公开(公告)号：AU2021409790A1

公开(公告)日：2023-07-27

申请号：AU2021409790

申请日：2021-12-21

Applicant: GENESYS CLOUD SERVICES INC

Inventor： OÑATE LÓPEZ JOSÉ ,  LAMPREA LUIS

IPC: G06F11/00 ,  G06F16/215 ,  G06F16/28 ,  G06N20/00 ,  G06Q10/06

Abstract: A system for detecting anomalies in metric data provided by one or more customers according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive metric data indicative of a plurality of time-series based observations for a particular customer metric, to define, based on the metric data, a plurality of parameters to characterize one or more spheres each configured to capture a number of time- series based observations for the particular customer metric, and to generate, based on the plurality of parameters, the one or more spheres to determine coverage of the metric data within the one or more spheres and detect one or more anomalies in the metric data.

公开(公告)号：AU2021394754A1

公开(公告)日：2023-07-13

申请号：AU2021394754

申请日：2021-12-08

Applicant: GENESYS CLOUD SERVICES INC

Inventor： TER WEI ,  ROSOY GEIR ,  HAMEED MOHAMED ,  WICAKSONO BAYU ,  HUMPHREYS TRAVIS ,  ROBINSON BRIAN

IPC: H04M3/50

Abstract: A system for estimating a wait time to connect a customer to an agent according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive incoming interaction data from the customer indicative of a request to estimate the wait time, retrieve historical data indicative of interaction information for one or more interactions that have already been serviced in response to receipt of the request, and generate a wait time estimation based on the historical data.

公开(公告)号：AU2024287275A1

公开(公告)日：2025-01-30

申请号：AU2024287275

申请日：2024-04-25

Applicant: GENESYS CLOUD SERVICES INC

Inventor： FICO CHARLES D ,  BRINTON STEFAN ,  SLAPPEY CHAD ,  WADE HANNA

IPC: G06F12/0873 ,  G06F3/06 ,  G06F9/455 ,  G06F9/46 ,  G06F12/0866 ,  G06F16/215

Abstract: A method for configurable caching, deduplication, and rate limit handling of user interface data requests according to an embodiment includes receiving a data request initiated by a user interface element of a user interface, determining whether a deduplication cache includes a deduplication entry associated with the data request, determining whether a main cache includes a cache entry associated with the data request in response to determining that the deduplication cache does not include the deduplication entry, determining whether the data request is associated with a rate-limited group of application programming interface endpoints in response to determining that the main cache does not include the cache entry or determining that the cache entry has expired, and making the data request to a backend system after a predefined server retry period associated with the rate-limited group has elapsed in response to determining that the data request is associated with the rate-limited group.

公开(公告)号：AU2023352759A1

公开(公告)日：2025-03-13

申请号：AU2023352759

申请日：2023-09-26

Applicant: GENESYS CLOUD SERVICES INC

Inventor： COPPELMANS CAMIEL ,  WYSS FELIX IMMANUEL ,  JAHNS MATT

IPC: H04M3/22 ,  H04L65/1093 ,  H04M3/51 ,  H04M3/56 ,  H04M7/00

Abstract: A method for providing streaming audio over a network from a client to a server associated with a third-party service. The method includes receiving configuration data from a tenant regarding the server. The method may further include establishing a connection with the server via a connection process. The connection process includes sending a connection request that includes: a bidirectional communication protocol configured to transmit data from the client to the server and from the server to the client by reusing an established connection channel; a tenant-Id parameter; and a session-Id parameter. The method may further include implementing an open transaction for initiating the streaming of the audio of the ongoing conversation to the server. The open transaction includes transmitting participant parameters identifying the customer and at least one choice regarding an audio format for the audio streaming.

公开(公告)号：AU2018431199C1

公开(公告)日：2025-01-02

申请号：AU2018431199

申请日：2018-11-21

Applicant: GENESYS CLOUD SERVICES INC

Inventor： ANANDADOSS PRAVEEN KUMAR ,  SUBRAMANIAN RAJESHKUMAR ,  SIVAKUMAR VENKATESH

IPC: H04M3/51 ,  H04M1/725 ,  H04M3/523

Abstract: A system and method are presented for omni-channel notification and selection. A first party selects a first channel from a plurality of channels based on an estimated wait time for interaction with another party in a contact center or enterprise setting. The plurality of channels may comprise any means of interaction, such as chat, phone call, SMS, video, etc. While waiting in queue for the preferred first channel, the first party is presented with estimated wait times, which are dynamically updated, for other channels. Based on the first party's preferences and the presented estimated wait times for the other channels, the first party may elect to change interaction channels from the first channel to a second channel. The first party may then be moved to a different queue corresponding to the second interaction channel.

公开(公告)号：AU2023241703A1

公开(公告)日：2024-09-12

申请号：AU2023241703

申请日：2023-03-30

Applicant: GENESYS CLOUD SERVICES INC

Inventor： SUNDARAM RAMASUBRAMANIAN ,  GEORGE BASIL

IPC: G06F40/279

Abstract: A method for mining topics discussed in conversations that includes: receiving conversation data; and using a topic mining algorithm to mine topics from the conversation data. The topic mining algorithm includes identifying candidate topics in each of the conversations. The topic mining algorithm further includes identifying the topics of the conversations by: compiling a list of the candidate topics; pruning the list of candidate topics by discarding certain of the candidate topics per a cross-conversation factor that factors usage across all conversations; and identifying the candidate topics remaining on the pruned list of candidate topics as the topics. The topic mining algorithm further includes determining topic groups by grouping the topics according to a degree of semantic similarity between the topics; and associating a list of utterances with the topic groups.

公开(公告)号：WO2023081504A1

公开(公告)日：2023-05-11

申请号：PCT/US2022/049251

申请日：2022-11-08

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： HAIKIN, Lev ,  MAZZA, Arnon ,  ORBACH, Eyal ,  FAIZAKOF, Avraham

IPC: G10L15/197 ,  G10L15/06

Abstract: A system and method of automatically discovering unigrams in a speech data element may include receiving a language model that includes a plurality of n-grams, where each n-gram includes one or more unigrams; applying an acoustic machine-learning (ML) model on one or more speech data elements to obtain a character distribution function; applying a greedy decoder on the character distribution function, to predict an initial corpus of unigrams; filtering out one or more unigrams of the initial corpus to obtain a corpus of candidate unigrams, where the candidate unigrams are not included in the language model; analyzing the one or more first speech data elements, to extract at least one n-gram that comprises a candidate unigram; and updating the language model to include the extracted at least one n-gram.

公开(公告)号：WO2023049158A1

公开(公告)日：2023-03-30

申请号：PCT/US2022/044214

申请日：2022-09-21

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： KASSEL, Robert

IPC: G06Q10/06

Abstract: A method for routing incoming interactions in a contact center. The incoming interactions are instigated by customers for communicating with the contact center, and the contact center includes agents between which the incoming interactions are routed. The method includes: determining a routing interval; identifying received incoming interactions for inclusion in a received interactions batch, each of the received incoming interactions being identified as ones of the incoming interactions that are received within the routing interval; identifying candidate agents for inclusion in a candidate agent group, the candidate agents being identified as available ones of the agents to whom the received incoming interactions of the received interaction batch can be routed; and subsequent to the end of the routing interval, routing the received incoming interactions included in the received interaction batch to the candidate agents included in the candidate agent group.

公开(公告)号：WO2022265990A1

公开(公告)日：2022-12-22

申请号：PCT/US2022/033248

申请日：2022-06-13

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： WYSS, Felix, Immanuel ,  JAHNS, Matthew

IPC: H04L51/02 ,  H04L65/1083 ,  H04L65/40 ,  H04L65/80

Abstract: A method of dynamic prioritization of collaboration between human and virtual agents according to an embodiment includes generating a priority score for a conversation between a human user and a chat bot, wherein the priority score is based on at least a sentiment of the human user and a temporal aspect of the conversation, providing the priority score to a human agent via an interface for monitoring the priority score, transferring control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface, and yielding control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.

公开(公告)号：WO2022133179A1

公开(公告)日：2022-06-23

申请号：PCT/US2021/063970

申请日：2021-12-17

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： MAZOR, Igal ,  ISMAH-MOSHE, Yaron

IPC: G06F40/30 ,  G06N3/08 ,  G06N3/04 ,  G06F40/284

Abstract: A method for training a multi-class classification model includes receiving training data corresponding to a plurality of classes. For each class in the plurality of classes, the method includes training a binary classification model configured to determine whether or not an observation of training data belongs to the class and for each observation of training data identified as belonging to the class, extracting one or more class identification features from the observation of training data based on activations of an intermediate attention layer in the binary classification model. A multi-class classification model is trained using the class identification features extracted for each of the plurality of classes.