Language Line Services, Inc.

James Boutcher

Jeffrey Cordell

Lindsay D'Penha

Jordy Boom

Adam Caldwell

Scott Swanson

A computer-implemented contact center platform has a receiver that receives a service request for a service provided by a remotely situated service server. Further, the computer-implemented contact center platform has a transmitter that sends, to a customer relationship management system via a network, a data request for data pertaining to the service request via a first function call through an application programming interface corresponding to a remotely-situated customer relationship management system that stores one or more records pertaining to the service. The computer-implemented contact center platform is distinct from the remotely-situated customer relationship management system. Further, the computer-implemented contact center platform has a memory device have a data cache that stores the data pertaining to the service request.

Resiliency configuration for a cloud-based contact center system

A configuration is implemented to establish, with a processor, an interactive voice response system that is operable in a first human-spoken language. Further, the configuration receives, with the processor, a communication request through a designated communication channel for a second human-spoken language. The second human-spoken language is distinct from the first human-spoken language. Moreover, the configuration generates, with the processor, a simulated interactive voice response system that provides a service in the second human-spoken language. The simulated interactive voice response system routes a request in the second human-spoken language to a machine interpreter that translates the request into the first human-spoken language. The translated request is provided to the interactive voice response system to process the request in the first human-spoken language. Further, the processed request is translated by the machine interpreter for output by the simulated interactive voice response system as the service in the second human-spoken language.

Configuration for simulating an interactive voice response system for language interpretation

A configuration is implemented to establish, with a processor, a customer care system based on a first human-spoken language. Further, the configuration receives, at an automated system, a request from a user through a dedicated communication channel for a service, the request being in a second human-spoken language. Moreover, the configuration determines, with the processor, an identity of the second human-spoken language based on the dedicated communication channel. The configuration also determines, with the processor, that the automated system is unable to fulfill the request. Additionally, the configuration transitions, with the processor, the request from the automated system to a simulated live agent engine that generates a simulated live agent session. The simulated live agent engine sends the request to a machine interpreter that translates the request into the first human-spoken language.

Configuration for transitioning a communication from an automated system to a simulated live customer agent

A configuration is implemented to generate, with a processor, an image and audio user interface which has a language identification indicium that is image-based. Further, the configuration sends, with the processor, the image and audio user interface to a computing device so that the image and audio user interface is displayed to a user. Moreover, the configuration receives, with the processor, audio data captured by the computing device from a user positioned at the computing device upon activation of the language identification indicium. Additionally, the configuration performs, with the processor, an audio analysis on the captured audio data to identify a language spoken by the user. Finally, the configuration establishes, with the processor, a language interpretation session between the computing device and a communication device associated with a language interpreter based on the identified language.

Language identification system for live language interpretation via a computing device

A process generates, at a computer-implemented service provider platform, a simulated user request for a service. Further, the process sends, from the computer-implemented service provider platform to a computing device associated with an agent, the simulated user request for a service. Additionally, the process performs, with a processor at the computer-implemented service provider platform, an assessment of agent responsiveness to the simulated user request for the service. Finally, the process automatically generates, with the processor at the computer-implemented service provider platform, one or more actions based on the assessment.

Testing configuration for assessing user-agent communication

A computer-implemented process receives, from a client representative communication device, a request to initiate a voice-based communication to a customer communication device on behalf of a client entity. The request comprises a telephone number associated with the customer communication device. The client representative device being is operated by a client representative that speaks a first human-spoken language, and the customer communication device is operated by a customer that speaks a second human-spoken language, which is distinct from the first human-spoken language. The computer-implemented process routes, with a processor, the request to a language interpreter communication device. The computer-implemented process initiates, with the processor, a communication request from the language interpreter communication device to the customer communication device. Furthermore, the computer-implemented process receives, at a processor-implemented interactive voice recognition system, a callback subsequent to the communication request from the language interpreter communication device to the customer communication device being unanswered.

Third-party outdial process for establishing a language interpretation session

A configuration is implemented via a processor to receive a request to perform a service. Further, the configuration selects a human representative from a plurality of human representatives associated with a communication center based on a computing device associated with the human representative indicating that the human representative is online and available to perform the service. In addition, the configuration routes the request to the computing device associated with the human representative. The configuration also monitors activity of the human representative at the computing device associated with the human representative. Further, the configuration determines that the activity of the human representative is inconsistent with the human representative being available to perform the service. Finally, the configuration reroutes the request to a different computing device associated with a different human representative.

Monitoring and management configuration for agent activity

A system, computer program product, and process are provided for artificial intelligence based language interpretation. A storage device has a terminology database that stores a plurality of terms utilized in a previous communication requesting a product and/or a service in a first spoken language, a plurality of responses in a second spoken language to the communication, and (a plurality of outcomes based upon the plurality of responses. The second spoken language being distinct from the first spoken language. Further, a processor learns to generate responses associated with corresponding terms in a request based upon an analysis of the plurality of outcomes from the terminology database, receives a request for a product and/or service in the first spoken language in a current communication, and generates a message having a response that is associated with a term present in the request.

Artificial intelligence based language interpretation system

An apparatus includes a data storage device that stores remote agent quality assurance code and communication session code. Further, the apparatus includes a data capture device that captures data associated with a remote agent positioned in proximity to the data capture device. In addition, a processor receives a request from an agent routing platform for a service provided by the remote agent through a communication session between the remote agent and a user requesting the service. The processor executes the remote agent quality assurance code to determine that at least a portion of the captured data is non-compliant with the one or more quality assurance policies provided by the agent routing platform. Further, the processor executes the remote agent quality assurance code to provide one or more indicia of non-compliance.

Quality assurance configuration for remote agent communication

A computer implemented language interpretation/translation platform is provided. The computer implemented language interpretation/translation platform comprises a processor that determines available languages for which language interpretation/translation resources are currently available based on at least one user criterion and language interpreter/translator availability. Further, the computer implemented language interpretation/translation platform comprises a routing engine that receives, via an Application Programming Interface, a request for the available languages and sends the available languages to the computing device such that the computing device displays the available languages. The request includes the at least one user criterion.

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Carmel, CA, United States of America

James Boutcher