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公开(公告)号：US20240205334A1
公开(公告)日：2024-06-20
申请号：US18121213
申请日：2023-03-14
Applicant: GENESYS CLOUD SERVICES, INC.
Inventor： GRYGORIY BUDILOVSKY , MIKHAIL G. EPIKTETOV
IPC: H04M3/51 , G06Q30/016
CPC classification number: H04M3/5175 , G06Q30/016 , H04M3/5191
Abstract: A method of providing customer relations services to customer on behalf of a contact center by utilizing agent devices, the agent devices being updated over a network with content items and the content items being processed by the agent devices so to provide the customer relation services. The method includes: receiving a request for a first content item from a first agent device of the agent devices; identifying candidate agent devices from the agent devices as ones of the agent devices capable of providing the first content item; selecting, via selection rules included in control logic, a selected agent device from the candidate agent devices for sharing the first content item with the first agent device; and transmitting instructions to the selected agent device initiating the selected agent device to transfer the first content item with the first agent device.
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32.发明公开公开(公告)号：US20240202096A1
公开(公告)日：2024-06-20
申请号：US18545105
申请日：2023-12-19
Applicant: GENESYS CLOUD SERVICES, INC.
Inventor： ANKIT PAT , MACIEJ DABROWSKI
IPC: G06F11/34
CPC classification number: G06F11/3447 , G06F11/3438
Abstract: A method that includes the steps of: generating, via a training data process, training data samples from respective journey data samples, the journey data samples comprising a customer journey represented by a sequence of events, values associated with respective event attributes, and journey outcome; and training a machine learning model using the training data samples. The training data process includes generating a vector embedding for each of the events included within the journey data samples that captures the value for each of the event attributes by: dividing the list of event into low and high cardinality groups via a cardinality threshold; for the low cardinality groups, categorically encoding the values according to a total number of unique values appearing therein; for the high cardinality groups: clustering the values and categorically encoding the values according to the group it resides in.
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公开(公告)号：US20240119370A1
公开(公告)日：2024-04-11
申请号：US17962729
申请日：2022-10-10
Applicant: GENESYS CLOUD SERVICES, INC.
Inventor： IGAL MAZOR
CPC classification number: G06N20/20 , G06K9/6257
Abstract: A system and method of training a machine-learning (ML) based model by at least one processor may include receiving an initial dataset, including a plurality of annotated data samples; based on the initial dataset, training at least one ML-based first-level model to perform a first-level task; based on training the at least one ML-based first-level model, calculating at least one characteristic, representing, for each data sample, a value of contribution into a training of a ML-based second-level model to perform a second-level task; omitting a subset of data samples from the initial dataset based on the at least one characteristic, to obtain a target dataset; and training ML-based second-level model, to perform the second-level task, based on the target dataset.
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公开(公告)号：US11895061B2
公开(公告)日：2024-02-06
申请号：US17348225
申请日：2021-06-15
Applicant: Genesys Cloud Services, Inc.
Inventor： Felix Immanuel Wyss , Matthew Jahns
IPC: H04L12/24 , H04L12/58 , H04L29/06 , G06F40/35 , G06F40/30 , H04M3/523 , H04L51/02 , H04L65/40 , H04L65/1083 , H04L65/80
CPC classification number: H04L51/02 , H04L65/1083 , H04L65/40 , H04L65/80
Abstract: A method of dynamic prioritization of collaboration between human and virtual agents according to an embodiment includes generating a priority score for a conversation between a human user and a chat bot, wherein the priority score is based on at least a sentiment of the human user and a temporal aspect of the conversation, providing the priority score to a human agent via an interface for monitoring the priority score, transferring control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface, and yielding control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.
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公开(公告)号：US20220398682A1
公开(公告)日：2022-12-15
申请号：US17344191
申请日：2021-06-10
Applicant: Genesys Cloud Services, Inc.
Inventor： Wing Yee Tam , Steve Gardner , Reginald Cui , Hongbo Liu , Jae Yoon Cha , Christopher Philip Cheel
Abstract: A method of automated analysis of learning content's impact on agent performance according to an embodiment includes automatically determining a first set of performance metrics for an agent for a predefined first period before the agent participated in a learning module in response to notification of completion in the learning module, automatically determining a second set of performance metrics for the agent for a predefined second period after the agent participated in the learning module in response to determining that the predefined second period has elapsed, computing a first set of performance metric differences between those sets of metrics, and performing correlation analysis to determine whether the learning module significantly effects one or more performance metrics of the agent based on a plurality of performance metric differences computed for a plurality of agents, wherein the plurality of performance metric differences includes the first set of performance metric differences.
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Patent Agency Ranking
公开(公告)号：US20220366427A1
公开(公告)日：2022-11-17
申请号：US17742090
申请日：2022-05-11
Applicant: Genesys Cloud Services, Inc.
Inventor： Daniel Stewart Stoops , Cliff W. Bell
Abstract: A method of training an artificial intelligence system to handle long-tail interactions according to an embodiment includes receiving a user question from a user, analyzing the user question with a natural language understanding engine to determine whether an intent of the user question matches an answer in an answer knowledgebase of the system, transferring at least the user question of the interaction to a primary subject matter expert in response to determining that the intent of the user question does not match an answer in the answer knowledgebase, receiving an expert answer to the user question from the primary subject matter expert, transferring an interaction package including the user question and the expert answer to at least one evaluator for validation, and automatically training the natural language understanding engine based on the user question and the expert answer in response to successful validation of the expert answer.
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公开(公告)号：US20250148386A1
公开(公告)日：2025-05-08
申请号：US18387923
申请日：2023-11-08
Applicant: GENESYS CLOUD SERVICES, INC.
Inventor： CLIFF W. BELL , DANIEL STEWART STOOPS
IPC: G06Q10/0631 , G06Q10/0639
Abstract: A method for incentivizing agents with scheduling perks that includes: receiving a workload forecast; receiving a staffing plan; receiving data describing a service level target; receiving data describing the scheduling perks; performing a valuation routine for determining a value of points in relation to trading for the scheduling perks during; and performing an offer routine offering the scheduling perks to the current agents per the determined value of the points. The valuation routine includes: measuring current shift performance data; providing the staffing plan, the workload forecast, and the current shift performance data as inputs to a predictive model and calculating therewith an actual forecasted target adherence for the service level target; comparing the actual forecasted target adherence against an acceptable threshold to determine a valuation parameter; and valuing the points according to a direct relationship with the valuation parameter.
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公开(公告)号：US20250148385A1
公开(公告)日：2025-05-08
申请号：US18387915
申请日：2023-11-08
Applicant: GENESYS CLOUD SERVICES, INC.
Inventor： CLIFF W. BELL , DANIEL STEWART STOOPS
IPC: G06Q10/0631 , G06Q10/0639 , G06Q30/01
Abstract: A method for incentivizing contact center agents with scheduling perks that includes: receiving a workload forecast and staffing plan for a current shift; receiving a service level target; receiving types of scheduling perks; performing a selection routine for determining a select scheduling perk for offering to a select agent; and sending a scheduling perk offer via electronic communication to the select agent. The selection routine may include: selecting a proposed scheduling perks and a proposed agent; modifying the staffing plan to create a proposed staffing plan that reflects the proposed scheduling perk; predicting a proposed forecasted target adherence using the modified staffing plan; determining whether the proposed forecasted target adherence satisfies a threshold defined by an acceptable forecasted target adherence and, if so, deeming the proposed scheduling perk as select scheduling perk and proposed agent as select agent.
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公开(公告)号：US12273463B2
公开(公告)日：2025-04-08
申请号：US18452446
申请日：2023-08-18
Applicant: Genesys Cloud Services, Inc.
Inventor： Archana Sekar , Javier Villalobos , Yochai Konig
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.
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40.发明授权公开(公告)号：US12265938B2
公开(公告)日：2025-04-01
申请号：US17890952
申请日：2022-08-18
Applicant: GENESYS CLOUD SERVICES, INC.
Inventor： Peter Graf , James Z. Xiao , Anthony Bates , Christina Linzy , Nathan Mayer
IPC: G06Q10/0639 , G06Q30/0203
Abstract: A method for measuring experience quality. The method including: receiving key experience aspects (“KEAs”); administering pre-surveys to a representative subset of the experience audience, including an importance pre-survey requesting relative importance between the KEAs; and perception pre-survey requesting how closely perceptions align with each KEAs; calculating importance weights and perception weights based on the pre-surveys; performing a general survey process that includes surveying the experience audience to provide a quality rating indicating how well each of the KEAs was delivered based on their own experience; and calculating an Experience Index score as a measure of the quality of the experience that is an aggregation of the received quality ratings weighted by at least one of the importance weights or the perception weights.
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