公开(公告)号：US20220092686A1

公开(公告)日：2022-03-24

申请号：US17029869

申请日：2020-09-23

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Archana Sekar ,  Javier Villalobos ,  Yochai Konig

IPC分类号： G06Q30/08 ,  G06Q40/04 ,  H04L9/06

摘要： A method for data bidding in an enterprise system comprising a first enterprise and a second enterprise using a permissioned blockchain infrastructure according to one embodiment includes receiving, by an end user device, a request for data from an end user; generating, by the end user device, an announcement including the request for data to the enterprise system, wherein the announcement initiates the data bidding by the enterprise system; receiving, by the end user device, at least one bid including requested data of at least one of the first enterprise and the second enterprise in response to the announcement; analyzing, by the end user device, the at least one bid from the at least one of the first enterprise and the second enterprise; selecting, by the end user device, the at least one of the first enterprise and the second enterprise; displaying, by the end user device, the at least one of the first enterprise and the second enterprise to the end user; receiving, by the end user device, an indication that the end user has selected the first enterprise; and transmitting, by the first enterprise, the requested data to the end user thereby completing a data transaction.

公开(公告)号：US20220094554A1

公开(公告)日：2022-03-24

申请号：US17029846

申请日：2020-09-23

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Archana Sekar ,  Javier Villalobos ,  Yochai Konig

IPC分类号： H04L9/32 ,  H04L9/14 ,  H04L9/08

摘要： A method according to one embodiment includes transmitting, by an enterprise system, a data request for user data stored in a software wallet to a software wallet provider, transmitting, by the software wallet provider, an authorization request to an end user device of the user in association with the data request, creating, by the end user device, a transaction signed with a first private cryptographic key to generate a signed transaction, transmitting, by the end user device, the signed transaction to the software wallet provider, signing, by the software wallet provider, the signed transaction with a second private cryptographic key to generate a multi-signed transaction, transmitting, by the software wallet provider, the multi-signed transaction to the enterprise system, and validating, by the enterprise system, the multi-signed transaction using a public cryptographic key associated with the first private cryptographic key and the second private cryptographic key.

公开(公告)号：US20220094544A1

公开(公告)日：2022-03-24

申请号：US17029863

申请日：2020-09-23

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Archana Sekar ,  Javier Villalobos ,  Yochai Konig

IPC分类号： H04L9/32 ,  G06Q10/10 ,  G06Q50/00 ,  G06N20/00

摘要： A method for executing hyper-personalized interactions across enterprises using interactions added to blockchains as transactions according to one embodiment includes determining, by a first enterprise system, an intent from a first interaction added to a blockchain via a blockchain transaction, determining, by the first enterprise system, a correlation between the intent and a set of subsequent related interactions with one or more enterprise systems different from the first enterprise system, and generating, by the first enterprise system, a second interaction with a second enterprise system of the one or more enterprise systems different from the first enterprise system, wherein the second interaction is within the set of subsequent related interactions.

公开(公告)号：US20210203784A1

公开(公告)日：2021-07-01

申请号：US16730751

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： H04M3/523

摘要： 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：US20150201077A1

公开(公告)日：2015-07-16

申请号：US14153049

申请日：2014-01-12

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Yochai Konig ,  Javier Villalobos

IPC分类号： H04M3/51

摘要： 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.

摘要翻译： 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。

公开(公告)号：US11425251B2

公开(公告)日：2022-08-23

申请号：US16730751

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： H04M3/523

摘要： 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

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.

公开(公告)号：US20220094524A1

公开(公告)日：2022-03-24

申请号：US17029824

申请日：2020-09-23

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Archana Sekar ,  Javier Villalobos ,  Yochai Konig

IPC分类号： H04L9/06 ,  H04L12/58 ,  H04M3/51

摘要： A method for conducting a data transaction between a first and second contact center system using a permissioned blockchain infrastructure according to one embodiment includes receiving at the first system a request for data from an end user, determining that the second system possesses the requested data, transmitting the request for data to the second system, providing the requested data to the first system by generating a block representing the data transaction in the blockchain infrastructure, publishing the block to one or more nodes in the blockchain infrastructure, validating the data transaction at the one or more nodes in the blockchain infrastructure, adding the block to a blockchain based on a consensus reached among the one or more nodes in the blockchain infrastructure, updating the one or more nodes in the blockchain infrastructure with the block, labeling the data transaction as successful, and transmitting the requested data to the end user.

公开(公告)号：US20220094543A1

公开(公告)日：2022-03-24

申请号：US17029834

申请日：2020-09-23

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Archana Sekar ,  Javier Villalobos ,  Yochai Konig

IPC分类号： H04L9/32 ,  G06Q10/10 ,  G06Q30/00

摘要： A method for conducting a data transaction between an on-chain enterprise and an off-chain enterprise according to one embodiment includes receiving at the on-chain enterprise a request for data from an end user; determining that the off-chain enterprise possesses the requested data; transmitting the request for data to an oracle system; transmitting the request for data to the off-chain enterprise; providing the requested data to the oracle system; providing the requested data to the on-chain enterprise by (i) generating a block representing the data transaction in the blockchain infrastructure, (ii) publishing the block to one or more nodes in the blockchain infrastructure, (iii) validating the data transaction at the one or more nodes in the blockchain infrastructure, (iv) adding the block to a blockchain based on a consensus reached among the one or more nodes in the blockchain infrastructure, (v) updating the one or more nodes in the blockchain infrastructure with the block, and (vi) labeling the data transaction as successful; and transmitting the requested data to the end user.

公开(公告)号：US20220092056A1

公开(公告)日：2022-03-24

申请号：US17029880

申请日：2020-09-23

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Archana Sekar ,  Javier Villalobos ,  Yochai Konig

IPC分类号： G06F16/23 ,  G06Q10/10 ,  G06Q30/00 ,  G06F16/2458 ,  G06N20/00

摘要： A method for providing prediction-as-a-service through intelligent blockchain smart contracts according to one embodiment includes mining transaction data stored on a blockchain ledger in a blockchain network, executing at least one smart contract stored on the blockchain ledger to apply a predictive artificial intelligence model in the blockchain network based on the mined transaction data and trigger one or more actions in relation to an enterprise, and automatically instructing the enterprise to execute the one or more actions.