Methods, systems, and apparatus for an automated calling system are disclosed. Some implementations are directed to using a bot to initiate telephone calls and conduct telephone conversations with a user. The bot may be interrupted while providing synthesized speech during the telephone call. The interruption can be classified into one of multiple disparate interruption types, and the bot can react to the interruption based on the interruption type. Some implementations are directed to determining that a first user is placed on hold by a second user during a telephone conversation, and maintaining the telephone call in an active state in response to determining the first user hung up the telephone call. The first user can be notified when the second user rejoins the call, and a bot associated with the first user can notify the first user that the second user has rejoined the telephone call.

An agent control device configured to execute a plurality of agents and including a processor, the processor being configured to store an interruptibility list that stipulates interruptibility of execution for each function of one given agent being executed or for an execution status of the one given agent; request execution of each of the agents at a prescribed trigger, or request execution of another given agent at a specific trigger, reference the interruptibility list in order to set permissibility information relating to executability of the other given agent in conjunction with execution of the one given agent; and perform management such that, in a case in which there is a request at the specific trigger for execution of the other given agent while the one given agent is executing, the other given agent is executed based on the request.

In one embodiment, a device obtains audio data from one or more past conferences. A prediction model that predicts when participants of a conference will speak is generated based on the audio data from the one or more past conferences. The device uses the prediction model to predict a speech distribution for participants of a particular conference. Then, the device proactively optimizes audio parameters of the particular conference based on its predicted speech distribution.

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.

A transcript of a conference (e.g., a video conference, an audio conference, or a telephone call with two or more participants) is processed to extract a conference summary. Scores are determined for strings of the transcript that are used to select strings for inclusion in the conference summary. Determining the scores includes determining respective sentence vectors for strings. A sentence vector has elements corresponding to words in the transcript that are proportional to occurrences of the word in the string and inversely proportional to occurrences of the word in the transcript. A short video conference summary or a short audio conference summary is then generated using timestamps from the transcript associated with strings (e.g., sentences) that have been selected for inclusion in the conference summary. The short video or audio summary may be presented to users to enable efficient storage and transmission of conference information within a unified communications system.

The distribution of incoming queries to a customer interaction center agent group is parallel processed amongst agents of that group to improve queue wait times. A threshold number of queries that may be processed by agent devices associated with the agent group at a given time are defined based on a number of agents of the agent group that are available at the given time. In response to determining that the number of queries is satisfies the threshold number of queries based on the number of agents that are available at a current time, a number of queries awaiting processing are distributed to one or more agent devices of the agent group. The threshold number of queries may be based on half of the number of agents that are available at the given time.

A method for rendering media content is provided. One example method includes: receiving call signaling of the call service from a call session control device; obtaining call context information of the user equipment; and enabling, based on the call context information, the user equipment to render media content.

Aspects of the subject disclosure may include, for example, receiving first imaging data corresponding to first images of a first plurality of first users, each of the first users being located at a first location; obtaining first hierarchical rank data, the first hierarchical rank data being indicative of a first hierarchical ranking of each of the first users relative to each other of the first users; generating, based at least in part upon the first imaging data and the first hierarchical rank data, second imaging data, and sending the second imaging data to a second location, the second location being separate from the first location, the second imaging data enabling a first holographic projector at the second location to present first holograms, the first holograms comprising one or more first emphasized images representing a first particular one of the first users who is ranked highest by the first hierarchical rank data, and the first holograms further comprising one or more first un-emphasized images representing one or more first other users of the first users who are not ranked highest by the first hierarchical rank data. Other embodiments are disclosed.

The distribution of incoming queries to a customer interaction center agent group is parallel processed amongst agents of that group to improve queue wait times. A threshold number of queries that may be processed by agent devices associated with the agent group at a given time are defined based on a number of agents of the agent group that are available at the given time. In response to determining that the number of queries is satisfies the threshold number of queries based on the number of agents that are available at a current time, a number of queries awaiting processing are distributed to one or more agent devices of the agent group. The threshold number of queries may be based on half of the number of agents that are available at the given time.

A method is provided for managing a plurality of media flows to be reproduced by a calling device prior to the finalization of the establishment of a communication. The method is implemented by the calling device prior to the finalization of the communication. The method includes sending a request for the creation of the communication to at least one called device. For each media stream of the plurality of media streams, a first degree of priority associated with the media stream is searched for in a message received in response to the request for creation of the communication. A media stream to be played is selected from the plurality of media streams, according to second degrees of priority associated with the media streams of the plurality of media streams, the second degrees of priority obtained according to the result of the search.