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公开(公告)号：US10582057B2
公开(公告)日：2020-03-03
申请号：US16389745
申请日：2019-04-19
Inventor： Yochai Konig , David Konig
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.
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公开(公告)号：US10382623B2
公开(公告)日：2019-08-13
申请号：US14919673
申请日：2015-10-21
Inventor： Amir Lev-Tov , Tamir Tapuhi , Yoni Lev , Avraham Faizakof , Yochai Konig
Abstract: A method for configuring an automated self-help system based on prior interactions between a plurality of customers and a plurality of agents of a contact center includes: recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text, the recognized text including a plurality of phrases, the phrases being classified into a plurality of clusters; extracting, by the processor, a plurality of sequences of clusters, each of the sequences of clusters corresponding to the phrases of one of the prior interactions; filtering, by the processor, the sequences of clusters based on a criterion; mining, by the processor, a preliminary dialog tree from the sequences of clusters; invoking configuration of the automated self-help system based on the preliminary dialog tree; and outputting a dialog tree for configuring the automated self-help system.
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公开(公告)号：US10277744B2
公开(公告)日：2019-04-30
申请号：US15890293
申请日：2018-02-06
Inventor： Yochai Konig , Herbert Willi Artur Ristock
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.
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公开(公告)号：US20190122653A1
公开(公告)日：2019-04-25
申请号：US16219537
申请日：2018-12-13
Inventor： Tamir Tapuhi , Amir Lev-Tov , Avraham Faizakof , Yochai Konig
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.
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公开(公告)号：US20190058793A1
公开(公告)日：2019-02-21
申请号：US15677927
申请日：2017-08-15
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC
Inventor： Yochai Konig , David Konig
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.
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Patent Agency Ranking
46.发明申请公开(公告)号：US20190026676A1
公开(公告)日：2019-01-24
申请号：US16139662
申请日：2018-09-24
Inventor： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
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.
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公开(公告)号：US20180096278A1
公开(公告)日：2018-04-05
申请号：US15282897
申请日：2016-09-30
Inventor： Amir Lev-Tov , Tamir Tapuhi , Avraham Faizakof , David Konig , Yochai Konig
CPC classification number: G06Q10/06395 , G06F16/9535 , G06Q10/1095 , G10L15/22 , G10L2015/228
Abstract: A method includes: receiving, by a processor, an evaluation form including a plurality of evaluation questions; receiving, by the processor, an interaction to be evaluated by the evaluation form; selecting, by the processor, an evaluation question of the evaluation form, the evaluation question including a rule associated with one or more topics, each of the topics including one or more words or phrases; searching, by the processor, the interaction for the one or more topics of the rule in accordance with the presence of one or more words or phrases in the interaction to generate a search result; calculating, by the processor, an answer to the evaluation question in accordance with the rule and the search result; and outputting, by the processor, the calculated answer to the evaluation question of the evaluation form.
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公开(公告)号：US09912815B2
公开(公告)日：2018-03-06
申请号：US15268513
申请日：2016-09-16
Inventor： Yochai Konig , Herbert Willi Artur Ristock
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.
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公开(公告)号：US20170155766A1
公开(公告)日：2017-06-01
申请号：US15431385
申请日：2017-02-13
Inventor： Praphul Kumar , Yochai Konig , Ahmed Tewfik Bouzid , Ashish Thakkar , Leon Vymenets
IPC: H04M3/51
CPC classification number: H04M3/5166 , H04M3/42144 , H04M3/42153 , H04M3/493 , H04M3/4933 , H04M3/51 , H04M3/5133 , H04M3/5191 , H04M2201/42 , H04M2203/402 , H04M2203/551
Abstract: Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.
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公开(公告)号：US20170111509A1
公开(公告)日：2017-04-20
申请号：US14887297
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
IPC: 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.
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