公开(公告)号：US11245793B2

公开(公告)日：2022-02-08

申请号：US17098708

申请日：2020-11-16

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Conor McGann ,  Canice Lambe ,  Felix Immanuel Wyss ,  Wenjin Gu ,  Simon Doyle ,  Michael Orr ,  Patrick Breslin

IPC: H04M3/51 ,  G06F40/30 ,  G06F40/35 ,  H04M3/523

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.

公开(公告)号：US11134152B2

公开(公告)日：2021-09-28

申请号：US17098621

申请日：2020-11-16

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Conor McGann ,  Canice Lambe ,  Felix Immanuel Wyss ,  Wenjin Gu ,  Simon Doyle ,  Michael Orr ,  Patrick Breslin

IPC: H04M3/51 ,  G06F40/30 ,  G06F40/35 ,  H04M3/523

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.

公开(公告)号：US20200151248A1

公开(公告)日：2020-05-14

申请号：US16677989

申请日：2019-11-08

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Felix Immanuel Wyss ,  Aravind Ganapathiraju ,  Pavan Buduguppa

IPC: G06F17/27 ,  G06N3/04 ,  H04L12/58

Abstract: A system and method are presented for model derivation for entity prediction. An LSTM with 100 memory cells is used in the system architecture. Sentences are truncated and provided with feature information to a named-entity recognition model. A forward and a backward pass of the LSTM are performed, and each pass is concatenated. The concatenated bi-directional LSTM encodings are obtained for the various features for each word. A fully connected set of neurons shared across all encoded words is obtained and the final encoded outputs with dimensions equal to the number of entities is determined.

公开(公告)号：US10540966B2

公开(公告)日：2020-01-21

申请号：US15802269

申请日：2017-11-02

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Felix Immanuel Wyss

IPC: G10L15/19 ,  G10L15/193 ,  G10L15/06 ,  H04M3/493

Abstract: A method includes: loading, by a processor, a grammar specification defining at least one parameterizable grammar including a plurality of rules; setting, by the processor, an initial state of a grammar processor as a current state, the current state including parameters supplied to the rules; selecting, by the processor, a rule of the plurality of rules matching the parameters of the current state of the grammar processor; applying, by the processor, the selected rule to the audio and updating the current state; determining, by the processor, whether termination conditions have been met; in response to determining the termination conditions are not met, selecting, by the processor, from the plurality of rules in accordance with parameters of the updated state; and in response to determining the termination conditions are met, outputting, by the processor, a recognizer result of the current state.

公开(公告)号：US10432487B2

公开(公告)日：2019-10-01

申请号：US16055118

申请日：2018-08-05

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Richard M. Neidermyer ,  Kevin Elliott King ,  Felix Immanuel Wyss

IPC: G06F13/00 ,  H04L12/26 ,  H04L29/06 ,  H04L29/08 ,  H04L29/14

Abstract: A system and method are presented for on premises and offline survivability of an interactive voice response system in a cloud telephony system. Voice interaction control may be divided from the media resources. Survivability is invoked when the communication technology between the Cloud and the voice interaction's resource provider is degraded or disrupted. The system is capable of recovering after a disruption event such that a seamless transition between failure and non-failure states is provided for a limited impact to a user's experience. When communication paths or Cloud control is re-established, the user resumes normal processing and full functionality as if the failure had not occurred.

公开(公告)号：US20190080701A1

公开(公告)日：2019-03-14

申请号：US16186851

申请日：2018-11-12

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Srinath Cheluvaraja ,  Ananth Nagaraja Iyer ,  Aravind Ganapathiraju ,  Felix Immanuel Wyss

IPC: G10L19/005 ,  G10L15/14 ,  G10L15/20 ,  G10L15/08 ,  G10L15/02 ,  G10L25/21 ,  G10L25/18 ,  G10L19/00

Abstract: A system and method are presented for the correction of packet loss in audio in automatic speech recognition (ASR) systems. Packet loss correction, as presented herein, occurs at the recognition stage without modifying any of the acoustic models generated during training. The behavior of the ASR engine in the absence of packet loss is thus not altered. To accomplish this, the actual input signal may be rectified, the recognition scores may be normalized to account for signal errors, and a best-estimate method using information from previous frames and acoustic models may be used to replace the noisy signal.