Patents Assigned to Genesys Telecommunications Laboratories, Inc.
  • Publication number: 20220141337
    Abstract: A system including a mobile application on a user's mobile device for connecting to a plurality of contact centers and providing personalized context to the user. The system includes: the mobile application; a connection from the mobile application to a central API service, wherein the central API service provides authentication tokens to the mobile application for facilitating interaction therebetween; a plurality of vendors which the user has associated with their profile and have been integrated with the central API service, wherein the vendors are operably connected with the central API service for information sharing; and a plurality of media channels connecting the plurality of vendors with the central API service, allowing the user to: view personalized context from past interactions between the user and the plurality of contact centers through the mobile application; and connect with the contact centers.
    Type: Application
    Filed: November 4, 2021
    Publication date: May 5, 2022
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: JOHN BOHAN JIANG, CLIVE JOHN-CHUAN, WILLIAM ZHAO, ROBERT J. CULBERT, COLIN KUM-TENG HUNG
  • Publication number: 20220101838
    Abstract: A method for intent mining that includes: receiving conversation data; using an intent mining algorithm to automatically mine intents from the conversation data; and uploading the mined intents into the conversational bot. The intent mining algorithm may include: analyzing utterances of the conversation data to identify intent-bearing utterances; analyzing the identified intent-bearing utterances to identify candidate intents; selecting salient intents from the candidate intents; grouping the selected salient intents into salient intent groups in accordance with a degree of semantic similarity; for each of the salient intent groups, selecting one of the salient intents as the intent label and designating the others as the intent alternatives; and associating the intent-bearing utterances with the salient intent groups via determining a degree of semantic similarity between the candidate intents present in the intent-bearing utterance and the intent alternatives within each group.
    Type: Application
    Filed: March 31, 2021
    Publication date: March 31, 2022
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: BASIL GEORGE, RAMASUBRAMANIAN SUNDARAM
  • Publication number: 20220101220
    Abstract: A method for optimizing a workflow of deferrable work interactions in a contact center that includes: providing a NLP models and a priority model; using text derived from received deferrable working interactions as inputs to the NLP models to generate the NLP scores; using the LP scores as inputs to the priority model to generate the priority score; identifying candidate agents of the agents for handling the deferrable work interactions; receiving an inbound work forecast; receiving agent work schedule data; using an optimization process to generate an optimized workflow for the deferrable work interactions, where the optimized workflow includes assignments in which an agent from the candidate agents is selected to handle the deferrable work interaction and a target timeframe for handling is scheduled; and routing the deferrable work interactions in accordance with the assignments of the optimized workflow.
    Type: Application
    Filed: September 30, 2021
    Publication date: March 31, 2022
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: BAYU WICAKSONO, TRAVIS HUMPHREYS, WILLIAM D'ATTILIO, JOHNSON TSE, ABEL CHEN
  • Publication number: 20220101839
    Abstract: A method for authoring a conversational bot including: receiving conversation data; receiving seed intent data that comprises seed intents having a seed intent label and sample intent-bearing utterances; using an intent mining algorithm to mine the conversation data to determine new utterances to associate with the seed intent; augmenting the seed intent data to include the mined new utterances associated with the seed intents; and uploading the augmented seed intent data into the conversation bot. The intent mining algorithm may include: identifying intent-bearing utterances; identifying candidate intents; for each of the seed intents, identifying seed intent alternatives from the sample intent-bearing utterances; associating the intent-bearing utterances from the conversation data with the seed intents via determining a degree of semantic similarity between the candidate intents of the intent-bearing utterances and the seed intent alternatives.
    Type: Application
    Filed: March 31, 2021
    Publication date: March 31, 2022
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: BASIL GEORGE, RAMASUBRAMANIAN SUNDARAM
  • Patent number: 11290594
    Abstract: A contact center system for performing call progress analysis including tone and speech classification according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the contact center system to determine a cumulative average of an entropy of an audio signal received by the contact center system, determine a cumulative average power spectral amplitude and a cumulative average spectral entropy of the audio signal, calculate a difference measure of the audio signal as a difference between the cumulative average of the entropy and the cumulative average spectral entropy, distinguish tones from speech of the audio signal based on the difference measure, and process one or more tones of the audio signal in response to identification of the one or more tones in the audio signal.
    Type: Grant
    Filed: June 30, 2021
    Date of Patent: March 29, 2022
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Rivarol Vergin, Jason Anthony McDowell, Adam M. Paugh
  • Publication number: 20220070296
    Abstract: A method for resolving customer requests that includes: providing a personal bot assistant and an asynchronous resolution facilitator; receiving a customer request from a first customer and producing a transcript thereof; determining an intent based on the transcript and customer information relating to the determined intent; transmitting an initial set of data to the asynchronous resolution facilitator and assembling therefrom a resolution package that includes an agent interface showing information required to expeditiously resolve the customer request including one or more recommended business processes; displaying the agent interface on a screen of the agent device; receiving input from the agent device that indicates the agent has completed preparing a resolution for the customer request; and providing notification to the first customer of the achieved resolution via the personal device of the first customer.
    Type: Application
    Filed: August 25, 2021
    Publication date: March 3, 2022
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventor: ANDREA FRIIO
  • Publication number: 20220067746
    Abstract: A method facilitating a customer exercising post-purchase rights associated with a purchase made by the customer of a product. The method includes: receiving first documentation related to the purchase of the product; extracting purchase data from the first documentation, where the extracted purchase data describes the purchase including a vendor identify, purchase date, and product type; conducting search using terms derived from the extracted purchase data to connect to a vendor web site; conducting a search of the vendor web site using terms derived from the extracted purchase data to locate a first vendor policy of the vendor that defines a first post-purchase right of the customer; determining a milestone date associated with the first post-purchase right of the customer; and sending a notification to the customer appraising the customer of the milestone date and the material change.
    Type: Application
    Filed: August 26, 2021
    Publication date: March 3, 2022
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventor: ASHISH THAKKAR
  • Publication number: 20220067630
    Abstract: A method related to predicting agent attrition rate that includes: providing an attrition model; measuring and recording agent journey data of a first agent of a contact center, the agent journey data describing aspects related to an employment of the first agent and having data types that corresponds in kind to data types of inputs of the attrition model; determining that prediction of an attrition rate of the first agent is required; using the attrition model to predict the attrition rate by providing values for the inputs from applicable values taken from the agent journey data of the first agent, and calculating the attrition rate as the output of the attrition model; determining if the calculated current attrition rate indicates a high risk of attrition; and transmitting an alert communication to a supervisor of the first agent.
    Type: Application
    Filed: September 2, 2021
    Publication date: March 3, 2022
    Applicant: Genesys Telecommunications Laboratories, Inc.
    Inventors: Anantha Krishnan Asokan, Balaji Gokulakannan, Vidhyasimhan Jayaraghavendran
  • Patent number: 11228682
    Abstract: A method for incorporating an augmented voice communication into a communication routing configuration of a contact center system according to an embodiment includes selecting a vocal avatar, wherein the vocal avatar includes phonetic characteristics having first values, receiving a text communication and input user parameters from an input user, generating the augmented voice communication based on the text communication and the input user parameters, wherein the augmented voice communication includes phonetic characteristics having second values, wherein the first values of the phonetic characteristics of the vocal avatar are different from the second values of the phonetic characteristics of the augmented voice communication, and incorporating the augmented voice communication into the communication routing configuration of the contact center system.
    Type: Grant
    Filed: December 30, 2019
    Date of Patent: January 18, 2022
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Leonid Vymenets, Jr., Alexandria L. Hockeborn, Yong Guan, Praphul Kumar, Jason Chhaidan
  • Publication number: 20210407511
    Abstract: A method for selectively transcribing voice communications that includes: receiving keywords; receiving an audio stream of audio data of speech; searching the audio stream to detect keywords or keyword detections and recording parameter data for each that includes a location of the keyword within the audio stream; generating one or more cumulative datasets for one or more portions of the audio stream that each includes parameter data for the keyword detections occurring therein; for each of the one or more portions of the audio stream, calculating a transcription favorableness score via inputting the corresponding one of the one or more cumulative datasets into an algorithm; and determining whether to transcribe each of the one or more portions of the audio stream by comparing the corresponding transcription favorableness score against a predetermined threshold.
    Type: Application
    Filed: June 24, 2020
    Publication date: December 30, 2021
    Applicant: Genesys Telecommunications Laboratories, Inc.
    Inventors: Felix Immanuel Wyss, Conor P. McGann
  • Publication number: 20210374671
    Abstract: A system and method are presented relating to emotion-based action recommendations. The present invention may include a recommender engine that analyzes several pieces of information and using artificial intelligence derived models, provides a course of action for a contact center agent and the probability and estimations behind the recommendation as a justification. System inputs include cost of the item or service being troubleshooted, estimated costs for different resolutions, cost of each escalation level of the interaction, history of previous interactions, agent costs, history of the current interaction, acoustic events and sentiment or primary detected emotions of the customer's transcript. The recommended course of action, rationale, and authorization can be provided as output. The system may record whether the agent followed the recommendation to improve further recommendations.
    Type: Application
    Filed: June 2, 2020
    Publication date: December 2, 2021
    Applicant: Genesys Telecommunications Laboratories, Inc.
    Inventors: Jessica Li, Leor Grebler, Ankit Pat, William Zhao
  • Publication number: 20210334819
    Abstract: A method related to customers orchestrating engagements with service providers. The method includes providing, by a facilitator entity, a customer journey orchestration service that includes: service providers affiliated with the customer journey orchestration service; a virtual datacenter in which cloud-based applications and databases are operably linked to communication devices of the customers and to the affiliated services providers; customer interface portals for enabling the customers to interact with the virtual datacenter, each customer interface portal being associated with a specific customer; and a customer profile database that stores customer profiles corresponding to respective ones of the customers. The method further includes configuring, by the facilitator entity, an account of the customer for participation in the customer journey orchestration service.
    Type: Application
    Filed: April 27, 2021
    Publication date: October 28, 2021
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: SEAMUS HAYES, ANTHONY BATES, ANGELO CICCHITTO
  • Publication number: 20210320801
    Abstract: A method for verifying an individual's identity for granting access to a computer system that includes receiving a personal identifier of the individual and data related to the individual speaking an authentication sequence. The method includes performing a biometrics identity proof that includes: identifying a first set of characteristics from the data; retrieving, from a database, a second set characteristics linked to the personal identifier of the individual; and comparing the first set of characteristics against the second set of characteristics to determine a similarity score. The method includes performing a proof of possession of an authentication device that includes determining whether a recognized value of the authentication sequence matches an expected value of the authentication sequence. The method includes calculating a confidence score for verifying the individual's identity based the similarity score and whether a match was determined.
    Type: Application
    Filed: April 8, 2020
    Publication date: October 14, 2021
    Applicant: Genesys Telecommunications Laboratories, Inc.
    Inventor: Felix Wyss
  • Patent number: 11134155
    Abstract: A method for automated generation of contact center system embeddings according to one embodiment includes determining, by a computing system, contact center system agents, contact center system agent skills, and/or contact center system virtual queue experiences; generating, by the computing system, a matrix representation based on the contact center system agents, the contact center system agent skills, and/or the contact center system virtual queue experiences; generating, by the computing system and based on the matrix representation, contact center system agent identifiers, contact center system agent skills identifiers, and/or contact center system virtual queue identifiers; transforming, by the computing system, the contact center system agent identifiers, the contact center system agent skills identifiers, and/or the contact center system virtual queue identifiers into the contact center system agent embeddings, contact center system agent skills embeddings, and/or contact center system virtual queue
    Type: Grant
    Filed: December 31, 2020
    Date of Patent: September 28, 2021
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Felix Immanuel Wyss, Ramasubramanian Sundaram, Aravind Ganapathiraju
  • Publication number: 20210287263
    Abstract: A system comprising: at least one hardware processor; and a non-transitory computer-readable storage medium having stored thereon program code, the program code executable by the at least one hardware processor to: receive, by a processor, data associated with an interaction between a customer and an agent in a contact center, automatically analyze, by the processor, said data to identify one or more topics associated with a content of said interaction, automatically associate, by the processor, one or more questions from a dataset of questions with each of said identified topics, automatically construct, by the processor, a questionnaire comprising said associated questions, and output said questionnaire to said customer.
    Type: Application
    Filed: March 1, 2021
    Publication date: September 16, 2021
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: SHAI ALON, ROTEM SHEM-TOV
  • Publication number: 20210224706
    Abstract: A system and method are presented for generating staffing requirements for deferred work in a contact center environment. In an embodiment, a simulation of deferred work performance is used to generate staffing requirement. Information, such as volume offered, expected handle time, available staff distributed throughout the intervals over a period of time, etc., are utilized for determining service performance metrics. The simulation accounts for transient data (e.g., number of deferred work handled or completed, number of backlog from an interval to the next, starting number of deferred work in the system, etc.) and determines performance metrics using that transient data.
    Type: Application
    Filed: April 7, 2021
    Publication date: July 22, 2021
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: BAYU AJI WICAKSONO, ANDY RAPHAEL GOUW, WEI XUN TER
  • Publication number: 20210201238
    Abstract: A computer-implemented method for automating actions for a customer in relation to an interaction between the customer and an agent of a contact center, the interaction including an exchange of statements made by the customer and agent. The method includes the steps of: receiving a transcript of the interaction; via a first analysis, analyzing the transcript; from results of the first analysis, identifying: a pending action, wherein the pending action is an action promised by the customer or agent that will be resolved after the interaction; and a target timeframe for resolving the pending action; given the pending action, determining a follow-up workflow that includes one or more follow-up actions, each of the one or more follow-up actions comprising an action intended to assist the customer to resolve the pending action; and automatically executing the one or more follow-up actions.
    Type: Application
    Filed: December 30, 2019
    Publication date: July 1, 2021
    Applicant: Genesys Telecommunications Laboratories, Inc.
    Inventors: Archana Sekar, Yochai Konig
  • Publication number: 20210201359
    Abstract: A method for implementing an enterprise's outbound campaign in which an offer is communicated to target customers in a manner personalized for each. The method includes: providing a customer profile database; providing a personalization platform; updating the customer profile of a first target customer according to data received from a personal bot running on a device of the first target customer; deriving interaction predictors for the first target customer relating to behavioral tendency for a interaction type; receiving an enterprise campaign dataset from the enterprise related to the outbound campaign, the enterprise campaign dataset including: information describing the offer, context; and list of the target customers; augmenting, at the personalization platform, the enterprise campaign dataset with the interaction predictors related to the first target customer to produce an enriched campaign dataset; and transmitting the enriched campaign dataset to the enterprise.
    Type: Application
    Filed: December 28, 2020
    Publication date: July 1, 2021
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: ARCHANA SEKAR, YOCHAI KONIG
  • Publication number: 20210201338
    Abstract: A method for configuring a selected application of a contact center to facilitate handling of incoming interactions. The method may include: collecting data; generating individual customer models and aggregated customer models, wherein the aggregated customer models each comprises an aggregation of a grouping of the individual customer models; generating individual agent models and aggregated agent models, wherein the aggregated agent models each comprises an aggregation of a grouping of the individual agent models; from the customer models, generating a customer predictor configured to predict customer behavior; from the agent models, generating an agent predictor configured to predict agent behavior; using the customer predictor to make a customer prediction; using the agent predictor to make an agent prediction; and modifying an allocation of a contact center resource based on the customer and the agent predictions.
    Type: Application
    Filed: March 16, 2021
    Publication date: July 1, 2021
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: YOCHAI KONIG, RON HARLEV
  • Publication number: 20210203784
    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.
    Type: Application
    Filed: December 30, 2019
    Publication date: July 1, 2021
    Applicant: Genesys Telecommunications Laboratories, Inc.
    Inventors: Yochai Konig, Archana Sekar, James Hvezda, Javier Villalobos