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公开(公告)号：US11763318B2
公开(公告)日：2023-09-19
申请号：US17392866
申请日：2021-08-03
Applicant: GENESYS CLOUD SERVICES, INC.
Inventor： Andrea Friio
IPC: G06F3/04817 , H04L51/02 , H04L51/04 , G06Q30/016
CPC classification number: G06Q30/016 , G06F3/04817 , H04L51/02 , H04L51/04
Abstract: A method for implementing chats that includes: providing a chat feature and chat interface on a webpage; providing two types of the chat resources for generating the text inputs of the chats, an automated chat resource type and a human chat resource type; providing a routing function that selectively routes incoming chats between the two types of the chat resources; providing a first selectable portion on the chat interface that, when selected by a customer, indicates a customer chat preference as to whether the customer prefers to chat with chat resources of the automated chat resource type or human chat resource type; receiving input from the customer device indicating that the customer selected the first selectable portion; determining from the received input the customer chat preference; and routing in accordance with the determined preference.
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公开(公告)号：US20230186317A1
公开(公告)日：2023-06-15
申请号：US17551844
申请日：2021-12-15
Applicant: GENESYS CLOUD SERVICES, INC.
Inventor： ANDREA FRIIO
CPC classification number: G06Q30/016 , G06Q10/06313
Abstract: A method for managing a queue in a contact center that includes: receiving a previous call from a first customer and determining a unique identifier; tracking a previous queue time; detecting the previous call ending without being connected to an agent; determining the previous wait time accrued; saving in a database a previous call record that includes the previous queue time and the unique identifier; receiving a present call from the first customer and determining a unique identifier; tracking a present queue time; using the unique identifier to check the database to determine the related previous call record; determining the previous queue time; calculating an adjusted total queue time that is the present queue time plus previous queue time; and positioning the first customer in the queue based on the adjusted total queue time.
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公开(公告)号：US11637701B2
公开(公告)日：2023-04-25
申请号：US17029834
申请日：2020-09-23
Applicant: Genesys Cloud Services, Inc.
Inventor： Archana Sekar , Javier Villalobos , Yochai Konig
IPC: G06F16/27 , H04L9/32 , G06Q30/018
Abstract: A method for conducting a data transaction between an on-chain enterprise and an off-chain enterprise according to one embodiment includes receiving at the on-chain enterprise a request for data from an end user; determining that the off-chain enterprise possesses the requested data; transmitting the request for data to an oracle system; transmitting the request for data to the off-chain enterprise; providing the requested data to the oracle system; providing the requested data to the on-chain enterprise by (i) generating a block representing the data transaction in the blockchain infrastructure, (ii) publishing the block to one or more nodes in the blockchain infrastructure, (iii) validating the data transaction at the one or more nodes in the blockchain infrastructure, (iv) adding the block to a blockchain based on a consensus reached among the one or more nodes in the blockchain infrastructure, (v) updating the one or more nodes in the blockchain infrastructure with the block, and (vi) labeling the data transaction as successful; and transmitting the requested data to the end user.
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公开(公告)号：US20230091036A1
公开(公告)日：2023-03-23
申请号：US17880452
申请日：2022-08-03
Applicant: Genesys Cloud Services, Inc.
Inventor： Chitra Gopalan , Stefan Brinton , Vikas Srivastava , Charles D. Fico
IPC: H04M3/51
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.
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公开(公告)号：US20230080724A1
公开(公告)日：2023-03-16
申请号：US17475005
申请日：2021-09-14
Applicant: Genesys Cloud Services, Inc.
Inventor： Dan Stoops , Cliff Bell , Merijn Te Booij
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.
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Patent Agency Ranking
公开(公告)号：US11557281B2
公开(公告)日：2023-01-17
申请号：US17135114
申请日：2020-12-28
Applicant: Genesys Cloud Services, Inc.
Inventor： Ramasubramanian Sundaram , Pavan Buduguppa
Abstract: A method of applying a confidence classifier for intent classification in association with an automated chat bot according to an embodiment includes processing, by a computing system, an utterance with an intent classifier to determine a probability distribution of possible intents associated with the utterance, generating, by the computing system, a plurality of measures of peakedness of the probability distribution, and applying, by the computing system, a trained confidence classifier to determine a single normalized probability of a most likely intent associated with the utterance based on the plurality of measures of peakedness of the probability distribution.
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公开(公告)号：US20220366197A1
公开(公告)日：2022-11-17
申请号：US17318467
申请日：2021-05-12
Applicant: GENESYS CLOUD SERVICES, INC.
Inventor： ARNON MAZZA , LEV HAIKIN , EYAL ORBACH , AVRAHAM FAIZAKOF
Abstract: A method and system for finetuning automated sentiment classification by at least one processor may include: receiving a first machine learning (ML) model M0, pretrained to perform automated sentiment classification of utterances, based on a first annotated training dataset; associating one or more instances of model M0 to one or more corresponding sites; and for one or more (e.g., each) ML model M0 instance and/or site: receiving at least one utterance via the corresponding site; obtaining at least one data element of annotated feedback, corresponding to the at least one utterance; retraining the ML model M0, to produce a second ML model Mi, based on a second annotated training dataset, wherein the second annotated training dataset may include the first annotated training dataset and the at least one annotated feedback data element; and using the second ML model Mi, to classify utterances according to one or more sentiment classes.
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公开(公告)号：US20220360669A1
公开(公告)日：2022-11-10
申请号：US17740061
申请日：2022-05-09
Applicant: Genesys Cloud Services, Inc.
Inventor： Emir Munoz , Maciej Dabrowski , Rory McTigue , David Farrell
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, identifying a group of contact center agents as candidates for routing of the interaction, retrieving agent performance data for each candidate agent of the group of contact center agents identified as candidates for routing of the interaction, determining a predicted score for a key performance indicator for each candidate agent based on the agent performance data, determining an occupancy rate of each candidate agent based on the agent performance data, generating a ranking of the candidate agents for routing prioritization based on the predicted score for the key performance indicator for each candidate agent and the occupancy rate of each candidate agent, and signaling a routing device to route the interaction to a selected candidate agent based on the ranking of the candidate agents.
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公开(公告)号：US20250148304A1
公开(公告)日：2025-05-08
申请号：US18386324
申请日：2023-11-02
Applicant: GENESYS CLOUD SERVICES, INC.
Inventor： JULIAN LEONARD , GREG TOTH , PETER ROCHE , ORLA COLEMAN , RAHUL CHHABRA , FERGAL PAUL MONAGHAN
Abstract: A method for classifying customers via operation of a probability score of a predictive model that expresses a probability of a customer achieving a predicted outcome. The method includes: recording previous probability scores and grouping within a dataset; sorting the dataset by an increasing value; deriving a set of reference quantiles based on the sorted previous probability scores of the dataset; determining action thresholds defining a range of target quantiles within the set of reference quantiles; receiving a probability score from the predictive model for a first customer in a current interaction; comparing the probability score of the first customer to the probability scores in the set of reference quantiles to determine a matching quantile; and determining if the matching quantile is within the range of target quantiles and, based thereon, selectively classifying the first customer in the target audience.
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公开(公告)号：US20250117586A1
公开(公告)日：2025-04-10
申请号：US18378509
申请日：2023-10-10
Applicant: Genesys Cloud Services, Inc.
Inventor： Eyal Orbach , Avraham Faizakof , Lev Haikin , Nelly David , Rotem Moaz
Abstract: A system and method of identifying occurrence of a semantic variation of a phrase in a passage by at least one processor may include calculating a phrase embedding vector, representing a semantic meaning of the phrase; extracting, from a textual representation of the passage, at least one hierarchical set of nested sequences of words; for each sequence, calculating a corresponding sequence embedding vector, representing a semantic meaning of the sequence; for one or more sequence embedding vectors, calculating a corresponding vector similarity value, representing similarity of the sequence embedding vectors to the phrase embedding vector, identifying a sequence corresponding to a maximal vector similarity value of the one or more vector similarity values; and determining the identified sequence as a semantic variation of the phrase, based on the maximal vector similarity value.
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