公开(公告)号：US10033868B2

公开(公告)日：2018-07-24

申请号：US15253759

申请日：2016-08-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Josef Eric Eisner ,  David Beilis ,  Herbert Willi Artur Ristock

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/42

Abstract: A method for anticipating and preloading data in a customer contact center, the method comprising: monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center; anticipating, by the processor, data to be accessed during a communication session; pre-loading, by the processor, the data in a memory device; detecting, by the processor, a request for the data; and providing, by the processor, the data for output on the agent device in response to the request.

公开(公告)号：US09992338B2

公开(公告)日：2018-06-05

申请号：US15253798

申请日：2016-08-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Josef Eric Eisner ,  David Beilis ,  Herbert Willi Artur Ristock

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5232 ,  H04M7/0024 ,  H04M7/003 ,  H04M2203/556

Abstract: A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.

公开(公告)号：US20160246885A1

公开(公告)日：2016-08-25

申请号：US14629481

申请日：2015-02-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Bharath Aravamudhan ,  Conor McGann ,  Nitin Krishnanand ,  Bohdan Klepar ,  Andrey Ryabchun ,  Gordon Bell ,  Frank Gutierrez ,  Josef Eric Eisner ,  Nikolay Korolev ,  Herbert Willi Artur Ristock ,  Stanislav Lypchanskyy

IPC: G06F17/30

CPC classification number: G06F17/30867

Abstract: A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.

Abstract translation: 主动提供知识的系统和方法。 处理器被配置为收集用户利用由具有客户联络中心的企业提供的资源进行交互的信息。 处理器根据所收集的信息预期对用户的需求，并根据预期的需要生成查询。 在用户明确地请求与特定主题相关的知识之前，处理器基于生成的查询主动地识别并向用户建议知识。 处理器根据反馈信息接收与建议的知识和输出有关的反馈，建议知识的相关性得分。