An information processing method performed by a server includes receiving a request to initiate communication over an instant messaging system based on a connected voice call of a terminal, the request including a telephone number of the terminal, determining whether a particular user identifier of a user of the terminal is stored in a memory of the server based on the telephone number, the memory of the server storing one or more user identifiers in association with one or more telephone numbers, the one or more user identifiers being associated with the instant messaging system, and sending a message to the terminal based on the particular user identifier in response to determining the particular user identifier is stored in the memory.

A system and methods are provided for passing control of a customer-support conversation among integrations responsible for responding to a customer during the customer-support conversation. The system receives a message from a source integration, which is presently responsible for responding to the customer during the customer-support conversation, wherein the message includes a pass-control command that passes control of the customer-support conversation to a target integration. In response to the pass-control command, the system passes control of the customer-support conversation from the source integration to the target integration, so that the target integration becomes responsible for responding to the customer.

Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Delivering a transcribed voice message includes detecting receipt of a voice message for delivery to a user, the voice message related to an incoming call for the user; determining a current presence of the user on at least one of a plurality of messaging channels in real time during receipt of the voice message; transcribing the voice message to text in real time; and delivering, in real time, the transcribed voice message to the at least one messaging channel on which the current presence of the user is determined. Delivering the transcribed voice message can also include receiving from the user initial identification of different user accounts, along with authorizations and permissions.

Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.

Disclosed here is a method to determine a user intent when a user device initiates an interactive voice response (IVR) call with a wireless telecommunication network. A processor can detect the IVR call initiated with the network and determine whether the user device is a member of the network. Upon determining that the user device is a member of the network, the processor can obtain user history including interaction history between the user and the network. Based on the user history, the processor can predict the user intent when the user initiates the IVR call. The processor can detect whether user device is a 5G capable device. Upon the determining that the device is 5G capable and based on the predicted user intent, the processor can suggest to the user an application configured to execute on the user device and configured to address the predicted user intent.

Various embodiments of the present disclosure performing conversation sentiment monitoring for a conversation data object. In various embodiments, a text block that can be resized is identified within a conversation data object and successive regularized sentiment profile generation iterations are performed until a regularized sentiment score of the block exceeds a regularized sentiment score threshold. A current regularized sentiment profile generation iteration involves determining a regularized sentiment score for the block based on an initial sentiment score, a subjectivity probability value, and, optionally, a stage-wise penalty factor. A determination is then made as to whether the score exceeds the threshold. If so, then a regularized sentiment profile of the conversation data object is updated based on the regularized sentiment score. If not, then the text block is resized and a subsequent regularized sentiment profile generation iteration is performed based on the resized block.

Agents, whether human agents or automated agents, may be provided with content to deliver to a customer during a communication. The content may have an emotional content, as well as a factual content, that may be appropriate or inappropriate for a particular communication with a customer. Agents may be prompted to provide the content and the emotional content but whether they do or not is not always certain. By determining a difference between actual emotional content and an expected emotional content and executing steps to correct such differences, communications that comprise emotional content outside of nominal range may be corrected, within the communication and/or in subsequent communications. Additionally, long-term trends for one or a plurality of agents may be identified and managed as appropriate.

A method for providing an alternate communication pathway for emergency data to an emergency service provider (ESP) is disclosed. In some embodiments, one or more processors of said emergency assistance system (EAS) implement the method for using social media content to detect and facilitate emergency communications.

Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.