Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

A system and method for automated customer response system mapping and duplication to provide for a common Interactive Voice Response (“IVR”) system import language or structure, comprising a contact center crawler which connects with an existing automated contact center system, may navigate and map that system by recording and selecting each available option or by interfacing with the code that makes up the IVR itself to generate a model, records the response to each selected option, and feeds the options and responses to a tree creator; a CX model generator which organizes the options and responses into a data map such as a tree or more graph-like or map-like structure, where logical conditions or operations such as loops and recursion may be present; and a coding engine that generates programmatic code representing the data model that is imported into another IVR platform for execution.

Embodiments of the present invention include a dynamic script engine for tele-agents including a statistics engine configured to receive, during a sales call, real-time industry trend data from one or more remote industry resources; create a current industry score in dependence upon the industry trend data and current products available to a customer on an active call; and transmit the current industry score to a script generator; and a script generator configured to receive the current industry score from the statistics engine and dynamically reorder in real-time and in dependence upon the industry score one or more sentences of a dynamic script to be read by a sales agent to the customer during the sales call.

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.

Among other things, a developer of an interaction application for an enterprise can create items of content to be provided to an assistant platform for use in responses to requests of end-users. The developer can deploy the interaction application using defined items of content and an available general interaction model including intents and sample utterances having slots. The developer can deploy the interaction application without requiring the developer to formulate any of the intents, sample utterances, or slots of the general interaction model.

A method for interpreting messages, user-defined alert conditions, voice commands and performing an action in response is described. A method for annotating media content is described. A method for presenting additional content associated with media content identified based on a fingerprint is described. A method for identifying that an advertisement portion of media content is being played based on a fingerprint derived from the media content is described. A method of one media device recording particular media content automatically in response to another media device recording the particular media content is described. A method of concurrently playing media content on multiple devices is described. A method of publishing information associated with recording of media content is described. A method of deriving fingerprints by media devices that meet an idleness criteria is described. A method of loading, modifying, and displaying a high definition frame from a frame buffer is described. A method of recording or playing media content identified based on fingerprints is described.

A method and system are disclosed herein for accepting multimodal inputs and deriving synchronized and processed information. A reusable multimodal application is provided on the mobile device. A user transmits a multimodal command to the multimodal platform via the mobile network. The one or more modes of communication that are inputted are transmitted to the multimodal platform(s) via the mobile network(s) and thereafter synchronized and processed at the multimodal platform. The synchronized and processed information is transmitted to the multimodal application. If required, the user verifies and appropriately modifies the synchronized and processed information. The verified and modified information are transferred from the multimodal application to the visual application. The final result(s) are derived by inputting the verified and modified results into the visual application.

A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

A system and method having a first software module of a server recorded on a computer-readable medium programmed to receive a request for information from a user. The user sends a text message to a short code, where the information depends on a generic assigned identification associated with real estate information, automobile information, and/or personal property information. The server communicated with a third party server to obtain the real estate information, automobile information, and/or personal property information requested by the user. The server sends the real estate information, automobile information, and/or personal property information to a mobile phone of the user through a mobile phone network.

A method for phoneme identification. The method includes receiving an audio signal from a speaker, performing initial processing comprising filtering the audio signal to remove audio features, the initial processing resulting in a modified audio signal, transmitting the modified audio signal to a phoneme identification method and a phoneme replacement method to further process the modified audio signal, and transmitting the modified audio signal to a speaker. Also, a system for identifying and processing audio signals. The system includes at least one speaker, at least one microphone, and at least one processor, wherein the processor processes audio signals received using a method for phoneme replacement.