System and methods for tamper proof interaction recording and timestamping

A system and method for securely recording voice communications, comprising an authentication server, further comprising at least a software components operating on a network-capable computing device, and a database, wherein an authentication server verifies the validity of voice communications and a database stores voice communication recordings.

SYSTEM AND METHOD FOR AN OPTIMIZED, SELF-LEARNING AND SELF-ORGANIZING CONTACT CENTER

A system and method for an optimized, self-learning and self-organizing contact center has been developed. This system and method uses principles and tools of information theory, including the latent Dirichlet allocation which reduces information to specific predetermined topics and a distribution of topic related words to infer its hidden, generative underpinnings so to self-organize a contact center, infer its desired electronic versus human make up, and optimally route all customer requests to an electronic resource or a specific human agent best suited to respond to the request for maximal business value per interaction. The system can also infer and respond to changes in customer call center usage. 1. A system for an optimized , self-learning and self-organizing contact center comprising:a topic based routing module stored in a memory of and operating on a processor of a computing device;an interaction information optimization module stored in a memory of and operating on a processor of a computing device; and (a) receives requests for information or assistance by a plurality of means;', '(b) infers the topic distribution of the request based upon information theory based algorithms;', '(c) routes the request to the contact center resource best suited to respond to the request; and, 'wherein the topic based routing module (d) monitors all communication in to and out of the contact center;', '(e) analyzes communication streams for all topics and topic related identifiers;', '(f) creates optimized relationships between identifiers present in analyzed communications and business value related topics attached to contact center resources using information theory algorithms and machine learning., 'wherein the interaction information optimization module2. The system of claim 1 , wherein the interaction information is optimized using information distance calculations.3. The system of claim 1 , wherein an information theory algorithm used may be based upon the latent ...

SYSTEM AND METHODS FOR TAMPER PROOF INTERACTION RECORDING AND TIMESTAMPING

A system and method for securely recording voice communications, comprising an authentication server, further comprising at least a software components operating on a network-capable computing device, and a database, wherein an authentication server verifies the validity of voice communications and a database stores voice communication recordings. 18-. (canceled)9. A system for securely recording voice communications , comprising: provide a timestamping authority to generate timestamps for use throughout the system;', 'publish each timestamp as a zero-value block chain transaction using a distributed block chain network; and', 'generate hashes for use in encrypting interaction recordings; and, 'an authentication server computer, comprising a first memory, a first processor, a first network interface, and a first plurality of programming instructions stored in the memory and operating on the processor, the programming instructions configured to receive an interaction via a network;', 'record the interaction;', 'receive a timestamp and a hash from the timestamping authority;', 'verify the timestamp has not been tampered with by validating a block chain transaction associated with the received timestamp;', 'encrypt the recorded interaction with embedded timestamps using the received hash; and', 'store the encrypted interaction recording with embedded timestamps in a secure database., 'a recording server computer comprising at least a second memory, a second processor, a second network interface, and a second plurality of programming instructions, the programming instructions configured to This application is a continuation-in-part of U.S. patent application Ser. No. 14/170,468, entitled “SYSTEM AND METHOD FOR TAMPER PROOF INTERACTION RECORDING AND TIMESTAMPING”, filed on Jan. 31, 2014, which is a continuation of U.S. patent application Ser. No. 13/936,146, entitled “SYSTEM AND METHODS FOR SECURE DATA RECORDING AND TIMESTAMPING”, filed on Jul. 6, 2013, the ...

SYSTEM AND METHODS FOR TAMPER PROOF INTERACTION RECORDING AND TIMESTAMPING

A system and method for securely recording voice communications, comprising an authentication server, further comprising at least a software components operating on a network-capable computing device, and a database, wherein an authentication server verifies the validity of voice communications and a database stores voice communication recordings. 1. A system for securely recording voice communications , comprising: provide a timestamping authority to generate a timestamp;', 'publish the timestamp as a block chain transaction using a distributed block chain network; and', 'generate a hash for use in encrypting interaction recordings; and, 'an authentication server computer, comprising a memory, a processor, and program code, wherein the program code, when executed by the processor, causes the processor toa recording server computer comprising another memory, another processor, and another program code, wherein the another program code, when executed by the another processor, causes the another processor to:receive an interaction via a network;record the interaction;receive the timestamp and the hash from the timestamping authority;verify the timestamp has not been tampered with by validating the block chain transaction;encrypt the recorded interaction with the timestamp embedded therein using the received hash; andstore the encrypted interaction recording in a secure database.2. A method for securely recording voice communications , the method comprising the steps of:providing, using an authentication server computer, comprising a memory, a processor, a network interface, and program code, a timestamping authority to generate a timestamp;publishing the timestamp as a block chain transaction using a distributed block chain network;generating a hash for use in encrypting interaction recordings;receiving, at a recording server computer comprising another memory, another processor, and another program code, an interaction via a network;recording the interaction; ...

SYSTEM AND METHOD FOR INTELLIGENT SALES ENGAGEMENT

A system for automatically automatic workflow triggering using real-time analytics, comprising an analytics server that receives and analyzes interaction information and a workflow server that produces workflow events based on the analysis, sends workflow events to handlers for processing, retrieves workflow-related data, and produces workflow reports for review, and a method for automatically automatic workflow triggering using real-time analytics. 1. A system for intelligent sales engagement , comprising:a pre-integrated graph module comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device;a machine learning module comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device; andan optimization module comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device; (a) monitors and captures events from source systems and constructs an event graph of multichannel interactions and attributes including firm demographics and sales rep attributes;', '(b) automatically reduces the graph to the significant state transitions, effectively reverse engineering the sales process from available actual event data;', '(c) runs in an adaptive mode where reducing the graph happens periodically or continuously; and', '(d) supports different pre-defined topologies of funnel, circle and journey;, 'wherein, the pre-integrated graph module (e) trains a family of predictive machine-learning models for any transition of interest (or for all transitions) of the reduced graph and performs validation of the accuracy (AUC) of each predictive machine learning model;', '(f) chooses different model types for different transitions based on model with highest accuracy, model then estimates the conditional probability of the transition from ...

METHOD AND APPARATUS FOR OPERATING A COMPUTER-TELEPHONY SYSTEM

One embodiment of the invention provides a method of operating a computer-telephony system. The method comprises providing computer-telephony support for a plurality of customers. Each customer maintains customer relationship management (CRM) data. The CRM data is uploaded from the plurality of customers into a computer-telephony database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardized format for the computer-telephony database. Telephone calls can then be handled using the transformed CRM data in the computer-telephony database.

SYSTEM AND METHOD FOR AN OPTIMIZED, SELF-LEARNING AND SELF-ORGANIZING CONTACT CENTER

A system and method for an optimized, self-learning and self-organizing contact center has been developed. This system and method uses principles and tools of information theory, including the latent Dirichlet allocation which reduces information to specific predetermined topics and a distribution of topic related words to infer its hidden, generative underpinnings so to self-organize a contact center, infer its desired electronic versus human make up, and optimally route all customer requests to an electronic resource or a specific human agent best suited to respond to the request for maximal business value per interaction. 1. A system for an optimized , self-learning and self-organizing contact center comprising:a topic-based routing module stored in a memory of and operating on a processor of a computing device;an interaction information optimization module stored in a memory of and operating on a processor of a computing device; and monitors all communication into and out of the contact center;', 'analyzes each communication stream to identify topic-related identifiers; and', 'creates optimized relationships between topic-related identifiers present in analyzed communications and business value-related topics attached to contact center resources using information theory algorithms and machine learning; and, 'wherein the interaction information optimization module receives a text request for assistance from a user via a network;', 'infers the topic distribution of the request based using an information theory algorithm;', 'receives an optimal contact center resource to service the request for information from the interaction information optimization module; and', 'routes the request to the contact center resource best suited to respond to the request., 'wherein the topic based routing module2. The system of claim 1 , wherein the interaction information is optimized using information distance calculations.3. The system of claim 1 , wherein an information theory ...

SYSTEM AND METHOD FOR INTELLIGENT SALES ENGAGEMENT

A system for automatically automatic workflow triggering using real-time analytics, comprising an analytics server that receives and analyzes interaction information and a workflow server that produces workflow events based on the analysis, sends workflow events to handlers for processing, retrieves workflow-related data, and produces workflow reports for review, and a method for automatically automatic workflow triggering using real-time analytics.

System and methods for tamper proof interaction recording and timestamping

A system and method for securely recording voice communications, comprising an authentication server, further comprising at least a software components operating on a network-capable computing device, and a database, wherein an authentication server verifies the validity of voice communications and a database stores voice communication recordings.

Method and apparatus for operating a computer-telephony system

One embodiment of the invention provides a method of operating a computer-telephony system. The method comprises providing computer-telephony support for a plurality of customers. Each customer maintains customer relationship management (CRM) data. The CRM data is uploaded from the plurality of customers into a computer-telephony database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardized format for the computer-telephony database. Telephone calls can then be handled using the transformed CRM data in the computer-telephony database.

METHOD AND APPARATUS FOR HANDLING A TELEPHONE CALL

A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile of the caller by matching the indicia to a previously-stored indicia in a call history database collocated with the CTI server, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers. 1. A method of handling a telephone call within a telephone network , the method comprising the steps of:(a) providing a multi-tenanted computer-telephony integration (CTI) server located within a telecommunications network and adapted to receive telephone calls via a telephony interface on behalf of a plurality of outlets offering products or services to callers, the CTI server located outside the customer premises of the various outlets;(b) receiving a telephone call to one of the outlets at the telephony interface of the CTI server;(c) using an indicia received with or substantially at the same time as the received call to identify a calling party and to retrieve a profile of the calling party by matching the indicia to a previously-stored indicia in a call history database collocated with the CTI server, wherein the profile comprises at least a plurality of previous orders processed by one or more of the outlets on behalf of the calling party;(d) if no agent is available to immediately receive the telephone call, queuing the call at the CTI server; and(e) when an agent becomes available, forwarding the call from the ...

METHOD AND APPARATUS FOR HANDLING A TELEPHONE CALL

A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile from a cloud-based CRM system of the caller by matching the indicia to a previously-stored indicia in a call history database, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers. 1. A method of handling a telephone call within a telephone network , the method comprising the steps of:(a) providing a multi-tenanted computer-telephony integration (CTI) server located within a telecommunications network and adapted to receive telephone calls via a telephony interface on behalf of a plurality of contact centers located on the premises of a plurality of enterprises, the CTI server located outside the customer premises of the various outlets;(b) receiving a telephone call to one of the outlets at the telephony interface of the CTI server;(c) using an indicia received with or substantially at the same time as the received call to identify a calling party and to retrieve a profile of the calling party from a cloud-based CRM system located remotely from the CTI server and from the plurality of contact centers by matching the indicia to a previously-stored indicia in a call history database collocated with the CTI server, wherein the profile comprises at least a plurality of previous orders processed by one or more of the outlets on behalf of the calling party;(d) if no agent is available to immediately ...

SYSTEM AND METHODS FOR TAMPER PROOF INTERACTION RECORDING AND TIMESTAMPING

A system and method for securely recording voice communications, comprising an authentication server, further comprising at least a software components operating on a network-capable computing device, and a database, wherein an authentication server verifies the validity of voice communications and a database stores voice communication recordings. 1. A system for securely recording voice communications , comprising:an authentication server, comprising a software component stored and operating on a network-connected computing device; anda database, comprising a software component stored and operating on a computing device;wherein the authentication server receives an interaction via a communication network;wherein the authentication server generates authentication information based at least in part on the interaction; andwherein the database stores the authentication information.2. The system of claim 1 , further comprising a timestamping authority claim 1 , comprising a software component stored and operating on a network-connected computing device;wherein the timestamping authority generates timestamping information for an interaction, andwherein the authentication information is based at least in part on the timestamping information.3. The system of claim 1 , further comprising a web server claim 1 , comprising a software component stored and operating on a network-connected computing device;wherein the web server receives input from a user via the network, andwherein the web server communicates with the authentication server based at least in part on the user input.4. The system of claim 2 , further comprising an application server claim 2 , comprising a software component stored and operating on a network-enabled computing device;wherein the application server provides interactive software elements to the web server, andwherein the web server presents the interactive elements to the user.5. The system of claim 1 , further comprising a recording server stored and ...

CONCEPT-BASED SEARCH AND CATEGORIZATION

A system and method for concept-based search and categorization that uses a lexical database to take a search term and from this to build a set of concepts and related terms and then searches stemmed or lemmatized text from a call transcription, email or chat message to perform categorization based on these concepts. 1. A system for concept-based search and categorization , comprising: receive an interaction via a network,', "produce a full-text transcript of the interaction's content, and", 'store the full-text transcript in a searchable database;, 'a network-connected media server computer comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory, the programming instructions, when executed by the processor, cause the processor to create a plurality of search terms from the full-text transcript retrieved from the searchable database;', 'perform a plurality of stemming or lemmatizing operations on the plurality of search terms;', 'query a lexical database via the network using the plurality of search terms to find a plurality of additional search terms, the plurality of additional search terms related and similar to the plurality of search terms;', 'expand, using the plurality of additional search terms, the plurality of search terms into an expanded search query;', 'search at least a portion of the searchable database based at least in part on the expanded search query to create a plurality of search results; and', 'produce a stemmed or lemmatized transcript based on at least a portion of the plurality of search results;', 'store the stemmed or lemmatized transcript in the searchable database., 'a network-connected concept-based search engine comprising at least another processor, another memory, and another plurality of programming instructions stored in the another its memory, the another plurality of programming instructions, when executed by the another processor, cause the another processor to2. A method for ...

CONVERSATION ANALYTICS

A system for conversation analytics comprising an analytics server stored and operating on a network-connected device that receives and processes conversations from various sources over a communications network, a plurality of communication bridges that may connect to and receive communication data from various communication endpoints, a media server that receives communication data from the bridges and provides this data to the analytics server for analysis, and a database that may store data from various elements of the system and provide them as needed for future reference. 1. A system for conversation analytics , comprising:an analysis server stored and operating on a network-connected computing device;a media server stored and operating on a network-connected computing device;a plurality of communication bridges stored and operating on network-connected computing devices; anda database stored and operating on a network-connected computing device;wherein the communication bridges receive a plurality of communication data via a communication network and provide the data to the media server;wherein the media server receives the plurality of communication data from the communication bridges and provides the data to the analysis server;wherein the analysis server receives and analyzes the communication data and stores the analysis results in the database; andwherein the analysis server forms associations based on similarities in the plurality of communication data.2. The system of claim 1 , further wherein the media server stores the communication data and associations in the database.3. The system of claim 2 , further wherein the analysis server performs analysis on stored communication data.4. The system of claim 1 , wherein the media server is also a communication bridge.5. A method for conversation analytics claim 1 , comprising the steps:receiving a plurality of communication data;presenting the communication data for analysis;analyzing the communication data; ...

System and method for integrated virtual assistant-enhanced customer service

A system for integrated virtual assistant and contact center end-to-end functionality, which allows users to use their personal virtual assistant (such as SIRI, Amazon Alexa, Google Assistant, Cortana, and others) to extend functionality and communicate with other VA's and with contact centers through an interface, for services and functionality to be improved and automated.

OPTIMAL HUMAN-MACHINE CONVERSATIONS USING EMOTION-ENHANCED NATURAL SPEECH USING HIERARCHICAL NEURAL NETWORKS AND REINFORCEMENT LEARNING

A system and method for emotion-enhanced natural speech using dilated convolutional neural networks, wherein an audio processing server receives a raw audio waveform from a dilated convolutional artificial neural network, associates text-based emotion content markers with portions of the raw audio waveform to produce an emotion-enhanced audio waveform, and provides the emotion-enhanced audio waveform to the dilated convolutional artificial neural network for use as a new input data set. 1. A system for emotion-enhanced natural speech audio generation using dilated convolutional neural networks , comprising:an automated emotion engine comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device and configured to provide a plurality of input data to, and receive a plurality of output data from, a dilated convolutional artificial neural network;wherein the automated emotion engine is configured to receive at least a raw audio waveform from the dilated convolutional artificial neural network; andwherein the automated emotion engine is configured to recognize a plurality of emotional states within the raw audio waveform.2. The system of claim 1 , wherein the automated emotion engine is configured to produce an emotion-enhanced audio waveform by associating a plurality of emotion content markers claim 1 , each comprising at least a text label describing an emotional state claim 1 , with at least a portion of the audio waveform.3. The system of claim 2 , wherein the automated emotion engine is configured to provide the emotion-enhanced audio waveform to the dilated convolutional artificial neural network as an input data set.4. The system of claim 1 , wherein at least a portion of the emotion content markers are based on a text-to-speech script that was used in the generation of the raw audio waveform.5. A method for emotion-enhanced natural speech audio generation using dilated ...

ENHANCED HUMAN/MACHINE WORKFORCE MANAGEMENT USING REINFORCEMENT LEARNING

A system and method for enhanced human/machine workforce management using reinforcement learning, comprising a reinforcement learning server that produces a partially-observable Markov chain model, and an optimization server that uses the partially-observable Markov chain model to select work items and assign them to contact center resources. 1. A system for enhanced human/machine workforce management using reinforcement learning comprising: receive a plurality of historical data from a contact center;', 'form a partially-observable Markov chain model based at least in part on at least a portion of the historical data;', 'provide the partially-observable Markov chain model to an optimization server;, 'a reinforcement learning server comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a computing device and configured to receive a partially-observable Markov chain model from a reinforcement learning server;', 'select a plurality of work tasks based at least in part on the partially-observable Markov chain model;', 'select a plurality of contact center resources;', 'assign each of the selected work tasks to at least one of the plurality of contact center resources;', "record and analyze a plurality of observations based on each selected resource's performance of each work task assigned to it;", 'provide the observations to the reinforcement learning server;, 'an optimization server comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a computing device and configured to observe and analyze a plurality of historical data from a contact center;', 'provide at least a portion of the historical data to a reinforcement learning server;', 'define a plurality of reward values to direct the operation of the reinforcement learning server; and', 'design and train a Markov decision process model based at least in part on the partially- observable Markov chain model ...

SYSTEM AND METHOD FOR INTEGRATED VIRTUAL ASSISTANT-ENHANCED CUSTOMER SERVICE

A system for integrated virtual assistant and contact center end-to-end functionality, which allows users to use their personal virtual assistant (such as SIRI, Amazon Alexa, Google Assistant, Cortana, and others) to extend functionality and communicate with other VA's and with contact centers through an interface, for services and functionality to be improved and automated. 1. A system for virtual assistant-facilitated contact center communications , comprising: receive a first request from a consumer virtual assistant application operating on a consumer device over a network;', 'transmit the first request to an internal system of the contact center other than the virtual assistant server;', 'receive from the internal system a second request for additional information related to the first request; and', 'transmit, over the network, a natural language query to the consumer virtual assistant application based on the second request., 'a virtual assistant server associated with a contact center and comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and executed by the processor, wherein the programming instructions, when executed by the processor, cause the processor to2. The system of claim 1 , wherein the consumer device is a smartphone.3. The system of claim 1 , wherein the consumer device is a virtual assistant platform.4. The system of claim 1 , wherein the network is the Internet.5. The system of claim 1 , wherein the network is a public-switched telephony network. The disclosure relates to the field of contact centers, and more particularly to the field of integrating consumer-facing virtual assistants with contact centers to deliver virtual assistant-enhanced customer service.As Virtual Assistants (VAs) become more and more widespread, and particularly as they are applied to home control and home assistant functions (as exemplified by AMAZON ECHO™), they become a natural entry point for consumers to ...

SYSTEM AND METHODS FOR TAMPER PROOF INTERACTION RECORDING AND TIMESTAMPING

A system and method for securely recording voice communications, comprising an authentication server, further comprising at least a software components operating on a network-capable computing device, and a database, wherein an authentication server verifies the validity of voice communications and a database stores voice communication recordings. 1. A system for securely recording voice communications , comprising:a recording server computer comprising another memory, another processor, and another program code, wherein the another program code, when executed by the another processor, causes the another processor to:receive an interaction via a network;record the interaction;receive a timestamp and a hash from a timestamping authority;verify the timestamp has not been tampered with by validating a block chain transaction;encrypt the recorded interaction with the timestamp embedded therein using the received hash; andstore the encrypted interaction recording in a secure database.2. A method for securely recording voice communications , the method comprising the steps of:receiving, at a recording server computer comprising another memory, another processor, and another program code, an interaction via a network;recording the interaction;receiving a timestamp and a hash from a timestamping authority;verifying the timestamp has not been tampered with by validating a block chain transaction;encrypting the recorded interaction with the timestamp embedded therein using the received hash; andstoring the encrypted interaction recording in a secure database.3. The system of claim 1 , further comprising an authentication server computer claim 1 , comprising a memory claim 1 , a processor claim 1 , and program code claim 1 , wherein the program code claim 1 , when executed by the processor claim 1 , causes the processor to:provide a timestamping authority to generate a timestamp;publish the timestamp as a block chain transaction using a distributed block chain network; ...

SYSTEM AND METHOD FOR TEXT CATEGORIZATION AND SENTIMENT ANALYSIS

A system and method for improved categorization and sentiment analysis which is fed textual data such as transcriptions or collated data from a network enabled service, or some other source, which then segments textual data into chunks, parses the data chunks, and analyzes it using a plurality of techniques and metadata gathering methods to determine the sentiment of participating individuals concerning entities mentioned in the textual data and to categorize the discussions, for the purpose of taking actions to improve business outcomes. 1. A system for categorization and sentiment analysis , comprising: receive input in text form;', 'break the text into chunks of text comprising words and phrases; and', 'compute sentiment on the text at the chunk level; and, 'a chunk parser comprising at least a plurality of programming instructions stored in a memory and operating on at least one processor of a computer, wherein the programmable instructions, when operating on the at least one processor, cause the at least one processor to categorize the text into pre-defined categories using regular expression rules and store the categorization;', 'if no regular expression rule is matched, forward the chunked text to a semantic similarity engine; and, 'a deterministic rules engine comprising at least a plurality of programming instructions stored in a memory and operating on at least one processor of a computer, wherein the programmable instructions, when operating on the processor, cause the processor to receive chunked text;', 'represent each chunk of text as a vector embedded in a high dimensional space representing semantic characteristics of the chunked text;', 'categorize the chunked text into pre-defined categories using a threshold semantic similarity distance (hypersphere radius) from any of a set of pre-defined anchor word sequences for each category; and', 'if no sufficiently close match is found to any pre-defined category anchor word sequences, forward the chunked ...

SYSTEM AND METHODS FOR TAMPER PROOF INTERACTION RECORDING AND TIMESTAMPING

A system and method for securely recording voice communications, comprising an authentication server, further comprising at least a software components operating on a network-capable computing device, and a database, wherein an authentication server verifies the validity of voice communications and a database stores voice communication recordings. 1. A system for securely recording voice communications , comprising: generate a timestamp;', 'publish the timestamp as a zero-value block chain transaction using a distributed block chain network; and', 'generate a hash for use in encrypting a recording of an interaction; and, 'an authentication server computer, comprising a memory, a processor, and program code, wherein the program code, when executed by the processor, causes the processor to receive the interaction via a network, the interaction comprising a plurality of conversations each comprising at least one of the following media types: audio, video, email, and short message service (SMS);', 'generate the recording of the interaction;', 'receive the timestamp and hash from the authentication server;', 'verify the timestamp has not been tampered with by validating the zero-value block chain transaction;', 'encrypt the recorded interaction with the timestamp embedded therein using the received hash; and', 'store the encrypted interaction recording in a secure database., 'a recording server computer comprising another memory, another processor, and another program code, wherein the another program code, when executed by the another processor, causes the another processor to2. A method for securely recording voice communications , the method comprising the steps of:providing, using an authentication server computer, comprising a memory, a processor, a network interface, and program code, a timestamp;publishing, by the authentication server, the timestamp as a zero-value block chain transaction using a distributed block chain network; andgenerating a hash for use in ...

SYSTEM AND METHOD FOR AN OPTIMIZED, SELF-LEARNING AND SELF-ORGANIZING CONTACT CENTER

A system and method for an optimized, self-learning and self-organizing contact center has been developed. This system and method uses principles and tools of information theory, including the latent Dirichlet allocation which reduces information to specific predetermined topics and a distribution of topic related words to infer its hidden, generative underpinnings so to self-organize a contact center, infer its desired electronic versus human make up, and optimally route all customer requests to an electronic resource or a specific human agent best suited to respond to the request for maximal business value per interaction. 1. A self-learning and self-organizing contact center routing system comprising:a topic-based routing module stored in a memory of and operating on a processor of a computing device; andan interaction information optimization module stored in a memory of and operating on a processor of a computing device; [ analyzes the incoming communication using a probabilistic model to identify a topic within the incoming communication;', 'sends the incoming communication and the topic to the topic-based routing module;', 'receives an outgoing communication from the topic-based routing module sent in response to the incoming communication;, 'receives a plurality of incoming communications to a contact center, and for each incoming communication, 'determines an effectiveness of the outgoing communication by comparing the outgoing communication with a plurality of similar outgoing communications on the topic; and', "updates a ranking of a plurality of human agents in the contact center based on each agent's proficiency with the topic; and"], 'wherein the interaction information optimization module receives the incoming communication;', 'routes the incoming communication to one of the plurality of human agents based on the topic and the ranking;', 'receives an outgoing communication, the outgoing communication comprising a response to the incoming communication ...

SYSTEM AND METHODS FOR TAMPER PROOF INTERACTION RECORDING AND TIMESTAMPING

A system and method for securely recording voice communications, comprising a network-connected computer server and an authentication system which verifies the validity of voice communications. 1. A system for securely recording voice communications , comprising: receive an interaction via a network, the interaction comprising a plurality of conversations each comprising one or more of the following media types: audio, video, email, and short message service (SMS);', 'generate a recording of the interaction;', 'receive a timestamp and hash of the recording as part of an authentication process of the recording;', 'encrypt the recorded interaction with the timestamp embedded therein using the received hash; and', 'store the encrypted interaction recording in a secure database., 'a network-connected computer server comprising a memory, a processor, and a first plurality of programming instructions stored in the memory which, when executed by the processor, causes the network-connected computer server to2. The system of claim 1 , wherein the authentication process is performed by an authentication system comprising a second plurality of programming instructions stored in the memory which claim 1 , when executed by the processor claim 1 , causes the network-connected computer server to:receive the recording;generate the timestamp; andgenerate the hash of the recording.3. The system of claim 2 , wherein the authentication system is further configured to verify that the timestamp has not been tampered with.4. The system of claim 3 , wherein authentication system is further configured to:publish the timestamp as a zero-value block chain transaction for the recording using a distributed block chain network; andverify that the timestamp has not been tampered with by validating the zero-value block chain transaction for the recording;5. A method for securely recording voice communications claim 3 , the method comprising the steps of:receiving, at a network-connected computer ...

SYSTEM AND METHOD FOR TEXT CATEGORIZATION AND SENTIMENT ANALYSIS

A system and method for improved categorization and sentiment analysis which is fed textual data such as transcriptions or collated data from a network enabled service, or some other source, which then segments textual data into chunks, parses the data chunks, and analyzes it using a plurality of techniques and metadata gathering methods to determine the sentiment of participating individuals concerning entities mentioned in the textual data and to categorize the discussions, for the purpose of taking actions to improve business outcomes. 1. A system for categorization and sentiment analysis , comprising: receiving input text; and', 'breaking the input text into chunks of text comprising words and phrases;, 'a chunk parser for'}a chunk sentiment analyzer for assigning a sentiment to each chunk of text;a deterministic rules engine for categorizing each chunk of text into a first set of semantic categories using regular expression rules; adding a vector to each chunk of text representing the semantic characteristics of that chunk of text; and', 'categorizing the chunks of text into a second set of semantic categories based on a threshold semantic distance from one or more category anchor vectors;, 'a semantic similarity engine for'}a semantic cluster discover engine for categorizing chunks of text into a third set of semantic categories based on their clustering relative to one another, for those chunks of text which do not fall within the threshold distance from any of the one or more category anchor vectors; and comparing the first, second, and third sets of semantic categories to identify contextual associations between the chunks of text in each semantic category; and', 'calculating a sentiment for the input text based on the contextual associations., 'a category comparator and integrator for'}2. The system of claim 1 , further comprising a sequence reducer and embedder forafter sentiment has been calculated on each chunk of text, reducing each chunk of text ...

SYSTEM AND METHODS FOR TAMPER PROOF INTERACTION RECORDING AND TIMESTAMPING

A system and method for securely recording voice communications, comprising an authentication server, further comprising at least a software components operating on a network-capable computing device, and a database, wherein an authentication server verifies the validity of voice communications and a database stores voice communication recordings. 1. A system for securely recording voice communications , comprising: generate a timestamp;', 'publish the timestamp as a zero-value block chain transaction using a distributed block chain network; and', 'generate a hash for use in encrypting a recording of an interaction; and, 'an authentication server computer, comprising a memory, a processor, and program code, wherein the program code, when executed by the processor, causes the processor to receive the interaction via a network, the interaction comprising a plurality of conversations each comprising at least one of the following media types: audio, video, email, and short message service (SMS);', 'generate the recording of the interaction;', 'receive the timestamp and hash from the authentication server;', 'verify the timestamp has not been tampered with by validating the zero-value block chain transaction;', 'encrypt the recorded interaction with the timestamp embedded therein using the received hash; and', 'store the encrypted interaction recording in a secure database., 'a recording server computer comprising another memory, another processor, and another program code, wherein the another program code, when executed by the another processor, causes the another processor to2. A method for securely recording voice communications , the method comprising the steps of:providing, using an authentication server computer, comprising a memory, a processor, a network interface, and program code, a timestamp;publishing, by the authentication server, the timestamp as a zero-value block chain transaction using a distributed block chain network; andgenerating a hash for use in ...

System and method for intelligent sales engagement

A system for automatically automatic workflow triggering using real-time analytics, comprising an analytics server that receives and analyzes interaction information and a workflow server that produces workflow events based on the analysis, sends workflow events to handlers for processing, retrieves workflow-related data, and produces workflow reports for review, and a method for automatically automatic workflow triggering using real-time analytics.

Conversation analytics

A system for conversation analytics comprising an analytics server stored and operating on a network-connected device that receives and processes conversations from various sources over a communications network, a plurality of communication bridges that may connect to and receive communication data from various communication endpoints, a media server that receives communication data from the bridges and provides this data to the analytics server for analysis, and a database that may store data from various elements of the system and provide them as needed for future reference.

OPTIMAL HUMAN-MACHINE CONVERSATIONS USING EMOTION-ENHANCED NATURAL SPEECH USING HIERARCHICAL NEURAL NETWORKS AND REINFORCEMENT LEARNING

A system and method for emotion-enhanced natural speech using dilated convolutional neural networks, wherein an audio processing server receives a raw audio waveform from a dilated convolutional artificial neural network, associates text-based emotion content markers with portions of the raw audio waveform to produce an emotion-enhanced audio waveform, and provides the emotion-enhanced audio waveform to the dilated convolutional artificial neural network for use as a new input data set. 1. A system for emotion-enhanced natural speech audio generation using dilated convolutional neural networks , comprising:a first dilated convolutional artificial neural network;a second dilated convolutional artificial neural network; train the first dilated convolutional artificial neural network to recognize emotion in text-based content by processing a plurality of text-based training data through the first dilated convolutional artificial neural network;', 'receive a first set of output data from the first dilated convolutional artificial network, the first set of output data comprising probability-based associations of text with emotions;', 'train the second dilated convolutional artificial neural network to recognize emotion in audio-based content by providing a plurality of audio-based training-data through the second dilated convolutional artificial neural network, the audio-based training data corresponding to the text-based training data;', 'receive a second set of output data from the second dilated convolutional artificial network, the second set of output data comprising probability-based associations of modulations of sounds with emotions;', 'construct an emotion injection model by associating text from the first set of output data with sounds from the second set of output data based on the emotions associated with each; and, 'a neural network trainer, comprising a first plurality of programming instruction stored in a memory of, and operating on a processor of, a ...

SYSTEM AND METHODS FOR USING CONVERSATIONAL SIMILARITY FOR DIMENSION REDUCTION IN DEEP ANALYTICS

A system for using conversational similarity for dimension reduction in deep analytics, comprising a self-learning interaction optimizer that receives string-based data from a contact center and analyzes it to produce a plurality of information similarity vectors, provides the vectors to a neural network and receives output vectors from the neural network, and produces context data from the output vectors and associates the context data with the original string-based data. 1. A system that uses conversational similarity to reduce dimensional complexity within contact center analysis operations , comprising: observe and analyze string-based data from a contact center system via a network;', 'produce a plurality of information similarity vectors based at least in part on the analysis;', 'provide at least a portion of the information similarity vectors as input variables to a dilated convolutional artificial neural network;', 'receive a plurality of output vectors from the dilated convolutional artificial neural network;', 'produce context data based at least in part on the output vectors;', 'associate at least a portion of the context data with at least a portion of the string-based data;, 'a self-learning interaction optimizer comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a computing, wherein the programmable instructions, when operating on the processor, cause the processor towherein the self-learning interaction optimizer transmits at least a portion of the string-based data and the corresponding associated context data as output to a plurality of contact center resources, the contact center resources comprising a routing server; andwherein the routing server routes an inbound interaction to a destination contact center resource based at least in part on the received context data associated with string-based data.2. The system of claim 1 , wherein the analysis comprises a comparison of word ...

Method and apparatus for handling a telephone call

One embodiment of the invention provides a method of handling a telephone call in a computer-telephony system. The method comprises providing a plurality of stored informational audio messages within the computer-telephony system. A telephone call is then received at the computer-telephony system from a caller (200) and information is obtained relating to the caller (210). The computer- telephony system then selects one of the stored informational audio messages (230) based on the obtained information relating to the caller (220) then plays the selected stored informational audio message to the caller (240).

System and methods for tamper proof interaction recording and timestamping

Method and system for handling a telephone call

Method and apparatus for handling a telephone call

A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile of the caller by matching the indicia to a previously-stored indicia in a call history database collocated with the CTI server, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers.

Optimal human-machine conversations using emotion-enhanced natural speech using hierarchical neural networks and reinforcement learning

A system and method for emotion-enhanced natural speech using dilated convolutional neural networks, wherein an audio processing server receives a raw audio waveform from a dilated convolutional artificial neural network, associates text-based emotion content markers with portions of the raw audio waveform to produce an emotion-enhanced audio waveform, and provides the emotion-enhanced audio waveform to the dilated convolutional artificial neural network for use as a new input data set.

Concept-based search and categorization

A system and method for concept-based search and categorization that uses a lexical database to take a search term and from this to build a set of concepts and related terms and then searches stemmed or lemmatized text from a call transcription, email or chat message to perform categorization based on these concepts.

Optimal human-machine conversations using emotion-enhanced natural speech using artificial neural networks and reinforcement learning

A system and method for emotion-enhanced natural speech using artificial neural networks, wherein two artificial neural networks are trained to recognize emotion in text-based content and audio-based content by processing text-based training data and audio-based training data, wherein the audio-based training data corresponds to the text-based training data; and an emotion injection model is created by associating text from output data of one of the artificial neural networks with sounds from output data of a second of the artificial neural networks based on the emotions associated with each.

Concept-based search and categorization

A system and method for concept-based search and categorization that uses a lexical database to take a search term and from this to build a set of concepts and related terms and then searches stemmed or lemmatized text from a call transcription, email or chat message to perform categorization based on these concepts.

Concept-based search and categorization

System and method for intelligent sales engagement

A system for automatically automatic workflow triggering using real-time analytics, comprising an analytics server that receives and analyzes interaction information and a workflow server that produces workflow events based on the analysis, sends workflow events to handlers for processing, retrieves workflow-related data, and produces workflow reports for review, and a method for automatically automatic workflow triggering using real-time analytics.

System and method for text categorization and sentiment analysis

A system and method for improved categorization and sentiment analysis which is fed textual data such as transcriptions or collated data from a network enabled service, or some other source, which then segments textual data into chunks, parses the data chunks, and analyzes it using a plurality of techniques and metadata gathering methods to determine the sentiment of participating individuals concerning entities mentioned in the textual data and to categorize the discussions, for the purpose of taking actions to improve business outcomes.

Using conversational similarity for dimension reduction in deep analytics

A system for using conversational similarity for dimension reduction in deep analytics, comprising a self-learning interaction optimizer that receives string-based data from a contact center and analyzes it to produce a plurality of information similarity vectors, provides the vectors to a neural network and receives output vectors from the neural network, and produces context data from the output vectors and associates the context data with the original string-based data.

Method and apparatus for operating a computer-telephony system

One embodiment of the invention provides a method of operating a computer-telephony system. The method comprises providing computer-telephony support for a plurality of customers. Each customer maintains customer relationship management, CRM data. The CRM data is uploaded from the plurality of customers into a computer-telephony database. The uploading includes transforming the CRM data from an original format maintained by the respective customer into a standardised format for the computer-telephony database. Telephone calls can then be handled using the transformed CRM data in the computer-telephony database.

Method and apparatus for operating a computer-telephony system

System and method for intelligent sales engagement

A system for automatically automatic workflow triggering using real-time analytics, comprising an analytics server that receives and analyzes interaction information and a workflow server that produces workflow events based on the analysis, sends workflow events to handlers for processing, retrieves workflow-related data, and produces workflow reports for review, and a method for automatically automatic workflow triggering using real-time analytics.