公开(公告)号：US09842586B2

公开(公告)日：2017-12-12

申请号：US14327476

申请日：2014-07-09

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Avraham Faizakof ,  Yoni Lev ,  Amir Lev-Tov ,  Yochai Konig

IPC: G06F17/27 ,  G06F17/21 ,  G10L21/00 ,  G10L25/00 ,  G10L15/00 ,  G10L15/06 ,  G06F17/30 ,  G10L15/22

CPC classification number: G10L15/063 ,  G06F17/2755 ,  G06F17/2785 ,  G06F17/30598 ,  G06F17/30705 ,  G10L2015/0631 ,  G10L2015/223

Abstract: A method for detecting and categorizing topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; filtering, by the processor, the plurality of fragments to generate a filtered plurality of fragments; clustering, by the processor, the filtered fragments into a plurality of base clusters; and clustering, by the processor, the plurality of base clusters into a plurality of hyper clusters.

公开(公告)号：US20170118336A1

公开(公告)日：2017-04-27

申请号：US14919675

申请日：2015-10-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Tamir Tapuhi ,  Yochai Konig ,  Amir Lev-Tov ,  Avraham Faizakof ,  Yoni Lev

IPC: H04M3/493 ,  G06F17/27 ,  G10L15/26 ,  H04M3/527 ,  H04M3/51

CPC classification number: H04M3/4938 ,  G06F16/3329 ,  G10L15/22 ,  H04M3/5166 ,  H04M7/0012

Abstract: A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system.

公开(公告)号：US20170116173A1

公开(公告)日：2017-04-27

申请号：US14919673

申请日：2015-10-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Amir Lev-Tov ,  Tamir Tapuhi ,  Yoni Lev ,  Avraham Faizakof ,  Yochai Konig

IPC: G06F17/27 ,  H04M3/493 ,  G06F17/22

CPC classification number: H04M3/493 ,  G06F17/279 ,  H04M3/4936 ,  H04M2201/40

Abstract: A method for configuring an automated self-help system based on prior interactions between a plurality of customers and a plurality of agents of a contact center includes: recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text, the recognized text including a plurality of phrases, the phrases being classified into a plurality of clusters; extracting, by the processor, a plurality of sequences of clusters, each of the sequences of clusters corresponding to the phrases of one of the prior interactions; filtering, by the processor, the sequences of clusters based on a criterion; mining, by the processor, a preliminary dialogue tree from the sequences of clusters; invoking configuration of the automated self-help system based on the preliminary dialogue tree; and outputting a dialogue tree for configuring the automated self-help system.

公开(公告)号：US20170018269A1

公开(公告)日：2017-01-19

申请号：US14799369

申请日：2015-07-14

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yoni Lev ,  Tamir Tapuhi ,  Avraham Faizakof ,  Amir Lev-Tov ,  Yochai Konig

IPC: G10L15/10 ,  G06F17/27 ,  G10L15/18 ,  G10L15/26 ,  G10L15/30

Abstract: A method for configuring an automated, speech driven self-help system based on prior interactions between a plurality of customers and a plurality of agents includes: recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text; detecting, by the processor, a plurality of phrases in the recognized text; clustering, by the processor, the plurality of phrases into a plurality of clusters; generating, by the processor, a plurality of grammars describing corresponding ones of the clusters; outputting, by the processor, the plurality of grammars; and invoking configuration of the automated self-help system based on the plurality of grammars.

Abstract translation: 基于多个客户和多个代理之间的先前交互来配置自动语音驱动的自助系统的方法包括：由处理器识别客户和代理之间的先前交互中的语音以产生识别的文本; 由所述处理器检测所识别的文本中的多个短语; 由所述处理器将所述多个短语聚类成多个聚类; 由所述处理器生成描述所述簇中的相应簇的多个语法; 由所述处理器输出所述多个语法; 并且基于多个语法来调用自动化自助系统的配置。