A device that is configured to assign users to an issue cluster based on issue types for the users. The device is further configured to identify available agents and to assign each available agent to one or more knowledge area clusters based on knowledge scores. A knowledge score indicates an expertise level for an agent in a knowledge area. The device is further configured to identify an issue cluster that is associated with an issue type and to identify a user from the issue cluster. The device is further configured to identify a knowledge area cluster that is associated with the issue type and to identify an agent from the knowledge area cluster. The device is further configured to establish a network connection between a user device associated with the user and a user device associated with the agent.

A call management system of a call center identifies an inbound caller based upon computer analysis of customer identifiers, which may include at least two of customer name, street address, and zip code. Approximate string matching analysis matches n-grams generated from strings within customer identifiers, with n-grams generated from customer identification fields while searching one or more databases. Approximate string matching can incorporate a closeness metric based on Jaccard distance, and a Gaussian mixture model of best matches. In one embodiment, a polymr search engine analyzes customer identifiers of inbound callers to retrieve customer data, such as customer demographic data, matched to the customer identifiers. In another embodiment, the polymr search engine analyzes customer identifiers of inbound callers to identify repeat callers and retrieve previously collected customer data. Retrieved customer data is used in predictive modeling and scoring value of the inbound call, and in routing the scored inbound call.

An enhanced routing system determines a service provider best suited to fulfill a user's request to interact and establishes a communication session between the user's client device and a device of the service provider. The enhanced routing system may use user characteristics and behavior to select the service provider. For example, the enhanced routing system receives a request to connect to a customer service system from a user who has recently started a new job and has been accessing a banking application on his mobile phone. The enhanced routing system may determine that a payroll service provider is best suited to fulfill the user's request. For example, the enhanced routing system uses a machine learning model that has been trained on previously fulfilled requests. In this way, the enhanced routing system improves upon systems that continuously prompt the user for information by selecting a service provider without overburdening the user.

The present invention relates to communications methods and apparatus for determining whether a received call originated from an artificial intelligence system and the call handling procedures to be used on the received call based on whether or not the call was determined to have been originated from an artificial intelligence system. An exemplary method embodiment includes the steps of: receiving a first call; determining whether said first call originated from an artificial intelligence system; and when said first call is determined to have originated from an artificial intelligence system performing one or more artificial intelligence call handling operations.

This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

A system establishes an agent communication with a customer. An agent computer with a first processor and a first memory receives a batch notification identifying a batch of one or more customer records in the agent computer, for communication in the near future. The one or more customer records is associated with one or more customers. A second computer with a second processor and a second memory provides the batch notification identifying the batch of one or more customer records in the agent computer. The system determines a next step action by taking into account touch specific outcome correlation data, marketing outcome correlation data, and/or correlation between touch specific outcome correlation data and overall outcome data.

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.

Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.

Certain aspects of the disclosure are directed to template-based management of telecommunications services. According to a specific example, a server is provided comprising one or more computer processor circuits configured to interface with a remotely-situated client entity using a first programming language. The server includes a call control engine that is configured to provide a private branch exchange (PBX) for the client entity, and identify a call control template written in a second programming language. The call control engine is further configured to control call routing by the PBX, by executing the call control template to identify at least one data source that corresponds to a call property for the VoIP telephone call, retrieve data from the data source, and implement one or more call processing functions specified by the call control template as being conditional upon the retrieved data.

A system comprises a service platform comprising an applications server. The applications server is configured to receive an inbound communication, route the inbound communication to a speech-enabled intelligent script, the speech-enabled intelligent script comprising one or more of predetermined prompts and dynamically-generated prompts, and determine a source of the inbound communication and a destination of the inbound communication. The applications server is configured to determine that at least one prior inbound communication directed to the destination has been received from the source of the inbound communication. The applications server is configured to receive, in response to at least one predetermined prompt or dynamically-generated prompt, a request for direct contact information associated with the destination of the inbound communication. The applications server is configured to send, to the source of the inbound communication, a message comprising the direct contact information for the destination of the inbound communication.