公开(公告)号：US20250077769A1

公开(公告)日：2025-03-06

申请号：US18459352

申请日：2023-08-31

Applicant: Genesys Cloud Services, Inc.

Inventor： Ramasubramanian Sundaram ,  Naresh Kumar Elluru ,  Pavan Kumar Buduguppa

IPC: G06F40/216 ,  G06F40/284 ,  G06F40/35

Abstract: A method of leveraging improved conversational bots in a contact center system according to an embodiment includes performing knowledge distillation through machine learning to teach a student artificial intelligence model based on a teacher artificial intelligence model and reduce a size of an initial multilingual vocabulary, wherein the student artificial intelligence model includes fewer machine learning embedding layers than the teacher artificial intelligence model, removing tokens from the initial multilingual vocabulary based on a grouping of languages with linguistic similarities to reduce the size of the initial multilingual vocabulary, parsing user text from a human user into one or more tokens, identifying token indexes associated with the respective one or more tokens in a reduced multilingual vocabulary, determining embedding values associated with the identified token indexes, and generating a multilingual embedding output for the user text indicative of user intent based on the embedding values using machine learning.

公开(公告)号：US12225159B2

公开(公告)日：2025-02-11

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

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：US12210453B2

公开(公告)日：2025-01-28

申请号：US18345243

申请日：2023-06-30

Applicant: Genesys Cloud Services, Inc.

Inventor： Charles D. Fico ,  Stefan Brinton ,  Chad Slappey ,  Hanna Wade

IPC: G06F12/06 ,  G06F12/0891 ,  G06F12/123

Abstract: A method for configurable caching, deduplication, and rate limit handling of user interface data requests according to an embodiment includes receiving a data request initiated by a user interface element of a user interface, determining whether a deduplication cache includes a deduplication entry associated with the data request, determining whether a main cache includes a cache entry associated with the data request in response to determining that the deduplication cache does not include the deduplication entry, determining whether the data request is associated with a rate-limited group of application programming interface endpoints in response to determining that the main cache does not include the cache entry or determining that the cache entry has expired, and making the data request to a backend system after a predefined server retry period associated with the rate-limited group has elapsed in response to determining that the data request is associated with the rate-limited group.

公开(公告)号：US20240428154A1

公开(公告)日：2024-12-26

申请号：US18340677

申请日：2023-06-23

Applicant: Genesys Cloud Services, Inc.

Inventor： Cliff Bell ,  Dan Stoops

IPC: G06Q10/0631

Abstract: A method for analysis of in-person attendant interactions according to an embodiment includes determining a location of a person within a monitored area based on sensor data generated by one or more sensors, determining a start queue time associated with a time at which the person is located at a start queue position within the monitored area, determining an end queue time associated with a time at which the person is located at an end queue position, recording interaction data of an interaction between the person and an attendant when the person is located at the end queue position, determining a wait time of the person in the queue based on the start queue time and the end queue time, determining an interaction time of the interaction based on the interaction data, and adjusting an attendant schedule for the monitored area to improve the wait time or the interaction time.

公开(公告)号：US20240283868A1

公开(公告)日：2024-08-22

申请号：US18129192

申请日：2023-03-31

Applicant: GENESYS CLOUD SERVICES, INC.

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

IPC: H04M3/51 ,  G06F40/211 ,  G06F40/253 ,  G06F40/284 ,  G06F40/35 ,  G10L13/02 ,  G10L15/18 ,  G10L15/22 ,  H04L51/02 ,  H04L51/216

CPC classification number: H04M3/5175 ,  G06F40/211 ,  G06F40/253 ,  G06F40/284 ,  G06F40/35 ,  G10L13/02 ,  G10L15/1815 ,  G10L15/1822 ,  G10L15/22 ,  H04L51/02 ,  H04L51/216 ,  H04M3/5191 ,  G10L2015/088 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2203/403

Abstract: A method for generating a customer bot and using the customer bot to train agents, where a first process generates the customer bot and a second process uses the customer bot to train the agents. The first process includes: gathering conversation data; mining intents from the conversation data; constructing, from the mined intents, a dialog engine simulating an interaction type; uploading the customer bot to an automated training module for use thereby; and periodically repeating the previous steps so to update the customer bot with recent conversation data. The second process includes: monitoring for triggering events; initiating the training by initiating a virtual communication to a user device of a first agent; connecting the virtual communication to the customer bot; conducting a simulated interaction; and analyzing one or more statements received from the first agent to derive a performance assessment.

公开(公告)号：US20240211693A1

公开(公告)日：2024-06-27

申请号：US18088175

申请日：2022-12-23

Applicant: Genesys Cloud Services, Inc.

Inventor： Igal Mazor ,  Yaron Ismah-Moshe ,  Sahar Ben-Shushan ,  Nadav Gottenstein

IPC: G06F40/30

CPC classification number: G06F40/30

Abstract: A method for error reduction in intent classification according to an embodiment includes determining a set of possible intent classes for a section of input text, mapping each of the possible intent classes into a respective group of a plurality of groups, determining which groups of the plurality of groups are contradictory to one or more other groups of the plurality of groups, splitting the section of input text into a plurality of sub-parts, performing intent classification on the section of input text to determine an intent of the section of input text and on each sub-part of the plurality of sub-parts to determine a respective intent of each sub-part, evaluating the determined intent of the section of input text and the respective intents of the sub-parts for intent contradiction, and overriding the determined intent of the section of input text in response to identifying an intent contradiction.

公开(公告)号：US20240202783A1

公开(公告)日：2024-06-20

申请号：US18084694

申请日：2022-12-20

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： ANKIT PAT ,  JULIANNE MADELEINE CHALOUX ,  STEPHEN McCONVILLE ,  MACIEJ DABROWSKI

IPC: G06Q30/02 ,  G06F18/2321

CPC classification number: G06Q30/0281 ,  G06F18/2321

Abstract: A method for operationally transitioning between a first and second model in a contact center. The method includes defining a transition window and a pre-transition window. The method includes, during the pre-transition window, using the first model to determine first outputs and, therefrom, determining first output probability distributions and using, in real-time, the first outputs operationally in relation to pre-transition customers. The method includes, during the transition window: using the second model to determine second outputs, and, therefrom, determining second output probability distributions; determining a target output probability distribution; transforming a current second output probability distribution into the target output probability distribution and, based on the transformation, determining a transformed output for the second outputs of the current second output probability distribution; and using, in real-time, the transformed outputs operationally in relation to the transition customers.

公开(公告)号：US11968327B2

公开(公告)日：2024-04-23

申请号：US18323383

申请日：2023-05-24

Applicant: Genesys Cloud Services, Inc.

Inventor： Chitra Gopalan ,  Stefan Brinton ,  Vikas Srivastava ,  Charles D. Fico

IPC: H04M3/51 ,  H04L67/10

CPC classification number: H04M3/5175 ,  H04M3/5183 ,  H04L67/10

Abstract: An on-premises system for pre-processing data for forecasting according to an embodiment includes at least one processor and at least one memory having a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the on-premises system to receive a request to forecast contact center data using a cloud system, determine a first number of interactions per unit of time for a source interval, determine a second number of units of time in a destination interval, and determine a third number of interactions in the destination interval based on the first number of interactions per unit of time for the source interval and the second number of units of time in the destination interval.

公开(公告)号：US20240107083A1

公开(公告)日：2024-03-28

申请号：US18373253

申请日：2023-09-26

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： CAMIEL COPPELMANS ,  FELIX IMMANUEL WYSS ,  MATT JAHNS

IPC: H04N21/233 ,  H04N21/218

CPC classification number: H04N21/233 ,  H04N21/2181

Abstract: A method for providing streaming audio over a network from a client to a server associated with a third-party service. The method includes receiving configuration data from a tenant regarding the server. The method may further include establishing a connection with the server via a connection process. The connection process includes sending a connection request that includes: a bidirectional communication protocol configured to transmit data from the client to the server and from the server to the client by reusing an established connection channel; a tenant-Id parameter; and a session-Id parameter. The method may further include implementing an open transaction for initiating the streaming of the audio of the ongoing conversation to the server. The open transaction includes transmitting participant parameters identifying the customer and at least one choice regarding an audio format for the audio streaming.

公开(公告)号：US20230315998A1

公开(公告)日：2023-10-05

申请号：US17708679

申请日：2022-03-30

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： RAMASUBRAMANIAN SUNDARAM ,  BASIL GEORGE

IPC: G06F40/35 ,  G06F40/117 ,  G06F40/253 ,  G06F40/289 ,  G06F16/2458

CPC classification number: G06F40/35 ,  G06F40/117 ,  G06F40/253 ,  G06F40/289 ,  G06F16/2465

Abstract: A method for mining topics discussed in conversations that includes: receiving conversation data; and using a topic mining algorithm to mine topics from the conversation data. The topic mining algorithm includes identifying candidate topics in each of the conversations. The topic mining algorithm further includes identifying the topics of the conversations by: compiling a list of the candidate topics; pruning the list of candidate topics by discarding certain of the candidate topics per a cross-conversation factor that factors usage across all conversations; and identifying the candidate topics remaining on the pruned list of candidate topics as the topics. The topic mining algorithm further includes determining topic groups by grouping the topics according to a degree of semantic similarity between the topics; and associating a list of utterances with the topic groups.