Integration of VoIP phone services with Intelligent Cloud Voice Recognition for emergency services overcomes limitations of conventional residential telephone technology to inexpensively provide more useful and advanced residential telephone services. For example, in an embodiment, a communication method may comprise establishing a communications session between either a user device and a telephone system or between a user device and voice recognition system, if the communications session is between a user device and a telephone system, extending the communications session to include a voice recognition system, if the communications session is between a user device and a voice recognition system, extending the communications session to include a telephone system, providing voice or speech information to the voice recognition system from the user device, and performing at least one function with the voice recognition system based on the provided voice or speech information.

Integration of VoIP phone services with Intelligent Cloud Voice Recognition for emergency services overcomes limitations of conventional residential telephone technology to inexpensively provide more useful and advanced residential telephone services. For example, in an embodiment, a communication method may comprise establishing a communications session between either a user device and a telephone system or between a user device and voice recognition system, if the communications session is between a user device and a telephone system, extending the communications session to include a voice recognition system, if the communications session is between a user device and a voice recognition system, extending the communications session to include a telephone system, providing voice or speech information to the voice recognition system from the user device, and performing at least one function with the voice recognition system based on the provided voice or speech information.

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.

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.

A method and system is provided for assisting a user to assign a label to words or spans of text in a transcript of a conversation between a patient and a medical professional and form groupings of such labelled words or spans of text in the transcript. The transcript is displayed on an interface of a workstation. A tool is provided for highlighting spans of text in the transcript consisting of one or more words. Another tool is provided for assigning a label to the highlighted spans of text. This tool includes a feature enabling searching through a set of predefined labels available for assignment to the highlighted span of text. The predefined labels encode medical entities and attributes of the medical entities. The interface further includes a tool for creating groupings of related highlighted spans of texts. The tools can consist of mouse action or key strokes or a combination thereof.

A method and system is provided for assisting a user to assign a label to words or spans of text in a transcript of a conversation between a patient and a medical professional and form groupings of such labelled words or spans of text in the transcript. The transcript is displayed on an interface of a workstation. A tool is provided for highlighting spans of text in the transcript consisting of one or more words. Another tool is provided for assigning a label to the highlighted spans of text. This tool includes a feature enabling searching through a set of predefined labels available for assignment to the highlighted span of text. The predefined labels encode medical entities and attributes of the medical entities. The interface further includes a tool for creating groupings of related highlighted spans of texts. The tools can consist of mouse action or key strokes or a combination thereof.

A method and system is provided for assisting a user to assign a label to words or spans of text in a transcript of a conversation between a patient and a medical professional and form groupings of such labelled words or spans of text in the transcript. The transcript is displayed on an interface of a workstation. A tool is provided for highlighting spans of text in the transcript consisting of one or more words. Another tool is provided for assigning a label to the highlighted spans of text. This tool includes a feature enabling searching through a set of predefined labels available for assignment to the highlighted span of text. The predefined labels encode medical entities and attributes of the medical entities. The interface further includes a tool for creating groupings of related highlighted spans of texts. The tools can consist of mouse action or keystrokes or a combination thereof.

A method and system is provided for assisting a user to assign a label to words or spans of text in a transcript of a conversation between a patient and a medical professional and form groupings of such labelled words or spans of text in the transcript. The transcript is displayed on an interface of a workstation. A tool is provided for highlighting spans of text in the transcript consisting of one or more words. Another tool is provided for assigning a label to the highlighted spans of text. This tool includes a feature enabling searching through a set of predefined labels available for assignment to the highlighted span of text. The predefined labels encode medical entities and attributes of the medical entities. The interface further includes a tool for creating groupings of related highlighted spans of texts. The tools can consist of mouse action or keystrokes or a combination thereof.

A conversation augmentation system can automatically augment a conversation with content items based on natural language from the conversation. The conversation augmentation system can select content items to add to the conversation based on determined user “intents” generated using machine learning models. The conversation augmentation system can generate intents for natural language from various sources, such as video chats, audio conversations, textual conversations, virtual reality environments, etc. The conversation augmentation system can identify constraints for mapping the intents to content items or context signals for selecting appropriate content items. In various implementations, the conversation augmentation system can add selected content items to a storyline the conversation describes or can augment a platform in which an unstructured conversation is occurring.

A conversation augmentation system can automatically augment a conversation with content items based on natural language from the conversation. The conversation augmentation system can select content items to add to the conversation based on determined user “intents” generated using machine learning models. The conversation augmentation system can generate intents for natural language from various sources, such as video chats, audio conversations, textual conversations, virtual reality environments, etc. The conversation augmentation system can identify constraints for mapping the intents to content items or context signals for selecting appropriate content items. In various implementations, the conversation augmentation system can add selected content items to a storyline the conversation describes or can augment a platform in which an unstructured conversation is occurring.