公开(公告)号：US20210160372A1

公开(公告)日：2021-05-27

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: H04M3/51 ,  G06F40/35 ,  H04M3/523

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：US20210160373A1

公开(公告)日：2021-05-27

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 ,  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：US20210160371A1

公开(公告)日：2021-05-27

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

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：US20210157989A1

公开(公告)日：2021-05-27

申请号：US17100192

申请日：2020-11-20

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： MICHAEL ORR ,  NICOLA BURNS ,  FELIX IMMANUEL WYSS

IPC: G06F40/35 ,  G06F40/216 ,  G06F40/58 ,  G06N5/04 ,  H04L12/58

Abstract: A method is presented for executing a dialog turn in a conversation by a dialog manager comprising: receiving an input associated with a task from a user; passing the input to an NLU engine on a first task path; receiving a list of possible intents associated with the task, wherein the list of possible intents comprises an associated confidence for each of the possible intents; applying context-aware re-scoring of the confidences from the NLU engine with weight applied to one or more tasks currently active with the user; selecting an intent based on the re-scored confidences; determining a new task path in a hierarchy of intents based on the confirmed intent; confirming the selected intent and associated slots; and selecting a response flow for the new task path in the hierarchy of intents and executing the response flow.