal contact types selected for the party for each contact period and associated probabilities.

An example method of operation may include one or more of identifying an inbound call intended for a mobile device subscribed to a protected carrier network, determining the inbound call is assigned an origination telephone number that is subscribed to the protected carrier network, determining whether an inbound call origination source location indicates the protected carrier network or an out-of-network carrier network based on one or more call parameters received with the inbound call, and determining whether to transmit an indication to the mobile device that the inbound call has an elevated likelihood of being a scam call based on the inbound call origination source location.

Methods and systems are described herein for manipulating a communication acceptance screen, manipulating an interactive communication acceptance icon, and restricting access to accounts based on voice communication parameters. In particular, when a communication is detected from one device to another device, that communication may be risky. Thus, the risk is mitigated by giving a user information about the source of the communication to give a user a chance to reject the communication. In addition, in instances where the user accepts the communication, the system enables monitoring the communication and restricting any accounts that are disclosed within the communication.

A method and corresponding apparatus for automatically detecting and preventing fraudulent calls on a communication network. At least one example embodiment may include collecting CDRs on the communication network for a given time period, aggregating the plurality of call features for each of the collected call detail records by destination number, and utilizing machine learning to generate a decision model for determining if a destination number and/or a call to that destination number may be fraudulent. According to another aspect of the example embodiment, the decision model may be implemented on the communication network to detect and prevent fraudulent calls.

The present disclosure relates generally to facilitating routing of communications. One example includes a communication server determining capacities associated with a terminal devices based on workloads for agents associated with the terminal devices. Historical acceptance data is accessed for past interaction invitations to user devices associated with one or more criteria. Current data is then used to determine available interactions and to facilitate interactions using interaction invitations based on the historical data and the current number of available interactions.