Methods and apparatuses are described for automated routing of voice calls using time-based predictive clickstream data. A server captures clickstream data comprising uniform resource locators (URLs) and one or more timestamps of a web session. The server converts the clickstream data into tokens and generates a frequency matrix based upon the tokens. The server generates a feature vector based upon the frequency matrix. The server receives an incoming voice call from a remote device and identifies that the remote device is associated with a user of the client computing device. The server determines intent for the incoming voice call based upon the feature vector, and routes the incoming voice call to a destination device based upon the determined intent.

A system for collecting and indexing data by associating a unique identifier (generated by and provided from an external computer system) with a data file. The data file is acquired from a user operated computer system. The system comprising a series of computers provided in signal communication with one another via a network. The data file could include data collected by a form provided by a website hosted by a web server. Additional data collected from other sources (stored as a record), such as a computer system operated by an agent, would be associated with the collected data file by an inquiry management company. The collected data and associated records are forwarded to a computer system that tracks online users/visitors. The process can marry computer collected data (other than the data file) about website activity with activities independent of the website.

Various systems and associated methods for tracking activities related to an event, such as audio communications, chats, text messages, completion of forms, and other user interactions. The process generates at least one identifier, distributes the identifier(s) to at least one system, and uses the identifier(s) to associate interactions with network-based content across different entities, whereby at least one interaction can be anonymous. The method involves receiving a request sent to a database stored on a computer readable medium in response to online activity and any collected or known user information, creating a record thereof in response to the request, generating an identifier associated therewith, generating a code corresponding thereto, and using the identifier to associate activities related to an event and user information. The association happens through remote communication with a system that interacts with the event.

Methods and systems for facilitating communication sessions between multiple communication points. The method includes receiving a communication request from a first user device associated with a first user, through a first communication point. The first communication point may be enabled with a context-to-call (C2C) feature. The method further includes determining a first communication mode selected by the first user device through the first communication point. The method includes identifying a second communication mode selected by a second user device associated with a second user. The method further includes processing the communication request based, at least in part, on a matching between the first communication mode and the second communication mode. The method further includes transmitting the communication request from the first user device to the second user device. The method includes initiating a communication session based on the processing step.

Apparatuses and methods concerning providing a data-communications virtual assistant are disclosed. As an example, one apparatus includes a data-communications server. The data-communications server is configured to process user-data-communications between a client station and another station participating in data-communications via the data-communications services where the client station is associated with one client entity. The server is also configured to identify a context for each respective user-data-communication between the client station and the participating station, where the context data corresponds to at least one communications-specific characteristic associated with the user-data-communications, and to retrieve structured and unstructured data relating to previous data-communications provided by the data-communications server. The server is also configured to provide the integrated contact center to particular end users based on the identified context, and including data generated from the retrieved structured and unstructured data.

Computer program products, methods, systems, apparatus, and computing entities are provided for providing targeted content to a user. In one embodiment, a method is provided comprising: determining whether a phone number for a digital call involving a mobile device or a user computing entity is one of a plurality of target phone numbers; responsive to determining that the phone number is one of the target phone numbers, identifying content control rules associated with the phone number; responsive to identifying the content control rules, identifying actions to be carried out in accordance with the content control rules, wherein at least one of the actions involves providing the targeted content via a call companion interface available through the mobile device or the user computing entity in response to an occurrence of an idle instance experienced by the user on the digital call while the digital call is connected.

Apparatuses and methods concerning providing a data-communications virtual assistant are disclosed. As an example, one apparatus includes a data-communications server. The data-communications server is configured to process user-data-communications between a client station and another station participating in data-communications via the data-communications services where the client station is associated with one client entity. The server is also configured to identify a context for each respective user-data-communication between the client station and the participating station, where the context data corresponds to at least one communications-specific characteristic associated with the user-data-communications, and to retrieve structured and unstructured data relating to previous data-communications provided by the data-communications server. The server is also configured to provide the integrated contact center to particular end users based on the identified context, and including data generated from the retrieved structured and unstructured data.

A system for collecting and indexing data by associating a unique identifier (generated by and provided from an external computer system) with a data file. The data file is acquired from a user operated computer system. The system comprising a series of computers provided in signal communication with one another via a network. The data file could include data collected by a form provided by a website hosted by a web server. Additional data collected from other sources (stored as a record), such as a computer system operated by an agent, would be associated with the collected data file by an inquiry management company. The collected data and associated records are forwarded to a computer system that tracks online users/visitors. The process can marry computer collected data (other than the data file) about website activity with activities independent of the website.

An electronic apparatus is provided. The electronic apparatus includes a communicator, and a processor to, in response to a call request received through the communicator, perform a first telephone conversation with a counterpart making the call request through a voice assistant using an artificial intelligence (AI) model which is learned to generate contents of telephone conversations, and provide a user interface for second telephone conversation between a user of the electronic apparatus and the counterpart based on contents of the first telephone conversation.

Methods and systems for facilitating communication sessions between multiple communication points. The method includes receiving a communication request from a first user device associated with a first user, through a first communication point. The first communication point may be enabled with a context-to-call (C2C) feature. The method further includes determining a first communication mode selected by the first user device through the first communication point. The method includes identifying a second communication mode selected by a second user device associated with a second user. The method further includes processing the communication request based, at least in part, on a matching between the first communication mode and the second communication mode. The method further includes transmitting the communication request from the first user device to the second user device. The method includes initiating a communication session based on the processing step.