SYSTEM AND METHOD FOR ANALYTICS WITH AUTOMATED WHISPER MODE

    公开(公告)号:US20180007206A1

    公开(公告)日:2018-01-04

    申请号:US15201271

    申请日:2016-07-01

    Abstract: A first service session is facilitated via a packet switched network, wherein user equipment participates in a first interactive communication exchange with a first agent via a first interaction mode, wherein the first interactive communication exchange is based on a user inquiry. The first interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the first service session responsive to the determining that the consultation service would facilitate the resolution, wherein the service resource provides consultation to the first agent via a second interaction mode of the plurality of interaction modes, without exposing the consultation to the user equipment, and wherein the consultation elevates an experience level employed in the first service session towards resolution of the user inquiry. Other embodiments are disclosed.

    SYSTEM AND METHOD FOR TRANSITION BETWEEN CUSTOMER CARE RESOURCE MODES

    公开(公告)号:US20180007102A1

    公开(公告)日:2018-01-04

    申请号:US15201256

    申请日:2016-07-01

    Abstract: Aspects of the subject disclosure may include, for example, associating a first resource of a plurality of service resources with a first service session, wherein the first resource participates in an interactive communication exchange with user equipment via the first service session and according to a first communication mode of a plurality of communication modes. An evaluation of a benefit of associating another resource of the plurality of service resources with the interactive communication exchange is performed. A second resource of the plurality of service resources is identified responsive to the evaluating of the benefit and the second resource is associated with the first service session. The second resource participates in the interactive communication exchange via the first service session. Other embodiments are disclosed.

    Method and apparatus for providing adaptable media content in a communication network

    公开(公告)号:US09854581B2

    公开(公告)日:2017-12-26

    申请号:US15055824

    申请日:2016-02-29

    Inventor: Venson Shaw

    CPC classification number: H04W72/044 G06Q99/00 H04W4/021 H04W72/0406

    Abstract: Aspects of the subject disclosure may include, for example, a method for determining an emotional characteristic associated with a user according to biologic information received from a mobile communication device, receiving, from the mobile communication device, availability information associated with the user, modifying a first version of a media selection according to the emotional characteristic of the user to generate a second version of the media selection, and transmitting the second version of the media selection to the mobile communication device associated with the user for presentation at the mobile communication device. The modifying can include selecting, for inclusion in the second version of the media selection, a first portion of the first version of the media selection corresponding to the emotional characteristic. Other embodiments are disclosed.

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