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.

Systems and methods for creating a network communication pathway between devices based on type of communication request are disclosed. The system obtains a communication object from a first device to enable communication with a second device. The first device may be a device within an affinity group of the second device, such that the system identifies historic data relating to the affinity group and/or relating to communication attempts from non-subscriber devices found in one or more affinity groups stored within the system. Based on the communication object type, the system identifies whether communication object relates to a question object previously received from the second device and calculates an Expert Attribute Score (EAS) for the first device. The system may evaluate the EAS against a predetermined threshold and transmit the communication object to the second device, if the EAS is greater than or equal to the predetermined threshold.

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 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.

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 disclosed apparatus obtains emergency data for multiple device types from a plurality of emergency data sources and provides a jurisdictional map view to a plurality of emergency network entities, where each emergency network entity corresponds to a given geographic boundary. The jurisdictional map view corresponds to a respective emergency network entity's geographic boundary. The apparatus determines portions of the emergency data corresponding to emergencies occurring within each respective emergency network entity geographic boundary, and provides location indicators within each respective jurisdictional map view, with each location indicator corresponding to an emergency.

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.

A system of customer tracking is provided. The system includes: a data management platform (DMP) configured to receive personally identifiable information (PII) data of a plurality of customers and generate non-PII data using the PII data; and an intelligent database to store the non-PII data. A method of customer tracking in a DMP is provided. The method includes: providing ads or songs to a customer while the customer is on hold during an interaction with an agent of a contact center; tracking data regarding selections by the customer pertaining to the ads or songs; and generating statistics based on the selections and the data.

A customer identifier comprises a first segment and a second segment, wherein each segment is directed to at least one feature of a customer, wherein each feature is based on one or more characteristics of the customer or another customer. The one or more characteristics comprises at least one of demographics, voice signature, psychographics, behaviors, or phone number. The behaviors comprise at least one of sentiment of the customer or personality of the customer. Each segment has a weighting. The first segment and the second segment are comprised within a customer fingerprint or a customer DNA. A system for customer identifier for a data management platform (DMP) comprises an analytics and audience insight module configured to perform analytics on data, and provide insights regarding customers; and a dashboard indicating high risk customers, moderate risk customer, and low risk customers.