Methods and apparatus for retrieving and providing voice mail messages from a server are described. In accordance with the invention voice mail messages may be retrieved via requests made via a set top box. Voice mail messages are retrieved in response to the request from a voice mail server which is also accessible via the telephone network. Retrieved voice mail is transcoded and included in a video on demand (VOD) file. Text, call ID information and/or other information as, e.g., an automatically generated transcript of the voice mail message, may be included in the VOD file. The VOD file is supplied to a VOD server which provides the file including the message to the set top box for display. A user can view the messages and switch from viewing one message to the next by using video play back commands.

Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

A virtual assistant system for communicating with customers uses human intelligence to correct any errors in the system AI, while collecting data for machine learning and future improvements for more automation. The system may use a modular design, with separate components for carrying out different system functions and sub-functions, and with frameworks for selecting the component best able to respond to a given customer conversation. The system may have agent assistance functionality that uses natural language processing to identity concepts in a user conversation and to illustrate that concepts within a graphical user interface of a human agent so that the human agent can more accurately and more rapidly assist the user in accomplishing the user's conversational objectives.

The present disclosure describes various methods, computer-readable media, and apparatuses for supporting automation of customer service. The automation of customer service may be based on support for automation of conversations between customers and customer service agents. The automation of customer service based on support for automation of conversations between customers and customer service agents may be based on use of images provided by the customers to control the conversations between customers and customer service agents. The support for automation of conversations between customers and customer service agents based on use of images provided by the customers may include processing the images to obtain information for the conversations between the customers and the customer service agents and controlling the conversations between the customers and the customer service agents based on the information for the conversations between the customers and the customer service agents.

The present disclosure describes various methods, computer-readable media, and apparatuses for supporting automation of customer service. The automation of customer service may be based on support for automation of conversations between customers and customer service agents. The automation of customer service based on support for automation of conversations between customers and customer service agents may be based on use of images provided by the customers to control the conversations between customers and customer service agents. The support for automation of conversations between customers and customer service agents based on use of images provided by the customers may include processing the images to obtain information for the conversations between the customers and the customer service agents and controlling the conversations between the customers and the customer service agents based on the information for the conversations between the customers and the customer service agents.

A system and method are disclosed for capturing, tracking, analyzing and automating analog and digital interactions. Embodiments include a system comprising one or more end user systems, one or more entity systems, and a computer operatively coupled to a display device. The computer is configured to monitor one or more communications on first and second communication channels between the end user and entity systems, group the one or more communications on the first and second communication channels by communication subject, and display the grouped communications on the display device.

A video voicemail recording system enables a caller to leave a conventional audio voicemail message over the telephony connection used for routing a call or to leave a message of a different communication modality using a client application at the calling device. A call is routed to a client device from a calling device. In-call options for selection at the calling device are presented responsive to the call going unanswered, in which a first in-call option allows an operator of the calling device to record an audio-only voicemail message over the telephony service and a second in-call option allows the operator of the calling device to record or input a message of a second communication modality (e.g., a video message). A request to open the client application at the calling device is transmitted responsive to a selection of the second in-call option. The message is received in response thereto.

A system and method are disclosed for capturing, tracking, analyzing and automating analog and digital interactions. Embodiments include a system comprising one or more end user systems, one or more entity systems, and a computer operatively coupled to a display device. The computer is configured to monitor one or more communications on first and second communication channels between the end user and entity systems, group the one or more communications on the first and second communication channels by communication subject, and display the grouped communications on the display device.

Video communications between multiple computer systems configured to transmit and receive video content. A client transmitter is enabled to transmit a video message for display on the client recipient. The client transmitter is configured to transmit or record the video message to the video server. The video message is archived by the video server. When the client recipient is unavailable during the beginning of the transmission of the video message and when the client recipient is available later during the transmission of the video message, the client recipient is enabled to display the video message from the beginning of the video message while the transmission of the video message is still ongoing.

The present disclosure describes various methods, computer-readable media, and apparatuses for supporting automation of customer service. The automation of customer service may be based on support for automation of conversations between customers and customer service agents. The automation of customer service based on support for automation of conversations between customers and customer service agents may be based on use of images provided by the customers to control the conversations between customers and customer service agents. The support for automation of conversations between customers and customer service agents based on use of images provided by the customers may include processing the images to obtain information for the conversations between the customers and the customer service agents and controlling the conversations between the customers and the customer service agents based on the information for the conversations between the customers and the customer service agents.