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：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：US20220400091A1

公开(公告)日：2022-12-15

申请号：US17348225

申请日：2021-06-15

Applicant: Genesys Cloud Services, Inc.

Inventor： Felix Immanuel Wyss ,  Matthew Jahns

IPC: H04L12/58 ,  H04L29/06

Abstract: A method of dynamic prioritization of collaboration between human and virtual agents according to an embodiment includes generating a priority score for a conversation between a human user and a chat bot, wherein the priority score is based on at least a sentiment of the human user and a temporal aspect of the conversation, providing the priority score to a human agent via an interface for monitoring the priority score, transferring control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface, and yielding control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.

公开(公告)号：US11895061B2

公开(公告)日：2024-02-06

申请号：US17348225

申请日：2021-06-15

Applicant: Genesys Cloud Services, Inc.

Inventor： Felix Immanuel Wyss ,  Matthew Jahns

IPC: H04L12/24 ,  H04L12/58 ,  H04L29/06 ,  G06F40/35 ,  G06F40/30 ,  H04M3/523 ,  H04L51/02 ,  H04L65/40 ,  H04L65/1083 ,  H04L65/80

CPC classification number: H04L51/02 ,  H04L65/1083 ,  H04L65/40 ,  H04L65/80

Abstract: A method of dynamic prioritization of collaboration between human and virtual agents according to an embodiment includes generating a priority score for a conversation between a human user and a chat bot, wherein the priority score is based on at least a sentiment of the human user and a temporal aspect of the conversation, providing the priority score to a human agent via an interface for monitoring the priority score, transferring control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface, and yielding control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.