公开(公告)号：US11200485B2

公开(公告)日：2021-12-14

申请号：US16714499

申请日：2019-12-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Andrea Friio ,  Arnaud Lejeune ,  Stephane Halter ,  Anthony J. Bates

IPC: G06N3/04 ,  G06Q30/00 ,  G06N3/08

Abstract: A method of anticipating user action by a contact center system based on machine learning includes receiving, by a processor of the contact center system, a first signal from an end user device in communication with the contact center system, the first signal being indicative of an event associated with a user journey, the user journey including a plurality of events, identifying, by the processor, a subset of the plurality of events of the user journey as a plurality of input events, predicting, by the processor, a next event associated with the user journey based on the plurality of input events; and generating, by the processor, a second signal for transmission to the end user device, the second signal including data corresponding to the next event.