A system and method for chatbot and search engine integration comprising chatbot crawler engine configured to detect all possible paths through a conversational flow between a chatbot and a user, and also comprising a chatbot search integration manager configured to receive a processed conversation flow from the chatbot crawler engine, parse the conversation flow to identify keywords and features, and build an indexable data structure which can be integrated into search engines in order to expose the information and data contained within the chatbot's knowledge base. This integration may allow search engine users to be redirected to a website hosting the chatbot when an indexed data structure comprises information relevant to a search engine query.

A method of operating a captioned telephone comprising the steps of dialing a telephone number to a relay gateway, connecting to the gateway over a communication network, performing a test to assess communication network quality, based on the test results, setting up the captioned telephone to operate in at least one of a first mode and a second mode wherein each of the first and second modes is one of (i) a PSTN mode in which data is communicated between the captioned telephone and the relay gateway via analog transmission and (ii) an IP mode in which data is communicated between the captioned telephone and the relay gateway via the Internet.

Systems, methods, and computer-readable media for providing smart notifications during voice call transitions from hold status to active status are described. An example method can include establishing a call between an endpoint and a remote device; after a determination that the call was placed on hold by the remote device, monitoring, by the endpoint, the call for an indication of a call resume transition, the indication of the call resume transition including at least one of a particular keyword transmitted by the remote device, an active speaker at the remote device, and a dual-tone multi-frequency signaling (DTMF) input from the remote device; detecting, by the endpoint, the indication of the call resume transition; and in response to detecting the indication of the call resume transition, generating, by the endpoint, a notification indicating that the hold has ended and the call has resumed.

A system and method for chatbot and search engine integration comprising chatbot crawler engine configured to detect all possible paths through a conversational flow between a chatbot and a user, and also comprising a chatbot search integration manager configured to receive a processed conversation flow from the chatbot crawler engine, parse the conversation flow to identify keywords and features, and build an indexable data structure which can be integrated into search engines in order to expose the information and data contained within the chatbot's knowledge base. This integration may allow search engine users to be redirected to a website hosting the chatbot when an indexed data structure comprises information relevant to a search engine query.

A system and method for automated chatbot testing to provide training and quality assurance of conversational artificial intelligence systems, comprising a chatbot testing administrator interface which allows chatbot makers to define what a chatbot is supposed to do, create test scripts to test the performance of the chatbot, and review the results of the chatbot tests, a chatbot testing server which provides and interface between chatbot testing agents and the administrator interface, instantiates chatbot agents and distributes them across available hardware and runs testing programs which activate, configure, and deactivate chatbot testing agents as needed. A plurality of chatbot agents may be running in parallel to provide automated testing based upon test script configuration.

A control unit of a telephone device is configured to perform a first processing of: estimating a line echo amount based on a volume of a DTMF signal generated by a DTMF signal generation unit and a volume of the DTMF signal input from a line; calculating a howling noise threshold value based on the maximum value of the acoustic echo generated at a handset that is measured in advance and set values of a sidetone volume, a transmission volume, and a reception volume; and calculating a difference between the line echo amount and the howling noise threshold value as an adjustment requisite amount and lowering the set value of the sidetone volume by the adjustment requisite amount when the line echo amount is larger than the howling noise threshold value.

A system and method for automated customer response system mapping and duplication to provide for a common Interactive Voice Response (“IVR”) system import language or structure, comprising a contact center crawler which connects with an existing automated contact center system, may navigate and map that system by recording and selecting each available option or by interfacing with the code that makes up the IVR itself to generate a model, records the response to each selected option, and feeds the options and responses to a tree creator; a CX model generator which organizes the options and responses into a data map such as a tree or more graph-like or map-like structure, where logical conditions or operations such as loops and recursion may be present; and a coding engine that generates programmatic code representing the data model that is imported into another IVR platform for execution.

A computer-implemented method for correlating payment service submissions and data captured from a call stream is described herein. The method comprises receiving data captured from a call stream by a data capture device; receiving a payment service submission comprising an identifier; determining an association between the identifier and the call stream; and replacing the identifier in the payment service submission with the data captured from the call stream associated with the identifier.

A system and method for receiving and executing emoji based commands is disclosed. The system and method may include processes such as identifying emojis in a message, determining one or more action based on the emoji, and completing the determined actions.

A secure payment agent assist (“SPAA”) feature provides assistance to a contact center agent during a transaction involving sensitive information, where the sensitive information provided by the remote party is maintained in secure manner, so that the agent is not exposed to it. The agent is assisted by being provided with a pop-up window that allows the agent to invoke a “recollect” and “cancel” function during the transaction. The pop-up window also provides information to the agent making the agent aware of the progress of the transaction as the remote party interacts with an interactive voice response (“IVR”) unit. In other embodiments, a configuration parameter allows the prompts for the payment information to be provided by the agent or the IVR.