公开(公告)号：US10171657B1

公开(公告)日：2019-01-01

申请号：US16028972

申请日：2018-07-06

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Praveen Kumar Anandadoss ,  Rajeshkumar Subramanian ,  Venkatesh Sivakumar

IPC分类号： H04M1/725 ,  H04M3/523 ,  H04M3/51 ,  H04L29/06

摘要： A system and method are presented for omni-channel notification and selection. A first party selects a first channel from a plurality of channels based on an estimated wait time for interaction with another party in a contact center or enterprise setting. The plurality of channels may comprise any means of interaction, such as chat, phone call, SMS, video, etc. While waiting in queue for the preferred first channel, the first party is presented with estimated wait times, which are dynamically updated, for other channels. Based on the first party's preferences and the presented estimated wait times for the other channels, the first party may elect to change interaction channels from the first channel to a second channel. The first party may then be moved to a different queue corresponding to the second interaction channel.

公开(公告)号：US11301908B2

公开(公告)日：2022-04-12

申请号：US16864188

申请日：2020-05-01

申请人： Genesys Telecommunications Laboratories, Inc.

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

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

摘要： 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

申请人： Genesys Telecommunications Laboratories, Inc.

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

IPC分类号： G06Q30/02 ,  H04L12/58

摘要： 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.