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Patent Agency Ranking
公开(公告)号：US12101281B2
公开(公告)日：2024-09-24
申请号：US17874887
申请日：2022-07-27
Applicant: Genesys Cloud Services, Inc.
Inventor： Asmitha Durairaj , Monisha Padmavathi Ragavan , Santhos Palani Vell Rajan Manickam , Vinoth Subramaniam , Mohamed Uvaiz Anwar Batcha , Praveen Kumar Anandadoss , Tony Thazhekkaden
IPC: H04L51/02
CPC classification number: H04L51/02
Abstract: A method of asynchronously restoring an incomplete co-browse session according to an embodiment includes initiating an interaction between a user and a chat bot, determining whether data indicative of an incomplete co-browse session is stored in association with a user in response to initiating the interaction between the user and the chat bot, retrieving an intent configuration file associated with the incomplete co-browse session, wherein the intent configuration file defines a plurality of actions to be executed by the chat bot to resolve a user intent of the interaction between the user and the chat bot, and performing, via the chat bot and during a resumed co-browse session with the user, one or more actions of the plurality of actions defined by the intent configuration file that were not previously performed during the incomplete co-browse session.
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公开(公告)号：US20250111846A1
公开(公告)日：2025-04-03
申请号：US18480039
申请日：2023-10-03
Applicant: Genesys Cloud Services, Inc.
Inventor： Mohamed Uvaiz Anwar Batcha , Monisha Padmavathi Ragavan , Praveen Kumar Anandadoss , Asmitha Durairaj , Vinoth Subramaniam
Abstract: A method of leveraging machine learning to predict empathy for improved contact center interactions according to an embodiment includes receiving, by a computing system, at least one user message from a real-time contact center interaction with a user, generating, by an artificial intelligence system of the computing system, at least one empathy score based on the at least one message using the machine learning, wherein each of the at least one empathy score is indicative of a real-time empathy of the user, generating, by the artificial intelligence system of the computing system, an empathetic text response to the at least one user message based on the at least one empathy score, and responding to the at least one user message in the real-time contact center interaction based on the empathetic text response generated by the artificial intelligence system of the computing system.
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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
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.
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公开(公告)号：US20240039873A1
公开(公告)日：2024-02-01
申请号：US17874887
申请日：2022-07-27
Applicant: Genesys Cloud Services, Inc.
Inventor： Asmitha Durairaj , Monisha Padmavathi Ragavan , Santhos Palani Vell Rajan Manickam , Vinoth Subramaniam , Mohamed Uvaiz Anwar Batcha , Praveen Kumar Anandadoss , Tony Thazhekkaden
IPC: H04L51/02
CPC classification number: H04L51/02
Abstract: A method of asynchronously restoring an incomplete co-browse session according to an embodiment includes initiating an interaction between a user and a chat bot, determining whether data indicative of an incomplete co-browse session is stored in association with a user in response to initiating the interaction between the user and the chat bot, retrieving an intent configuration file associated with the incomplete co-browse session, wherein the intent configuration file defines a plurality of actions to be executed by the chat bot to resolve a user intent of the interaction between the user and the chat bot, and performing, via the chat bot and during a resumed co-browse session with the user, one or more actions of the plurality of actions defined by the intent configuration file that were not previously performed during the incomplete co-browse session.
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公开(公告)号：US20240037418A1
公开(公告)日：2024-02-01
申请号：US17874944
申请日：2022-07-27
Applicant: Genesys Cloud Services, Inc.
Inventor： Asmitha Durairaj , Monisha Padmavathi Ragavan , Santhos Palani Vell Rajan Manickam , Vinoth Subramaniam , Mohamed Uvaiz Anwar Batcha , Praveen Kumar Anandadoss , Tony Thazhekkaden
Abstract: A method of self-learning actions for an automated co-browse session according to an embodiment include initiating an interaction between a user and a chat bot, determining a user intent of the user based on the interaction between the user and the chat bot, routing the interaction to a human contact center agent for a co-browse session between the user and the human contact center agent, storing a plurality of actions performed by the human contact center agent during the co-browse session to a data store, and performing machine learning to determine an optimal solution for resolving the user intent based on an analysis of the plurality of actions performed by the human contact center agent during the co-browse session.
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