公开(公告)号：US20240202783A1

公开(公告)日：2024-06-20

申请号：US18084694

申请日：2022-12-20

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： ANKIT PAT ,  JULIANNE MADELEINE CHALOUX ,  STEPHEN McCONVILLE ,  MACIEJ DABROWSKI

IPC: G06Q30/02 ,  G06F18/2321

CPC classification number: G06Q30/0281 ,  G06F18/2321

Abstract: A method for operationally transitioning between a first and second model in a contact center. The method includes defining a transition window and a pre-transition window. The method includes, during the pre-transition window, using the first model to determine first outputs and, therefrom, determining first output probability distributions and using, in real-time, the first outputs operationally in relation to pre-transition customers. The method includes, during the transition window: using the second model to determine second outputs, and, therefrom, determining second output probability distributions; determining a target output probability distribution; transforming a current second output probability distribution into the target output probability distribution and, based on the transformation, determining a transformed output for the second outputs of the current second output probability distribution; and using, in real-time, the transformed outputs operationally in relation to the transition customers.