公开(公告)号：US20170316438A1

公开(公告)日：2017-11-02

申请号：US15143274

申请日：2016-04-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yochai Konig ,  Ron Harlev

IPC: G06Q30/02 ,  H04M3/51

CPC classification number: G06Q30/0204 ,  G06Q30/016 ,  G06Q30/0201 ,  H04M3/51 ,  H04M2201/60 ,  H04M2203/555

Abstract: A method for generating a predictor of customer behavior for a contact center includes: collecting, by a processor, data from a plurality of different applications of the contact center, the data being stored in a plurality of different formats, the data corresponding to a plurality of recorded interactions between a plurality of customers and the contact center; converting, by the processor, the data from the plurality of different formats into a common format; generating, by the processor, a plurality of customer models for the customers by, for each customer of the customers: identifying, from the data from the plurality of different applications, identified data associated with the customer; and aggregating the identified data in an individual customer model of the plurality of customer models, the individual customer model being associated with the customer; and generating, by the processor, a predictor in accordance with the customer models.