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：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：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.