Methods, systems, and computer-readable media consistent with the present disclosure manage multiple telephone calls by managing a session record associated with the call, amending the session record according to a plurality of rules to reflect a plurality of instructed actions, evaluating an amended session record to derive at least one of the plurality of instructed actions, and implementing a derived instructed action on the call under the control of an automated apparatus.

Methods, systems, and computer-readable media consistent with the present disclosure manage multiple telephone calls by managing a session record associated with the call, amending the session record according to a plurality of rules to reflect a plurality of instructed actions, evaluating an amended session record to derive at least one of the plurality of instructed actions, and implementing a derived instructed action on the call under the control of an automated apparatus.

Apparatus and methods for enhancing security of an authentication process of a caller that initiated a call in an Interactive Voice Response (“IVR”) system are provided. The methods may include routing the call through the IVR system to a headset. After the routing, the methods may include retrieving data associated with the caller. In response to the retrieved data meeting one or more predetermined conditions, a graphical user interface of an agent computer paired to the headset may display a plurality of validation information for validating the caller. Selection by the agent of validation information may trigger methods for transmitting a request to the caller, via a caller mobile phone, to input the validation information selected by the agent. The methods may additionally include authenticating the caller based at least in part on the information input into the mobile phone.

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.

A network device (e.g., a user's mobile phone) may be used to make a telephone call to a landline telephone associated with a client device (e.g., a business's device). If the telephone call is terminated, either the network device or the client device may generate a text message to the other and establish a communication session. The client device may present a variety of options to the network device of service requests that may be completed by text message. The network device may transmit the service request and the service request may be fulfilled by the client.

Implementations relate to techniques for providing context-dependent search results. A computer-implemented method includes receiving an audio stream at a computing device during a time interval, the audio stream comprising user speech data and background audio, separating the audio stream into a first substream that includes the user speech data and a second substream that includes the background audio, identifying concepts related to the background audio, generating a set of terms related to the identified concepts, influencing a speech recognizer based on at least one of the terms related to the background audio, and obtaining a recognized version of the user speech data using the speech recognizer.

Implementations for providing communication services using a virtual environment are described. An audio communication session may be established between a first user device and a second user device. The second user device may answer the audio communication session using a virtual environment. The virtual environment may be updated to display virtual features associated with the communication session.

Implementations for providing communication services using a virtual environment are described. An audio communication session may be established between a first user device and a second user device. The second user device may answer the audio communication session using a virtual environment. The virtual environment may be updated to display virtual features associated with the communication session.

Certain aspects of the disclosure are directed to monitoring user-data communications corresponding to a user-generated message. According to a specific example, user-data communications, which are addressed to a client among a plurality of remotely-situated client entities, are directed to a message recording system. Each of the plurality of remotely-situated client entities are respectively configured and arranged to interface with a data communications server providing data communications services on a subscription basis. During recording of a message associated with the user-data communications and on the message recording system, speech characteristic parameters of the message may be analyzed, and a sentiment score and a criticality score for the message, may be determined. During the recording of the message, the user-data communications may be routed based on the determined sentiment score and criticality score.

A communication session may be established between a customer device and a customer service representative device. An artificial intelligence assistant may access the communication session and receive an input. The artificial intelligence assistant may process in the input. The artificial intelligence assistant may determine one or more characteristics of the input. The artificial intelligence assistant may determine an output based on the characteristics of the input. The artificial intelligence assistant may communicate the determined output to the customer service representative.