公开(公告)号：US10275332B2

公开(公告)日：2019-04-30

申请号：US15645956

申请日：2017-07-10

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Andrey V. Ryabchun ,  Ramesh V. Pattabhiraman ,  Derek Barnes ,  Mark Scott ,  James H. Barnett

IPC: G06F11/34

Abstract: A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.

公开(公告)号：US20180053125A1

公开(公告)日：2018-02-22

申请号：US15796542

申请日：2017-10-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. ,  Alcatel-Lucent USA, Inc.

Inventor： Ramesh V. Pattabhiraman ,  Andriy Vladimirovich Ryabchun ,  Geeta Chauhan ,  Josef Eric Eisner

IPC: G06Q10/06

CPC classification number: G06Q10/06 ,  G06Q10/063116 ,  G06Q10/10

Abstract: An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.

公开(公告)号：US20170308455A1

公开(公告)日：2017-10-26

申请号：US15645956

申请日：2017-07-10

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Andrey V. Ryabchun ,  Ramesh V. Pattabhiraman ,  Derek Barnes ,  Mark Scott ,  James H. Barnett

IPC: G06F11/34

CPC classification number: G06F11/3495 ,  G06F11/3438 ,  G06F2201/86 ,  G06F2201/875

Abstract: A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.