A system for playback of messages. Context appropriate messages for an environment may be played back. Messages may be user behavior interactive and subject to user behavior initiated message playback conditions. User generated environment events may be automatically analyzed and user behavior interactive messages may be automatically coordinated. An automated themed message playback apparatus may have a self-contained housing within which a stored themed message, an in situ user generated environment event sensor, and an automated themed message playback device are housed. User generated environment events may be automatically sensed in situ.

Methods, systems, and apparatus, including computer programs encoded on computer storage media, for using frames for performing tasks. One of the methods includes receiving a first request to perform a task, the first request comprising user speech identifying the task; generating a frame associated with the task, wherein the frame comprises one or more types of values necessary to perform the task, and wherein each type of value can be satisfied by a respective value; receiving a second request to provide information related to a question, the second request comprising user speech identifying the question; providing information identifying the question to a search engine, and receiving a response identifying one or more terms; determining that at least one term can satisfy a type of value necessary to perform the task; and storing the at least one term in the frame.

There are provided systems and methods for biometric authentication during voice data transfers. A user may initiate voice communications with a service provider endpoint that provides automated services to the user through the voice or audio communications, such as an interactive voice response (IVR) system where a user may navigate menus through audio commands. The user may by required to authenticate their identity during the phone call or other voice data transfer, which may be done by entering a biometric, such as a fingerprint. The biometric may be converted to biometric feature data and provided to one or more token service providers. The token service providers may provide one or more tokens for the biometric, which may be used as the authentication token. This token may then be transmitted to the IVR system through the user's endpoint using a dialer feature of the endpoint.

In a method for handling out-of-sequence caller dialog, an intelligent voice interface is configured to lead callers through pathways of an algorithmic dialog that includes available voice prompts for requesting different types of caller information. The method may include, during a voice communication with a caller via a caller device, receiving from the caller device caller input data indicative of a voice input of the caller, without having first provided to the caller device any voice prompt that requests a first type of caller information, and determining, by processing the caller input data, that the voice input includes caller information of the first type. The method also includes after determining that the voice input includes the caller information of the first type, bypassing one or more voice prompts, of the available voice prompts, that request the first type of caller information.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, relating to synthetic call status updates. In some implementations, a method includes determining, by a task manager module, that a triggering event has occurred to provide a current status of a user call request. The method may then determine, by the task manager module, the current status of the user call request. A representation of the current status of the user call request is generated. Then, the generated representation of the current status of the user call request is provided to the user.

An operation method of a dialog agent includes obtaining an utterance history including at least one of an outgoing utterance to be transmitted to request a service or at least one of an incoming utterance to be received to request the service, updating a requirement specification including items requested for the service based on the utterance history, generating utterance information to be used to request the service based on the updated requirement specification, and outputting the generated utterance information.

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

A method comprising: receiving an interactive voice response (IVR) tree configured to implement one or more tasks, each associated with one or more IVR node paths comprising a plurality of IVR nodes arranged in a hierarchical relationship; analyzing the IVR tree to identify one or more intent IVR nodes, each associated with one of the tasks; with respect to each of the intent IVR nodes, identifying a plurality of corresponding entity IVR nodes included within the IVR node path associated with the intent IVR node; assembling one or more task-specific chatbot skills, each comprising (i) one of the intent IVR nodes, and (ii) at least some of the plurality of corresponding entity IVR nodes, wherein each of the task-specific chatbot skills is configured to perform one of the tasks by conducting a dialog with a user; and generating a chatbot comprising at least one of the task-specific chatbot skills.

An example method includes receiving, by a computational assistant executing at one or more processors of a mobile computing device and via a wireless link between the mobile computing device and an external device, a representation of audio data generated by a microphone of the external device, the audio data representing a spoken utterance detected by the external device; determining, by the computational assistant and based on the audio data, a response to the spoken utterance; and sending, by the mobile computing device, to the external device, and via the wireless link between the mobile computing device and the external device, a command to output, for playback by one or more speakers connected to the external device via a hardwired analog removable connector of the external device or a wireless link between the external device and the one or more speakers, audio data representing the response to the spoken utterance.

A sentiment-based score is determined for a contact center engagement between a first contact center service operator and a contact center user. The sentiment-based score is indicated within a graphical user interface displaying information associated with multiple contact center engagements at a device of a second contact center service operator. Based on a request to participate in the contact center engagement received from the device of the second contact center service operator via the graphical user interface, information associated with the contact center engagement is transmitted to the device of the second contact center service operator, and a contact center session involving a device of the contact center user and the device of the second contact center service operator is established.