A system and a method for routing a message to an application over a connection oriented session in a Kafka messaging platform environment are provided. The method includes: acquiring a plurality of partitions from the Kafka messaging platform; designating a first partition from among the plurality of partitions as a sticky partition; generating a plurality of routing keys that are configured to route to the sticky partition; receiving a subscription from a service that corresponds to a first application; transmitting, to the first application, a first routing key that identifies the subscription from among the plurality of routing keys; and receiving messages from Kafka services that are routed by the first routing key to the first application. For any particular application or set of applications, a plurality of connection oriented sessions may be used to achieve load balancing and high availability.

A system establishes an agent communication with a customer. An agent computer with a first processor and a first memory receives a batch notification identifying a batch of one or more customer records in the agent computer, for communication in the near future. The one or more customer records is associated with one or more customers. A second computer with a second processor and a second memory provides the batch notification identifying the batch of one or more customer records in the agent computer. The system determines a next step action by taking into account touch specific outcome correlation data, marketing outcome correlation data, and/or correlation between touch specific outcome correlation data and overall outcome data.

A heuristic engine includes capabilities to collect an unstructured data set and detect instances of transaction fraud in a financial account. By providing a heuristic algorithm with unstructured transaction sets and indications of particular instances of transactions that correlate with past fraudulent activity allows prevention of future occurrences of fraud. Such heuristic algorithms may learn from past indications of fraudulent activity and improve accuracy of detection of future fraud detections.

A system and methods for mobile device active callback prioritization, utilizing an enhanced callback prioritization engine operating on a user's mobile device for integration through the operating system and software applications operating on the device, wherein the enhanced callback prioritization engine receives intercepted data or voice messages sent to the mobile device, retrieves and aggregates data related to the assigned messages, inputs the assigned data message and aggregate data into one or more machine learning algorithms wherein the algorithms may analyze the input data, the results of the analysis may be used to compute a priority score for the assigned data message, and generates a callback list from the computed prioritization score. The priority score is in part based on 3rd party application data related to the data or voice messages providing context to the machine learning algorithms.

Embodiments of the present invention provide systems and methods for automatically controlling an electronic illumination device to indicate information pertaining to workstations or agents of a customer contact center. Some embodiments are useful in the context of employee management because the illumination devices are used to indicate information about tasks that employees are engaged in, the performance of the employees, and the status of the employees. A computer system coupled to the illumination device executes control software configured to send control signals over a communication interface, such as USB or Bluetooth. The data sent to the electronic illumination device can cause the illumination device to turn off or on, change color, blink, strobe, etc., for producing desired lighting effects representative of a status or event associated with an employee or workstation.

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.

Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.

Calls for large call queues are handled by a system that assigns agents of a call queue to one of a first group or a second group. A size of the first group or the second group is based on a number of agents in the call queue that are online. The system batch rings each agent of the first group when an incoming call is received. If the incoming call is unanswered by the first group, the system batch rings each agent of the second group.

Novel tools and techniques are provided for implementing call center-based automated interface with voice switches for voice service diagnostics and provisioning. In various embodiments, in response to receiving a request by a call center user to access a voice service customer account, a computing system may access information regarding the voice service customer account that is stored in a database, may identify a switch that is configured to control voice service to a customer premises associated with the customer, based at least in part on the accessed information, and may autonomously access, from other databases, information associated with the voice service customer account. The computing system may integrate the accessed information, may generate and present a user interface (“UI”) displaying the accessed information, and may generate and present one or more options within the UI for the call center user to select to change features of the voice service.

Novel tools and techniques are provided for implementing call center-based automated interface with network switches for Internet service diagnostics and provisioning. In various embodiments, in response to receiving a request by a call center user to access an Internet service customer account, a computing system may access information regarding the Internet service customer account that is stored in a database, may identify a network switch that is configured to provide Internet service to customer premises equipment (“CPE”) disposed at a customer premises associated with the customer, based at least in part on the accessed information, and may autonomously access, from other databases, information associated with the Internet service customer account and with a network profile. The computing system may integrate the accessed information, may generate and present a user interface (“UI”) displaying the accessed information, and may autonomously initiate one or more diagnosis and repair procedures.