210 results about "Call centre" patented technology

The invention provides a call center dialogue sentiment analysis method and system fusing voice and text, and relates to the technical field of voice signal processing, and the method comprises the steps: obtaining a voice signal of a call center and a corresponding transliteration text, extracting intonation, speed, sound intensity and pause sentiment features from the voice signal, meanwhile, deep language analysis is carried out on the transliterated text, and semantic emotion features related to context are extracted; and performing cross-modal correlation analysis on the voice emotion features and the semantic emotion features, and generating a time sequence correction coefficient for feature alignment by constructing a corresponding relation analysis framework between feature sequences. According to the method, language emotion information in voice and text is integrated, more accurate and comprehensive recognition of conversation emotion of the call center is realized, customer satisfaction is improved, and reliable emotion analysis basis is provided for efficiently processing customer appeals.

A disclosed method may include (i) transforming an original corpus of support call transcriptions for support calls received at a telecommunication provider at least in part by prompting a large language model to summarize each support call transcript in the original corpus of support call transcripts for the support calls received at the telecommunication provider to output a summary corpus of large language model generated summaries of support call transcriptions, (ii) extracting from the summary corpus of large language model generated summaries of support call transcriptions a ranked ordering of client support topics for clusters within the summary corpus of large language model generated summaries of support call transcriptions, and (iii) resolving, by the telecommunication provider, the client support topics in an actual order that is determined at least in part based on the ranked ordering of client support topics for clusters within the summary corpus.

Embodiments described herein provide for a voice biometrics system execute machine-learning architectures capable of passive, active, continuous, or static operations, or a combination thereof. Systems passively and / or continuously, in some cases in addition to actively and / or statically, enrolling speakers as the speakers speak into or around an edge device (e.g., car, television, radio, phone). The system identifies users on the fly without requiring a new speaker to mirror prompted utterances for reconfiguring operations. The system manages speaker profiles as speakers provide utterances to the system. Machine-learning architectures implement a passive and continuous voice biometrics system, possibly without knowledge of speaker identities. The system creates identities in an unsupervised manner, sometimes passively enrolling and recognizing known or unknown speakers. The system offers personalization and security across a wide range of applications, including media content for over-the-top services and IoT devices (e.g., personal assistants, vehicles), and call centers.

The invention relates to the technical field of call center control, and discloses an unmanned vehicle formation control and obstacle avoidance reconstruction system based on complex road conditions. The system call data acquisition module is used for acquiring multi-source interaction data in real time; the dynamic feature extraction module is used for performing semantic intention hierarchical analysis on the voice stream text conversion data, performing event fragment segmentation on the user behavior time sequence data, and generating an operation track feature vector; the scene clustering engine module is used for performing space-time alignment on the semantic intention hierarchical analysis result and the event fragment segmentation result to generate a multi-dimensional scene clustering tag; the strategy matching core module is used for retrieving an interaction strategy set matched with the current scene from a distributed strategy library according to the multi-dimensional scene clustering label and generating a dynamic control instruction sequence; and the instruction distribution execution module is used for distributing the dynamic control instruction sequences to corresponding seat terminals and voice routing equipment after sorting the dynamic control instruction sequences according to priorities.

The invention discloses an intelligent call dynamic response method and system fusing ASR (automatic voice recognition) and emotion recognition, and is applied to an interaction scene of a voice robot and a call center. The robot response strategy is dynamically adjusted by synchronously analyzing the text content (ASR) and emotional characteristics (such as intonation, speech speed and energy) of the user voice in real time. When the negative emotion is detected, a manual seat is automatically triggered to switch over or switch the pacifying verbal skill; and for the positive emotion of the high-value customer, a precision marketing module is started. The method solves the problems that an existing call center is single in response mode and cannot sense the emotion of a user, and the customer satisfaction and the service conversion rate are remarkably improved.

The embodiment of the present specification provides a kind of gas resource scheduling method and Internet of Things system based on wisdom gas call center, the method is realized by the gas resource scheduling Internet of Things system based on wisdom gas call center, comprising: obtaining the gas use data of different types of gas users, and determining gas use characteristics;Obtain gas demand data;Based on gas use characteristics, gas demand data and the gas maintenance data of wisdom gas call center, predict whether the gas supply of multiple second times meets the gas demand;In response to the gas demand that the gas supply of at least one second time in multiple second times cannot meet, adjust gas allocation scheme.

The embodiment of the specification provides a gas operation method and an Internet of Things system based on a smart gas call center. The method comprises the following steps: acquiring gas user call data of the call center; predicting demand information of different types of users based on the gas user call data, wherein the demand information at least comprises gas product demand and gas service demand; determining and pushing gas operation push features based on the demand information of different types of users, wherein the gas operation push features comprise push type features and push content features.

The invention relates to the technical field of calling in financial and medical scenes, and discloses a call center unified API implementation method, device and equipment and a storage medium, and the method comprises the steps: dividing the type of an API into a first type of interface developed based on the capability of a product and a second type of interface customized and developed by depending on a service system; the method comprises the following steps: receiving a calling request initiated by a heterogeneous service system through a protocol analysis engine, extracting a protocol feature identifier in the calling request to obtain a heterogeneous protocol, uniformly converting the heterogeneous protocol into a standard API protocol format according to a preset protocol conversion rule base, and analyzing the type of an API interface in the conversion process; and executing differentiated routing according to the type of the API interface. In the invention, aiming at the call center of financial and medical scenes, a core framework of a unified API (Application Program Interface) of the call center is constructed, and the interface standardization of a call center system is realized.

The system provides a real-time video and audio communication with a 911 call center to perform effective CPR on a patient experiencing OHCA with real-time monitoring and feedback. The system includes a Mobile App that communicates with a smart phone with camera, a wireless remote-CPR equipment stand and emergency CPR kit. The mobile app will automatically send a link to a caregiver's cell phone responsive to a 911 call placed by the caregiver, to establish a secured video call via which the 911 center can guide the caregiver in performance of CPR until an ambulance arrives. This integrated description provides a comprehensive overview of the AI-driven CPR guidance system, detailing its core components, operational workflow, training processes, and scalability. By combining real-time coaching, advanced diagnostics, and EMS coordination, the system offers a groundbreaking approach to improving OHCA outcomes.

Systems and methods are disclosed for transitioning multi-channel call center customer experience via user interfaces. An example method includes obtaining, by a communications server, contact information of a contact. The example method includes establishing, by the communications server, a first connection between a contact and an agent terminal over a first communication channel. The example method includes establishing, by the communications server, a second connection between the contact and the agent terminal over a second communication channel. The example method includes sending a first communication to the contact from the agent terminal across the second communication channel. The example method includes receiving, at the agent terminal, a second communication from the contact across the second communication channel.

A system, device, and method to reconnect a terminated communication to the original queue and provide queue status over a different communication channel. The method includes receiving a first communication over a first communication channel and placing the first communication in a contact center queue. The method also includes providing a user with an option to terminate the first communication over the first communication channel and receive queue status information over a second communication channel, and in response to the user selecting the option: terminating the first communication while maintaining a queue status in the contact center queue for the first communication; providing the queue status information; in response to the queue status of the first communication being within a threshold, notifying the user to initiate a second communication over the first communication channel; and replacing the first communication in the contact center queue with the second communication.

Disclosed are systems and methods including computing-processes, which may include layers of machine-learning architectures, for assessing risk for calls directed to call center systems using carrier signaling metadata. A computer evaluates carrier signaling metadata to perform various new risk-scoring techniques to determine riskiness of calls and authenticate calls. When determining a risk score for an incoming call is received at a call center system, the computer may obtain certain metadata values from inbound metadata, prior call metadata, or from third-party telecommunications services and executes processes for determining the risk score for the call. The risk score operations include several scoring components, including appliance print scoring, carrier detection scoring, ANI location detection scoring, location similarity scoring, and JIP-ANI location similarity scoring, among others.

The invention discloses a call center work order intelligent distribution system and method supporting multi-channel access, and belongs to the field of call center service systems.The system comprises a multi-channel access engine, an intelligent processing engine, a dynamic distribution engine, a load monitoring module and a knowledge base module; the method comprises the following steps: S1, receiving work order information from multiple channels through a multi-channel access engine; s2, identifying a channel of the obtained work order information through an intelligent processing engine, determining a channel type, carrying out format unification processing and key information extraction, and generating a standard work order; and S3, the dynamic distribution engine distributes the work order to the corresponding customer service staff according to a preset intelligent distribution strategy in combination with the real-time load condition and the historical processing efficiency of the customer service staff. The method has the advantages that multi-channel unified access and automatic information processing are realized, so that the efficiency and the accuracy are greatly improved; the strategy is dynamically and intelligently distributed, and accurate matching is achieved; and real-time load monitoring and knowledge base dynamic updating support strategy continuous optimization.

The invention discloses a FreeSwitch real-time voice monitoring and call control method and a FreeSwitch real-time voice monitoring and call control system based on WebSocket. After the voice monitoring module is dynamically loaded in the FreeSwitch, the real-time voice flow of the call channel is pushed to the voice gateway through the WebSocket according to a uidaudio command; and the gateway completes ASR identification and quality inspection rule matching, and generates a FreeSwitch executable command in real time according to a violation event or an agent manual instruction, thereby realizing closed-loop control such as millisecond-level hang-up, switching and the like. The system does not need an MRCP server, supports multi-channel concurrent monitoring, hot plugging and log tracing, is simple in deployment, low in delay and high in expansibility, and can be widely applied to call center real-time quality inspection and seat auxiliary scenes.

A method of setting up and / or maintaining an emergency call may include a voice connection and / or data connection between a vehicle and an emergency control center. The vehicle executes at least one first protocol to transmit connection set-up data according to the at least one first protocol between the vehicle and at least one server of a server infrastructure outside the vehicle provided for the emergency call, so that the voice connection and / or data connection is set up between the vehicle and the server infrastructure. The voice connection and / or the data connection is continued by the server infrastructure by execution of at least one second protocol via a public telephone network to the emergency control center, so that voice data and / or information data are exchanged between the vehicle and the emergency call center in each case via the emergency call.

A method of leveraging machine learning to predict empathy for improved contact center interactions according to an embodiment includes receiving, by a computing system, at least one user message from a real-time contact center interaction with a user, generating, by an artificial intelligence system of the computing system, at least one empathy score based on the at least one message using the machine learning, wherein each of the at least one empathy score is indicative of a real-time empathy of the user, generating, by the artificial intelligence system of the computing system, an empathetic text response to the at least one user message based on the at least one empathy score, and responding to the at least one user message in the real-time contact center interaction based on the empathetic text response generated by the artificial intelligence system of the computing system.

The embodiments of the present disclosure provide methods and Internet of Things (IoT) systems for maintenance management of a smart gas call center. The method includes: obtaining call consultation data information of a gas user; generating a multi-dimensional location evaluation value of an agent to be evaluated based on the call consultation data information, wherein the agent to be evaluated locates a gas fault type based on the call consultation data information; generating a multi-dimensional maintenance evaluation value of a maintainer to be evaluated based on the call consultation data information, wherein the maintainer to be evaluated performs maintenance based on the gas fault type; and adjusting a work order processing scope of the maintainer to be evaluated and the agent to be evaluated based on the multi-dimensional maintenance evaluation value and the multi-dimensional location evaluation value.

An automated system for generating Frequently Asked Questions (FAQs) from call center interactions includes a call center device for recording audio conversations between agents and customers, and a backend system. The backend system segments the conversation between agent and customer speech, converts the segmented speech into text using an Automatic Speech Recognition engine, and generates FAQs using a Large Language Model. Each FAQ includes a query statement corresponding to the customer's speech and at least one answer statement corresponding to the agent's speech. The system also includes mechanisms for selecting relevant, non-duplicate FAQs, determining the importance of each FAQ based on frequency, sentiment, and coherence scores, and dynamically updating the FAQ database in real-time. A user interface displays the generated FAQs with dropdown arrows to view the answers, enhancing customer service efficiency and accuracy by providing immediate, relevant responses to common inquiries.

The invention provides a call center system and a multi-language intelligent voice translation method thereof. The method belongs to the technical field of artificial intelligence and natural language processing. The method comprises the following steps: carrying out multi-language interaction scene division on a call center system to generate scene classification data; a streaming processing assembly line framework is constructed; the continuous voice is dynamically fragmented into microsecond-level fragments, an ASR module is decoded in real time through an edge computing node, and initial text data is generated; and matching a context memory bank, extracting historical semantic vectors of the first five rounds, and generating a context enhanced text by joint coding. Obvious technical breakthrough and benefit improvement are realized through the technologies of streaming processing assembly line, context enhanced translation, seat correction instant learning and the like; the end-to-end delay is smaller than or equal to 1.5 s (P95), the delay problem in a traditional serial processing mode is greatly reduced, and the strict requirement for real-time interaction is met.

The invention relates to a streaming voice service concurrent processing method based on soft switching, and the method comprises the steps: building and maintaining a global voice recognition channel with an ASR server, continuously forwarding a user voice stream to the ASR server during a whole session period, and receiving a recognition result; processing the recognition result by adopting a finite-state machine and a large language model to generate a response text for multiple rounds of dialogues; and concurrently executing TTS processing while the global speech recognition channel is continuously operated: segmenting a response text into a plurality of segments according to semantics to perform streaming speech synthesis, and immediately sending a pseudo response after receiving first speech data so as to trigger a soft switch system to pre-load a playing buffer area in advance. Through global reception and concurrent processing, smooth multi-round dialogues which can be interrupted at any time are realized, and the interaction delay is reduced from a second level to a millisecond level by using a text fragmentation and early media triggering technology, so that the user experience and the interaction efficiency of an intelligent call center are remarkably improved.

Embodiments are directed to systems and techniques to perform authentication operations in a call center computing environment with transcoded encrypted data.

Systems and methods for improving query creation and AQM are provided. A user interface is provided that allows an analyst to generate and test queries. After the analyst provides a query, one or more subsets of previous call center interactions are selected to test the provided query using methods such as a large language model or string vectorization. Once the subsets of interactions are selected, an LLM is used to evaluate the query against the subset. The evaluations may indicate interactions which were positive and which interactions were negative and may include quotes from the interactions that support the evaluations. The evaluations are presented to the analyst for review, and the analyst may revise the query in view of the evaluations. Once the analyst is satisfied with the performance of the query, the query may be used by the LLM to perform AQM for new interactions in the call center.

Embodiments are directed to systems and techniques to perform device matching during a customer service call. In some examples, the techniques provided herein include receiving, at a call center system, a communication from a device associated with a user account. The method further includes, in response to receiving the communication, sending a message to the device associated with the user account, the message including a link for a user to interact with on a user interface of the device, wherein interaction with the link by the user causes initiation of an application on the device for receiving encrypted data from a contactless card associated with the user account. The method further includes receiving, by the call center system, from an authentication server, an authorization message indicating whether the user account is authorized to maintain the communication based on an evaluation of the encrypted data by the authentication server.

A system for authenticating the identity of a caller (i) receiving one or more online credentials of a caller initiating a phone call, where the one or more online credentials include one or more pieces of biometric information associated with the caller, and the one or more online credentials are received from a mobile device associated with the caller; (ii) requesting one or more additional online credentials associated with the mobile device; (iii) receiving the one or more additional online credentials; (iv) receiving telephone authentication information associated with the phone call; (v) authenticating the caller based, at least in part upon, the one or more online credentials, the one or more additional credentials, and the telephone authentication information; (vi) generating authentication status information based on the authentication of the caller; and (vii) transferring the authentication status information and the phone call to a call recipient.

A computerized-system for converting a time-off request of an agent to a shift-trade with another agent or to a self-swap schedule, in a contact center is provided here in. Upon receiving a time-off request from a source-agent, operating a Time-off Convertor (TC) module. The TC module includes (i) searching open trade requests in dates where the source-agent doesn't have a scheduled-shift, to yield a list-of-trading-agents; (ii) retrieving from the yielded list-of-trading-agents, compatible-agents who do not have a scheduled-shift in the specified date; (iii) presenting the compatible-agents, via a display unit; (iv) enabling the source-agent a selection of an agent from the presented compatible-agents and upon selection of the agent by the source-agent, sending an approval request to the agent; and (v) upon acceptance of the agent, sending to the source-agent and to the agent a trade-success-notification, and operating change of scheduled shifts in one or more WFM MSs.

The application discloses a system and method for non-invasively upgrading a customer service voice telephone into a video telephone, which comprises a video-assisted client module and a video-assisted server module; the video-assisted client module is non-invasively arranged on a customer service platform and is used as an entrance for a customer service to initiate a request for upgrading a current voice call into a video call and a terminal for the customer service to receive a video call; the video-assisted server module is arranged on an enterprise call center and is used for voice-upgrading a video call, and is connected with an SBC call module of the enterprise call center at an upper end and is connected with a PBX module of the enterprise call center at a lower end; during a voice call process, a call is sent to the PBX module, and a call flow remains unchanged with an original flow of the call center. The application retains an original call center architecture and a voice call flow, realizes a video call function and a scene, and maintains an original customer service usage habit unchanged, and only initiates a video service scene when the customer service triggers actively.

Systems, devices, and methods for determining whether a segment of speech was generated by a human or by a machine, such as a robotic voice that is synthesized and used as part of an IVR system. The disclosed approach can be used to assist in implementing a process to automate the detection of the start and end of a hold time during a call to a call center and in response execute a desired action.

A method for incentivizing contact center agents with scheduling perks that includes: receiving a workload forecast and staffing plan for a current shift; receiving a service level target; receiving types of scheduling perks; performing a selection routine for determining a select scheduling perk for offering to a select agent; and sending a scheduling perk offer via electronic communication to the select agent. The selection routine may include: selecting a proposed scheduling perks and a proposed agent; modifying the staffing plan to create a proposed staffing plan that reflects the proposed scheduling perk; predicting a proposed forecasted target adherence using the modified staffing plan; determining whether the proposed forecasted target adherence satisfies a threshold defined by an acceptable forecasted target adherence and, if so, deeming the proposed scheduling perk as select scheduling perk and proposed agent as select agent.

To appropriately assess customer emotions in a call center. [Solution] An information processing device comprising: an acquisition unit that acquires text data indicating the content of a conversation between a customer and an operator in a call center; an evaluation unit that inputs evaluation data based on the text data and a prompt including a request to select from multiple candidates that categorize the customer's emotions into a large language model (LLM) and acquires the output of the large language model to evaluate the customer's emotions; and an output unit that outputs the processing result of the evaluation unit.

A user of a user device initiates a contact center engagement with a first contact center. The first contact center processes a prompt received, by a first contact center software service associated with a first entity. Determine, by the first contact center software service and based on stored data associated with the prompt or an account of the contact center user device, that the prompt relates to a second contact center software service associated with a second entity. Train, using online learning techniques, an artificial intelligence agent of the first contact center software service based on prior responses received from the second contact center software service during a merged contact session. The artificial intelligence agent is capable of providing a resolution to a user of the contact center user device without contacting the second contact center software service after a response is provided to questions in the merged contact session.