公开(公告)号：AU2020268901B2

公开(公告)日：2025-01-23

申请号：AU2020268901

申请日：2020-05-02

Applicant: GENESYS CLOUD SERVICES INC

Inventor： BATCHA MOHAMED UVAIZ ANWAR ,  BALARAMAN PRASANTH ,  DURAIRAJ ASMITHA ,  ANANDADOSS PRAVEEN KUMAR ,  SUBRAMANIAN RAJESHKUMAR ,  THAZHEKKADEN TONY ,  GANESAN KESAVAN

IPC: H04M3/51 ,  H04M3/42 ,  H04M3/58 ,  H04M7/00

Abstract: A system and method are presented for providing a contextual summary of an interaction between a first party and a second party over a media channel in an interaction transfer to a third party. A request is received to transfer an interaction to the third party, the request being triggered from the interaction. A text transcript of the interaction is obtained. The text transcript is processed to obtain the contextual summary and metadata, which is provided to the third party for handling the interaction with the interaction transfer. The contextual summary is provided by a contextual summarizer, which comprises a custom plurality of application programming interfaces (APIs). The plurality of APIs comprises at least one of: a text summarizer API, a churn predictor API, a sentiment analysis API, a next best action API, and an interaction reference detector API.