A method for summarizing dialogs may include obtaining an agent text stream and a customer text stream, segmenting the agent text stream and customer text stream into sentences, and labeling sentences associated with the segmented agent text stream and the segmented customer text stream. The method may further include extracting sentences from the agent text stream and the customer text stream based upon frequencies of appearance of words and terms of interest; generating an agent summary paragraph based on the extracted sentences from the agent text stream, and generating a customer summary paragraph based on the extracted sentences from the customer text stream. The method may identify keywords associated with each of the agent summary paragraph and the customer summary paragraph.

A process is described for a call management system to provide a call transcription supervisory monitoring interactive dashboard of incoming calls at a command center. A plurality of incoming calls are received including a first call reflecting a first incident and a second call reflecting a second incident. Audio from the first and second calls are transcribed. First and second incoming call objects are displayed in a call-by-call portion of the interactive dashboard. The transcripts are cross-referenced with a call-by-call keyword database to identify call-by-call keywords of interest, and the incoming call objects are populated with the call-by-call keywords of interest. An all-call object is displayed in an all-call portion of the interactive dashboard. The transcripts are cross-referenced with an all-call keyword database to identify all-call keywords of interest, and the all-call object is populated with the all-call keywords of interest.

A system and method are disclosed for capturing, tracking, analyzing and automating analog and digital interactions. Embodiments include a system comprising one or more end user systems, one or more entity systems, and a computer operatively coupled to a display device. The computer is configured to monitor one or more communications on first and second communication channels between the end user and entity systems, group the one or more communications on the first and second communication channels by communication subject, and display the grouped communications on the display device.

Generation and/or utilization of particular data structure(s) in more efficiently storing, retrieving, and/or presenting personal entry(s) is described herein. Implementations can utilize the data structure(s) in more efficiently responding to a vague user request that specifies a particular type of personal entry, but lacks any additional features of the personal entry(s) sought. Utilization of the data structure(s) can enable responsive personal entry(s) to be efficiently identified (e.g., processor and/or memory efficiency and/or with reduced latency). For example, some implementations can enable selection of a subgroup of personal entries to provide responsive to the vague request, without necessitating any processing of personal entries, that are not included in the selected subgroup, be performed responsive to the request. As another example, some implementations can additionally or alternatively obviate the need to perform any ranking of the available personal entries of the subgroup on the fly responsive to the request.

A device, system and method for transmitting notifications based on indications of effectiveness for previous notifications is provided. A public-safety answering point (PSAP) device transmits, to first communication devices, a first notification of a given type, associated with a first public-safety incident. The PSAP device, subsequent to transmitting the first notification, tracks indications of effectiveness of the first notification determined from one or more of: PSAP call traffic; locations and/or responses of the first communication devices and/or PSAP-related data retrieved from one or more servers external or internal to a PSAP system. The PSAP device transmits, to second communication devices, a second notification of the given type, the second notification associated with a second public-safety incident; one or more of the second notification and transmitting of the second notification being modified, relative to the first notification, based on the one or more indications of effectiveness.

A system and method are disclosed for capturing, tracking, analyzing and automating analog and digital interactions. Embodiments include a system comprising one or more end user systems, one or more entity systems, and a computer operatively coupled to a display device. The computer is configured to monitor one or more communications on first and second communication channels between the end user and entity systems, group the one or more communications on the first and second communication channels by communication subject, and display the grouped communications on the display device.

A system and method for configuring network pairings enabling end-to-end communications between electronic devices is disclosed. The system receives a network pairing request from a requesting device to communicate with a target device. The system identifies historic data associated with the communication object and determines whether an affinity group associated with the requesting device is found. Further, the system determines whether the communication object has a valid permission token associated therewith. If a valid permission token is unavailable, the system checks whether a subscriber filter criteria is met by the requesting device. If the filter criteria is met, system calculates a subscriber access score (SAS) for the requesting device and compares the score to a threshold. When the SAS is greater than the predetermined threshold value, system creates a dynamic network pairing between the requesting device and the target device.

A message treatment process executed by a user's terminal when a message is being drafted is disclosed. The terminal has access to a corpus of messages containing at least one message sent by that user to at least one recipient user. In one aspect, at least one part of the message drafted by the user is retrieved. Concerning at least one message in the corpus, a semantic similarity score is calculated with a view to match at least part of the draft message with one message at least in the predetermined corpus of messages. At least one message is selected in the corpus of messages, based on the semantic similarity score calculated for a least one message in the corpus, then at least part of a previously received reply to at least one selected message is replicated.

A device, system and method for transmitting notifications based on indications of effectiveness for previous notifications is provided. A public-safety answering point (PSAP) device transmits, to first communication devices, a first notification of a given type, associated with a first public-safety incident. The PSAP device, subsequent to transmitting the first notification, tracks indications of effectiveness of the first notification determined from one or more of: PSAP call traffic; locations and/or responses of the first communication devices and/or PSAP-related data retrieved from one or more servers external or internal to a PSAP system. The PSAP device transmits, to second communication devices, a second notification of the given type, the second notification associated with a second public-safety incident; one or more of the second notification and transmitting of the second notification being modified, relative to the first notification, based on the one or more indications of effectiveness.

The invention provides a system, a method and an apparatus for creating and presenting intelligent contextual summary highlighting the essence of previous communication events happening between a user of a wireless communication device and his/her contact. The system captures messages in the communication events; arranges them in chronological order of occurrence; summarizes them into a contextual summary, removing unwanted words; provides weightage to each word in the contextual summary based on number of times each word occurs in the communication events, chronological order of its communication events, and dictionary importance of each word; determining who all other contacts are talking related to topic of contextual summary; and consequently creating the intelligent keyword collective for each contact representing context of the recent conversations with the contact. The system further presents the keyword collective to the user at the communication device, on occurrence of one or more triggering events.