A method for authenticating a user of a service on a communication terminal is performed by the communication terminal. The method includes transmitting to a server a request to access the server, the request comprising an identifier associated with the communication terminal and an identifier associated with a required service in the server, receiving, from an authentication device, an authentication request asking the user to pronounce at least one word, and communicating the at least one word pronounced by the user to the device. When the at least one pronounced word corresponds to a voiceprint of the user stored beforehand in association with the identifier of said communication terminal, the terminal then accesses the service or receives from the device an additional user authentication request.

The techniques herein are directed generally to methods and apparatus for automatically classifying interactions with contact center, identifying contacts as being initiated by one of a normal user, a malicious actor, an inexperienced user, or a new type of a user, and invoking mitigation actions such as forwarding the caller to a dedicated agent group based on the identification.

A computerized method of managing a robotic telemarketing call includes calling, by an automated robotic telemarketing system, a customer selected from a customer list. The method includes parsing, by a real-time speech recognition module of the automated robotic telemarketing system, a customer statement received from the customer. The method includes determining, by a language intention determining module, a customer purchase intention according to the parsed customer statement. The method includes selecting a sales pitch response corresponding to the determined customer purchase intention. The method includes providing an audio signal including the selected sales pitch response to the customer.

A system comprises a service platform comprising an applications server. The applications server is configured to receive an inbound communication, route the inbound communication to a speech-enabled intelligent script, the speech-enabled intelligent script comprising one or more of predetermined prompts and dynamically-generated prompts, and determine a source of the inbound communication and a destination of the inbound communication. The applications server is configured to determine that at least one prior inbound communication directed to the destination has been received from the source of the inbound communication. The applications server is configured to receive, in response to at least one predetermined prompt or dynamically-generated prompt, a request for direct contact information associated with the destination of the inbound communication. The applications server is configured to send, to the source of the inbound communication, a message comprising the direct contact information for the destination of the inbound communication.

Disclosed is a precision queuing (PQ) system that automatically and dynamically revises the values of precision queue step rules (PQSRs) with customizable thresholds based on current contact center conditions such as varying hours of operation and number of agents available.

Implementations are directed to using an assistant to initiate automated telephone calls with entities. Some implementations identify an item of interest, identify a group of entities associated with the item, and initiate the calls with the entities. During a given call with a given entity, the assistant can request a status update regarding the item, and determine a temporal delay before initiating another call with the given entity to request a further status update regarding the item based on information received responsive to the request. Other implementations receive a request to perform an action on behalf of a user, identify a group of entities that can perform the action, and initiate a given call with a given entity. During the given call, the assistant can initiate an additional call with an additional entity, and generate notification(s), for the user, based on result(s) of the given call and/or the additional call.

Systems and methods of solving inquiries in an automated manner are disclosed. In some embodiments, a method, includes converting auditory data into textual data, wherein the auditory data is of a voice with speech related to an inquiry. Additionally, a target automated resolution is selected for the inquiry from a plurality of automated resolutions based on the textual data and a resolution data structure of a plurality of resolution data structures. Each of the resolution data structures relates to an automated resolution of the plurality of automated resolutions.

A device, system and method for selecting calls for forwarding to a communication device is provided. An automated call-answering device answers a plurality of calls associated with an incident. The device assigns, to the plurality of calls, questions associated with the incident, each of the questions assigned to at least two of the plurality of calls. The device asks the questions on the plurality of calls, as assigned. The device receives answers to the questions. The device selects a call to be forwarded to a communication device operated by a human user, the call selected from a group of the plurality of calls where one or more consistent answers were received in response to a given question, the call further selected based on voice attributes of callers in the group of the plurality of calls. The device forwards, to the communication device, the call as selected.

When a caller initiates a conversation with an interactive voice response (“IVR”) system, the caller may be transferred to a live agent. Apparatus and methods are provided for integrating automated tools and artificial intelligence (“AI”) into the interaction with the IVR system. The automated tools and AI may track the conversation to decipher when to transfer the caller to the agent. The agent may determine which machine generated responses are appropriate for the caller. AI may be leveraged to suggest responses for both caller and agent while they are interacting with each other. The agent may transfer back the caller to the IVR system along with the appropriate machine generated response to maintain efficiency and shorten time of human agent interaction.

A method of obtaining and automatically providing secure authentication information includes registering a client device over a data line, storing information and a changeable value for authentication in subsequent telephone-only transactions. In the subsequent transactions, a telephone call placed from the client device to an interactive voice response server is intercepted and modified to include dialing of a delay and at least a passcode, the passcode being based on the unique information and the changeable value, where the changeable value is updated for every call session. The interactive voice response server forwards the passcode and a client device identifier to an authentication function, which compares the received passcode to plural passcodes generated based on information and iterations of a value stored in correspondence with the client device identifier. Authentication is confirmed when a generated passcode matches the passcode from the client device.