公开(公告)号：US09817813B2

公开(公告)日：2017-11-14

申请号：US14150628

申请日：2014-01-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Avraham Faizakof ,  Amir Lev-Tov ,  David Ollinger ,  Yochai Konig

IPC: G10L15/00 ,  G06F17/27 ,  G10L15/19 ,  G10L15/06 ,  G10L15/18 ,  G10L15/193

CPC classification number: G06F17/2785 ,  G10L15/063 ,  G10L15/1815 ,  G10L15/1822 ,  G10L15/19 ,  G10L15/193

Abstract: A method for generating a suggested phrase having a similar meaning to a supplied phrase in an analytics system includes: receiving, on a computer system comprising a processor and memory storing instructions, the supplied phrase, the supplied phrase including one or more terms; identifying, on the computer system, a term of the phrase belonging to a semantic group; generating the suggested phrase using the supplied phrase and the semantic group; and returning the suggested phrase.

公开(公告)号：US20170206890A1

公开(公告)日：2017-07-20

申请号：US15247645

申请日：2016-08-25

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Tamir Tapuhi ,  Amir Lev-Tov ,  Avraham Faizakof ,  Yochai Konig

IPC: G10L15/06 ,  G06N99/00

CPC classification number: G10L15/063 ,  G06F17/273 ,  G06N99/005 ,  G10L15/183 ,  G10L15/26 ,  G10L2015/0635 ,  G10L2015/0636 ,  G10L2015/088

Abstract: A method for generating a language model for an organization includes: receiving, by a processor, organization-specific training data; receiving, by the processor, generic training data; computing, by the processor, a plurality of similarities between the generic training data and the organization-specific training data; assigning, by the processor, a plurality of weights to the generic training data in accordance with the computed similarities; combining, by the processor, the generic training data with the organization-specific training data in accordance with the weights to generate customized training data; training, by the processor, a customized language model using the customized training data; and outputting, by the processor, the customized language model, the customized language model being configured to compute the likelihood of phrases in a medium.

公开(公告)号：US20170186422A1

公开(公告)日：2017-06-29

申请号：US15402070

申请日：2017-01-09

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  Yochai Konig

IPC: G10L15/19 ,  G06F17/30 ,  G10L15/30 ,  G10L15/02 ,  G10L15/18

CPC classification number: G10L15/19 ,  G06F17/30389 ,  G06F17/30746 ,  G06F17/30769 ,  G10L15/02 ,  G10L15/08 ,  G10L15/1815 ,  G10L15/30

Abstract: A method including: receiving, on a computer system, a text search query, the query including one or more query words; generating, on the computer system, for each query word in the query, one or more anchor segments within a plurality of speech recognition processed audio files, the one or more anchor segments identifying possible locations containing the query word; post-processing, on the computer system, the one or more anchor segments, the post-processing including: expanding the one or more anchor segments; sorting the one or more anchor segments; and merging overlapping ones of the one or more anchor segments; and searching, on the computer system, the post-processed one or more anchor segments for instances of at least one of the one or more query words using a constrained grammar.

公开(公告)号：US09635181B1

公开(公告)日：2017-04-25

申请号：US14887297

申请日：2015-10-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Conor McGann ,  Bharath Aravamudhan ,  Petr Makagon ,  Herbert Willi Artur Ristock ,  Yochai Konig ,  Gregory Duclos ,  Vyacheslav Zhakov ,  Damjan Pelemis

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5232 ,  H04M3/5238 ,  H04M2203/40 ,  H04M2203/401 ,  H04M2203/655

Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.

公开(公告)号：US20170111507A1

公开(公告)日：2017-04-20

申请号：US14887310

申请日：2015-10-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Conor McGann ,  Bharath Aravamudhan ,  Petr Makagon ,  Herbert Willi Artur Ristock ,  Yochai Konig ,  Gregory Duclos ,  Vyacheslav Zhakov ,  Damjan Pelemis

IPC: H04M3/523 ,  G06Q10/06 ,  G06N5/04

CPC classification number: H04M3/5232 ,  G06N5/04 ,  G06N99/00 ,  G06Q10/063112 ,  H04L29/08 ,  H04L67/02 ,  H04L67/18 ,  H04L67/20 ,  H04L67/22 ,  H04L67/306 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2203/40 ,  H04M2203/401

Abstract: A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.

公开(公告)号：US09613619B2

公开(公告)日：2017-04-04

申请号：US14067732

申请日：2013-10-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  Yochai Konig

IPC: G10L21/00 ,  G10L15/00 ,  G10L13/00 ,  G10L15/14 ,  G10L15/01 ,  G10L25/30 ,  G10L15/02

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.

公开(公告)号：US09542936B2

公开(公告)日：2017-01-10

申请号：US13886205

申请日：2013-05-02

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Amir Lev-Tov ,  Avi Faizakof ,  Yochai Konig

IPC: G10L15/00 ,  G10L15/04 ,  G10L21/00 ,  G10L25/00 ,  G06F15/00 ,  G10L15/18 ,  G06F17/30 ,  G10L15/19 ,  G10L15/08

CPC classification number: G10L15/19 ,  G06F17/30389 ,  G06F17/30746 ,  G06F17/30769 ,  G10L15/02 ,  G10L15/08 ,  G10L15/1815 ,  G10L15/30

Abstract: A method including: receiving, on a computer system, a text search query, the query including one or more query words; generating, on the computer system, for each query word in the query, one or more anchor segments within a plurality of speech recognition processed audio files, the one or more anchor segments identifying possible locations containing the query word; post-processing, on the computer system, the one or more anchor segments, the post-processing including: expanding the one or more anchor segments; sorting the one or more anchor segments; and merging overlapping ones of the one or more anchor segments; and searching, on the computer system, the post-processed one or more anchor segments for instances of at least one of the one or more query words using a constrained grammar.

Abstract translation: 一种方法，包括：在计算机系统上接收文本搜索查询，所述查询包括一个或多个查询词; 在所述计算机系统上为所述查询中的每个查询词生成多个语音识别处理的音频文件内的一个或多个锚段，所述一个或多个锚段标识包含所述查询词的可能位置; 在所述计算机系统上对所述一个或多个锚段进行后处理，所述后处理包括：扩展所述一个或多个锚段; 对一个或多个锚段进行排序; 并且合并所述一个或多个锚段中的重叠部分; 以及在所述计算机系统上使用约束语法来搜索所述后处理的一个或多个锚段，以针对所述一个或多个查询词中的至少一个的实例。

公开(公告)号：US20160188672A1

公开(公告)日：2016-06-30

申请号：US14586730

申请日：2014-12-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yoni Lev ,  Avraham Faizakof ,  Amir Lev-Tov ,  Tamir Tapuhi ,  Yochai Konig

IPC: G06F17/30 ,  G06F17/24

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：US20150348163A1

公开(公告)日：2015-12-03

申请号：US14451322

申请日：2014-08-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Eric Tamblyn ,  Simon Wright ,  Yochai Konig ,  Christopher Connolly ,  Chad David Hendren ,  Arnaud Lejeune

IPC: G06Q30/06

CPC classification number: G06Q10/06393 ,  G06Q10/0639 ,  G06Q30/0201 ,  G06Q30/0601 ,  G06Q30/0613 ,  G06Q30/0631 ,  H04M3/5175 ,  H04M3/5191

Abstract: An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.

Abstract translation: 可在零售商店中操作的最终用户装置记录保存在零售商店中的语音对话。 记录被发送到服务器以将其与来自多个其他零售商店的其他对话的记录进行比较。 服务器根据比较建议。 本发明的实施例还涉及一种分析系统，其收集与多个联络中心相关联的各种虚拟或实体零售商店的实时度量数据。 系统对收集的指标数据执行实时分析，以识别产品或服务。 处理器将基于实时分析，修改由特定零售商店提供的先前服务或产品，以及所标识的服务或产品。 处理器推送经修改的服务或产品以在特定零售商店中的最终用户设备上使用显示。

公开(公告)号：US20150201077A1

公开(公告)日：2015-07-16

申请号：US14153049

申请日：2014-01-12

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yochai Konig ,  Javier Villalobos

IPC: H04M3/51

Abstract: A method for generating a recommended action during a voice interaction in a contact center includes: analyzing in real time, on a computer system including a processor and memory storing instructions, audio data of the voice interaction; detecting, on the computer system, events from the audio data; identifying, on the computer system, a plurality of identified features corresponding to the detected events; supplying, on the computer system, the identified features to a statistical model; and identifying, on the computer system and using the statistical model and the identified features, the recommended action from a plurality of actions.

Abstract translation: 一种用于在联络中心的语音交互期间产生推荐动作的方法包括：实时分析包括处理器在内的计算机系统和存储指令的存储器，语音交互的音频数据; 在计算机系统上检测来自音频数据的事件; 在所述计算机系统上识别对应于所检测到的事件的多个识别的特征; 在计算机系统上将所识别的特征提供给统计模型; 以及在计算机系统上并且使用统计模型和所识别的特征来识别来自多个动作的推荐动作。