公开(公告)号：US10951768B2

公开(公告)日：2021-03-16

申请号：US16866496

申请日：2020-05-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Pierluigi Pace

IPC: H04M3/00 ,  H04M3/523 ,  G06F11/34 ,  H04M3/51

Abstract: A method for managing automated resources that includes: calculating a channel RIQ score for a first bot in relation to a first communication channel and using it to modify a deployment of the first bot. The calculating the channel RIQ score for the first bot may include: identifying a first engagement scenario that the first bot is able to perform via the first communication channel; identifying target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel; collecting performance data related to the first bot performing the first engagement scenario via the first communication channel; calculating the channel RIQ score by comparing: the performance data related to the first bot performing the first engagement scenario; and the target bot capabilities for performing the first engagement scenario via the first communication channel.