公开(公告)号：US20240256788A1

公开(公告)日：2024-08-01

申请号：US18630534

申请日：2024-04-09

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： MICHAEL ORR ,  NICOLA BURNS ,  FELIX IMMANUEL WYSS

IPC: G06F40/35 ,  G06F40/216 ,  G06F40/58 ,  G06N5/04 ,  H04L51/02

CPC classification number: G06F40/35 ,  G06F40/216 ,  G06F40/58 ,  G06N5/041 ,  H04L51/02

Abstract: A method is presented for selecting, by a dialog manager, a current path location of an instance of a task from a list of a plurality of scored intent hypotheses with distinct intents and different task paths, comprising the steps of: performing a first filtering of the list of the plurality of scored intent hypotheses to comprise hypotheses meeting a pre-determined threshold; from the first filtered list, determining an intent and a task path for each of the hypotheses meeting the pre-determined threshold, wherein each of the hypotheses meeting the pre-determined threshold have the same intent; determining a simplest distinct task path to each hypothesis and presenting each of the simplest distinct paths in a second list; performing a second filtering of the second list by selecting a single distinct path; and confirming the intent of the hypothesis and configuring the selected single path to the current path location.

公开(公告)号：US20240211827A1

公开(公告)日：2024-06-27

申请号：US18088142

申请日：2022-12-23

Applicant: Genesys Cloud Services, Inc.

Inventor： Dan Stoops ,  Cliff Bell

IPC: G06Q10/0631 ,  G06Q10/10

CPC classification number: G06Q10/063112 ,  G06Q10/103

Abstract: A method according to an embodiment includes determining a group of subject matter experts in a back office with expertise to address a question from a user of a contact center system, determining an availability of one or more of the subject matter experts via a back-office platform executed by corresponding back-office devices of the one or more subject matter experts, assigning, via the back-office platform, a communication token to a selected subject matter expert determined to be available, wherein the communication token is associated with the question from the user, monitoring, via the back-office platform, for updates to the back-office platform associated with the communication token, receiving an update from the back-office platform associated with the communication token, and transmitting, via the contact center system, a message to the user device based on an update to the communication token.

公开(公告)号：US20240211503A1

公开(公告)日：2024-06-27

申请号：US18087069

申请日：2022-12-22

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： JOY CHEN ,  IGAL MAZOR

IPC: G06F16/35 ,  G06N3/08

CPC classification number: G06F16/353 ,  G06N3/08

Abstract: A method and a system of classifying textual data blocks are claimed. The method includes receiving at least one textual data block in an original version, including a plurality of textual data elements; performing a preprocessing procedure on the at least one textual data block in the original version, wherein the preprocessing procedure includes replacing the textual data elements characterized by pertinence to at least one specific part-of-speech (POS) category with a respective POS token, thereby obtaining the at least one textual data block in a preprocessed version; inferring a pretrained ML-based model on the at least one textual data block in the preprocessed version, to classify the at least one textual data block by pertinence to the at least one class.

公开(公告)号：US20240193077A1

公开(公告)日：2024-06-13

申请号：US18533803

申请日：2023-12-08

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： WILLIAM ANTHONY ALFORD ,  RAMYA ANANTH ,  KALPIT PATEL ,  JOSEPH DOMINIC ZUCCARELLO

IPC: G06F11/36 ,  G06F9/455

CPC classification number: G06F11/3692 ,  G06F9/45558 ,  G06F2009/45575

Abstract: A method for resolving breaking changes in a software system. The method includes generating a training dataset of training examples by: collecting data associated with test results of tests configured to identify breaking changes in the software system and executed management actions; storing the collected test results data; storing the collected management action data; parsing the stored content and identifying failed test data and management action data relevant to a given failed test for identification as a training example. The method continues by training a machine learning model using the training examples included in the training dataset and then using the trained machine learning model to predict recommended management actions by: detecting a present failed test; determining failed test data; providing the failed test data to the trained machine learning model for generating therewith the recommended management actions.

公开(公告)号：US11984116B2

公开(公告)日：2024-05-14

申请号：US17520816

申请日：2021-11-08

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： Lev Haikin ,  Arnon Mazza ,  Eyal Orbach ,  Avraham Faizakof

IPC: G10L15/197 ,  G06N20/00 ,  G10L15/06 ,  G10L15/10 ,  G10L15/22

CPC classification number: G10L15/197 ,  G06N20/00 ,  G10L15/063 ,  G10L15/10 ,  G10L15/22 ,  G10L2015/0635

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：US11893904B2

公开(公告)日：2024-02-06

申请号：US17475005

申请日：2021-09-14

Applicant: Genesys Cloud Services, Inc.

Inventor： Dan Stoops ,  Cliff Bell ,  Merijn Te Booij

IPC: G09B5/04 ,  H04L51/02 ,  H04M3/51

CPC classification number: G09B5/04 ,  H04L51/02 ,  H04M3/5175 ,  H04M3/5183

Abstract: A system for utilizing conversational artificial intelligence (AI) to train contact center agents according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored therein that, in response to execution by the at least one processor, causes the system to place a virtual call from an automated training system to an agent device of an agent, connect the virtual call to a chatbot in response to establishing a communication connection with the agent device, transmit one or more statements from the chatbot, receive, from the agent device, one or more agent responses of the agent corresponding to the one or more statements, and analyze the one or more agent responses to determine one or more training characteristics associated with AI-based contact center training of the agent.

公开(公告)号：US20240039873A1

公开(公告)日：2024-02-01

申请号：US17874887

申请日：2022-07-27

Applicant: Genesys Cloud Services, Inc.

Inventor： Asmitha Durairaj ,  Monisha Padmavathi Ragavan ,  Santhos Palani Vell Rajan Manickam ,  Vinoth Subramaniam ,  Mohamed Uvaiz Anwar Batcha ,  Praveen Kumar Anandadoss ,  Tony Thazhekkaden

IPC: H04L51/02

CPC classification number: H04L51/02

Abstract: A method of asynchronously restoring an incomplete co-browse session according to an embodiment includes initiating an interaction between a user and a chat bot, determining whether data indicative of an incomplete co-browse session is stored in association with a user in response to initiating the interaction between the user and the chat bot, retrieving an intent configuration file associated with the incomplete co-browse session, wherein the intent configuration file defines a plurality of actions to be executed by the chat bot to resolve a user intent of the interaction between the user and the chat bot, and performing, via the chat bot and during a resumed co-browse session with the user, one or more actions of the plurality of actions defined by the intent configuration file that were not previously performed during the incomplete co-browse session.

公开(公告)号：US20240037418A1

公开(公告)日：2024-02-01

申请号：US17874944

申请日：2022-07-27

Applicant: Genesys Cloud Services, Inc.

Inventor： Asmitha Durairaj ,  Monisha Padmavathi Ragavan ,  Santhos Palani Vell Rajan Manickam ,  Vinoth Subramaniam ,  Mohamed Uvaiz Anwar Batcha ,  Praveen Kumar Anandadoss ,  Tony Thazhekkaden

IPC: G06N5/02 ,  G06N5/04

CPC classification number: G06N5/022 ,  G06N5/043

Abstract: A method of self-learning actions for an automated co-browse session according to an embodiment include initiating an interaction between a user and a chat bot, determining a user intent of the user based on the interaction between the user and the chat bot, routing the interaction to a human contact center agent for a co-browse session between the user and the human contact center agent, storing a plurality of actions performed by the human contact center agent during the co-browse session to a data store, and performing machine learning to determine an optimal solution for resolving the user intent based on an analysis of the plurality of actions performed by the human contact center agent during the co-browse session.

公开(公告)号：US11765269B2

公开(公告)日：2023-09-19

申请号：US17545122

申请日：2021-12-08

Applicant: Genesys Cloud Services, Inc.

Inventor： Leonid Vymenets ,  Alexandria L. Hockeborn ,  Yong Guan ,  Praphul Kumar ,  Jason Chhaidan

IPC: H04M3/51 ,  G10L13/00 ,  G10L13/033

CPC classification number: H04M3/5166 ,  G10L13/00 ,  G10L13/033 ,  H04M3/5175 ,  H04M2203/355

Abstract: A method for incorporating an augmented voice communication into a communication routing configuration of a contact center system according to an embodiment includes selecting a vocal avatar, wherein the vocal avatar includes phonetic characteristics having first values, receiving a text communication and input user parameters from an input user, generating the augmented voice communication based on the text communication and the input user parameters, wherein the augmented voice communication includes phonetic characteristics having second values, wherein the first values of the phonetic characteristics of the vocal avatar are different from the second values of the phonetic characteristics of the augmented voice communication, and incorporating the augmented voice communication into the communication routing configuration of the contact center system.

公开(公告)号：US11757651B2

公开(公告)日：2023-09-12

申请号：US17029846

申请日：2020-09-23

Applicant: Genesys Cloud Services, Inc.

Inventor： Archana Sekar ,  Javier Villalobos ,  Yochai Konig

IPC: H04L9/32 ,  H04L9/14 ,  H04L9/08 ,  H04L9/00

CPC classification number: H04L9/3247 ,  H04L9/0825 ,  H04L9/0861 ,  H04L9/14 ,  H04L9/50

Abstract: A method according to one embodiment includes transmitting, by an enterprise system, a data request for user data stored in a software wallet to a software wallet provider, transmitting, by the software wallet provider, an authorization request to an end user device of the user in association with the data request, creating, by the end user device, a transaction signed with a first private cryptographic key to generate a signed transaction, transmitting, by the end user device, the signed transaction to the software wallet provider, signing, by the software wallet provider, the signed transaction with a second private cryptographic key to generate a multi-signed transaction, transmitting, by the software wallet provider, the multi-signed transaction to the enterprise system, and validating, by the enterprise system, the multi-signed transaction using a public cryptographic key associated with the first private cryptographic key and the second private cryptographic key.