Zoom Video Communications, Inc.

Zoom Communications, Inc.

Fengcai Sun

Hui Wen

Melinda Min Xiao-Devins

Maikl Adly Abdel-Malek Eskander

Mengxiao Qian

Wei Dai

Haifeng Geng

A server accesses, during a contact center engagement performed by a software agent configured to generate and output automated responses to prompts, a prompt provided by a contact center user device. The server determines, using a natural language processing engine of the software agent, to use an application programming interface call based on the prompt, the natural language processing engine comprising a generative pre-trained transformer trained to generate natural language responses to natural language prompts. The server transmits an access request representing the application programming interface call to a governance engine configured to generate data structures responsive to application programming interface calls in a format readable by the software agent. The server receives a data structure responsive to the access request from the governance engine. The server generates, using the natural language processing engine, a natural language response based on the data structure.

Integrating an application programming interface with a contact center

Voicemail spam detection is performed based on content of voicemail messages. The content of an incoming voicemail message is compared to a spam template that includes a representation of a spam voicemail. Spam templates may be generated based on spam indications provided by users for voicemail messages they have received. User indications for sufficiently similar voicemail messages may be aggregated by maintaining a vote count for a spam template that reflects how many times a user has indicated a matching voicemail message is spam. A spam template may also include an occurrence count that reflects how many times voicemail messages matching a spam template have been detected in a telephony system. An incoming voicemail message may be compared to spam templates and, responsive to a match of content and/or a corresponding vote count or occurrence count meeting a condition, the voicemail message may be identified as spam.

Voicemail spam detection

Growing community of inventors

Hangzhou, China

Fengcai Sun