公开(公告)号：US11568305B2

公开(公告)日：2023-01-31

申请号：US16379110

申请日：2019-04-09

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Sapna Negi ,  Maciej Dabrowski ,  Aravind Ganapathiraju ,  Emir Munoz ,  Veera Elluru Raghavendra ,  Felix Immanuel Wyss

IPC: G06Q20/00 ,  G06N20/00 ,  G06F21/60 ,  G06N3/04 ,  G06N3/08 ,  G06Q30/06

Abstract: A system and method are presented for customer journey event representation learning and outcome prediction using neural sequence models. A plurality of events are input into a module where each event has a schema comprising characteristics of the events and their modalities (web clicks, calls, emails, chats, etc.). The events of different modalities can be captured using different schemas and therefore embodiments described herein are schema-agnostic. Each event is represented as a vector of some number of numbers by the module with a plurality of vectors being generated in total for each customer visit. The vectors are then used in sequence learning to predict real-time next best actions or outcome probabilities in a customer journey using machine learning algorithms such as recurrent neural networks.

公开(公告)号：US20220206884A1

公开(公告)日：2022-06-30

申请号：US17137671

申请日：2020-12-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Felix Immanuel Wyss

IPC: G06F9/54 ,  G10L19/018 ,  G10L13/04 ,  G10L15/24 ,  G10L15/22

Abstract: A method for conducting an automated dialogue between an inbound automated voice resource and an outbound automated voice resource during a voice communication session according to one embodiment includes receiving at the inbound automated voice resource an initiation of the voice communication session from the outbound automated voice resource; transmitting, by the inbound automated voice resource, a speech communication to the outbound automated voice resource during the voice communication session, wherein a digital watermark is embedded in the speech communication; identifying, by the outbound automated voice resource, the digital watermark in response to analyzing the speech communication; converting, by the outbound automated voice resource, an outbound automated voice resource communication language from speech to machine language in response to determining that the inbound automated voice resource interprets machine language based on the digital watermark; transmitting, by the outbound automated voice resource, a machine language communication to the inbound automated voice resource; converting, by the inbound automated voice resource, an inbound automated voice resource communication language from speech to machine language in response to determining that the outbound automated voice resource interprets machine language based on the machine language communication; and completing the automated dialogue between the inbound automated voice resource and the outbound automated voice resource using machine language.

公开(公告)号：US11134153B2

公开(公告)日：2021-09-28

申请号：US17098673

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: H04M3/00 ,  H04M3/51 ,  G06F40/35 ,  H04M3/523 ,  G06F40/30

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.

公开(公告)号：US20190068699A1

公开(公告)日：2019-02-28

申请号：US16118141

申请日：2018-08-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Glenn Thomas Nethercutt ,  Roderick M. Francisco ,  Felix Immanuel Wyss ,  K. William Woodward

IPC: H04L29/08 ,  H04L29/06 ,  H04L12/911

Abstract: A system and method are presented for load balancing across media server instances. In an embodiment, media is broken out into a multi-tenanted service allowing the media to be scaled independently of the number of organizations supported on a cloud-based collaboration platform. Scaling may occur in a scaling-out or a scaling-in operation. States for a media service may comprise in-service, quiescing, quiesced, failed, etc. The states may be used to monitor sessions associated with an instance and determine which media instances to terminate during a scaling-in operation. In an embodiment, new instances may be added to a collection of media instances in response to an increased workload in a scaling-out operation.

公开(公告)号：US11714965B2

公开(公告)日：2023-08-01

申请号：US16677989

申请日：2019-11-08

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Felix Immanuel Wyss ,  Aravind Ganapathiraju ,  Pavan Buduguppa

IPC: G06F40/295 ,  H04L51/02 ,  G06F40/253 ,  G06N3/044 ,  G06N3/08

CPC classification number: G06F40/295 ,  G06F40/253 ,  G06N3/044 ,  H04L51/02 ,  G06N3/08

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：US11303703B2

公开(公告)日：2022-04-12

申请号：US16879242

申请日：2020-05-20

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Glenn Thomas Nethercutt ,  Roderick M. Francisco ,  Felix Immanuel Wyss ,  K. William Woodward

IPC: H04L29/08 ,  H04L67/1031 ,  H04L67/1029 ,  H04L67/1008 ,  H04L47/70 ,  H04L67/60 ,  H04L67/14 ,  H04L65/61 ,  H04L47/125 ,  H04L65/401 ,  H04L65/1083 ,  H04L69/14 ,  H04L67/53

Abstract: A system is presented for load balancing across media server instances. In an embodiment, media is broken out into a multi-tenanted service allowing the media to be scaled independently of the number of organizations supported on a cloud-based collaboration platform. Scaling may occur in a scaling-out or a scaling-in operation. States for a media service may comprise in-service, quiescing, quiesced, failed, etc. The states may be used to monitor sessions associated with an instance and determine which media instances to terminate during a scaling-in operation. In an embodiment, new instances may be added to a collection of media instances in response to an increased workload in a scaling-out operation.

公开(公告)号：US20200327444A1

公开(公告)日：2020-10-15

申请号：US16379110

申请日：2019-04-09

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Sapna Negi ,  Maciej Dabrowski ,  Aravind Ganapathiraju ,  Emir Munoz ,  Veera Elluru Raghavendra ,  Felix Immanuel Wyss

IPC: G06N20/00 ,  G06F21/60 ,  G06N3/08 ,  G06N3/04 ,  G06Q30/06

Abstract: A system and method are presented for customer journey event representation learning and outcome prediction using neural sequence models. A plurality of events are input into a module where each event has a schema comprising characteristics of the events and their modalities (web clicks, calls, emails, chats, etc.). The events of different modalities can be captured using different schemas and therefore embodiments described herein are schema-agnostic. Each event is represented as a vector of some number of numbers by the module with a plurality of vectors being generated in total for each customer visit. The vectors are then used in sequence learning to predict real-time next best actions or outcome probabilities in a customer journey using machine learning algorithms such as recurrent neural networks.

公开(公告)号：US20200322426A1

公开(公告)日：2020-10-08

申请号：US16879242

申请日：2020-05-20

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Glenn Thomas Nethercutt ,  Roderick M. Francisco ,  Felix Immanuel Wyss ,  K. William Woodward

IPC: H04L29/08 ,  H04L12/911 ,  H04L29/06 ,  H04L12/803

Abstract: A system is presented for load balancing across media server instances. In an embodiment, media is broken out into a multi-tenanted service allowing the media to be scaled independently of the number of organizations supported on a cloud-based collaboration platform. Scaling may occur in a scaling-out or a scaling-in operation. States for a media service may comprise in-service, quiescing, quiesced, failed, etc. The states may be used to monitor sessions associated with an instance and determine which media instances to terminate during a scaling-in operation. In an embodiment, new instances may be added to a collection of media instances in response to an increased workload in a scaling-out operation.

公开(公告)号：US10789962B2

公开(公告)日：2020-09-29

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 ,  G10L19/00 ,  G10L15/08 ,  G10L15/20 ,  G10L15/02 ,  G10L25/18 ,  G10L25/21

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.

公开(公告)号：US10701142B2

公开(公告)日：2020-06-30

申请号：US16118141

申请日：2018-08-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Glenn Thomas Nethercutt ,  Roderick M. Francisco ,  Felix Immanuel Wyss ,  K. William Woodward

IPC: H04L29/08 ,  H04L12/911 ,  H04L29/06 ,  H04L12/803

Abstract: A system and method are presented for load balancing across media server instances. In an embodiment, media is broken out into a multi-tenanted service allowing the media to be scaled independently of the number of organizations supported on a cloud-based collaboration platform. Scaling may occur in a scaling-out or a scaling-in operation. States for a media service may comprise in-service, quiescing, quiesced, failed, etc. The states may be used to monitor sessions associated with an instance and determine which media instances to terminate during a scaling-in operation. In an embodiment, new instances may be added to a collection of media instances in response to an increased workload in a scaling-out operation.