Avaya Inc.

Embodiments provide methods and systems for automatically censoring sensitive data. The methods and systems include receiving information that is to be displayed on a display of a computing device, analyzing the received information based on user security parameters, identifying sensitive data and non-sensitive data from the received information based on the user security parameters and displaying the received information on the display of the computing device. The methods and systems further include obtaining image data depicting a monitored environment in proximity to the display of the computing device, analyzing the image data to identify a detected event in the monitored environment and when the detected event in the monitored environment exceeds a predetermined threshold, censoring regions of the displaying received information where the identified sensitive data was displayed.

Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.

A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.

When a multimedia conference between multiple users at multiple locations is established, a first cursor controlled by a first user in a first location is provided. A first event associated with the multimedia conference is detected. In response to detecting the first event associated with the multimedia conference, control of cursors in the multimedia conference can be handled in various ways to enhance the multimedia conference. For example, control of the first cursor can be switched from the first user to a second user at a second location, a second cursor can be provided to the multimedia conference that is controlled by the second user, or control of the first cursor can be merged so that the first cursor can be controlled by both the first user and the second user. This allows for enhanced control of the cursor in the multimedia conference that more closely resembles an in-person conference.

Transcribing portions of a communication session between a user device and an on-premises device of an enterprise includes receiving, by a computer located remotely from the on-premises device, a media stream of the communication session from the on-premises device and receiving, by the computer, at least one event associated with the media stream from the on-premises device. Furthermore, the computer determines a portion of the media stream to transcribe based on the at least one event and transcribes the portion of the media stream.

A network-connected access point is disclosed having a network access transceiver configured to provide access to a network for computing devices in communication therewith. The network access point also comprises one or more environmental sensors each configured to determine at least one environmental characteristic value that quantifies an environmental characteristic at a location distant from the network access point. Without limitation, environmental characteristics include temperature, humidity, sound, light, motion, and air quality, The network access point further comprises a sensor controller in communication with the at least one environmental sensor. The sensor controller may be separate from the network access transceiver, or may be part of the same component. The sensor controller is configured to receive the at least one environmental characteristic value from the at least one environmental sensor, and transmit information based on the at least one environmental characteristic value to a network.

In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer's car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session.

Even with the best efforts to design and deliver accurate systems with usable interfaces, customers often encounter difficulties in completing a task using an electronic device, such as completing a form on a web page, using a software application, or navigating an interface. This may be due to a programming error, inaccurate instructions, or an unusual situation not contemplated by the programmers or designers. Without interaction with a human agent, a cue may be provided to the user upon detection of an issue for completing the task. A co-browse operation may be automatically initiated to provide a cue selected in accord with the issue that thereby allows the user to complete the task.

Communication servers hosting interactions between requesting devices and resources may require load sheading or maintenance and, as a result, be placed in Deny New Service (DNS) mode, whereby a subsequent session request is refused while existing sessions continue until concluded. However, an interaction comprising an existing session may be supplemented by a subsequent session, often utilizing a different application layer implementation. By providing the requesting device with an interaction identifier, a subsequent session made after the server has been placed in DNS mode, may be accepted and associated with the same resource associated with the existing session.

Contact center agents commonly have dissimilar levels of skill for a particular topic or ability. Often an expert is available to help lesser-skilled agents, but such experts may not always be available. Automated systems and methods are provided that allow for an agent-customer interaction to be monitored and, when a question is present, identify a best-matching knowledge unit to address the question. With the knowledge unit identified, a prior communication portion associated with the knowledge unit is then presented to the agent, such as via pop-up message, whisper voice message, etc., to allow the agent to have the benefit of the knowledge of the expert to answer the question without engaging the expert.