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公开(公告)号：CA3039759C
公开(公告)日：2022-06-21
申请号：CA3039759
申请日：2017-09-22
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC
Inventor： MILLER DEREK M , BRENNAN TAYLOR
IPC: G06Q10/06
Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.
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公开(公告)号：NZ749370A
公开(公告)日：2020-03-27
申请号：NZ74937017
申请日：2017-06-02
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC
Inventor： DACHIRAJU RAJESH , GANAPATHIRAJU ARAVIND , IYER ANANTH , WYSS FELIX
IPC: G10L15/02 , G10L15/00 , G10L15/10 , G10L15/20 , G10L15/28 , G10L17/02 , G10L17/04 , G10L17/22 , G10L21/038
Abstract: Technologies for authenticating a speaker in a voice authentication system using voice biometrics include a speech collection computing device and a speech authentication computing device. The speech collection computing device is configured to collect a speech signal from a speaker and transmit the speech signal to the speech authentication computing device. The speech authentication computing device is configured to compute a speech signal feature vector for the received speech signal, retrieve a speech signal classifier associated with the speaker, and feed the speech signal feature vector to the retrieved speech signal classifier. Additionally, the speech authentication computing device is configured to determine whether the speaker is an authorized speaker based on an output of the retrieved speech signal classifier. Additional embodiments are described herein.
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公开(公告)号：AU2017330375A1
公开(公告)日：2019-04-18
申请号：AU2017330375
申请日：2017-09-21
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC
Inventor： WANDERSKI ANUPHINH P , KENNEY CRISTIN K
IPC: G06F21/31
Abstract: A communication system includes: a processor; and a memory, the memory storing instructions that, when executed by the processor, cause the processor to: monitor a chat communication session; identify a piece of information exchanged during the chat communication session; compare the piece of information with profile information of a first user participating in the chat communication session; transmit a signal to an electronic device operated by the first user to suggest assigning a tag to the piece of information; receive a request from the electronic device operated by the first user to view the piece of information associated with the tag; and transmit the piece of information to the electronic device for display thereby.
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公开(公告)号：AU2017274657A1
公开(公告)日：2019-01-17
申请号：AU2017274657
申请日：2017-06-02
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC
Inventor： DACHIRAJU RAJESH , GANAPATHIRAJU ARAVIND , IYER ANANTH NAGARAJA , WYSS FELIX IMMANUEL
Abstract: Technologies for authenticating a speaker in a voice authentication system using voice biometrics include a speech collection computing device and a speech authentication computing device. The speech collection computing device is configured to collect a speech signal from a speaker and transmit the speech signal to the speech authentication computing device. The speech authentication computing device is configured to compute a speech signal feature vector for the received speech signal, retrieve a speech signal classifier associated with the speaker, and feed the speech signal feature vector to the retrieved speech signal classifier. Additionally, the speech authentication computing device is configured to determine whether the speaker is an authorized speaker based on an output of the retrieved speech signal classifier. Additional embodiments are described herein.
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公开(公告)号：CA3039759A1
公开(公告)日：2018-03-29
申请号：CA3039759
申请日：2017-09-22
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC
Inventor： MILLER DEREK M , BRENNAN TAYLOR
IPC: G06Q10/06
Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.
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Patent Agency Ranking
公开(公告)号：CA3030133A1
公开(公告)日：2017-12-07
申请号：CA3030133
申请日：2017-06-02
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC
Inventor： DACHIRAJU RAJESH , GANAPATHIRAJU ARAVIND , IYER ANANTH NAGARAJA , WYSS FELIX IMMANUEL
Abstract: Technologies for authenticating a speaker in a voice authentication system using voice biometrics include a speech collection computing device and a speech authentication computing device. The speech collection computing device is configured to collect a speech signal from a speaker and transmit the speech signal to the speech authentication computing device. The speech authentication computing device is configured to compute a speech signal feature vector for the received speech signal, retrieve a speech signal classifier associated with the speaker, and feed the speech signal feature vector to the retrieved speech signal classifier. Additionally, the speech authentication computing device is configured to determine whether the speaker is an authorized speaker based on an output of the retrieved speech signal classifier. Additional embodiments are described herein.
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公开(公告)号：AU3345700A
公开(公告)日：2000-09-14
申请号：AU3345700
申请日：2000-01-12
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC
Inventor： YEGOSHIN LEONID A
IPC: H04L12/28 , H04L45/24 , H04W8/12 , H04W48/18 , H04W60/00 , H04W76/04 , H04W88/06 , H04Q7/24 , H04B7/00
Abstract: A communication system for an organization having multiple sites uses a dual-mode device capable of both cell phone communication and telephone communication on a local area network (LAN). IP LANS are established at organization sites such that a temporary IP address is assigned to a dual-mode device that logs onto an organization LAN, and the IP address is associated at a PSTN-connected server on the LAN with the cell phone number of the communication device. The IP server notifies a PSTN-connected routing server when a device logs on to a LAN, and also provides a destination number for the IP server. Cell calls directed to the device are then redirected to the IP server and directed to the device connected to the LAN.
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公开(公告)号：AU5813699A
公开(公告)日：2000-04-03
申请号：AU5813699
申请日：1999-09-02
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC
Inventor： BECK CHRISTOPHER CLEMMETT MACL , BERKE JONATHAN MICHAEL , JOHNSTONE JOEL A , MITCHELL ROBIN MARIE , POWERS JAMES KARL , SIDELL MARK FRANKLIN , KNUFF CHARLES DAZLER
IPC: G06F3/048 , G06F12/00 , G06F17/30 , G06Q10/06 , H04L29/06 , H04L29/08 , H04M3/22 , H04M3/42 , H04M3/51 , H04M3/523 , H04M11/00 , G06F15/00 , G06F13/00
Abstract: A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared and related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to the stored event files.
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9.发明专利
公开(公告)号：AU5807099A
公开(公告)日：2000-04-03
申请号：AU5807099
申请日：1999-09-02
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC
Inventor： BECK CHRISTOPHER CLEMMETT MACL , BERKE JONATHAN MICHAEL , JOHNSTONE JOEL A , MITCHELL ROBIN MARIE , POWERS JAMES KARL , SIDELL MARK FRANKLIN , KNUFF CHARLES DAZLER
Abstract: In an enterprise-hosted multimedia telecommunications center, a client-facing interactive single-media pre-processing interface has an answering facility adapted for greeting and pre-instructing a client making a contact to the pre-processing interface, an identifying facility adapted for identifying the client through one or both of data accompanying the contact and information elicited from the client, and a discrimination facility adapted for offering the client one or more communication choices based on the client identification established by the identifying facility. In one embodiment the pre-processing interface is a WEB page. Also in a preferred embodiment, client transaction history is recorded in an enterprise data repository, including current projects, and clients are offered choices based on transaction history. In one such embodiment, live calls are reserved for clients engaged in current projects.
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公开(公告)号：AU4426799A
公开(公告)日：2000-01-10
申请号：AU4426799
申请日：1999-06-07
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC
Inventor： KIKINIS DAN
Abstract: A method enables a single agent to respond to incoming emails as representing a plurality of different entities, using the following steps: (a) receiving an incoming email by an email application executing on a computerized appliance from a machine-readable medium; (b) preparing by an agent having access to the email application an outgoing email in response to the incoming email; (c) accessing a data table associating “send to” addresses of incoming emails with “from” addresses for outgoing emails; and (d) automatically entering for the outgoing email, by the email application, the “from” address associated with the “send to” address in the incoming email.
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