A system may include a processor that may execute computer-executable instructions that cause the processor to receive caller information regarding an incoming communication from a caller and receive a request from a user to route the incoming communication to a virtual assistant application. The virtual assistant application is configured to interact with the caller and determine whether the caller is associated a fraudulent caller activity stored on databases accessible by the processor. The processor may then receive an indication from the virtual assistant application that the caller is associated with the fraudulent caller activity and forward the incoming communication to another party in response to receiving the indication.

In various embodiments, a device receives profile data regarding users or devices of an on-premise telephony system. The device identifies, based on the profile data, group features associated with the users or devices of the on-premise telephony system. The device forms a candidate set of users or devices of the on-premise telephony system for migration to a cloud-hosted call agent, based on them sharing at least one of the group features. The device provides data indicative of the candidate set of users or devices to a user interface for display.

A system and method for providing customer-support services to a user of a website through a web widget. When the user accesses a web page containing the web widget, a call is automatically made from the web widget to a customer-support system. In response to the call, the system obtains status information from the customer-support system indicating whether customer-support agents are available to take telephone phone calls. If the status information indicates customer-support agents are available to take telephone calls, the web widget provides a call-related interface to the user, wherein the call-related interface is configured to facilitate a telephone call with a customer-support agent. If the status information indicates customer-support agents are not available to take telephone calls, the web widget provides a non-call-related interface to the user, wherein the non-call-related interface is configured to facilitate an alternative channel of customer support that does not involve a telephone call.

A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.

A call management system of a call center identifies an inbound caller based upon computer analysis of customer identifiers, which may include at least two of customer name, street address, and zip code. Approximate string matching analysis matches n-grams generated from strings within customer identifiers, with n-grams generated from customer identification fields while searching one or more databases. Approximate string matching can incorporate a closeness metric based on Jaccard distance, and a Gaussian mixture model of best matches. In one embodiment, a polymr search engine analyzes customer identifiers of inbound callers to retrieve customer data, such as customer demographic data, matched to the customer identifiers. In another embodiment, the polymr search engine analyzes customer identifiers of inbound callers to identify repeat callers and retrieve previously collected customer data. Retrieved customer data is used in predictive modeling and scoring value of the inbound call, and in routing the scored inbound call.

Methods, systems, and apparatus, including computer programs encoded on computer storage media, for automating actions based on ranked work events. A sequence of events are tracked which occur in software services accessed by a user, tracking events from each case handled by the user. Focus events are determined which identify which case is being worked on by the user at points in time. The determination is made using information extracted from user interactions with at least one service, where each focus event has a focus event duration. Each focus event is assigned to a particular case. A total period of time spent by the user on the particular case is determined. Work actions of the users are ranked. The ranking includes receiving an indication of reviewer intent for ranking the work actions, generating a set of work actions, and prioritizing the set of work actions.

A company may implement automated workflows for convenience of users or to reduce support costs. For example, allowing a user to change an address using an automated workflow may be faster or less expensive than with a human agent. In some instances, a first communications session may be started between a first user and a second user. During the first communications session, one or more communications may be processed to select an intent of the first user and a value of an information item communicated by the first user. An automated workflow may be selected to continue assisting the first user, and the first user may be transferred to a second communications session with the automated workflow. The automated workflow may be initialized with the value of the information item that was provided during the first communications session so that the first user does not need to repeat information.

A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.

A call connection method, a storage medium and a terminal are provided. The method includes: receiving a call request input by a customer service connection access displayed on an order detail interface, and acquiring order information of the order detail interface; and connecting to a customer service device corresponding to the customer service connection access based on the call request, and displaying the order information on a call conversation interface. If a customer service agent is required to provide help, a user can have a conversation with the customer service agent by inputting the call request, for a customer service call made on the order detail interface, related order information can be synchronously displayed on a call conversation interface, thereby to facilitate the user in quickly reading the order information and providing same for the customer service agent, and reducing the operation process of switching back and forth between interfaces.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for an automated calling system are disclosed. In one aspect, a method includes the actions of receiving audio data of an utterance spoken by a user who is having a telephone conversation with a bot. The actions further include determining a context of the telephone conversation. The actions further include determining a user intent of a first previous portion of the telephone conversation spoken by the user and a bot intent of a second previous portion of the telephone conversation outputted by a speech synthesizer of the bot. The actions further include, based on the audio data of the utterance, the context of the telephone conversation, the user intent, and the bot intent, generating synthesized speech of a reply by the bot to the utterance. The actions further include, providing, for output, the synthesized speech.