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1. 发明申请

WO2018217820A1 SYSTEM AND METHOD FOR DYNAMIC DIALOG CONTROL FOR CONTACT CENTER SYSTEMS 审中-公开
公开(公告)号：WO2018217820A1
公开(公告)日：2018-11-29
申请号：PCT/US2018/033978
申请日：2018-05-22
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： MCGANN, Conor , GRIGOROPOL, Ioana , ORSHANSKY, Masha , PAT, Ankit
IPC分类号： H04M3/42
摘要： A system and method for engaging in an automated dialog with a user. A processor retrieves a preset dialog flow that includes various blocks directing the dialog with the user. The processor provides a prompt to the user based on a current block of the dialog flow, receives an action from the user in response to the prompt, and retrieves a classification/decision tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow. Each of the nodes represents a user intent. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is further identified based on the selected node, and a response is output in response to the identified target block.

2. 发明申请

WO2018044734A1 SYSTEM AND METHOD FOR PREDICTIVE ROUTING BASED ON A CUSTOMER JOURNEY PATIENCE 审中-公开
标题翻译：基于客户旅程耐用性的预测路由的系统和方法
公开(公告)号：WO2018044734A1
公开(公告)日：2018-03-08
申请号：PCT/US2017/048728
申请日：2017-08-25
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： MODI, Hardik , KOROLEV, Nikolay , RISTOCK, Herbert Willi Artur , MCGANN, Conor , KARAS, Jeffery , PROVAN, Graeme
IPC分类号： H04M3/487
摘要： A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
摘要翻译：
系统包括路由器，用于将客户的交互路由到联络中心。旅程耐心值是针对客户确定的，其中旅程耐心值基于客户的当前旅程阶段。联络中心的行动是根据客户确定的旅程耐心值确定的。该行动由联络中心根据确定的行动执行。

3. 发明申请

WO2017070126A1 OPTIMIZED ROUTING OF INTERACTIONS TO CONTACT CENTER AGENTS BASED ON MACHINE LEARNING 审中-公开
标题翻译：基于机器学习的联络中心代理相互作用优化配置
公开(公告)号：WO2017070126A1
公开(公告)日：2017-04-27
申请号：PCT/US2016/057560
申请日：2016-10-18
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： MCGANN, Conor , ARAVAMUDHAN, Bharath , MAKAGON, Petr , RISTOCK, Herbert Willi Artur , KONIG, Yochai , DUCLOS, Gregory , ZHAKOV, Vyacheslav , PELEMIS, Damjan
IPC分类号： H04L29/08 , G06N99/00
CPC分类号： H04M3/5232 , G06N5/04 , G06N99/00 , G06Q10/063112 , H04L29/08 , H04L67/02 , H04L67/18 , H04L67/20 , H04L67/22 , H04L67/306 , H04M3/5233 , H04M3/5238 , H04M2203/40 , H04M2203/401
摘要： A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
摘要翻译：
适用于将联系路由到联络中心座席的系统。更具体地说，该系统适于识别要被路由的交互，并且基于用于生成一个或多个候选代理的一个或多个约束来识别一组代理。该系统还适用于收集候选代理周围的上下文数据。对于候选代理的每个代理，系统适于估计通过将交互路由到代理而获得的期望值。该系统还适用于基于估计来选择候选代理的特定代理，并且向路由设备发信号以将交互路由到特定代理。

4. 发明申请

WO2015023546A1 METHODS AND APPARATUS FOR DETERMINING OUTCOMES OF ON-LINE CONVERSATIONS AND SIMILAR DISCOURSES THROUGH ANALYSIS OF EXPRESSIONS OF SENTIMENT DURING THE CONVERSATIONS 审中-公开
标题翻译：通过在对话中分析表达式来确定在线对话和类似发现的结果的方法和装置
公开(公告)号：WO2015023546A1
公开(公告)日：2015-02-19
申请号：PCT/US2014/050448
申请日：2014-08-08
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： MCGANN, Conor , ORSHANSKY, Mariya
IPC分类号： G06Q50/30
CPC分类号： G06Q50/01 , G06F17/2785 , G06Q30/0201
摘要： Systems and methods for automatically analyzing on-line conversations or similar discourses among individuals and determining through such analyses outcomes of the conversations as evidenced, for example, by expressions of sentiment during the conversation. Sentiments are derived from analyses of intentions of a user as expressed in an on-line conversation or other user generated content (UGC). These intentions are identified and subsequently acted upon, for example by making others aware of the conversation and suggesting possible responses to the UGC. The intention signals derived from the UGC may also be used to fashion or update a user profile or inform a broader view of the individual associated with the UGC.
摘要翻译：用于自动分析个人之间的在线对话或类似话语的系统和方法，并且通过这种分析来确定对话的结果，例如通过在对话期间表达情绪来证明。情绪来源于在在线对话或其他用户生成的内容（UGC）中表达的用户的意图分析。这些意图被确定并随后采取行动，例如让别人意识到对话，并提出可能对教资会的回应。来自UGC的意图信号也可以用于设计或更新用户简档或通知与UGC相关联的个体的更广泛的视图。

5. 发明申请

WO2016137903A1 PROACTIVE KNOWLEDGE OFFERING SYSTEM AND METHOD 审中-公开
标题翻译：主观知识提供系统和方法
公开(公告)号：WO2016137903A1
公开(公告)日：2016-09-01
申请号：PCT/US2016/018983
申请日：2016-02-22
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： ARAVAMUDHAN, Bharath , MCGANN, Conor , NITIN, Anand Pai Krishnanand , KLEPAR, Bohdan , RYABCHUN, Andriy V. , BELL, Gordon , GUTIERREZ, Francisco , EISNER, Josef Eric , KOROLEV, Nikolay I. , RISTOCK, Herbert Willi Artur , LYPCHANSKYY, Stanislav
IPC分类号： G06Q10/04 , G06Q10/06 , G06Q50/10
CPC分类号： G06Q30/016 , G06Q10/20 , G06Q30/01
摘要： A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.
摘要翻译：主动提供知识的系统和方法。处理器被配置为收集用户利用由具有客户联络中心的企业提供的资源进行交互的信息。处理器根据所收集的信息预期对用户的需求，并根据预期的需要生成查询。在用户明确地请求与特定主题相关的知识之前，处理器基于生成的查询主动地识别并向用户建议知识。处理器根据反馈信息接收与建议的知识和输出有关的反馈，建议知识的相关性得分。

6. 发明申请

WO2016109755A1 LEARNING BASED ON SIMULATIONS OF INTERACTIONS OF A CUSTOMER CONTACT CENTER 审中-公开
标题翻译：基于客户联络中心相互作用模拟的学习
公开(公告)号：WO2016109755A1
公开(公告)日：2016-07-07
申请号：PCT/US2015/068202
申请日：2015-12-30
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： MCGANN, Conor , RISTOCK, Herbert Willi Artur , KONIG, Yochai , EISNER, Josef Eric , ZHAKOV, Vyacheslav
IPC分类号： G06Q30/02
CPC分类号： G09B5/06 , G06Q30/016
摘要： A system and method for simulating an interaction between a customer and an agent of a customer contact center. A processor receives input conditions for simulating the interaction and generates a model of the customer based on the input conditions. The processor receives a first action from an agent device associated with the agent and updates a state of the simulation model based on the first action. The processor identifies a second action of the simulation model in response to the updated state, executes the second action, determines an outcome of the simulation, and provides the outcome to the agent device. In response to the outcome, the agent is prompted to take an action different from the second action.
摘要翻译：一种用于模拟客户和客户联络中心的代理之间的交互的系统和方法。处理器接收用于模拟交互的输入条件，并基于输入条件生成客户的模型。处理器从与代理相关联的代理设备接收第一动作，并且基于第一动作来更新仿真模型的状态。处理器响应于更新的状态识别仿真模型的第二动作，执行第二动作，确定模拟的结果，并将结果提供给代理设备。响应结果，代理被提示采取与第二动作不同的动作。

7. 发明申请

WO2015042482A1 SOCIAL CONTENT DISTRIBUTION NETWORK 审中-公开
标题翻译：社会内容分配网络
公开(公告)号：WO2015042482A1
公开(公告)日：2015-03-26
申请号：PCT/US2014/056680
申请日：2014-09-19
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： DAVITZ, Jeffrey Eric , MCGANN, Conor
IPC分类号： G06Q50/30 , G06Q50/10
CPC分类号： G06Q50/01 , G06Q30/02 , G06Q30/0251 , G06Q30/0269
摘要： A social content distribution network (SCDN) allows content producers to search over content sponsors to learn about demand in content sponsor sub-networks. Audience tracking tools are provided for the content sponsor to learn about demand for content within different audiences (content consumers) in any of the content destinations and within different audiences in any of the content destinations. Content sponsors are also provided facilities to search over an index of content producers to find relevant content to push. Having discovered content the sponsor wishes to push into a particular audience, the sponsor may use the SCDN platform to create a payload that includes a link to the selected content and a creative that annotates the link, deliver this payload, and track its performance in the content destination.
摘要翻译：社交内容分发网络（SCDN）允许内容制作者在内容赞助商上搜索内容赞助子网络中的需求。为内容发起人提供观众跟踪工具，以了解在任何内容目的地和不同受众群体内的任何内容目的地内的不同受众（内容消费者）内容的需求。内容赞助商还提供搜索内容制作人索引以查找相关内容的设施。发现赞助商希望推送到特定受众中的内容后，赞助商可以使用SCDN平台来创建一个有效载荷，该有效载荷包括到所选内容的链接，以及注释该链接的广告素材，提供该有效载荷，并且跟踪其在内容目的地

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