公开(公告)号：US09384446B2

公开(公告)日：2016-07-05

申请号：US14810421

申请日：2015-07-27

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Dave Sneyders ,  Brian Galvin ,  S. Michael Perlmutter

IPC: H04M3/00 ,  G06N5/02 ,  G10L17/22 ,  H04M3/51

CPC classification number: G06N5/025 ,  G10L15/26 ,  G10L17/22 ,  G10L25/72 ,  H04M3/5133 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2203/357

Abstract: A management system for guiding an agent in a media-specific dialog has a conversion engine for instantiating ongoing dialog as machine-readable text, if the dialog is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialog. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

Abstract translation: 用于在媒体特定对话中指导代理的管理系统具有用于将正在进行的对话作为机器可读文本进行实例化的转换引擎，如果所述对话在语音媒体中，则用于从所述文本确定事实的上下文分析引擎， 基于事实输入来确定规则，以及呈现引擎，用于向代理呈现信息以指导对话中的代理。 上下文分析引擎将确定的事实传递给规则引擎，规则引擎根据事实选择和断言呈现引擎规则，并且呈现引擎基于所声明的规则向代理提供定期更新的指导。

公开(公告)号：US20160314396A1

公开(公告)日：2016-10-27

申请号：US15197645

申请日：2016-06-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Dave Sneyders ,  Brian Galvin ,  S. Michael Perlmutter

IPC: G06N5/02 ,  G10L15/26 ,  H04M3/51 ,  G10L25/72 ,  G10L17/22

CPC classification number: G06N5/025 ,  G10L15/26 ,  G10L17/22 ,  G10L25/72 ,  H04M3/5133 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2203/357

Abstract: A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

公开(公告)号：US10552743B2

公开(公告)日：2020-02-04

申请号：US15197645

申请日：2016-06-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Dave Sneyders ,  Brian Galvin ,  S. Michael Perlmutter

IPC: H04M3/00 ,  G06N5/02 ,  G10L17/22 ,  H04M3/51 ,  G10L15/26 ,  G10L25/72

Abstract: A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

公开(公告)号：US20150332144A1

公开(公告)日：2015-11-19

申请号：US14810421

申请日：2015-07-27

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Dave Sneyders ,  Brian Galvin ,  S. Michael Perlmutter

IPC: G06N5/02 ,  G10L17/22

CPC classification number: G06N5/025 ,  G10L15/26 ,  G10L17/22 ,  G10L25/72 ,  H04M3/5133 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2203/357

Abstract: A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

Abstract translation: 用于在媒体特定对话中指导代理的管理系统具有用于将当前对话作为机器可读文本实例化的转换引擎，如果对话在语音媒体中，则用于从文本确定事实的上下文分析引擎，用于 基于事实输入来声明规则，以及呈现引擎，用于向代理人呈现信息以指导代理在对话中。 上下文分析引擎将确定的事实传递给规则引擎，规则引擎根据事实选择和断言呈现引擎规则，并且呈现引擎基于所声明的规则向代理提供定期更新的指导。