公开(公告)号：US20210201327A1

公开(公告)日：2021-07-01

申请号：US16730698

申请日：2019-12-30

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Yochai Konig ,  Archana Sekar ,  James Hvezda ,  Javier Villalobos

IPC分类号： G06Q30/00 ,  H04M3/42 ,  H04M3/51 ,  G06N3/08 ,  G06F9/455

摘要： A method for personalizing a delivery of services to a first customer including: providing a customer profile; updating the customer profile via performing a first process to collect interaction data, the first process including the steps of: monitoring activity on the communication device and, therefrom, detecting the first interaction with the first contact center; identifying data relating to the first interaction for collecting as the interaction data; and updating the customer profile to include the interaction data identified from the first interaction; generating an interaction predictor, the interaction predictor comprising knowledge about the first customer derived, at least in part, from the data stored within the customer profile, the knowledge comprising a behavioral factor attributable to the first customer given a first type of interaction; and augmenting the customer profile by storing therein the interaction predictor.