Patents by Inventor Mohamed Uvaiz Anwar Batcha

Mohamed Uvaiz Anwar Batcha 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).

  • Publication number: 20250111846
    Abstract: A method of leveraging machine learning to predict empathy for improved contact center interactions according to an embodiment includes receiving, by a computing system, at least one user message from a real-time contact center interaction with a user, generating, by an artificial intelligence system of the computing system, at least one empathy score based on the at least one message using the machine learning, wherein each of the at least one empathy score is indicative of a real-time empathy of the user, generating, by the artificial intelligence system of the computing system, an empathetic text response to the at least one user message based on the at least one empathy score, and responding to the at least one user message in the real-time contact center interaction based on the empathetic text response generated by the artificial intelligence system of the computing system.
    Type: Application
    Filed: October 3, 2023
    Publication date: April 3, 2025
    Inventors: Mohamed Uvaiz Anwar Batcha, Monisha Padmavathi Ragavan, Praveen Kumar Anandadoss, Asmitha Durairaj, Vinoth Subramaniam
  • Publication number: 20250080654
    Abstract: A method for agent interaction analysis using artificial intelligence according to an embodiment includes receiving a transcript for a real-time agent interaction between a contact center agent and client, processing the interaction using at least one artificial intelligence model to determine a call adherence score, an agent positivity score, a client sentiment, an agent sentiment, and a plurality of agent skill levels associated with respective agent skills, determining a combined agent performance score based on the call adherence score and the agent positivity score, transmitting the combined agent performance score to an agent device for display on a gamification dashboard, retrieving agent-specific content of the contact center agent in response to determining that the agent sentiment is negative, and transmitting the agent-specific content to the agent device for display in conjunction with the real-time agent interaction to improve the agent sentiment.
    Type: Application
    Filed: August 31, 2023
    Publication date: March 6, 2025
    Inventors: Roopchand Kuppulal, Manivannan Periasamy, Vignesh Seramannar, Nivedha D, Venkat Raman Sankar, Pon Karthika Rajapandian, Monisha Padmavathi Ragavan, Mohamed Uvaiz Anwar Batcha, Ayyanar Veerapandian
  • Patent number: 12101281
    Abstract: A method of asynchronously restoring an incomplete co-browse session according to an embodiment includes initiating an interaction between a user and a chat bot, determining whether data indicative of an incomplete co-browse session is stored in association with a user in response to initiating the interaction between the user and the chat bot, retrieving an intent configuration file associated with the incomplete co-browse session, wherein the intent configuration file defines a plurality of actions to be executed by the chat bot to resolve a user intent of the interaction between the user and the chat bot, and performing, via the chat bot and during a resumed co-browse session with the user, one or more actions of the plurality of actions defined by the intent configuration file that were not previously performed during the incomplete co-browse session.
    Type: Grant
    Filed: July 27, 2022
    Date of Patent: September 24, 2024
    Assignee: Genesys Cloud Services, Inc.
    Inventors: Asmitha Durairaj, Monisha Padmavathi Ragavan, Santhos Palani Vell Rajan Manickam, Vinoth Subramaniam, Mohamed Uvaiz Anwar Batcha, Praveen Kumar Anandadoss, Tony Thazhekkaden
  • Publication number: 20240259190
    Abstract: A method for authenticating a contact center user to a contact center agent includes a cloud system, to which the agent is securely authenticated, triggering a sending of an electronic message to a user device. The user device has one or more biometric authentication features, which it requires to access a private key, of a key pair, securely stored on the user device. The electronic message contains a validation link or a trigger for a validation prompt. A passkey system stores an agent identifier, a user identifier, an interaction identifier, and a credential identifier in a database, in response receiving a positive authentication status from a business web server indicating that the business web server has authenticated the customer device by passkey. In response to the passkey system receiving the positive authentication status, the passkey system transmits an authentication status notification indicating the positive authentication status to the cloud system.
    Type: Application
    Filed: January 31, 2023
    Publication date: August 1, 2024
    Inventors: Santhosh Kumar Karthikeyan, Vinoth Saravanan, Monisha Padmavathi Ragavan, Asmitha Durairaj, Vinoth Subramaniam, Mohamed Uvaiz Anwar Batcha, Praveen Kumar Anandadoss
  • Publication number: 20240039873
    Abstract: A method of asynchronously restoring an incomplete co-browse session according to an embodiment includes initiating an interaction between a user and a chat bot, determining whether data indicative of an incomplete co-browse session is stored in association with a user in response to initiating the interaction between the user and the chat bot, retrieving an intent configuration file associated with the incomplete co-browse session, wherein the intent configuration file defines a plurality of actions to be executed by the chat bot to resolve a user intent of the interaction between the user and the chat bot, and performing, via the chat bot and during a resumed co-browse session with the user, one or more actions of the plurality of actions defined by the intent configuration file that were not previously performed during the incomplete co-browse session.
    Type: Application
    Filed: July 27, 2022
    Publication date: February 1, 2024
    Inventors: Asmitha Durairaj, Monisha Padmavathi Ragavan, Santhos Palani Vell Rajan Manickam, Vinoth Subramaniam, Mohamed Uvaiz Anwar Batcha, Praveen Kumar Anandadoss, Tony Thazhekkaden
  • Publication number: 20240037418
    Abstract: A method of self-learning actions for an automated co-browse session according to an embodiment include initiating an interaction between a user and a chat bot, determining a user intent of the user based on the interaction between the user and the chat bot, routing the interaction to a human contact center agent for a co-browse session between the user and the human contact center agent, storing a plurality of actions performed by the human contact center agent during the co-browse session to a data store, and performing machine learning to determine an optimal solution for resolving the user intent based on an analysis of the plurality of actions performed by the human contact center agent during the co-browse session.
    Type: Application
    Filed: July 27, 2022
    Publication date: February 1, 2024
    Inventors: Asmitha Durairaj, Monisha Padmavathi Ragavan, Santhos Palani Vell Rajan Manickam, Vinoth Subramaniam, Mohamed Uvaiz Anwar Batcha, Praveen Kumar Anandadoss, Tony Thazhekkaden
  • Patent number: 11301908
    Abstract: A system and method are presented for providing a contextual summary of an interaction between a first party and a second party over a media channel in an interaction transfer to a third party. A request is received to transfer an interaction to the third party, the request being triggered from the interaction. A text transcript of the interaction is obtained. The text transcript is processed to obtain the contextual summary and metadata, which is provided to the third party for handling the interaction with the interaction transfer. The contextual summary is provided by a contextual summarizer, which comprises a custom plurality of application programming interfaces (APIs). The plurality of APIs comprises at least one of: a text summarizer API, a churn predictor API, a sentiment analysis API, a next best action API, and an interaction reference detector API.
    Type: Grant
    Filed: May 1, 2020
    Date of Patent: April 12, 2022
    Inventors: Mohamed Uvaiz Anwar Batcha, Prasanth Balaraman, Asmitha Durairaj, Praveen Kumar Anandadoss, Rajeshkumar Subramanian, Tony Thazhekkaden, Kesavan Ganesan
  • Publication number: 20200349614
    Abstract: A system and method are presented for providing a contextual summary of an interaction between a first party and a second party over a media channel in an interaction transfer to a third party. A request is received to transfer an interaction to the third party, the request being triggered from the interaction. A text transcript of the interaction is obtained. The text transcript is processed to obtain the contextual summary and metadata, which is provided to the third party for handling the interaction with the interaction transfer. The contextual summary is provided by a contextual summarizer, which comprises a custom plurality of application programming interfaces (APIs). The plurality of APIs comprises at least one of: a text summarizer API, a churn predictor API, a sentiment analysis API, a next best action API, and an interaction reference detector API.
    Type: Application
    Filed: May 1, 2020
    Publication date: November 5, 2020
    Inventors: Mohamed Uvaiz Anwar Batcha, Prasanth Balaraman, Asmitha Durairaj, Praveen Kumar Anandadoss, Rajeshkumar Subramanian, Tony Thazhekkaden, Kesavan Ganesan