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.

公开(公告)号：US20230208971A1

公开(公告)日：2023-06-29

申请号：US17564708

申请日：2021-12-29

Applicant: Genesys Cloud Services, Inc.

Inventor： Merijn Te Booij ,  Dan Stoops ,  Cliff Bell

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

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

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.

公开(公告)号：US20240428154A1

公开(公告)日：2024-12-26

申请号：US18340677

申请日：2023-06-23

Applicant: Genesys Cloud Services, Inc.

Inventor： Cliff Bell ,  Dan Stoops

IPC: G06Q10/0631

Abstract: A method for analysis of in-person attendant interactions according to an embodiment includes determining a location of a person within a monitored area based on sensor data generated by one or more sensors, determining a start queue time associated with a time at which the person is located at a start queue position within the monitored area, determining an end queue time associated with a time at which the person is located at an end queue position, recording interaction data of an interaction between the person and an attendant when the person is located at the end queue position, determining a wait time of the person in the queue based on the start queue time and the end queue time, determining an interaction time of the interaction based on the interaction data, and adjusting an attendant schedule for the monitored area to improve the wait time or the interaction time.

公开(公告)号：US20230080724A1

公开(公告)日：2023-03-16

申请号：US17475005

申请日：2021-09-14

Applicant: Genesys Cloud Services, Inc.

Inventor： Dan Stoops ,  Cliff Bell ,  Merijn Te Booij

IPC: G09B5/04 ,  H04M3/51 ,  H04L12/58

Abstract: A system for utilizing conversational artificial intelligence (AI) to train contact center agents according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored therein that, in response to execution by the at least one processor, causes the system to place a virtual call from an automated training system to an agent device of an agent, connect the virtual call to a chatbot in response to establishing a communication connection with the agent device, transmit one or more statements from the chatbot, receive, from the agent device, one or more agent responses of the agent corresponding to the one or more statements, and analyze the one or more agent responses to determine one or more training characteristics associated with AI-based contact center training of the agent.

公开(公告)号：US20240211827A1

公开(公告)日：2024-06-27

申请号：US18088142

申请日：2022-12-23

Applicant: Genesys Cloud Services, Inc.

Inventor： Dan Stoops ,  Cliff Bell

IPC: G06Q10/0631 ,  G06Q10/10

CPC classification number: G06Q10/063112 ,  G06Q10/103

Abstract: A method according to an embodiment includes determining a group of subject matter experts in a back office with expertise to address a question from a user of a contact center system, determining an availability of one or more of the subject matter experts via a back-office platform executed by corresponding back-office devices of the one or more subject matter experts, assigning, via the back-office platform, a communication token to a selected subject matter expert determined to be available, wherein the communication token is associated with the question from the user, monitoring, via the back-office platform, for updates to the back-office platform associated with the communication token, receiving an update from the back-office platform associated with the communication token, and transmitting, via the contact center system, a message to the user device based on an update to the communication token.

公开(公告)号：US11893904B2

公开(公告)日：2024-02-06

申请号：US17475005

申请日：2021-09-14

Applicant: Genesys Cloud Services, Inc.

Inventor： Dan Stoops ,  Cliff Bell ,  Merijn Te Booij

IPC: G09B5/04 ,  H04L51/02 ,  H04M3/51

CPC classification number: G09B5/04 ,  H04L51/02 ,  H04M3/5175 ,  H04M3/5183

Abstract: A system for utilizing conversational artificial intelligence (AI) to train contact center agents according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored therein that, in response to execution by the at least one processor, causes the system to place a virtual call from an automated training system to an agent device of an agent, connect the virtual call to a chatbot in response to establishing a communication connection with the agent device, transmit one or more statements from the chatbot, receive, from the agent device, one or more agent responses of the agent corresponding to the one or more statements, and analyze the one or more agent responses to determine one or more training characteristics associated with AI-based contact center training of the agent.

公开(公告)号：US20240422262A1

公开(公告)日：2024-12-19

申请号：US18337012

申请日：2023-06-18

Applicant: Genesys Cloud Services, Inc.

Inventor： Dan Stoops ,  Merijn te Booij ,  Cliff Bell

IPC: H04M3/51

Abstract: A method for contact center agent incentivization via automated gamification according to an embodiment includes transferring an interaction between a contact center agent and a user to an automated agent, prompting, by the automated agent, the user to reward the contact center agent based on the interaction between the user and the contact center agent, receiving a selection of a reward option made by the user in response to prompting the user to reward the contact center agent, determining a point value associated with the user's selected reward option based on a mapping table, and associating the user's selected reward option with the contact center agent in an agent rewards table.