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1. 发明申请

WO2015143408A1 LOCAL SURVIVABILITY IN A DISTRIBUTED CONTACT CENTER ENVIRONMENT 审中-公开
标题翻译：分布式联络中心环境中的本地生存能力
公开(公告)号：WO2015143408A1
公开(公告)日：2015-09-24
申请号：PCT/US2015/021886
申请日：2015-03-20
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： SEGRE, Paul , BELL, Gordon , BISCHOFF, Brian , HUOVINEN, Donald , RISTOCK, Herbert Willi Artur
IPC分类号： G06F15/163 , G06F11/30
CPC分类号： G06Q10/0631 , H04L65/1016 , H04L65/1069 , H04L65/1073
摘要： Local survivability in a distributed contact center environment includes a processor in a first contact center node receiving a first request for interaction. The processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The processor monitors connection with the second contact center node. The processor receives a second request for interaction, and further determines lack of connection with the second contact center node. If there is lack of connection with the second contact center node, the processor refrains from transmitting a second message to the second contact center node. In one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.
摘要翻译：分布式联络中心环境中的本地生存能力包括接收第一交互请求的第一联络中心节点中的处理器。响应于交互请求，处理器向第二联络中心节点发送第一消息。第一消息被配置为调用与第二联系中心节点相关联的第一资源，以经由第一资源来处理交互。处理器监视与第二个联络中心节点的连接。处理器接收第二个交互请求，并进一步确定与第二联络中心节点的连接不足。如果与第二联络中心节点没有连接，则处理器禁止向第二联络中心节点发送第二消息。在一个实施例中，第二消息用于调用与第二联络中心节点相关联的第二资源，用于经由第二资源处理交互。

2. 发明申请

WO2017192684A1 SYSTEM AND METHOD FOR MANAGING AND TRANSITIONING AUTOMATED CHAT CONVERSATIONS 审中-公开
标题翻译：用于管理和转换自动聊天对话的系统和方法
公开(公告)号：WO2017192684A1
公开(公告)日：2017-11-09
申请号：PCT/US2017/030786
申请日：2017-05-03
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： TAMBLYN, Eric , RISTOCK, Herbert, Willi Artur , LEJEUNE, Arnaud , MCCROSSAN, Richard , SEGRE, Paul , O'DONOGHUE, Steve
IPC分类号： H04M3/493 , G06Q30/02
CPC分类号： H04M7/0045 , G06F17/2785 , G06Q10/04 , G06Q10/107 , G06Q30/01 , H04M3/42382 , H04M3/5141 , H04M3/5166
摘要： In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.
摘要翻译：在用于管理聊天自动化的系统中，该系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器存储指令，所述指令在由所述处理器执行时使得所述处理器：从操作终端用户装置的终端用户接收对交互的请求; 从终端用户设备接收关于交互的信息; 基于关于交互的信息选择第一自动聊天简档; 将该请求路由到与第一自动聊天简档相关联的自动聊天资源; 监视终端用户设备和自动聊天资源之间的聊天通信会话; 在监测聊天通信期间检测触发事件; 并且响应于检测到的触发事件将聊天通信会话转换到除自动聊天资源之外的联系中心资源。

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