公开(公告)号：WO2017070126A1

公开(公告)日：2017-04-27

申请号：PCT/US2016/057560

申请日：2016-10-18

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： MCGANN, Conor ,  ARAVAMUDHAN, Bharath ,  MAKAGON, Petr ,  RISTOCK, Herbert Willi Artur ,  KONIG, Yochai ,  DUCLOS, Gregory ,  ZHAKOV, Vyacheslav ,  PELEMIS, Damjan

IPC: H04L29/08 ,  G06N99/00

CPC classification number: H04M3/5232 ,  G06N5/04 ,  G06N99/00 ,  G06Q10/063112 ,  H04L29/08 ,  H04L67/02 ,  H04L67/18 ,  H04L67/20 ,  H04L67/22 ,  H04L67/306 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2203/40 ,  H04M2203/401

Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.

Abstract translation:

适用于将联系路由到联络中心座席的系统。 更具体地说，该系统适于识别要被路由的交互，并且基于用于生成一个或多个候选代理的一个或多个约束来识别一组代理。 该系统还适用于收集候选代理周围的上下文数据。 对于候选代理的每个代理，系统适于估计通过将交互路由到代理而获得的期望值。 该系统还适用于基于估计来选择候选代理的特定代理，并且向路由设备发信号以将交互路由到特定代理。

公开(公告)号：WO2016137903A1

公开(公告)日：2016-09-01

申请号：PCT/US2016/018983

申请日：2016-02-22

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： ARAVAMUDHAN, Bharath ,  MCGANN, Conor ,  NITIN, Anand Pai Krishnanand ,  KLEPAR, Bohdan ,  RYABCHUN, Andriy V. ,  BELL, Gordon ,  GUTIERREZ, Francisco ,  EISNER, Josef Eric ,  KOROLEV, Nikolay I. ,  RISTOCK, Herbert Willi Artur ,  LYPCHANSKYY, Stanislav

IPC: G06Q10/04 ,  G06Q10/06 ,  G06Q50/10

CPC classification number: G06Q30/016 ,  G06Q10/20 ,  G06Q30/01

Abstract: A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.

Abstract translation: 主动提供知识的系统和方法。 处理器被配置为收集用户利用由具有客户联络中心的企业提供的资源进行交互的信息。 处理器根据所收集的信息预期对用户的需求，并根据预期的需要生成查询。 在用户明确地请求与特定主题相关的知识之前，处理器基于生成的查询主动地识别并向用户建议知识。 处理器根据反馈信息接收与建议的知识和输出有关的反馈，建议知识的相关性得分。