公开(公告)号：WO2022140512A1

公开(公告)日：2022-06-30

申请号：PCT/US2021/064803

申请日：2021-12-22

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： THIEL, Will

IPC: G06Q30/00 ,  G06Q30/02

Abstract: The journeys and/or timelines of multiple customers may be used in escalation management and/or journey mining. An event of interest, pertaining to an issue or an incident, on a timeline may be used in the escalation management and/or journey mining. Escalation management is directed to addressing and resolving incidents, problems, and customer situations which could result in a high level of customer dissatisfaction or damage to a service provider's reputation, using the appropriate response and/or resources. Journey mining is directed to using patterns across customers and their journeys to determine where things in the journey went differently than what was expected.

公开(公告)号：WO2022139937A1

公开(公告)日：2022-06-30

申请号：PCT/US2021/054352

申请日：2021-10-11

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： NEUBERGER, Christian, T., Jr. ,  WANDERSKI, Anuphinh, P.

IPC: G06F3/0484

Abstract: A method for transforming a first data display into a second data display according to one embodiment includes presenting the first data display on a graphical user interface element of a user device; modifying the graphical user interface element of the user device in response to receiving a user input; analyzing data display criteria comprising at least one of user device parameters, administrator parameters, user parameters, and data parameters; transforming the first data display into the second data display based on the data display criteria and the modified graphical user interface element of the user device, wherein the first data display is different from the second data display; and presenting the second data display on the modified graphical user interface element of the user device.

公开(公告)号：WO2020009720A1

公开(公告)日：2020-01-09

申请号：PCT/US2018/062160

申请日：2018-11-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： ANANDADOSS, Praveen Kumar ,  SUBRAMANIAN, Rajeshkumar ,  SIVAKUMAR, Venkatesh

IPC: H04M3/51 ,  H04M3/523 ,  H04M1/725

Abstract: 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：WO2019245943A1

公开(公告)日：2019-12-26

申请号：PCT/US2019/037429

申请日：2019-06-17

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： KONIG, Yochai ,  HARLEV, Ron ,  VILLALOBOS, Javier ,  HVEZDA, James ,  SEKAR, Archana

IPC: H04M3/493 ,  H04M3/50 ,  H04M3/51 ,  H04M3/523

Abstract: A method for automating interactions with enterprises includes: receiving, through a user interface, a natural language request from a customer; determining a customer intent from the natural language request; conducting an automated interaction by: determining, by a personal bot controller circuit, an enterprise to service the customer intent; loading an enterprise library for interacting with an application programming interface (API) of the enterprise, the enterprise library including one or more library functions; identifying a library function for servicing the customer intent from among the one or more library functions; generating a request based on the identified library function and the customer intent; transmitting the generated request to the enterprise to initiate an interaction; receiving a response from the enterprise; and notifying the customer of a result of the interaction.

公开(公告)号：WO2019118377A1

公开(公告)日：2019-06-20

申请号：PCT/US2018/064810

申请日：2018-12-11

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： MAZZA, Arnon ,  FAIZAKOF, Avraham ,  LEV-TOV, Amir ,  TAPUHI, Tamir ,  KONIG, Yochai

IPC: G06F17/00

Abstract: A method for configuring a topic-specific chatbot comprising: clustering a plurality of transcripts of interactions between customers and agents of a contact center of an enterprise to generate a plurality of clusters of interactions, each cluster of interactions corresponding to a topic, each of the interactions including agent phrases and customer phrases; for each cluster of the plurality of clusters of interactions: extracting a topic-specific dialogue tree for the cluster; pruning the topic-specific dialogue tree to generate a deterministic dialogue tree; and configuring a topic-specific chatbot in accordance with the deterministic dialogue tree; and outputting the one or more topic-specific chatbots, each of the topic-specific chatbots being configured to generate, automatically, responses to messages regarding the topic of the topic-specific chatbot from a customer in an interaction between the customer and the enterprise.

公开(公告)号：WO2018057661A1

公开(公告)日：2018-03-29

申请号：PCT/US2017/052574

申请日：2017-09-20

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： PIRAT, Vincent ,  CHOEL, Clement ,  JACOLOT, Christian ,  RAMANUJAIAHA, Vasudev ,  CONNOLLY, Christopher ,  RISTOCK, Herbert Willi Artur

IPC: H04M3/51 ,  H04M3/42

Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.

Abstract translation: 呼叫中心系统，用于在联络中心中将通信事件从一个通信媒介切换到另一个通信媒介，所述系统包括：处理器; 以及存储器，其中所述存储器在其中存储有指令，所述指令在由所述处理器执行时使得所述处理器：经由来自端点设备的第一媒体信道接收第一交互请求; 识别不同于第一媒体频道的第二媒体频道; 传送用于预留与所述第二媒体信道相关联的资源的信号; 并且将与预留请求相关联的唯一标识符传输到端点设备，以经由第二媒体信道建立第二交互请求。

公开(公告)号：WO2017210183A1

公开(公告)日：2017-12-07

申请号：PCT/US2017/034986

申请日：2017-05-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： KUMAR, Praphul ,  RAMCHANDER, Rajesh ,  RISTOCK, Herbert Willi, Arthur ,  PATEL, Romiben

IPC: H04L12/721 ,  H04L12/833

CPC classification number: G06F21/6245 ,  G06F16/285 ,  G06F21/6218 ,  H04M3/5175 ,  H04M2203/401 ,  H04M2203/402 ,  H04M2203/60

Abstract: Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.

Abstract translation: 示出了用于根据一组或多组合规规则来管理呼叫中心数据的系统和方法，所述合规规则组涉及接收与交互有关的数据，确定与所接收的数据相关的一组合规性规则， 接收数据以识别相关的合规规则集合，并利用数据标记，将相关的合规规则集合应用于处理接收到的数据。 示例还涉及接收交互请求，获得对应于所接收的交互请求的数据的数据标记，使用对接收到的交互请求所对应的数据标记数据以获得对应的相关合规规则集合，使用相应的合规集合 规则来识别有资格访问与接收到的交互请求相对应的数据的代理，并且基于定义的路由策略将接收到的交互请求路由到符合条件的代理之一。

公开(公告)号：WO2016196234A1

公开(公告)日：2016-12-08

申请号：PCT/US2016/034490

申请日：2016-05-26

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： VYMENETS, Leonid ,  MACARTHUR, Cayley ,  KONIG, Yochai ,  LO, Wayne ,  KUMAR, Praphul ,  RISTOCK, Herbert Willi Artur

IPC: G06Q30/02 ,  G06Q10/06

CPC classification number: G06Q10/063118 ,  G06Q10/06398 ,  G06Q30/016

Abstract: A system includes a contact center to provide an interaction between a customer and agent. A forms manager of the contact center generates a question for an evaluation form. A workforce management server connects with the forms manager, the workforce management server to schedule a work time for the agent. The workforce management server schedule the forms manager to generate the evaluation form when the agent is working.

Abstract translation: 一个系统包括一个联络中心来提供客户和代理之间的交互。 联络中心的表单管理员会为评估表格生成问题。 劳动力管理服务器与表单管理器，劳动力管理服务器连接，为代理安排工作时间。 劳动力管理服务器安排表单管理器在代理工作时生成评估表单。

公开(公告)号：WO2016109605A1

公开(公告)日：2016-07-07

申请号：PCT/US2015/067963

申请日：2015-12-29

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： LEV, Yoni ,  FAIZAKOF, Avraham ,  LEV-TOV, Amir ,  TAPUHI, Tamir ,  KONIG, Yochai

IPC: G06F17/00 ,  G06F17/30 ,  G06Q10/06

CPC classification number: G06F17/30976 ,  G06F17/30713 ,  G06Q30/0281 ,  G06Q50/01

Abstract: A method for tracking known topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; initializing, by the processor, a collection of tracked topics to an empty collection; computing, by the processor, a similarity between each fragment of the fragments and each of the known topics; and adding, by the processor, a known topic of the known topics to the tracked topics in response to the similarity between a fragment and the known topic exceeding a threshold value.

Abstract translation: 用于跟踪多个交互中的已知主题的方法包括：由处理器从多个交互中提取多个片段; 由处理器将跟踪主题的集合初始化为空集合; 由处理器计算片段的每个片段和每个已知主题之间的相似度; 以及响应于片段和超过阈值的已知主题之间的相似度，由处理器将已知主题的已知主题添加到所跟踪的主题。

公开(公告)号：WO2016004104A1

公开(公告)日：2016-01-07

申请号：PCT/US2015/038660

申请日：2015-06-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： KONIG, Yochai ,  RISTOCK, Herbert Willi Artur ,  KONIG, David

IPC: G06Q10/06

CPC classification number: H04M3/5233 ,  G06Q10/063112 ,  H04M2203/402

Abstract: A method for generating an agent work schedule Includes: analyzing, on. a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analysing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness.

Abstract translation: 生成代理工作进度的方法包括：分析， 处理器，与多个联络中心代理程序的多个记录的交互，以基于第一多个交互原因和多个交互分辨率状态对记录的交互进行分类; 在处理器上分析分类记录的相互作用以计算多个代理的代理的代理效力，其中代理效力对应于第一交互原因的交互原因; 在处理器上预测联络中心代理商第一时间处理根据交互原因分类的交互的需求; 以及基于所预测的需求和所计算的代理有效性，在所述处理器上生成所述第一时间段的所述代理工作时间表。