Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing a spam telephone call reducer are disclosed. In one aspect, a method includes the actions of receiving first telephone call data that reflects telephone calls received by a first user and second telephone call data that reflects telephone calls received by a second user. The actions further include comparing the first telephone call data and the second telephone call data. The actions further include determining that the first user received more spam telephone calls than the second user. The actions further include determining a first characteristic of the first user and a second characteristic of the second user. The actions further include determining an action that increases a similarity of the first characteristic to the second characteristic. The actions further include performing the action on the first characteristic.

Methods, systems, and apparatus for prioritizing communications are described. Metadata that characterizes an electronic communication is obtained and a machine learning algorithm is applied to the metadata to generate a scoring model. A score for the electronic communication is generated based on the scoring model.

A contextual lead generation in an automated communication link establishment and management system may store information related to sales calls. The system may identify strengths and weaknesses of a sales representative. The system may provide training content to the sales representative in real time base on the identified strengths and weaknesses.

A method for predicting fraudulent call activity is provided. The method includes receiving one or more datasets indicating call activity corresponding to a phone number, and analyzing the one or more datasets to identify unusual call activity. The method further includes generating a fraud prediction, based at least in part on the identified unusual call activity, that the phone number will be used for fraud.

A system can route calls based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

The disclosed system identifies international calling performance issues of a wireless telecommunication network. The system receives network traffic data for international calls including information about call attempts to a country. The system categorizes the country into a major category and a minor category based on the call attempts information. For a subset of countries, and for each key performance indicator in a subset of selected key performance indicators, the system monitors performance using an anomaly detection model to identify an anomaly in network performance, determines an actual value of the key performance indicator for the detected anomaly, and computes a variation value of the determined actual value based on a predicted range of values. The system ranks countries using the computed variation values, to indicate problematic parts of the wireless telecommunication network.

A computer mediated communication system includes a plurality of communication devices, a wireless transceiver, a computer system configured to wirelessly communicate with the communication devices via the wireless transceiver and mediate communications among the communication devices. The computer system includes a memory coupled with a processor. The processor parses, in response to an initiator providing an ambiguous input to the computer mediated communication system requesting a communication interaction, the processor: parses the ambiguous input for information about a desired target of the communication interaction; matches the information about the desired target against maintained target data to select a list of potential targets; computes likelihoods the potential targets of being the desired target; ranks the potential targets based on their respective likelihoods of being the desired target; and disambiguates the ambiguous input by communicatively coupling the initiator with at least one of the potential targets based on the ranking.

Systems and methods are provided for dynamic generation of staff analytics and forecasts based on skill and service level. Dynamic forecasting allows for forecast generation in real-time and may be based on historical data regarding skills and results, as well as data science to identify patterns and make predictions. The resulting staffing forecast may therefore provide for efficient management of messaging staff costs while preserving the desired service quality. The staffing forecast may include a volume forecast that is tailored to the unique nature of asynchronous messaging, as well as the unique messaging needs of the entity so as to efficiently manage messaging operations and make data-driven staffing decisions that take service level into account. An exemplary embodiment may include dynamic analytics tools that may use specified target and/or resource numbers (e.g., desired service level) for an existing messaging operation and get a detailed per-skill staffing forecast.

A call analytics system and associated methods that can be used to rapidly analyze call data and provide conversational insights. The call analytics system receives audio call data of a phone call between a customer and an agent of a business, and converts the call data into one or more messages for handling by a distributed stream-processing platform. In some embodiments, the stream-processing platform is the Apache Kafka platform. The distributed platform processes the messages and communicates with various software modules to generate a variety of conversational insights. When processed by a stream-processing platform, certain analyses can occur in parallel which allows conversational insights to be provided to the businesses shortly (e.g., within seconds) after the call data is received.

System and methods for providing calling party information are disclosed. In one implementation, a server for providing calling party information includes one or more processors configured to receive a query for calling party information from a carrier. The query includes an identifier associated with the calling party. The processors are further configured to determine a score based on one or more previously obtained queries, generate the calling party information based on the score, and transmit the calling party information to the carrier. The carrier transmits the calling party information to a device associated with the called party as a Caller ID Name (CNAM).