Microsoft Technology Licensing, LLC

Nuance Communications, Inc.

Eduardo Olvera

Abhishek Rohatgi

Manar Alazma

Flaviu Gelu Negrean

Manpreet Singh

Dinesh Samtani

There is provided a method that includes obtaining data that describes (a) a situation, (b) a gesture for a response to the situation, (c) a prompt to accompany the response, and (d) a gestural annotation for the response, and utilizing a conversational machine learning technique to train a natural language understanding (NLU) model to address the situation, based on the data.

Gestural prompting based on conversational artificial intelligence

An ambient listening system, includes: an ambient device configure to listen to a conversation between a customer and a sales agent regarding at least one of a desired service and a desired product, and generate an audio stream of the conversation and a unique identifier for the customer; a voice biometrics service module configure to perform at least one of i) identification of the customer based on the audio stream, and ii) voiceprint enrollment of the customer's voice based on the audio stream and the unique identifier for the customer; a business logic module configured to generate at least one business logic output based on at least one of customer's intent and entity extracted from the audio stream; and an automation platform configured to automate, based on the business logic output, the sales agent's workflow related to at least one of customer record, the desired service and the desired product.

Ambient listening system for sales assistance

A method, computer program product, and computer system for placing, by a computing device, a user into a first queue on a first communication channel to converse with a second user. A trigger may be identified for the first communication channel. The user may be sent a self-service option based upon, at least in part, identifying the trigger for the first communication channel, wherein the self-service option is sent on an alternate communication channel while the user is in the first queue.

Systems and methods for queue call waiting deflection

A user service center facilitates communication between a user and an agent at the user service center. At peak use times, the user service center is connected to a surplus of users with respect to its number of agents, and the user service center has the users wait to communicate with an agent. In one embodiment, the system and method described herein give the user the option to reconnect with the user service center at a later, off-peak, time. In exchange, the user is granted an identifier indicating priority access to an agent at the off-peak time. In this way, the user does not have to wait to communicate with an agent during the subsequent communication during the off-peak time.

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Phoenix, AZ, United States of America

Eduardo Olvera