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1.发明授权公开(公告)号：US11134153B2
公开(公告)日：2021-09-28
申请号：US17098673
申请日：2020-11-16
Inventor： Conor Mcgann , Canice Lambe , Felix Immanuel Wyss , Wenjin Gu , Simon Doyle , Michael Orr , Patrick Breslin
Abstract: A processor receives inputs from a dialog between an agent and a user performed over a communication channel A knowledge base is stored, comprising entries with a subset of said entries defined as higher priority. A match is detected between an input from said dialog and a plurality of said knowledge base entries. At least one of said plurality of entries is retrieved corresponding to said match. The at least one of said plurality of entries is pushed as an output to one or more of a device operated by said user and at least one device operated by one of said user and said agent. A further match is detected between an input from said dialog and a higher priority entry in said knowledge base and pushed to said at least one device while the dialog is ongoing.
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2.发明申请公开(公告)号：US20180097940A1
公开(公告)日：2018-04-05
申请号：US15283003
申请日：2016-09-30
Inventor： David Beilis , Adrian Lee-Kwen , Michael Orr , Herbert Willi Artur Ristock
CPC classification number: H04M3/5235 , G06F17/27 , G06F17/2755 , G06F17/2775 , G06F17/2785 , H04M3/5166 , H04M2203/2061 , H04M2203/357
Abstract: In a system for dynamically generating an execution flow for a customer contact center, the system includes: a switch; a processor coupled to the switch; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive customer input related to an ongoing communication session; perform natural language processing on the customer input to identify a plurality of intent parameters including a customer objective; generate an execution flow for achieving the customer objective based on the plurality of intent parameters; and transmit a signal to the switch for routing the ongoing communication session to a contact center resource according to the execution flow.
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3.发明授权公开(公告)号：US11245793B2
公开(公告)日：2022-02-08
申请号：US17098708
申请日：2020-11-16
Inventor： Conor McGann , Canice Lambe , Felix Immanuel Wyss , Wenjin Gu , Simon Doyle , Michael Orr , Patrick Breslin
Abstract: A computer-implemented method for managing a dialog between a contact center system and a user thereof, comprising the steps of: hosting a dialog over a communication channel between an automated dialog engine of said contact center and said user thereof, said dialog comprising messages sent between said automated dialog engine and said user in both directions; said automated dialog engine receiving input messages from said user, and determining response messages in response to said inputs; detecting from said messages of said dialog a trigger event matching a rule; in response to detection of said trigger event: providing said agent station with a summary of said dialog; and providing control of said automated dialog engine to said agent station.
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4.发明授权公开(公告)号：US11134152B2
公开(公告)日：2021-09-28
申请号：US17098621
申请日：2020-11-16
Inventor： Conor McGann , Canice Lambe , Felix Immanuel Wyss , Wenjin Gu , Simon Doyle , Michael Orr , Patrick Breslin
Abstract: A root behavior tree is stored with a flow control node and a plurality of child nodes. The flow control node may determine a sequence of execution of child nodes. A first-level behavior tree is stored and executed to accomplish a task with associated intent. The first-level tree comprises a child node of the root tree and nodes defining actions. A dialog between contact center and user is hosted over a communication channel and a processor receives inputs from the dialog and executes the root tree and the first-level tree as a child node of the root tree in response. Upon detecting a match between an input and a data pattern, the execution sequence within the root tree or a further tree is altered. Responsive to the altered sequence, an output is provided to cause an action.
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