公开(公告)号：US11301908B2

公开(公告)日：2022-04-12

申请号：US16864188

申请日：2020-05-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Mohamed Uvaiz Anwar Batcha ,  Prasanth Balaraman ,  Asmitha Durairaj ,  Praveen Kumar Anandadoss ,  Rajeshkumar Subramanian ,  Tony Thazhekkaden ,  Kesavan Ganesan

IPC: H04M3/00 ,  H04M5/00 ,  G06Q30/02 ,  H04L51/00 ,  H04L51/02 ,  G10L15/26 ,  G06F40/10 ,  H04M3/51

Abstract: A system and method are presented for providing a contextual summary of an interaction between a first party and a second party over a media channel in an interaction transfer to a third party. A request is received to transfer an interaction to the third party, the request being triggered from the interaction. A text transcript of the interaction is obtained. The text transcript is processed to obtain the contextual summary and metadata, which is provided to the third party for handling the interaction with the interaction transfer. The contextual summary is provided by a contextual summarizer, which comprises a custom plurality of application programming interfaces (APIs). The plurality of APIs comprises at least one of: a text summarizer API, a churn predictor API, a sentiment analysis API, a next best action API, and an interaction reference detector API.

公开(公告)号：US20200349614A1

公开(公告)日：2020-11-05

申请号：US16864188

申请日：2020-05-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Mohamed Uvaiz Anwar Batcha ,  Prasanth Balaraman ,  Asmitha Durairaj ,  Praveen Kumar Anandadoss ,  Rajeshkumar Subramanian ,  Tony Thazhekkaden ,  Kesavan Ganesan

IPC: G06Q30/02 ,  H04L12/58

Abstract: A system and method are presented for providing a contextual summary of an interaction between a first party and a second party over a media channel in an interaction transfer to a third party. A request is received to transfer an interaction to the third party, the request being triggered from the interaction. A text transcript of the interaction is obtained. The text transcript is processed to obtain the contextual summary and metadata, which is provided to the third party for handling the interaction with the interaction transfer. The contextual summary is provided by a contextual summarizer, which comprises a custom plurality of application programming interfaces (APIs). The plurality of APIs comprises at least one of: a text summarizer API, a churn predictor API, a sentiment analysis API, a next best action API, and an interaction reference detector API.