公开(公告)号：US11438458B1

公开(公告)日：2022-09-06

申请号：US17474791

申请日：2021-09-14

Applicant: Genesys Cloud Services, Inc.

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

IPC: H04M3/51 ,  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：US20250165720A1

公开(公告)日：2025-05-22

申请号：US18386335

申请日：2023-11-02

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： LEV HAIKIN ,  AVRAHAM FAIZAKOF ,  NELLY DAVID ,  EYAL ORBACH ,  ROTEM MAOZ

IPC: G06F40/40 ,  G06F16/951 ,  G06F40/279 ,  G06F40/35 ,  G06Q30/015

Abstract: A method in a contact center for generating insights from conversation data derived from interactions and storing the insights in an index. The method may include: determining an insight type; based on the insight type, determining inputs including a question prompt, answer prefix, and relevant portion of the conversation data; inputting the inputs into a LLM configured to receive the inputs and generate output text answering a question contained in the question prompt pursuant to an answer form suggested by the answer prefix given content contained in the relevant portion of the conversation data; generating the output text via operation of the LLM; transforming the output text of the first insight via a sentence transformer into vector embedding representative of a semantic meaning of the output text; and storing the computed vector embedding of the first insight in the index.

公开(公告)号：US20250123964A1

公开(公告)日：2025-04-17

申请号：US19002504

申请日：2024-12-26

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：US20250119498A1

公开(公告)日：2025-04-10

申请号：US18481191

申请日：2023-10-04

Applicant: Genesys Cloud Services, Inc.

Inventor： HariVignesh Ramesh ,  Jothiprasath Rajan ,  Santhosh Kumar Karthikeyan ,  Sasidharan Dhandapani

IPC: H04M3/51 ,  G10L15/26

Abstract: A method of leveraging artificial intelligence for post-call actions in contact center systems 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 in real time, analyzing, by the computing system, the transcript of the interaction to identify one or more action items to be performed with respect to the contact center interaction based on an artificial intelligence model, determining, by the computing system and for each action item of the identified one or more action items, at least one predefined action associated with the respective action item, receiving, by the computing system, an indication that the contact center agent has selected a particular predefined action associated with a particular action item, and performing, by the computing system, the selected predefined action.

公开(公告)号：US20250106457A1

公开(公告)日：2025-03-27

申请号：US18471512

申请日：2023-09-21

Applicant: Genesys Cloud Services, Inc.

Inventor： Balaji Gokulakannan ,  Dinesh Kumar Ekambaram ,  Gomathi Manoharan ,  Suresh Periyappan

IPC: H04N21/262 ,  H04N21/2187 ,  H04N21/25 ,  H04N21/858

Abstract: A method of analysis and broadcast streaming in contact centers to reduce system loads in high volume contexts according to an embodiment includes analyzing social media content using an artificial intelligence model to identify issues encountered by clients of a contact center, ranking the issues encountered by the clients of the contact center based on a priority of resolving each of the issues, selecting an issue ranked as a highest priority issue, identifying agents best suited to handle the selected issue based on agent skills related to the selected issue, determining a next best available time for a live agent session with a group of agents selected based on respective real-time interaction loads of the agents, and broadcasting a stream of the live agent session at the next best available time through at least one social media channel to the clients of the contact center.

公开(公告)号：US12212790B2

公开(公告)日：2025-01-28

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

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：US20250004942A1

公开(公告)日：2025-01-02

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：US12182136B2

公开(公告)日：2024-12-31

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

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：US20240330828A1

公开(公告)日：2024-10-03

申请号：US18129175

申请日：2023-03-31

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： ANKIT PAT

IPC: G06Q10/0639 ,  G06Q10/04 ,  H04M3/51

CPC classification number: G06Q10/06393 ,  G06Q10/04 ,  H04M3/5175 ,  H04M2203/401

Abstract: A method of determining operational advantages associated with prospective use by a contact center of a predictive routing model. The operational advantages may include quantifying an expected lift in a target metric. The method includes: receiving an operational dataset associated with a time period of operation for the contact center; providing the predictive routing model configured to predict a score for the target metric for a given agent for a given interaction based on agent characteristic data associated with the given agent and interaction data associated with the given interaction; and, using the received predictive routing model, operational dataset, and agent characteristic data, computing the expected lift in the target metric assuming use of the predictive routing model during the time period. The algorithm used to compute the lift in the target metric is based on individual agent occupancy levels.

公开(公告)号：US20240259190A1

公开(公告)日：2024-08-01

申请号：US18104033

申请日：2023-01-31

Applicant: Genesys Cloud Services, Inc.

Inventor： Santhosh Kumar Karthikeyan ,  Vinoth Saravanan ,  Monisha Padmavathi Ragavan ,  Asmitha Durairaj ,  Vinoth Subramaniam ,  Mohamed Uvaiz Anwar Batcha ,  Praveen Kumar Anandadoss

IPC: H04L9/08 ,  H04L9/32

CPC classification number: H04L9/0825 ,  H04L9/3231 ,  H04L9/3271

Abstract: A method for authenticating a contact center user to a contact center agent includes a cloud system, to which the agent is securely authenticated, triggering a sending of an electronic message to a user device. The user device has one or more biometric authentication features, which it requires to access a private key, of a key pair, securely stored on the user device. The electronic message contains a validation link or a trigger for a validation prompt. A passkey system stores an agent identifier, a user identifier, an interaction identifier, and a credential identifier in a database, in response receiving a positive authentication status from a business web server indicating that the business web server has authenticated the customer device by passkey. In response to the passkey system receiving the positive authentication status, the passkey system transmits an authentication status notification indicating the positive authentication status to the cloud system.