A processor-implemented method of enabling a customer support interaction in multiple channels in parallel is provided. The processor-implemented includes (i) receiving a call at a contact center from a customer, (ii) providing a notification to the customer with reference to a hold time to reach a live human agent at a first live channel, (iii) selecting at least one automation task to be performed for a customer's requirement by a virtual agent at a second non-live channel, and (iv) enabling transfer of the customer from the first live channel to the second non-live channel with the virtual agent and communicating the at least one automation task to be performed for the customer's requirement to the virtual agent at the second non-live channel. The at least one automation task is a series of steps performed by the virtual agent to complete an objective.

A system is provided for thwarting the undesired incoming calls and eliminating the impact of robocalls, tollfree pumping, political spam, data collection bots, and other phone fraud forms. The system has a spam detection unit with a plurality of spam type modules and each spam type module is configured to detect a different type of spam.

A system is provided for thwarting the undesired incoming calls and eliminating the impact of robocalls, tollfree pumping, political spam, data collection bots, and other phone fraud forms. The system has a spam detection unit with a plurality of spam type modules and each spam type module is configured to detect a different type of spam.

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.

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 apparatus and mechanism to manage multi-modal real-time or quasi real-time sessions such as voice, video, instant messaging, or web-conferencing across multiple devices through a simple subscription to a session management service. A user can subscribe to the service from many devices (e.g. mobile device, desk phone, personal computer, internet appliance, internet TV, communication terminal, etc.) and through the service seamlessly move sessions back and forth between subscribed devices. In a preferred embodiment, a user utilizes a “virtual slider” in a simple “two touch” procedure to effectuate the movement of a communication session from one device to another device via the service.

An apparatus and mechanism to manage multi-modal real-time or quasi real-time sessions such as voice, video, instant messaging, or web-conferencing across multiple devices through a simple subscription to a session management service. A user can subscribe to the service from many devices (e.g. mobile device, desk phone, personal computer, internet appliance, internet TV, communication terminal, etc.) and through the service seamlessly move sessions back and forth between subscribed devices. In a preferred embodiment, a user utilizes a “virtual slider” in a simple “two touch” procedure to effectuate the movement of a communication session from one device to another device via the service.

Aspects of human assisted virtual agent support are discussed. A conversation between a user and a virtual agent may be monitored. A probability of the user abandoning the conversation may be predicted and a notification may be provided to a human agent to provide assistance in the conversation based on the probability.

Techniques for preventing denial of call transfer are provided. For example, a method, comprises: indicating, in an apparatus, that a call pull is initiated; categorizing, in the apparatus, an access attempt occurred for the call pull as a mobile-terminated access attempt; and making, in the apparatus, the access attempt to a network by transmitting a message to enable a process for the call pull, wherein the message includes a cause value set according to the categorization of the access attempt. The method may be performed by a user equipment (UE).

Video-assisted presence detection is used to enhance a user experience in telephony communications. Image data, video data, or both, from a camera are used to determine whether a user is present at their device before a call is transferred to him or her. The video-assisted presence detection can be implemented based on a privacy setting. For example, one implementation allows a system to have partial access to the camera to perform a scan to detect that there is a human present without capturing facial information, and without identifying that person. Another implementation allows the system to have partial access to the camera to scan the a face of a user, but not have access to the video feed of the camera. Another implementation allows the system to have full access to the camera.