Novel tools and techniques are provided for implementing call center-based automated interface between call center agents and network orchestration systems, in some cases, via application programming interfaces (“APIs”). In various embodiments, an automated services platform may collect, from data sources, data associated with services provided by a service provider. The collected data may be autonomously analyzed to identify any issues with provisioning a service(s) to a customer. If so, one or more automation actions may be autonomously identified to address the determined issue(s). The automated services platform may autonomously send instructions to automation bots to perform the identified one or more automation actions, and may generate and present a UI on a user terminal operated by a user, the UI displaying information regarding at least one of the at least one issue, the affected service(s), the identified one or more automation actions, or the automation bots, and/or the like.

The invention relates to a system (100) and method (200) for providing contextual information and actions to make a conversation meaningful and engaging. The method (200) comprises the steps of identifying a contact from various data sources (101) and collecting the relevant information from one or more web-based applications and databases, wherein the collected information is mapped to create one or more discussion points by one or more prediction servers (102). Post-conversation suggestions are provided by one or more suggestion servers (103), wherein the discussion points and the post-conversation suggestions are displayed on a user interface device (104) for allowing the user to have meaningful and engaging conversations.

Systems and methods for providing conversation assistance include receiving from at least one user device of a user, conversation information and determining that the conversation information is associated with a conversation involving the user and a first person that is associated with first conversation assistance information in a non-transitory memory. Body measurement data of the user is retrieved from the at least first user device. A need for conversation assistance in the conversation involving the user and the first person is detected using the body measurement data. First conversation assistance information associated with the first person is retrieved from the non-transitory memory. The first conversation assistance information associated with the first person is provided through the at least one user device.

Disclosed are systems, methods, and media capable of generating and implementing emergency flows. The emergency flow is highly customizable and can connect with various stakeholders (user, emergency contacts, corporate representatives, emergency service provider personnel, etc.). The systems, methods, and media can be triggered in various ways including user input (e.g. voice command) or by sensors (e.g. by using sound detection capabilities).

Disclosed are systems, methods, and media capable of generating and implementing emergency flows. The emergency flow is highly customizable and can connect with various stakeholders (user, emergency contacts, corporate representatives, emergency service provider personnel, etc.). The systems, methods, and media can be triggered in various ways including user input (e.g. voice command) or by sensors (e.g. by using sound detection capabilities).

Novel tools and techniques are provided for implementing call center-based automated interface with network switches for Internet service diagnostics and provisioning. In various embodiments, in response to receiving a request by a call center user to access an Internet service customer account, a computing system may access information regarding the Internet service customer account that is stored in a database, may identify a network switch that is configured to provide Internet service to customer premises equipment (“CPE”) disposed at a customer premises associated with the customer, based at least in part on the accessed information, and may autonomously access, from other databases, information associated with the Internet service customer account and with a network profile. The computing system may integrate the accessed information, may generate and present a user interface (“UI”) displaying the accessed information, and may autonomously initiate one or more diagnosis and repair procedures.

Novel tools and techniques are provided for implementing programmatical public switched telephone network (“PSTN”) trunking for cloud hosted applications. In various embodiments, a computing system may determine one or more first network interconnection characteristics associated with a first entity service provider within a call service network operated by a call network service provider. Based on the determined one or more first network interconnection characteristics associated with the first entity service provider, the computing system may cause a network provisioning application layer to establish one or more network interconnections between a first network associated with the first entity service provider and the call service network, in some cases, by establishing shared peering connections between the first network and the call service network. The shared peering connections may enable a plurality of customers of the first entity service provider to establish call service connections that are shared over the shared peering connections.

Customers can become bored with an interaction with an agent. By providing speech and/or images, of a celebrity disguising the speech, and/or image, of the agent, customers can appear to interact with a particular celebrity. As a result, customers are more likely to stay engaged and have a positive experience. The celebrity, or a particular persona of a celebrity, may be selected from customer preferences and/or a purpose of the call. For example, a movie star's role may have a persona, such as a “heavy,” suitable for collection calls (audio or audio-video), whereas a scientific or technical innovator may be selected for technical support calls.

Novel tools and techniques are provided for implementing call center-based automated interface with network switches for Internet service diagnostics and provisioning. In various embodiments, in response to receiving a request by a call center user to access an Internet service customer account, a computing system may access information regarding the Internet service customer account that is stored in a database, may identify a network switch that is configured to provide Internet service to customer premises equipment (“CPE”) disposed at a customer premises associated with the customer, based at least in part on the accessed information, and may autonomously access, from other databases, information associated with the Internet service customer account and with a network profile. The computing system may integrate the accessed information, may generate and present a user interface (“UI”) displaying the accessed information, and may autonomously initiate one or more diagnosis and repair procedures.

Systems and methods for automating the use of an IVR system are provided herein. A method includes traversing an interactive voice response (IVR) system using a chatbot, determining a menu structure of the IVR system using audio processing, the menu structure comprising selectable telephonic options, and storing the menu structure in a database. The menu structure, such as an IVR tree, can be used by the chatbot to fulfill user tasks and other requests.