Cisco Technology, Inc.

Lucent Technologies Inc.

Microsoft Technology Licensing, LLC

Five9, Inc.

Alcatel Lucent

Alcatel-lucent USA Inc.

Dynamicsoft, Inc.

Jonathan David Rosenberg

Flemming Andreasen

Cullen F Jennings

Keith Griffin

Daniel George Wing

Jayaraman R Iyer

Henning Gunther Schulzrinne

Biswaranjan Panda

Patrick Connor Linskey

Mark Grayson

Timothy Peter Stammers

John K Restrick, Jr

Michael Anthony Ramalho

Bruce Stuart Davie

Lindsay Roberts

James E Coffman

Tyler Wells

Mark L Hendrickson

Vincent Marc Oberle

Jorunn Aarseth

Hakim N Mehmood

Reinhardt Quelle

John Restrick

Adriana Dumitras

Amit Prakash Barave

Christoffer Asgaard Rödbro

John Hartung

Mingyu Chen

Carl Nathan Buckles

Niall L McDonnell

Liam Frawley

Martin Bernard Feeney

Brenno A Cantelli

Jeffrey S Jones

Christopher Edwin Pearce

Brian C Powell

Eric Philippe Hamel

Arnaud Eric Jacquin

Mihailo Zilovic

Scott Allen Henning

Andres Kutt

John D Alexander

William R Foster

Hiroyuki Okada

Bernhard Suter

Radha Venkatesh

Dylan Fiesel

Henning Gunther Schulszrinne

John Arsenault

Priyanka Balakumar

James C Beall

Systems and methods are provided for training natural language processing (NLP) models in a contact center. The systems and methods provided may render the process of training an NLP model faster, easier to perform, and more accessible to non-experts. In embodiments of the present disclosure, a method for training an NLP model includes a first step of initializing an NLP model with an intent and one or more seed phrases. The next step may be to receive a customer interaction. Next, a matched utterance can be generated based on the customer interaction and the NLP model. Then, a suggested training phrase may be generated based on the matched utterance. The suggested training phrase may be confirmed. Thereafter, the NLP model can be updated with the confirmed training phrase.

Systems and methods for training natural language processing models in a contact center

Systems, methods, and devices are disclosed for cognitive collaboration systems on a hybrid node. A query is received by a virtual assistant running on a public cloud, and it is determined whether the query pertains to data available on a public cloud resource, or the query pertains to data available on a private cloud resource. When it is determined that the query pertains to the data available on the public cloud resource, the query is interpreted by using a first model trained on at least one machine learning technique on data from the public cloud. When it is determined that the query pertains to the data available on the private cloud resource, the query is interpreted by using a second model trained on at least one machine learning technique on the data from the private cloud.

Hybrid cognitive system for AI/ML data privacy

A meeting server receives from a client device a join request for a user to join a scheduled meeting. An identifier is obtained for the user based on the join request. Information for the meeting is accessed based on the join request, the information including a list of invitees for the meeting. The identifier for the user is compared with the list of invitees for the meeting. It is determined whether to connect the client device to the meeting based on the comparing.

Using calendar information to authorize user admission to online meetings

A server or other computing device manages meetings in a virtual meeting room on behalf of a virtual meeting room owner. A request is received from an attendee to join a meeting in the virtual meeting room. A determination is made, based on configurations set by the virtual meeting room owner, whether to connect the attendee to a virtual waiting room. The attendee is connected to the virtual waiting room in accordance with the configurations set by the virtual meeting room owner.

Managing a virtual waiting room for online meetings

The present technology can receive audio segments from sources within one or more conference room, and can create audio fingerprints from the sources. The audio fingerprints are optimized for audio in conference room environments, which include distortions from room impulse responses, and various encoding used by telecommunication networks. In some embodiments, when two audio segments are matched, a user equipment can be instructed to mute its speakers to avoid feedback. In some embodiments, when two audio segments are matched, a user equipment can be given instructions to join a conference taking place in the room in when the audio segment originated.

Audio fingerprinting for meeting services

A conference system includes a controller and clusters of media nodes. Each media node performs media packet processing operations and connects with other media nodes and client devices. The controller sends to a client device contact information for candidate clusters. The controller receives from the client device a measure of reachability to each candidate cluster as determined by the client device using the contact information. The controller receives from the client device a request to join a communication session. Responsive to the request, the controller determines a best cluster among the candidate clusters to which the client should connect for the communication session based on the measures of reachability to the candidate clusters, and selects a media node in the best cluster. The controller sends to the client device contact information for the media node to enable the client device to connect to the media node for the communication session.

Conference session access using reachability information for distributed clusters of media nodes

A meeting application can gather calendar information from a calendaring service, even if that calendaring service is independent from (e.g., a 'third party to') the meeting service. The meeting application can incorporate the calendar information into an in-meeting graphical user interface so that the calendar information can be displayed with the meeting. In some embodiments, this includes listing all invitees and participants alongside their associated acceptance status (e.g., are they present, did they accept, did they decline, etc.). In some embodiments, the calendar information can inform a meeting timer that can indicate the remaining time for the meeting. In some embodiments, the calendar information can inform individual timers that indicate how much time individual participants have before their next appointment.

In-meeting graphical user interface display using meeting participant status

A method for creating a textual summary of a call includes transcribing speech to text in real time using a speech-to-text generating unit configured for execution upon one or more data processors, automatically matching, in real-time, text to predetermined intents and extracted entities using an intent recognizing unit for execution upon the one or more data processors, automatically mapping the predetermined intents and extracted entities into a call summary using one or more mapping functions, and displaying the call summary using an agent user interface for execution upon the one or more data processors. A contact center call summarization system may include a contact center communication device, a speech-to-text generating unit, an intent recognizing unit, and an agent user interface.

Systems for summarizing contact center calls and methods of using same

Systems and methods are described herein for providing a Voice over Internet Protocol (VoIP) call. In an embodiment, a load balancing processor receives a re-initiated HTTP request from a client processor upon detection that an initial call server is no longer active, and sends the re-initiated HTTP request to a second call server. The second server generates updated call resource information that identifies the second server as the new server resource for the call, and sends the updated call resource information over the IP network to the client processor. Subsequent HTTP requests from the client processor for sending and receiving signaling and media data for the call are received at the second server using the updated call resource information.

Systems and methods for utilizing HTTP for telephony trunking between a provider and a consumer

Methods and computer program products for establishing communication events between an initiator user and a recipient user over a first communication system. The initiator and recipient users are contacts within a second communication system but are not contacts within the first communication system. For the initiator and recipient users, an association between a first user identity in the first communication system and a second user identity in the second communication system is determined. The initiator user device uses the association for the recipient user to determine the first user identity of the recipient user. A setup request to establish the communication event is sent over the first communication system from a first initiator client to a first recipient client. A communication event is authorized to proceed over the first communication system on the basis that the initiator user and the recipient user are contacts within the second communication system.

Establishing a communication event

Growing community of inventors

Morganville, NJ, United States of America

Jonathan David Rosenberg