公开(公告)号：US20140237057A1

公开(公告)日：2014-08-21

申请号：US13773557

申请日：2013-02-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Alex Khodorenko

IPC: H04L12/58

CPC classification number: H04L51/32 ,  H04L12/1831

Abstract: A system for exchanging private messages with a contact center over a network includes: a media server including a plurality of media drivers configured to interface with a plurality of social media networks, the media server being configured to maintain a session corresponding to a conversation comprising at least one message, the conversation being conducted on one of the plurality of social media networks; and a chat server configured to: maintain a chat session corresponding to the session; transmit and receive the at least one message of the conversation; and store the at least one message of the conversation in association with the chat session.

Abstract translation: 用于通过网络与联络中心交换私人消息的系统包括：媒体服务器，包括被配置为与多个社交媒体网络进行接口的多个媒体驱动器，所述媒体服务器被配置为保持与包括在 至少一个消息，所述对话正在所述多个社交媒体网络之一上进行; 以及聊天服务器，被配置为：维持与所述会话相对应的聊天会话; 发送和接收对话的至少一个消息; 并且与所述聊天会话相关联地存储所述对话的所述至少一个消息。

公开(公告)号：US10750019B1

公开(公告)日：2020-08-18

申请号：US16369298

申请日：2019-03-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yevgeniy Petrovykh ,  Alex Khodorenko ,  Vadim Fridman ,  Aleksey Kovalenko ,  Andrey Lunin

IPC: H04M3/51 ,  G06F3/0481 ,  G10L15/22 ,  G10L15/30 ,  G10L15/18 ,  G06F40/30 ,  G06F40/279 ,  G10L15/08

Abstract: A system and method for handling interactions of a contact center. A processor of the system monitors a real-time interaction between a contact center agent and a user. The monitoring may include analyzing a first input by the user, and a first response by the contact center agent to the first input. The processor identifies an intent of the user based on monitoring the real-time interaction, and in response to identifying the intent, monitors for a first trigger condition. In response to identifying the first trigger condition, the processor invokes an automated agent for outputting a second response to a second input provided by the user. The first trigger condition may be a command to invoke the automated agent, or deviance by the agent from dialog in a dialog script associated with the identified intent.

公开(公告)号：US20170126891A1

公开(公告)日：2017-05-04

申请号：US15351401

申请日：2016-11-14

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Alex Khodorenko ,  Vladimir Pimtchenkov ,  Sergey B. Belov ,  Yevgeniy Petrovykh ,  Patrick MacKey ,  Arne Stoertenbecker

IPC: H04M3/523 ,  H04M3/51 ,  H04L12/58 ,  H04M3/42 ,  H04L29/08

CPC classification number: H04M3/5232 ,  H04L51/32 ,  H04L67/306 ,  H04L67/325 ,  H04M3/42068 ,  H04M3/5191

Abstract: A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

公开(公告)号：US10142477B2

公开(公告)日：2018-11-27

申请号：US15351401

申请日：2016-11-14

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Alex Khodorenko ,  Vladimir Pimtchenkov ,  Sergey B. Belov ,  Yevgeniy Petrovykh ,  Patrick Mackey ,  Arne Stoertenbecker

IPC: H04M3/523 ,  H04L29/08 ,  H04L12/58 ,  H04M3/42 ,  H04M3/51

Abstract: A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

公开(公告)号：US09497289B2

公开(公告)日：2016-11-15

申请号：US13708915

申请日：2012-12-07

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Alex Khodorenko ,  Vladimir Pimtchenkov ,  Sergey B. Belov ,  Yevgeniy Petrovykh ,  Patrick Mackey

IPC: G06F15/16 ,  H04L29/08

CPC classification number: H04M3/5232 ,  H04L51/32 ,  H04L67/306 ,  H04L67/325 ,  H04M3/42068 ,  H04M3/5191

Abstract: A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

Abstract translation: 一种用于在联络中心处理交互的优先级的方法，所述方法包括：识别要优先处理的交互; 识别与交互相关联的人; 识别与交互相关联的人的影响级别; 并且基于与交互相关联的人的影响级别来优先处理交互。