公开(公告)号：US20250080654A1

公开(公告)日：2025-03-06

申请号：US18459390

申请日：2023-08-31

Applicant: Genesys Cloud Services, Inc.

Inventor： Roopchand Kuppulal ,  Manivannan Periasamy ,  Vignesh Seramannar ,  Nivedha D ,  Venkat Raman Sankar ,  Pon Karthika Rajapandian ,  Monisha Padmavathi Ragavan ,  Mohamed Uvaiz Anwar Batcha ,  Ayyanar Veerapandian

IPC: H04M3/51

Abstract: A method for agent interaction analysis using artificial intelligence according to an embodiment includes receiving a transcript for a real-time agent interaction between a contact center agent and client, processing the interaction using at least one artificial intelligence model to determine a call adherence score, an agent positivity score, a client sentiment, an agent sentiment, and a plurality of agent skill levels associated with respective agent skills, determining a combined agent performance score based on the call adherence score and the agent positivity score, transmitting the combined agent performance score to an agent device for display on a gamification dashboard, retrieving agent-specific content of the contact center agent in response to determining that the agent sentiment is negative, and transmitting the agent-specific content to the agent device for display in conjunction with the real-time agent interaction to improve the agent sentiment.