公开(公告)号：US20210201238A1

公开(公告)日：2021-07-01

申请号：US16730646

申请日：2019-12-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Archana Sekar ,  Yochai Konig

IPC: G06Q10/06 ,  H04M3/51 ,  G06Q30/00 ,  G06Q10/10 ,  G10L15/22 ,  G10L15/18 ,  G10L15/16 ,  G10L15/06 ,  G06N3/08

Abstract: A computer-implemented method for automating actions for a customer in relation to an interaction between the customer and an agent of a contact center, the interaction including an exchange of statements made by the customer and agent. The method includes the steps of: receiving a transcript of the interaction; via a first analysis, analyzing the transcript; from results of the first analysis, identifying: a pending action, wherein the pending action is an action promised by the customer or agent that will be resolved after the interaction; and a target timeframe for resolving the pending action; given the pending action, determining a follow-up workflow that includes one or more follow-up actions, each of the one or more follow-up actions comprising an action intended to assist the customer to resolve the pending action; and automatically executing the one or more follow-up actions.

公开(公告)号：US11025775B2

公开(公告)日：2021-06-01

申请号：US16567513

申请日：2019-09-11

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: H04M11/00 ,  H04M3/493 ,  H04M3/51 ,  G06F16/332 ,  G10L15/22 ,  H04M7/00

Abstract: A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system.

公开(公告)号：US20200327191A1

公开(公告)日：2020-10-15

申请号：US16381452

申请日：2019-04-11

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: G06F17/27 ,  G06F17/28 ,  G10L25/63 ,  G06F17/18 ,  G10L15/26

Abstract: A method, system, and computer program product for unsupervised automated generation of lexicons in a specified target domain, comprising tokens having domain-specific sentiment orientation, by selecting a seed set of tokens from a source lexicon; generating a candidate set of tokens from a text corpus in the target domain based on a similarity parameter with the seed set; calculating a sentiment score for each of the tokens in the candidate set; and automatically updating the source lexicon based on the candidate list.

公开(公告)号：US20200159826A1

公开(公告)日：2020-05-21

申请号：US16194758

申请日：2018-11-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Amir Lev Tov ,  Avraham Faizakof ,  Arnon Mazza ,  Yochai Konig

IPC: G06F17/27 ,  G06K9/62

Abstract: Methods, systems, and computer program product for automatically performing sentiment analysis on texts, such as telephone call transcripts and electronic written communications. Disclosed techniques include, inter alia, lexicon training, handling of negations and shifters, pruning of lexicons, confidence calculation for token orientation, supervised customization, lexicon mixing, and adaptive segmentation.

公开(公告)号：US20190245975A1

公开(公告)日：2019-08-08

申请号：US16389745

申请日：2019-04-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yochai Konig ,  David Konig

IPC: H04M3/51 ,  H04L12/58 ,  G06F17/27 ,  H04M7/00

CPC classification number: H04M3/5175 ,  G06F17/2785 ,  H04L51/02 ,  H04M3/5183 ,  H04M7/0045 ,  H04M2203/401 ,  H04M2203/403

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.

公开(公告)号：US10116799B2

公开(公告)日：2018-10-30

申请号：US14320237

申请日：2014-06-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yochai Konig ,  Herbert Willi Artur Ristock ,  David Konig

IPC: H04M3/523 ,  G06Q10/06

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; analyzing, 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.

公开(公告)号：US10102491B2

公开(公告)日：2018-10-16

申请号：US14451338

申请日：2014-08-04

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: G06Q30/00 ,  G06Q10/06 ,  G06Q30/06 ,  H04M3/51 ,  G06Q30/02

Abstract: A system and method for aggregating a customer's anonymous online experience and associating it to the customer once the customer is known. A server monitors and aggregates data on anonymous interactions between a customer and a website. The collected data is stored in a data store in association with a code. The server detects occurrence of a trigger event as the data is collected, and the code is provided to the customer in response to detecting the trigger event. When the customer presents the code at the retail store, a retail store device sends a message including the code to the server. The retail store device also provides other identification information of the customer. The server may then associate the anonymous data to customer based on the identification information.

公开(公告)号：US09971764B2

公开(公告)日：2018-05-15

申请号：US13952459

申请日：2013-07-26

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: G10L15/00 ,  G06F17/30 ,  G06F17/27 ,  G10L15/18

CPC classification number: G06F17/2785 ,  G06F17/3071 ,  G10L15/1822

Abstract: A method for identifying concepts in a plurality of interactions includes: filtering, on a processor, the interactions based on intervals; creating, on the processor, a plurality of sentences from the filtered interactions; computing, on the processor, a saliency of each the sentences; pruning away, on the processor, sentences with low saliency for generating a set of informative sentences; clustering, on the processor, the sentences of the set of informative sentences for generating a plurality of sentence clusters, each of the clusters corresponding to a concept of the concepts; computing, on the processor, a saliency of each of the clusters; and naming, on the processor, each of the clusters.

公开(公告)号：US20180102126A1

公开(公告)日：2018-04-12

申请号：US15837980

申请日：2017-12-11

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: G10L15/06 ,  G06F17/30 ,  G06F17/27 ,  G10L15/22

CPC classification number: G10L15/063 ,  G06F16/285 ,  G06F16/35 ,  G06F17/2755 ,  G06F17/2785 ,  G10L2015/0631 ,  G10L2015/223

Abstract: A method for detecting and categorizing topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; filtering, by the processor, the plurality of fragments to generate a filtered plurality of fragments; clustering, by the processor, the filtered fragments into a plurality of base clusters; and clustering, by the processor, the plurality of base clusters into a plurality of hyper clusters.

公开(公告)号：US20180096617A1

公开(公告)日：2018-04-05

申请号：US15282963

申请日：2016-09-30

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: G09B7/00 ,  G06Q10/06

CPC classification number: G09B7/00 ,  G06Q10/0639

Abstract: A method for automatically calculating an overall evaluation score of an interaction includes: receiving, by a processor, an evaluation form, the evaluation form comprising a plurality of automatic questions and a plurality of manual questions; automatically extracting, by a processor, a set of features from the interaction, the set of features comprising answers to the automatic questions without manually generated answers to the manual questions; and computing an overall evaluation score based on the set of features.