公开(公告)号：US20210201327A1

公开(公告)日：2021-07-01

申请号：US16730698

申请日：2019-12-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yochai Konig ,  Archana Sekar ,  James Hvezda ,  Javier Villalobos

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

Abstract: 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.

公开(公告)号：US20210203784A1

公开(公告)日：2021-07-01

申请号：US16730751

申请日：2019-12-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yochai Konig ,  Archana Sekar ,  James Hvezda ,  Javier Villalobos

IPC: H04M3/523

Abstract: A computer-implemented method related to routing incoming interactions of contact centers. The method may include: receiving initial data identifying a first incoming interaction that includes information disclosing at least an intent of the first incoming interaction; and performing a first subprocess to generate a personalized routing profile tailored to facilitate routing the first incoming interaction in accordance with preferences of a first customer. The first subprocess may include: accessing data from a database, the database including at least a first customer profile storing data relating to the first customer; based on the accessed data and the intent of the first incoming interaction, determining preferred agent characteristics data of the first customer for the first incoming interaction; and generating the personalized routing profile so to include the preferred agent characteristics data of the first customer.

公开(公告)号：US20190037077A1

公开(公告)日：2019-01-31

申请号：US16151362

申请日：2018-10-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yochai Konig ,  James Hvezda ,  Rotem Maoz ,  Moshe Mishan ,  Doron Halevy ,  Mark W. Stanley

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：US11425251B2

公开(公告)日：2022-08-23

申请号：US16730751

申请日：2019-12-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yochai Konig ,  Archana Sekar ,  James Hvezda ,  Javier Villalobos

IPC: H04M3/523

Abstract: A computer-implemented method related to routing incoming interactions of contact centers. The method may include: receiving initial data identifying a first incoming interaction that includes information disclosing at least an intent of the first incoming interaction; and performing a first subprocess to generate a personalized routing profile tailored to facilitate routing the first incoming interaction in accordance with preferences of a first customer. The first subprocess may include: accessing data from a database, the database including at least a first customer profile storing data relating to the first customer; based on the accessed data and the intent of the first incoming interaction, determining preferred agent characteristics data of the first customer for the first incoming interaction; and generating the personalized routing profile so to include the preferred agent characteristics data of the first customer.

公开(公告)号：US11367080B2

公开(公告)日：2022-06-21

申请号：US16730698

申请日：2019-12-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yochai Konig ,  Archana Sekar ,  James Hvezda ,  Javier Villalobos

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

Abstract: 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.