Avaya Inc.

Avaya Management L.p.

Integral Ad Science, Inc.

Prashant Jawale

Vikram Gupta

Omkar Mozar

Umesh Mahajan

Bhavinkumar Jatinkumar Shah

Prashant Jangale

Methods, systems, and media for providing automated review of incoming messages in a group messaging service are provided. In some embodiments, the method includes: receiving, at a user device from a server, an incoming message to a particular message group in a group messaging service, wherein the user device is associated with the particular message group; determining, using a machine learning classifier at the user device, (i) a context of the particular message group based on a plurality of content items previously submitted by a plurality of users to the particular message group; (ii) a plurality of sentiments in the incoming message; (iii) a plurality of similarity scores, wherein each similarity score is a probability that a sentiment from the plurality of sentiments is similar to the context of the particular message group; and (iv) an aggregate similarity score based on the plurality of similarity scores is within a first range of predetermined values; and, in response to determining the aggregate similarity score is within the first range of predetermined values, displaying a preview of the incoming message on the user device, wherein the preview includes at least one sentiment from the plurality of sentiments.

Methods, systems, and media for providing automated review of incoming messages in a group messaging service

Contact centers often provide a restricted amount of time for agents to perform post-call activities, including identifying and selecting a relevant completion code from a large set of codes. Providing automated systems and methods to identify the relevant code or codes can present a limited number of the codes (e.g., quick release codes) to the agent and/or automatically enter the completion code. When the quick release code is entered, the record of the call is then updated with the code and the communication is terminated as a single step.

Systems and methods to terminate an active communication

A callback window for initiating an electronic communication session with a customer communication endpoint is received. A request from an agent communication endpoint is received to not handle any electronic communication sessions during a time period. For example, a contact center agent may want to take a lunch break. A determination is made that the callback window (or a portion of the callback window) is within the time period. In response to determining the callback window is within the time period, the system may take various steps, such as, automatically denying the request, automatically adjusting the time period, and sending various messages to the agent communication endpoint to identify ways to handle the communication session.

System and method for improved automatic callbacks in a contact center

Growing community of inventors

Pune, India

Prashant Jawale