Patents by Inventor Merijn te Booij
Merijn te Booij has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 11893904Abstract: A system for utilizing conversational artificial intelligence (AI) to train contact center agents according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored therein that, in response to execution by the at least one processor, causes the system to place a virtual call from an automated training system to an agent device of an agent, connect the virtual call to a chatbot in response to establishing a communication connection with the agent device, transmit one or more statements from the chatbot, receive, from the agent device, one or more agent responses of the agent corresponding to the one or more statements, and analyze the one or more agent responses to determine one or more training characteristics associated with AI-based contact center training of the agent.Type: GrantFiled: September 14, 2021Date of Patent: February 6, 2024Assignee: Genesys Cloud Services, Inc.Inventors: Dan Stoops, Cliff Bell, Merijn Te Booij
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Publication number: 20230208971Abstract: A system for real-time agent assist in a crisis scenario 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 system to receive an information request from a contact center client, evaluate the information request using natural language understanding to determine a knowledge fragment associated with the information request, analyze the knowledge fragment based on a crisis knowledge base of the system with respect to at least one of a confidence in the knowledge fragment, a veracity of the knowledge fragment, a frequency of the knowledge fragment, or a proximity of the knowledge fragment to the crisis scenario, and generate a response to the contact center client in response to analysis of the knowledge fragment based on the crisis knowledge base.Type: ApplicationFiled: December 29, 2021Publication date: June 29, 2023Inventors: Merijn Te Booij, Dan Stoops, Cliff Bell
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Publication number: 20230080724Abstract: A system for utilizing conversational artificial intelligence (AI) to train contact center agents according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored therein that, in response to execution by the at least one processor, causes the system to place a virtual call from an automated training system to an agent device of an agent, connect the virtual call to a chatbot in response to establishing a communication connection with the agent device, transmit one or more statements from the chatbot, receive, from the agent device, one or more agent responses of the agent corresponding to the one or more statements, and analyze the one or more agent responses to determine one or more training characteristics associated with AI-based contact center training of the agent.Type: ApplicationFiled: September 14, 2021Publication date: March 16, 2023Inventors: Dan Stoops, Cliff Bell, Merijn Te Booij
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Patent number: 10607167Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.Type: GrantFiled: October 13, 2015Date of Patent: March 31, 2020Inventors: Herbert Willi Artur Ristock, Adrian Lee-Kwen, David Beilis, Christopher Connolly, Liyuan Qiao, Merijn te Booij, James Kraeutler
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Patent number: 10497003Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retriType: GrantFiled: June 21, 2018Date of Patent: December 3, 2019Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel, John Keyes
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Patent number: 10498896Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.Type: GrantFiled: February 15, 2018Date of Patent: December 3, 2019Inventors: Herbert W. A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
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Patent number: 10440185Abstract: A system includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace. The contact center to routes the consumer to the agent workstation based on the relationship.Type: GrantFiled: July 9, 2015Date of Patent: October 8, 2019Inventors: Herbert Willi Artur Ristock, Merijn te Booij, Vladimir Mezhibovsky, David Anderson, Yevgeniy Petrovykh
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Publication number: 20190058794Abstract: A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.Type: ApplicationFiled: October 24, 2018Publication date: February 21, 2019Inventors: Merijn te Booij, Kentis Gopalla, Herbert Willi Artur Ristock
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Patent number: 10158757Abstract: A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.Type: GrantFiled: July 29, 2016Date of Patent: December 18, 2018Inventors: Merijn te Booij, Kentis Gopalla, Herbert Willi Artur Ristock
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Patent number: 10154138Abstract: A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.Type: GrantFiled: July 29, 2016Date of Patent: December 11, 2018Inventors: Merijn te Booij, Kentis Gopalla, Herbert Willi Artur Ristock
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Patent number: 10135982Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.Type: GrantFiled: September 25, 2017Date of Patent: November 20, 2018Inventors: Matthew J. Surridge, Andrew T. C. Verrall, Cameron David Smith, Gregory J. Hedges, Merijn te Booij
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Patent number: 10110747Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.Type: GrantFiled: March 27, 2017Date of Patent: October 23, 2018Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Vidas Placiakis, Herbert Ristock, Nikolay Korolev, Merijn te Booij, Vitaliy Teryoshin
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Publication number: 20180300732Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retriType: ApplicationFiled: June 21, 2018Publication date: October 18, 2018Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel, John Keyes
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Patent number: 10007919Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retriType: GrantFiled: December 31, 2014Date of Patent: June 26, 2018Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel, John Keyes
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Publication number: 20180176382Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.Type: ApplicationFiled: February 15, 2018Publication date: June 21, 2018Inventors: Herbert W.A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
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Patent number: 9900437Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.Type: GrantFiled: May 12, 2017Date of Patent: February 20, 2018Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Herbert W. A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
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Publication number: 20180034966Abstract: A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.Type: ApplicationFiled: July 29, 2016Publication date: February 1, 2018Inventors: Merijn te Booij, Kentis Gopalla, Herbert Willi Artur Ristock
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Publication number: 20180034965Abstract: A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.Type: ApplicationFiled: July 29, 2016Publication date: February 1, 2018Inventors: Merijn te Booij, Kentis Gopalla, Herbert Willi Artur Ristock
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Publication number: 20180013890Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.Type: ApplicationFiled: September 25, 2017Publication date: January 11, 2018Inventors: Matthew J. Surridge, Andrew T.C. Verrall, Cameron David Smith, Gregory J. Hedges, Merijn te Booij
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Patent number: 9774737Abstract: A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.Type: GrantFiled: July 11, 2016Date of Patent: September 26, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Matthew J. Surridge, Andrew T. C. Verrall, Cameron David Smith, Gregory J. Hedges, Merijn te Booij