公开(公告)号：US11870935B1

公开(公告)日：2024-01-09

申请号：US17876753

申请日：2022-07-29

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： Archana Sekar ,  Vinod Natakala Madhavan

IPC: H04M3/00 ,  H04M3/523 ,  G06Q30/016

CPC classification number: H04M3/5232 ,  G06Q30/016

Abstract: A method for facilitating an interaction with a contact center for a customer relating to a problem with a target object. The method includes receiving images of the target object from the customer and processing the images by: identifying a base object corresponding to the target object; retrieving a base object model, product identification information, and customer service information associated with the base object; analyzing the images by comparing the images of the target object to the base object model to detect changes; based on the detected changes, determining a problem statement related to the interaction; and based on the customer service information and the problem statement, selecting an applicable contact center as the contact center for the interaction. The method includes transmitting a communication that include the problem statement to the contact center to initiate the interaction.

公开(公告)号：US20230396446A1

公开(公告)日：2023-12-07

申请号：US18452446

申请日：2023-08-18

Applicant: Genesys Cloud Services, Inc.

Inventor： Archana Sekar ,  Javier Villalobos ,  Yochai Konig

IPC: H04L9/32 ,  H04L9/14 ,  H04L9/08

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

公开(公告)号：US20230315992A1

公开(公告)日：2023-10-05

申请号：US18208078

申请日：2023-06-09

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： FELIX IMMANUEL WYSS ,  ARAVIND GANAPATHIRAJU ,  PAVAN BUDUGUPPA

IPC: G06F40/295 ,  H04L51/02 ,  G06F40/253 ,  G06N3/044

CPC classification number: G06F40/295 ,  H04L51/02 ,  G06F40/253 ,  G06N3/044 ,  G06N3/08

Abstract: A method for deriving a model for a chatbot for predicting entities in a sentence. The sentence is input into a named-entity recognition module and features obtained. A LSTM RNN forward pass and backward pass is performed on the features to obtain a first and second set of results, respectively. A first concatenating is performed on the first set of results and the second set of results. A second concatenation is performed on the first concatenation using output target entities. A connected set of neurons from the second concatenation is obtained. An output is obtained, and a prediction is collected on a next output by summing the outputs previous to that output. The prediction is input into the performing of the second concatenation step, wherein the method is performed cyclically until all outputs have been processed with input predictions.

公开(公告)号：US11734624B2

公开(公告)日：2023-08-22

申请号：US17385108

申请日：2021-07-26

Applicant: Genesys Cloud Services, Inc.

Inventor： William D'Attilio ,  German Andres Velasquez Diaz ,  Wei Xun Ter ,  Bayu Wicaksono ,  I-Hsuan Weng ,  Jay Michael Langsford

IPC: G06Q10/0631 ,  H04M3/51 ,  G06Q10/04

CPC classification number: G06Q10/063116 ,  G06Q10/04 ,  H04M3/5175 ,  H04M2203/402

Abstract: A system for performing contact center agent scheduling according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to generate a workload forecast indicative of a demand that will be introduced into the contact center in a future planning period based on a workload forecast model and time series data, generate a staffing requirement forecast indicative of a number of agents required to handle the workload forecast based on the workload forecast, one or more service goals, and a staffing requirement model, and perform schedule optimization using column generation to generate an optimized contact center agent shift schedule for a plurality of agents based on the staffing requirement forecast and one or more constraints.

公开(公告)号：US20230205774A1

公开(公告)日：2023-06-29

申请号：US17564783

申请日：2021-12-29

Applicant: Genesys Cloud Services, Inc.

Inventor： Veera Raghavendra Elluru ,  Ramasubramanian Sundaram ,  Basil George ,  Naresh Kumar Elluru ,  Pavan Kumar Buduguppa

IPC: G06F16/2457 ,  G06F16/93 ,  G06N20/00

CPC classification number: G06F16/24578 ,  G06F16/93 ,  G06N20/00

Abstract: A method of leveraging a global confidence classifier for information retrieval in contact centers according to an embodiment includes receiving, by a computing system, a user query from a contact center client communication with a knowledge-only bot of the computing system, performing, by the computing system, feature extraction on the user query by converting query words of the user query into a numerical vector representation of the user query, identifying, by the computing system, a subset of documents most likely to be responsive to the user query, and re-ranking, by the computing system, the subset of documents most likely to be responsive to the user query based on a global confidence classifier model.

公开(公告)号：US20230196030A1

公开(公告)日：2023-06-22

申请号：US17557219

申请日：2021-12-21

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： PAVAN BUDUGUPPA ,  RAMASUBRAMANIAN SUNDARAM ,  VEERA RAGHAVENDRA ELLURU

IPC: G06F40/40 ,  G06N5/02 ,  G06F40/30 ,  G06N3/04 ,  G06N3/08

CPC classification number: G06F40/40 ,  G06F40/30 ,  G06N3/082 ,  G06N3/0454 ,  G06N5/022

Abstract: A method for creating a student model from a teacher model for knowledge distillation. The method including: providing a first model; using a first instance of the first model to create the teacher model by training the first instance of the first model on a training dataset; using a second instance of the first model to create the student model by training the second instance of the first model on a subset of the training dataset; identifying corresponding layers in the teacher model and the student model; for each of the corresponding layers, computing a weight similarity criterion; ranking the corresponding layers according to the weight similarity criterion; selecting, based on the ranking, one or more of the corresponding layers for designation as one or more discard layers; removing from the student model the one or more discard layers.

公开(公告)号：US20230196024A1

公开(公告)日：2023-06-22

申请号：US17557245

申请日：2021-12-21

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： PAVAN BUDUGUPPA ,  RAMASUBRAMANIAN SUNDARAM ,  VEERA RAGHAVENDRA ELLURU

IPC: G06F40/30 ,  G06N5/02 ,  G06N3/04

CPC classification number: G06F40/30 ,  G06N5/02 ,  G06N3/0454

Abstract: A method for creating a student model from a teacher model for knowledge distillation. The method may include: providing the teacher model trained on a first training dataset; generating candidate student models, wherein each of the candidate student models is a model having a unique permutation of layers derived by randomly selecting one or more layers of the plurality of layers of the teacher model for removing; generating a second training dataset; for each of the candidate student models: providing the second training dataset as inputs; recording outputs generated; and based on the recorded outputs, evaluating a performance according to a predetermined model evaluation criterion; determining which of the candidate student models performed best among the candidate student models based on the predetermined model evaluation criterion; identifying a preferred candidate student model.

公开(公告)号：US11659089B1

公开(公告)日：2023-05-23

申请号：US17551892

申请日：2021-12-15

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： Felix Immanuel Wyss ,  Robert Kassel

IPC: H04M3/00 ,  H04M3/51 ,  H04L51/046 ,  H04M3/42

CPC classification number: H04M3/5191 ,  H04L51/046 ,  H04M3/42068 ,  H04M3/5141

Abstract: A method facilitating a cross-channel interaction between a customer and a contact center. The method includes: receiving and conducting a first interaction with the customer; determining a first identifier related to the first interaction; storing, in a database, the first identifier and associating the first identifier with the first interaction; receiving a second interaction from the customer; determining a second identifier related to the second interaction; using the second identifier to check the database to determine if the second interaction is associated with the first interaction; determining, based on the check of the database, that the second interaction is contextually related with the first interaction; and modifying, in response to determining that the second interaction is contextually related to the first interaction, at least one way in which the second interaction is handled by the contact center.

公开(公告)号：US20230144379A1

公开(公告)日：2023-05-11

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 ,  G10L15/06 ,  G10L15/22 ,  G10L15/10 ,  G06N20/00

CPC classification number: G10L15/197 ,  G10L15/063 ,  G10L15/22 ,  G10L15/10 ,  G06N20/00 ,  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：US20220382982A1

公开(公告)日：2022-12-01

申请号：US17318524

申请日：2021-05-12

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： EYAL ORBACH ,  AVRAHAM FAIZAKOF ,  ARNON MAZZA ,  LEV HAIKIN

IPC: G06F40/289 ,  G06F16/2458 ,  G06F16/248

Abstract: A method and system for automatic topic detection in text may include receiving a text document of a corpus of documents and extracting one or more phrases from the document, based on one or more syntactic patterns. For each phrase, embodiments of the invention may: apply a word embedding neural network on one or more words of the phrase, to obtain one or more respective word embedding vectors; calculate a weighted phrase embedding vector, and compute a phrase saliency score, based on the weighted phrase embedding vector. Embodiments of the invention may subsequently produce one or more topic labels, representing one or more respective topics in the document, based on the computed phrase saliency scores, and may select one or more topic labels according to their relevance to the business domain of the corpus.