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公开(公告)号：EP3281395A1
公开(公告)日：2018-02-14
申请号：EP16777439.7
申请日：2016-04-08
发明人： KUMAR, Praphul , KOLMAN, Scott , FRIIO, Andrea , KONIG, Yochai
CPC分类号： H04M3/4938 , H04L65/1063 , H04L67/02 , H04M3/42136 , H04M2203/253
摘要： A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.
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公开(公告)号：EP2240930B1
公开(公告)日：2018-02-07
申请号：EP08866154.1
申请日：2008-12-23
IPC分类号： G06N5/02
CPC分类号： G06N5/025 , G10L15/26 , G10L17/22 , G10L25/72 , H04M3/5133 , H04M3/5141 , H04M3/5166 , H04M3/5183 , H04M2203/357
摘要： A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.
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公开(公告)号：EP3241169A1
公开(公告)日：2017-11-08
申请号：EP15876126.2
申请日：2015-12-28
发明人： TOLKSDORF, Juergen , CONNOLLY, Christopher , TOERCK, Charlotte , TE BOOIJ, Merijn , RISTOCK, Herbert Willi Artur , KASSEL, Robert , BOUZID, Ahmed Tewfik , HARASIMIUK, Pawel , WELLMAN, Aaron , KUMAR, Praphul
摘要： A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.
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公开(公告)号：EP3162079A1
公开(公告)日：2017-05-03
申请号：EP15815223.1
申请日：2015-06-30
发明人： LUM, Henry , LAM, Anthony , OLLINGER, David
IPC分类号： H04N21/433 , H04N21/45 , H04N5/76
CPC分类号： G09C1/00 , G06F3/1454 , G06F11/3409 , G06F11/3438 , G06F11/3476 , G06Q10/06 , G11B27/031 , G11B27/10 , G11B27/105 , G11B27/11 , G11B27/326 , G11B27/34 , H04M3/42221 , H04M3/51 , H04M2203/301 , H04M2203/303 , H04M2203/305 , H04M2203/558 , H04N5/765 , H04N9/8205 , H04N9/8211
摘要： In a system for recording agent interactions, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: initiate a screen recording session on an electronic device; monitor for a media communication occurring on the electronic device; generate a metadata file corresponding to the media communication, wherein the metadata file comprises a start time of the media communication with respect to the screen recording session; display a user interface to display a video of the screen recording session, wherein the user interface includes a progress bar for the video; display a marker based on the metadata file; and navigate to a location of the video corresponding to the media communication in response to detecting a selection of the marker.
摘要翻译： 在用于记录代理交互的系统中，该系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器上存储有指令，所述指令在由所述处理器执行时致使所述处理器：在电子装置上启动屏幕记录会话; 监视电子设备上发生的媒体通信; 生成与所述媒体通信相对应的元数据文件，其中所述元数据文件包括关于所述屏幕记录会话的所述媒体通信的开始时间; 显示用户界面以显示所述屏幕记录会话的视频，其中所述用户界面包括所述视频的进度条; 基于元数据文件显示标记; 并且响应于检测到标记的选择而导航到对应于媒体通信的视频的位置。
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95.发明公开SYSTEM AND METHOD FOR PERFORMANCE-BASED ROUTING OF INTERACTIONS IN A CONTACT CENTER 审中-公开系统在VERFAHREN ZUMLEISTUNGSABHÄNGIGENROUTING VON INTERAKTIONEN在EINER KONTAKTZENTRALE
公开(公告)号：EP3063721A1
公开(公告)日：2016-09-07
申请号：EP14858312.3
申请日：2014-10-31
IPC分类号： G06Q30/02
CPC分类号： H04M3/5233 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M2201/40 , H04M2203/408
摘要： A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.
摘要翻译： 一种用于在联络中心进行基于性能的路由交互的系统和方法。 路由服务器接收要路由的交互的信息，并识别交互的呼叫原因。 呼叫原因的识别可以基于例如语音分析。 路由服务器识别具有处理主题经验的一个或多个代理。 路由服务器进一步确定所识别的代理人在处理该主题方面的熟练程度，并选择一个具有至少最低水平熟练度的代理。 路由服务器发送用于将交互路由到所选代理的消息。
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96.发明公开METHODS AND APPARATUS FOR DETERMINING OUTCOMES OF ON-LINE CONVERSATIONS AND SIMILAR DISCOURSES THROUGH ANALYSIS OF EXPRESSIONS OF SENTIMENT DURING THE CONVERSATIONS 审中-公开方法和设备，用来确定在线会话和类似讨论的结果是心情的表达分析这些谈话过程中
公开(公告)号：EP3031030A1
公开(公告)日：2016-06-15
申请号：EP14835919.3
申请日：2014-08-08
发明人： MCGANN, Conor , ORSHANSKY, Mariya
IPC分类号： G06Q50/30
CPC分类号： G06Q50/01 , G06F17/2785 , G06Q30/0201
摘要： Systems and methods for automatically analyzing on-line conversations or similar discourses among individuals and determining through such analyses outcomes of the conversations as evidenced, for example, by expressions of sentiment during the conversation. Sentiments are derived from analyses of intentions of a user as expressed in an on-line conversation or other user generated content (UGC). These intentions are identified and subsequently acted upon, for example by making others aware of the conversation and suggesting possible responses to the UGC. The intention signals derived from the UGC may also be used to fashion or update a user profile or inform a broader view of the individual associated with the UGC.
摘要翻译： 对于净值的个人，并通过搜索确定的开采中自动分析在线交谈或类似的话语系统和方法分析了谈话过程中证明，例如，通过情绪表达的对话的成果。 情绪从用户的意图的分析推导在一个在线谈话或其他用户生成的内容（UGC）中过表达。 这些意图被识别，随后采取行动，例如通过让别人知道的谈话，并建议对UGC可能的反应。 从UGC导出的意向信号因此可以被用来时尚或更新的用户简档，或者通知与UGC相关联的单独的更广阔的视野。
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97.发明公开SYSTEM AND METHOD FOR WEB-BASED REAL TIME COMMUNICATION WITH OPTIMIZED TRANSCODING 审中-公开系统VERFAHREN ZURWEBGESTÜTZTENECHTZEITKOMMUNIKATION MIT OPTIMIERTER TRANSCODIERUNG
公开(公告)号：EP3028239A1
公开(公告)日：2016-06-08
申请号：EP14831423.0
申请日：2014-07-29
发明人： LUM, Henry , LAM, Anthony C. , SAYKO, Vyacheslav
CPC分类号： H04L12/1818 , H04L65/103 , H04L65/1069 , H04L65/605 , H04L67/02
摘要： A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.
摘要翻译： 提供了一种系统和方法，以允许Web浏览器应用和联络中心资源之间的实时通信，其中由双方支持的媒体编解码器可能不同。 处理器被配置为桥接在浏览器和联络中心资源之间交换的媒体。 在桥接媒体时，处理器基于针对web浏览器应用的媒体的第一媒体编解码器对媒体进行转码，并且基于针对来自联络中心资源的媒体的第二媒体编解码器进一步对媒体进行转码。
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公开(公告)号：EP3025295A1
公开(公告)日：2016-06-01
申请号：EP14828714.7
申请日：2014-07-24
摘要： A method for identifying concepts in a plurality of interactions includes: filtering, on a processor, the interactions based on intervals; creating, on the processor, a plurality of sentences from the filtered interactions; computing, on the processor, a saliency of each the sentences; pruning away, on the processor, sentences with low saliency for generating a set of informative sentences; clustering, on the processor, the sentences of the set of informative sentences for generating a plurality of sentence clusters, each of the clusters corresponding to a concept of the concepts; computing, on the processor, a saliency of each of the clusters; and naming, on the processor, each of the clusters.
摘要翻译： 一种用于识别多个交互中的概念的方法包括：在处理器上基于间隔来过滤交互; 在处理器上从过滤的交互中创建多个句子; 在处理器上计算每个句子的显着性; 在处理器上删减具有低显着性的句子以生成一组信息句子; 在所述处理器上对所述一组信息语句的句子进行聚类以生成多个句子聚类，每个所述聚类对应于所述概念的概念; 在处理器上计算每个集群的显着性; 并在处理器上命名每个集群。
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公开(公告)号：EP2972942A1
公开(公告)日：2016-01-20
申请号：EP14763098.2
申请日：2014-03-14
发明人： BISCHOFF, Brian , KERLIN, Gregg , LUM, Henry R. , HUOVINEN, Donald , ISLAM, Tamal , STOCKING, Terry , ANDERSON, David H. , KOVALENKO, Galina , BRETHERTON, Bernard , SAYKO, Vyacheslav
CPC分类号： H04L67/18 , H04L65/1006 , H04L65/103 , H04L65/1046 , H04L65/1069 , H04M3/5237
摘要： A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.
摘要翻译： 一种用于在混合操作环境中优化呈现联络中心服务的系统和方法。 第一操作环境中的处理器接收由与呼叫中心服务有关的第一呼叫中心资源发送的消息。 通过耦合到与第一操作环境不同的第二操作环境的边缘设备将消息转发给处理器。 边缘设备被配置为从消息中隐藏联络中心资源的位置的标识。 尽管存在这种隐藏，处理器基于处理器从消息中检索的标识信息来识别第一联络中心资源的位置。 处理器基于所识别的第一联络中心资源的位置来选择第二联络中心资源以用于提供联络中心服务。
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100.发明公开CROSS-CHANNEL CONVERSATIONS WITH CONTEXT AWARE TRANSITION BETWEEN CHANNELS 审中-公开CHANNEL边境通道之间的上下文意识的转变TALKS
公开(公告)号：EP2929502A1
公开(公告)日：2015-10-14
申请号：EP13860520.9
申请日：2013-12-06
发明人： STOERTENBECKER, Arne , KHODORENKO, Alex , PIMTCHENKOV, Vladimir , BELOV, Sergey, B. , PETROVYKH, Yevgeniy , MACKEY, Patrick
CPC分类号： G06Q50/01 , G06Q30/016
摘要： A method for engaging in cross-channel communication between an agent and a user of a contact center, the method including: engaging the user in a first communication session via a first communication channel; providing the user a link to a second communication channel; receiving actuation of the link; retrieving data associated with the first communication session in response to actuation of the link; and engaging the user in a second communication session via the second communication channel, wherein the second communication session is associated with the retrieved data associated with the first communication session.
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