A system and method provide an automation solution for guiding a contact center agent during a communication session by providing contextual in-line assistance. Robotic process automation (RPA) is used for automating workflows and processes with robots that capture information from multiple applications of a contact center system and generate contextual guidance for the contact center agent via callout activities during the communication session.

Context data management in a contact center environment is provided. For example, a method comprises receiving a given contact instance for a given user of a contact center, wherein the contact center comprises a plurality of communication channels configured to enable the user to initiate a contact instance and wherein the given contact instance is received over one of the plurality of communication channels. The method further comprises one of generating and updating a context data management pattern in response to receiving the given contact instance, wherein the context data management pattern comprises a data structure of one or more records that maintain information relating to the given contact instance received over the one of the plurality of communication channels and information relating to one or more previous contact instances associated with the user received over one or more of the plurality of communication channels.

A system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.

A method and a system for reporting metrics relating to customer calls for fungible agents that are utilizing multiple servicing applications in a contact center environment are provided. The method includes: receiving a service request call from a customer; determining applications that are usable for responding to the service request call from among a predetermined plurality of applications; monitoring the service request call in order to obtain information relating to call timing and events occurring during the call; when the service request call is completed, determining call-specific metrics such as hold time, number of transfers, and or idle time based on the information obtained during the monitoring; and reporting the metrics to a repository. Additional metrics that are specific to an agent assigned to handle the call may also be determined.

Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, user-data communications between a client-specific endpoint device and the other participating endpoint device during a first time period can be retrieved from a plurality of interconnected data communications systems. The client entity can be configured and arranged to interface with a data communications server providing data communications services on a subscription basis. A context can be determined for each respective user-data communication between the endpoint devices during the first time period. A plurality of user-data communications between the client-specific endpoint device and the other participating endpoint device can be aggregated during a second time period, and a context can be determined for the aggregated user-data communications during the second time period based on a comparison of the aggregated user-data communications and the user-data communications during the first time period.

A computer-implemented method and system for streamlining interactions between a customer and a company representative. Information related to a customer is received by a company representative. A predicted future action by the customer is then calculated by a computer process wherein the calculation is based on the received information. The predicted future action is then caused to be displayed on a computer operated by a representative of the company. A conversation plan may be generated according to the information and a business rule which may be displayed on the representative's computer.

A system and method are disclosed for training a machine-learning model to detect characteristics of fraudulent calls. The machine-learning model is trained using audio clips, voice recognition, call handler feedback and general public knowledge of commercial risks to detect and divert fraudulent calls, thereby alleviating the burdens otherwise placed on call center service representatives.

A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.

A recording system has a listener processor for automatically capturing events involving computer applications during a dialogue involving the user of the computer. The system generates a visual transcript of events on a timeline. It automatically detects start of a dialogue and proceeds to detect events and determines if they are configured as transcript events, before detecting end of the dialogue. The system may associate dialogue events with audio clips, using meta tags.

A third-party service may be used to assist entities in responding to requests of users. A third-party service may receive, directly or indirectly, a request of a first user for assistance from a first entity. The third-party service may request information about the first user by sending a request to a computer of the first entity. The third-party service may use the request of the first user and the information about the first user to automatically generate a response to the request of the first user. The third-party service may then transmit, directly or indirectly, the response to the first user.