公开(公告)号：US11734648B2

公开(公告)日：2023-08-22

申请号：US16890508

申请日：2020-06-02

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Jessica Li ,  Leor Grebler ,  Ankit Pat ,  William Zhao

IPC: G10L15/26 ,  G06Q10/10 ,  G06N3/08 ,  G06F40/295 ,  G06F18/2113

CPC classification number: G06Q10/10 ,  G06F18/2113 ,  G06F40/295 ,  G06N3/08 ,  G10L15/26

Abstract: A system and method are presented relating to emotion-based action recommendations. The present invention may include a recommender engine that analyzes several pieces of information and using artificial intelligence derived models, provides a course of action for a contact center agent and the probability and estimations behind the recommendation as a justification. System inputs include cost of the item or service being troubleshooted, estimated costs for different resolutions, cost of each escalation level of the interaction, history of previous interactions, agent costs, history of the current interaction, acoustic events and sentiment or primary detected emotions of the customer's transcript. The recommended course of action, rationale, and authorization can be provided as output. The system may record whether the agent followed the recommendation to improve further recommendations.

公开(公告)号：US11689662B2

公开(公告)日：2023-06-27

申请号：US17519328

申请日：2021-11-04

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： John Bohan Jiang ,  Clive John-Chuan ,  William Zhao ,  Robert J. Culbert ,  Colin Kum-Teng Hung

IPC: H04M3/51 ,  H04M1/72436 ,  H04M1/72454 ,  H04M3/42 ,  H04M3/523 ,  H04W12/06

CPC classification number: H04M3/5191 ,  H04M1/72436 ,  H04M1/72454 ,  H04M3/42221 ,  H04M3/5231 ,  H04W12/06 ,  H04M2201/40

Abstract: A system including a mobile application on a user's mobile device for connecting to a plurality of contact centers and providing personalized context to the user. The system includes: the mobile application; a connection from the mobile application to a central API service, wherein the central API service provides authentication tokens to the mobile application for facilitating interaction therebetween; a plurality of vendors which the user has associated with their profile and have been integrated with the central API service, wherein the vendors are operably connected with the central API service for information sharing; and a plurality of media channels connecting the plurality of vendors with the central API service, allowing the user to: view personalized context from past interactions between the user and the plurality of contact centers through the mobile application; and connect with the contact centers.

公开(公告)号：US20210374671A1

公开(公告)日：2021-12-02

申请号：US16890508

申请日：2020-06-02

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Jessica Li ,  Leor Grebler ,  Ankit Pat ,  William Zhao

IPC: G06Q10/10 ,  G06K9/62 ,  G10L15/26 ,  G06F40/295 ,  G06N3/08

Abstract: A system and method are presented relating to emotion-based action recommendations. The present invention may include a recommender engine that analyzes several pieces of information and using artificial intelligence derived models, provides a course of action for a contact center agent and the probability and estimations behind the recommendation as a justification. System inputs include cost of the item or service being troubleshooted, estimated costs for different resolutions, cost of each escalation level of the interaction, history of previous interactions, agent costs, history of the current interaction, acoustic events and sentiment or primary detected emotions of the customer's transcript. The recommended course of action, rationale, and authorization can be provided as output. The system may record whether the agent followed the recommendation to improve further recommendations.