公开(公告)号：US20250126208A1

公开(公告)日：2025-04-17

申请号：US19002505

申请日：2024-12-26

Applicant: Genesys Cloud Services, Inc.

Inventor： Manan Kalra ,  Gergely Toth ,  David Farrell ,  Emir Munoz

IPC: H04M3/523

Abstract: A method for adaptive predictive routing in a contact center system according to an embodiment includes identifying an interaction to be routed to a contact center agent, determining, for each agent cohort of a plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction, wherein the plurality of agent cohorts is in sequential order based on descending agent performance scores for at least one key performance indicator, and routing the interaction to a first contact center agent determined to be available to be routed the interaction.

公开(公告)号：US20250124456A1

公开(公告)日：2025-04-17

申请号：US18488005

申请日：2023-10-16

Applicant: Genesys Cloud Services, Inc.

Inventor： Ayyanar Veerapandian ,  Ravikumar Gopal

IPC: G06Q30/015 ,  G10L15/06 ,  G10L15/183 ,  G10L15/22 ,  G10L15/30

Abstract: A method of dynamically updating a frequently asked questions knowledge base for agent assist according to an embodiment includes receiving, by a computing system, a transcript of a contact center interaction between a contact center agent and a client, analyzing, by the computing system, the transcript to generate a plurality of question-answer pairs based on an artificial intelligence model, determining, by the computing system, whether each question-answer pair of the plurality of question-answer pairs is stored in a dynamic frequently asked questions knowledge base, determining, by the computing system, whether a question-answer pair of the plurality of question-answer pairs is frequently asked in response to determining that the question-answer pair is not stored in the dynamic frequently asked questions knowledge base, and updating, by the computing system, the dynamic frequently asked questions knowledge base to include the question-answer pair in response to determining that the question-answer pair is frequently asked.

公开(公告)号：US20240412131A1

公开(公告)日：2024-12-12

申请号：US18207344

申请日：2023-06-08

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： BAYU AJI WICAKSONO ,  WEI XUN TER ,  CHRISTOPHER E. JOHNSON ,  DANIEL J. CHAPDELAINE ,  CHARLES DAVID FICO ,  VIDIT MEHTA

IPC: G06Q10/0631 ,  G06Q10/04

Abstract: A method for selecting forecasting models for generating timeseries workload forecasts for a contact center covering varying timeseries granularities and operating horizons. The method includes selecting, via a first selection process, a first select forecasting model from first candidate forecasting models for forecasting a workload level in accordance with a lower-granularity timeseries. The first selection process may include the steps of: receiving a first timeseries dataset; defining different timeseries datasets within the first timeseries dataset, including a first shorterm dataset and first longterm dataset; testing, using the first longterm dataset, each first candidate forecasting model in accordance with a first longterm cross-validation process; testing, using the first shorterm dataset, each first candidate forecasting model in accordance with a first shorterm cross-validation process; and calculating, for each of the first candidate forecasting models, an combined accuracy score based on the testing.

公开(公告)号：US12101281B2

公开(公告)日：2024-09-24

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：US12067613B2

公开(公告)日：2024-08-20

申请号：US17029869

申请日：2020-09-23

Applicant: Genesys Cloud Services, Inc.

Inventor： Archana Sekar ,  Javier Villalobos ,  Yochai Konig

IPC: G06Q30/08 ,  G06Q40/04 ,  H04L9/00 ,  H04L9/06

CPC classification number: G06Q30/08 ,  G06Q40/04 ,  H04L9/0643 ,  H04L9/50

Abstract: A method for data bidding in an enterprise system comprising a first enterprise and a second enterprise using a permissioned blockchain infrastructure according to one embodiment includes receiving, by an end user device, a request for data from an end user; generating, by the end user device, an announcement including the request for data to the enterprise system, wherein the announcement initiates the data bidding by the enterprise system; receiving, by the end user device, at least one bid including requested data of at least one of the first enterprise and the second enterprise in response to the announcement; analyzing, by the end user device, the at least one bid from the at least one of the first enterprise and the second enterprise; selecting, by the end user device, the at least one of the first enterprise and the second enterprise; displaying, by the end user device, the at least one of the first enterprise and the second enterprise to the end user; receiving, by the end user device, an indication that the end user has selected the first enterprise; and transmitting, by the first enterprise, the requested data to the end user thereby completing a data transaction.

公开(公告)号：US20240259497A1

公开(公告)日：2024-08-01

申请号：US18104088

申请日：2023-01-31

Applicant: Genesys Cloud Services, Inc.

Inventor： Manan Kalra ,  Gergely Toth ,  David Farrell ,  Emir Munoz

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5236 ,  H04M3/5238

Abstract: A method for adaptive predictive routing in a contact center system according to an embodiment includes identifying an interaction to be routed to a contact center agent, determining, for each agent cohort of a plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction, wherein the plurality of agent cohorts is in sequential order based on descending agent performance scores for at least one key performance indicator, and routing the interaction to a first contact center agent determined to be available to be routed the interaction.

公开(公告)号：US12034887B1

公开(公告)日：2024-07-09

申请号：US18121237

申请日：2023-03-14

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： Taleb John Mouslmani ,  Therese M. Ferris ,  Travis Dale Coleman ,  Mathew Scott Danish

IPC: H04M3/523 ,  G06Q10/0631 ,  H04M3/493 ,  H04M3/51

CPC classification number: H04M3/5238 ,  G06Q10/06311 ,  H04M3/493 ,  H04M3/5175 ,  H04M3/5231 ,  H04M2203/402 ,  H04M2203/551 ,  H04M2203/558

Abstract: A method for synchronizing agent staffing and customer call volume within a contact center estimates the number of agents to staff the contact center during a future time and uses historical data to estimate the number of customer calls anticipated during the future time. The method performs a first comparison of the number of agents with the anticipated customer calls volume for the future time and then determines at least one preferred contact-center callback window. The method communicates with the customer to request at least one preferred customer-selected callback time and performs a second comparison to provide the customer with a suggested callback time that is selected to synchronize the customer call volume with the number of agents, the preferred contact-center callback window, and the preferred customer-selected callback time to improve the customer's experience and efficiency of the contact center.

公开(公告)号：US20240214493A1

公开(公告)日：2024-06-27

申请号：US18121237

申请日：2023-03-14

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： TALEB JOHN MOUSLMANI ,  THERESE M. FERRIS ,  TRAVIS DALE COLEMAN ,  MATHEW SCOTT DANISH

IPC: H04M3/523 ,  G06Q10/0631 ,  H04M3/493 ,  H04M3/51

CPC classification number: H04M3/5238 ,  G06Q10/06311 ,  H04M3/493 ,  H04M3/5175 ,  H04M3/5231 ,  H04M2203/402 ,  H04M2203/551 ,  H04M2203/558

Abstract: A method for synchronizing agent staffing and customer call volume within a contact center estimates the number of agents to staff the contact center during a future time and uses historical data to estimate the number of customer calls anticipated during the future time. The method performs a first comparison of the number of agents with the anticipated customer calls volume for the future time and then determines at least one preferred contact-center callback window. The method communicates with the customer to request at least one preferred customer-selected callback time and performs a second comparison to provide the customer with a suggested callback time that is selected to synchronize the customer call volume with the number of agents, the preferred contact-center callback window, and the preferred customer-selected callback time to improve the customer's experience and efficiency of the contact center.

公开(公告)号：US20240211701A1

公开(公告)日：2024-06-27

申请号：US18088230

申请日：2022-12-23

Applicant: Genesys Cloud Services, Inc.

Inventor： Lev Haikin ,  Avraham Faizakof ,  Rotem Maoz ,  Eyal Orbach ,  Nelly David

IPC: G06F40/40 ,  G06F40/166 ,  G06F40/279 ,  G10L15/22 ,  G10L15/26

CPC classification number: G06F40/40 ,  G06F40/166 ,  G06F40/279 ,  G10L15/22 ,  G10L15/26

Abstract: A method for generating automatic alternative text suggestions for a speech recognition engine of a contact center system according to an embodiment includes applying a word embedding model to generate a vector representation of each unique word in a contact center communication text corpus, calculating a cosine similarity of each vector representation and each other vector representation generated by the word embedding model, discarding each calculated cosine similarity result determined to be below a predefined threshold to generate a filtered set of word pairs, calculating a Levenshtein distance between words of each word pair of the filtered set of word pairs, and generating a candidate list of alternative words for a target word based on the Levenshtein distance between the words of each word pair of the filtered set of word pairs.

公开(公告)号：US20240205336A1

公开(公告)日：2024-06-20

申请号：US18365577

申请日：2023-08-04

Applicant: Genesys Cloud Services, Inc.

Inventor： Emir Muñoz ,  Apostolos Galanpoulos ,  Greg Toth ,  David Farrell ,  Maciej Dabrowski

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/5238 ,  H04M2203/402

Abstract: A method of routing interactions to contact center agents according to an embodiment includes identifying an interaction to be routed to a contact center agent, determining a predictive routing score for each prospective contact center agent to which the interaction can be routed based on a historical performance of each prospective agent, determining a relative gain for each prospective agent based on an interaction class of the interaction, an agent class performance of the prospective agent, and an agent value of the prospective agent, wherein the relative gain of a respective agent is indicative of a relative optimization improvement of routing the interaction to the respective agent relative to another of the prospective agents, ranking the prospective agents based on the associated predictive routing score and the associated relative gain for each prospective agent, and routing the interaction to an agent selected based on the ranking of the prospective agents.