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：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。

公开(公告)号：WO2015134818A1

公开(公告)日：2015-09-11

申请号：PCT/US2015/019072

申请日：2015-03-05

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： KONIG, Yochai ,  ANKRI, Morad ,  ZHAKOV, Vyacheslav ,  TE BOOIJ, Merijn ,  GOPALLA, Kentis

IPC: H04M3/51

CPC classification number: H04M3/51 ,  H04M3/5231 ,  H04M3/5238 ,  H04M7/0027 ,  H04M7/003 ,  H04M2203/551

Abstract: An apparatus includes: a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and receive information regarding the interaction after termination of the interaction with the contact center.

Abstract translation: 一种装置包括：处理器; 和存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器在发起交互请求之前识别多个参数; 将所述交互请求发送到服务器以发起与联络中心的交互，所述交互请求包括所述多个参数; 并且在与联络中心的交互终止之后接收关于交互的信息。

公开(公告)号：WO2019245948A1

公开(公告)日：2019-12-26

申请号：PCT/US2019/037435

申请日：2019-06-17

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： KONIG, Yochai ,  HVEZDA, James ,  MAOZ, Rotem ,  MISHAN, Moshe ,  HALEVY, Doron ,  STANLEY, Mark W.

IPC: H04M3/523 ,  H04M3/51 ,  G10L13/04 ,  G10L15/22 ,  G10L15/18

Abstract: According to one embodiment, a method for automating an interaction between a user and a contact center includes: receiving, by a processor, a natural language inquiry from the user; identifying, by the processor, a user intent from the natural language inquiry using a natural language processing module; loading, by the processor, a script corresponding to the user intent, the script comprising a plurality of fields of information associated with the user intent; filling at least one of the fields of information of the script based on a stored user profile; and supplying the filled fields of information to the contact center in accordance with the script. Some embodiments of the present invention relate to systems and methods for augmenting interactions between the user and the contact center.

公开(公告)号：WO2015066554A1

公开(公告)日：2015-05-07

申请号：PCT/US2014/063582

申请日：2014-10-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： KONIG, Yochai ,  RISTOCK, Herbert Willi Artur

IPC: G06Q30/02

CPC classification number: H04M3/5233 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191 ,  H04M2201/40 ,  H04M2203/408

Abstract: A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.

Abstract translation: 一种用于在联络中心进行基于性能的路由交互的系统和方法。 路由服务器接收要路由的交互的信息，并识别交互的呼叫原因。 呼叫原因的识别可以基于例如语音分析。 路由服务器识别具有处理主题经验的一个或多个代理。 路由服务器进一步确定所识别的代理人在处理该主题方面的熟练程度，并选择一个具有至少最低水平熟练度的代理。 路由服务器发送用于将交互路由到所选代理的消息。

公开(公告)号：WO2015066386A1

公开(公告)日：2015-05-07

申请号：PCT/US2014/063265

申请日：2014-10-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： LEV-TOV, Amir ,  FAIZAKOF, Avraham ,  KONIG, Yochai

IPC: G10L15/01 ,  G10L15/02 ,  G10L15/183

CPC classification number: G10L15/01 ,  G10L15/02 ,  G10L15/04 ,  G10L15/063 ,  G10L15/26 ,  G10L25/30

Abstract: A method for predicting a speech recognition quality of a phrase comprising at least one word includes: receiving, on a computer system including a processor and memory storing instructions, the phrase; computing, on the computer system, a set of features comprising one or more features corresponding to the phrase; providing the phrase to a prediction model on the computer system and receiving a predicted recognition quality value based on the set of features; and returning the predicted recognition quality value.

Abstract translation: 用于预测包括至少一个单词的短语的语音识别质量的方法包括：在包括处理器的计算机系统和存储指令的存储器上接收短语; 在所述计算机系统上计算包括与所述短语相对应的一个或多个特征的一组特征; 将所述短语提供给所述计算机系统上的预测模型，并且基于所述特征集合接收预测的识别质量值; 并返回预测的识别质量值。

公开(公告)号：WO2019036488A1

公开(公告)日：2019-02-21

申请号：PCT/US2018/046741

申请日：2018-08-14

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： KONIG, Yochai ,  KONIG, David

IPC: G06Q50/30 ,  H04L12/58

Abstract: A method for automated quality management of agents of a contact center includes: selecting, by a processor, a topic for interacting with a human agent of the contact center; identifying, by the processor, a dialog tree associated with the selected topic; and engaging, by the processor, in an automated communication session with the human agent based on the identified dialog tree, wherein the engaging of the automated communication session includes: receiving, by the processor, an agent input; identifying, by the processor, a current node of the dialog tree associated with the agent input; selecting, by the processor, an automated phrase to be output in response to identifying the current node; and outputting, by the processor, the automated phrase.