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    TECHNOLOGIES FOR FILTERING AND QUERYING TRIE DATA STRUCTURES FOR GENERATING REAL-TIME BOT FLOW VISUALIZATIONS AND ANALYTICS
    1.
    发明申请
    TECHNOLOGIES FOR FILTERING AND QUERYING TRIE DATA STRUCTURES FOR GENERATING REAL-TIME BOT FLOW VISUALIZATIONS AND ANALYTICS 有权

    公开(公告)号：US20250156389A1

    公开(公告)日：2025-05-15

    申请号：US18505900

    申请日：2023-11-09

    Applicant: Genesys Cloud Services, Inc.

    Inventor： Ankit Pat

    IPC: G06F16/22 ,  G06F16/23 ,  G06F16/2457

    Abstract: A method for filtering a Trie data structure for real-time bot flow visualization according to an embodiment includes receiving data associated with the Trie data structure, wherein the Trie data structure includes data for a plurality of contact center bot flows of an organization, and wherein each bot flow of the plurality of contact center bot flows includes at least one event, receiving a user selection associated with filtering the Trie data structure for modified visualization of the Trie data structure, performing a search of the Trie data structure to identify events of the Trie data structure to be deleted, deleting the identified events to generate an updated Trie data structure, updating event attributes of remaining events of the updated Trie data structure in response to deleting the identified events, and providing the updated Trie data structure for real-time bot flow visualization.

    METHOD AND SYSTEM FOR DYNAMIC ADAPTIVE ROUTING OF DEFERRABLE WORK IN A CONTACT CENTER
    3.
    发明申请
    METHOD AND SYSTEM FOR DYNAMIC ADAPTIVE ROUTING OF DEFERRABLE WORK IN A CONTACT CENTER 有权

    公开(公告)号：US20250069010A1

    公开(公告)日：2025-02-27

    申请号：US18943559

    申请日：2024-11-11

    Applicant: Genesys Cloud Services, Inc.

    Inventor： Bayu Wicaksono ,  Travis Humphreys ,  William D'Attilio ,  Johnson Tse ,  Abel Chen

    IPC: G06Q10/0633 ,  G06F40/40 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523

    Abstract: A method for optimizing a workflow of deferrable work interactions in a contact center that includes: providing a NLP models and a priority model; using text derived from received deferrable working interactions as inputs to the NLP models to generate the NLP scores; using the LP scores as inputs to the priority model to generate the priority score; identifying candidate agents of the agents for handling the deferrable work interactions; receiving an inbound work forecast; receiving agent work schedule data; using an optimization process to generate an optimized workflow for the deferrable work interactions, where the optimized workflow includes assignments in which an agent from the candidate agents is selected to handle the deferrable work interaction and a target timeframe for handling is scheduled; and routing the deferrable work interactions in accordance with the assignments of the optimized workflow.

    Technologies for automated process discovery in contact center systems
    4.
    发明授权
    Technologies for automated process discovery in contact center systems 有权

    公开(公告)号：US12212714B2

    公开(公告)日：2025-01-28

    申请号：US17565230

    申请日：2021-12-29

    Applicant: Genesys Cloud Services, Inc.

    Inventor： Archana Sekar ,  Ravikumar Gopal

    IPC: H04M3/51 ,  H04M3/523

    Abstract: A method for leveraging automated process discovery in a contact center system according to an embodiment includes determining, by a computing system and for each of a plurality of agent-client interactions, an context of an interaction between a corresponding contact center agent and a corresponding contact center client, capturing, by the computing system and for each of the plurality of agent-client interactions, actions taken by the corresponding contact center agent during the corresponding interaction, determining, by the computing system and for each of the plurality of agent-client interactions, a corresponding sequence of actions taken by the corresponding contact center agent based on the captured actions, and applying, by the computing system, sequence matching to generate a common sequence of actions based on the determined corresponding sequence of actions taken for the plurality of agent-client interactions.

    SYSTEMS AND METHODS FOR COMPUTING INTENT HEALTH FOR ENHANCING CONVERSATIONAL BOTS
    5.
    发明申请
    SYSTEMS AND METHODS FOR COMPUTING INTENT HEALTH FOR ENHANCING CONVERSATIONAL BOTS 有权

    公开(公告)号：US20240378392A1

    公开(公告)日：2024-11-14

    申请号：US18661235

    申请日：2024-05-10

    Applicant: GENESYS CLOUD SERVICES, INC.

    Inventor： BASIL GEORGE ,  RAMASUBRAMANIAN SUNDARAM ,  SARNENDU RAHA ,  SUDHANSHU SHEKHAR ,  SANKET SINGH

    IPC: G06F40/35 ,  G06F3/0484 ,  G06N3/006 ,  G06Q30/015 ,  H04L51/02

    Abstract: A method for enhancing intent health of a conversational bot. The conversational bot include a machine learning model trained for natural language understanding (NLU) within a NLU domain that is defined by a collection of intents and sets of associated utterances. The method includes: retrieving the collection of intents and associated utterances; generating an utterance embedding for each of the retrieved utterances; calculating scores for utterance-level health indicators for each intent of the collection of intents; and calculating an overall intent health score for each intent of the collection of intents. The overall intent health score may be based on a weighted combination of the calculated scores for the utterance-level health indicators. The utterance-level health indicators may include an utterance in conflict indicator based on a computed semantic similarity and an utterance outlier indicator based on local density.

    Real-time agent assist
    6.
    发明授权
    Real-time agent assist 有权

    公开(公告)号：US12095949B2

    公开(公告)日：2024-09-17

    申请号：US17564708

    申请日：2021-12-29

    Applicant: Genesys Cloud Services, Inc.

    Inventor： Merijn Te Booij ,  Dan Stoops ,  Cliff Bell

    IPC: H04M3/00 ,  G06F40/279 ,  G06F40/30 ,  H04M3/51

    CPC classification number: H04M3/5116 ,  G06F40/279 ,  G06F40/30

    Abstract: A system for real-time agent assist in a crisis scenario 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 receive an information request from a contact center client, evaluate the information request using natural language understanding to determine a knowledge fragment associated with the information request, analyze the knowledge fragment based on a crisis knowledge base of the system with respect to at least one of a confidence in the knowledge fragment, a veracity of the knowledge fragment, a frequency of the knowledge fragment, or a proximity of the knowledge fragment to the crisis scenario, and generate a response to the contact center client in response to analysis of the knowledge fragment based on the crisis knowledge base.

    SYSTEM AND METHOD FOR CLASSIFYING DATA SAMPLES
    7.
    发明公开
    SYSTEM AND METHOD FOR CLASSIFYING DATA SAMPLES 审中-公开

    公开(公告)号：US20240211799A1

    公开(公告)日：2024-06-27

    申请号：US18087958

    申请日：2022-12-23

    Applicant: GENESYS CLOUD SERVICES, INC.

    Inventor： IGAL MAZOR

    IPC: G06N20/00 ,  G06N5/04

    CPC classification number: G06N20/00 ,  G06N5/04

    Abstract: A method and a system for improving classification of data samples, which may be considered as class outliers, are claimed. The method includes inferring a pretrained classifying ML-based model on the incoming data sample, to assign a particular class of a plurality of classes thereto; calculating a similarity metric value representing a degree of similarity between the incoming data sample and one or more previously classified data samples of the particular class; and validating assignment of the particular class to the incoming data sample, based on the calculated similarity metric value.

    Systems and methods relating to a contact center media services
    9.
    发明授权
    Systems and methods relating to a contact center media services 有权

    公开(公告)号：US12022027B1

    公开(公告)日：2024-06-25

    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.

    SYSTEMS AND METHODS FOR FACILITATING CUSTOMER-INITIATED INTERACTIONS WITH CONTACT CENTERS VIA MULTIMEDIA CUSTOMER INPUT
    10.
    发明公开
    SYSTEMS AND METHODS FOR FACILITATING CUSTOMER-INITIATED INTERACTIONS WITH CONTACT CENTERS VIA MULTIMEDIA CUSTOMER INPUT 审中-公开

    公开(公告)号：US20240040042A1

    公开(公告)日：2024-02-01

    申请号：US17876753

    申请日：2022-07-29

    Applicant: GENESYS CLOUD SERVICES, INC.

    Inventor： ARCHANA SEKAR ,  VINOD NATAKALA MADHAVAN

    IPC: H04M3/523 ,  G06Q30/00

    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.

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