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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
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.
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公开(公告)号：US12067613B2
公开(公告)日：2024-08-20
申请号：US17029869
申请日：2020-09-23
Applicant: Genesys Cloud Services, Inc.
Inventor： Archana Sekar , Javier Villalobos , Yochai Konig
CPC classification number: G06Q30/08 , G06Q40/04 , H04L9/0643 , H04L9/50
Abstract: A method for data bidding in an enterprise system comprising a first enterprise and a second enterprise using a permissioned blockchain infrastructure according to one embodiment includes receiving, by an end user device, a request for data from an end user; generating, by the end user device, an announcement including the request for data to the enterprise system, wherein the announcement initiates the data bidding by the enterprise system; receiving, by the end user device, at least one bid including requested data of at least one of the first enterprise and the second enterprise in response to the announcement; analyzing, by the end user device, the at least one bid from the at least one of the first enterprise and the second enterprise; selecting, by the end user device, the at least one of the first enterprise and the second enterprise; displaying, by the end user device, the at least one of the first enterprise and the second enterprise to the end user; receiving, by the end user device, an indication that the end user has selected the first enterprise; and transmitting, by the first enterprise, the requested data to the end user thereby completing a data transaction.
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公开(公告)号：US12273463B2
公开(公告)日：2025-04-08
申请号：US18452446
申请日：2023-08-18
Applicant: Genesys Cloud Services, Inc.
Inventor： Archana Sekar , Javier Villalobos , Yochai Konig
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.
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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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Patent Agency Ranking
公开(公告)号：US11757651B2
公开(公告)日：2023-09-12
申请号：US17029846
申请日：2020-09-23
Applicant: Genesys Cloud Services, Inc.
Inventor： Archana Sekar , Javier Villalobos , Yochai Konig
CPC classification number: H04L9/3247 , H04L9/0825 , H04L9/0861 , H04L9/14 , 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.
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公开(公告)号：US20230208972A1
公开(公告)日：2023-06-29
申请号：US17565230
申请日：2021-12-29
Applicant: Genesys Cloud Services, Inc.
Inventor： Archana Sekar , Ravikumar Gopal
CPC classification number: H04M3/5175 , 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.
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公开(公告)号：US11626988B2
公开(公告)日：2023-04-11
申请号：US17029863
申请日：2020-09-23
Applicant: Genesys Cloud Services, Inc.
Inventor： Archana Sekar , Javier Villalobos , Yochai Konig
Abstract: A method for executing hyper-personalized interactions across enterprises using interactions added to blockchains as transactions according to one embodiment includes determining, by a first enterprise system, an intent from a first interaction added to a blockchain via a blockchain transaction, determining, by the first enterprise system, a correlation between the intent and a set of subsequent related interactions with one or more enterprise systems different from the first enterprise system, and generating, by the first enterprise system, a second interaction with a second enterprise system of the one or more enterprise systems different from the first enterprise system, wherein the second interaction is within the set of subsequent related interactions.
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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.
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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
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.
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