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.

In various embodiments, a mentor application automatically obtains assistance with software applications. The mentor application generates a computer-generated help request associated with a first user of a software application. Based on the computer-generated help request and a set of user contexts associated with a set of users, the mentor application computes match scores. Each match score predicts how suitable a particular user is for servicing the computer-generated help request. Based on the match scores, the mentor application transmits at least one help request notification to at least one user included in the set of users to determine a second user to service the computer-generated help request. The mentor application then establishes a computer connection between the first user and the second user through which an interactive help session between the first user and the second user is held.

Systems and methods for searching communications may include receiving a selection from a user of at least one of an acoustic characteristic, a language characteristic, or a category, accessing a database comprising a plurality of communications, the plurality of communications labeled with acoustic characteristics, language characteristics, and categories, restricting the plurality of communications to a subset of the plurality of communications including the user's selection of the at least one acoustic characteristic, language characteristic, or category, generating at least one of a word cloud or a tree for presenting a plurality of topics identified in the subset of the plurality of communications, and receiving a selection of one of the plurality of topics, the receiving causing a display of a further subset of the subset of the plurality of communications, the further subset having the selected topic.

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 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 Voice over Internet Protocol (VoIP) system is configured for direct communications between remote computing devices in a peer-to-peer configuration. Voice data from the communication is marked such that the voice data from the different endpoints can be combined into a unified audio stream. An authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier.

In some embodiments, the present invention is directed to database driven computer systems providing real-time updatable graphical user interfaces to track real-time value of media airings, including: a specifically programmed server; a database accessible by the server, where the server includes a plurality of modules configured to perform: electronically and periodically obtaining media data, web tracking transaction data, call center transaction data, and fulfillment transaction data; associating, in real time, media data records of airings of creatives to fulfillment transaction records by matching records among database tables having media data, web tracking transaction data, call center transaction data, and fulfillment transaction data; continuously calculating, in real-time, a current value of a particular airing of a particular creative; and displaying a graphical user interface, including real-time updated look-up items, outputting one or more real-time report based at least on the continuously calculating the current value of the particular airing.

A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.

Embodiments disclosed herein provide systems, methods, and computer readable media for identifying information pertinent to an emergent event through social media postings. In a particular embodiment, a method provides, in an emergency contact center, receiving a communication initiated by an individual in response to an emergent event and identifying the individual. The method further provides identifying social media data of the individual created prior to receiving the communication and extracting first data pertinent to the emergent event from the social media data.

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.