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1. 发明申请

WO2018053438A1 SYSTEM AND METHOD FOR OPTIMIZING COMMUNICATIONS USING REINFORCEMENT LEARNING 审中-公开
标题翻译：使用增强学习优化通信的系统和方法
公开(公告)号：WO2018053438A1
公开(公告)日：2018-03-22
申请号：PCT/US2017/052087
申请日：2017-09-18
申请人： NEWVOICEMEDIA US INC.
发明人： MCCORD, Alan
IPC分类号： G06N3/08 , G06N99/00
CPC分类号： G06N20/00 , G06N7/005 , H04M3/5141 , H04M3/5175 , H04M3/5191 , H04M3/5232 , H04M2203/402
摘要： A system and method for automatically optimizing states of communications and operations in a contact center, using a reinforcement learning module comprising a reinforcement learning server and an optimization server introduced to existing infrastructure of the contact center, that, through use of a model set up as a partially observable Markov chain with a Baum- Welch algorithm used to infer parameters and rewards added to form a partially observable Markov decision process, is solved to provide an optimal action policy to use in each state of a contact center, thereby ultimately optimizing states of communications and operations for an overall return.
摘要翻译：使用包括强化学习服务器和引入到联络中心的现有基础设施的优化服务器的强化学习模块来自动优化联络中心中的通信和操作的状态的系统和方法，通过使用建立为具有用于推断参数和奖励以形成部分可观察的马尔可夫决策过程的Baum-Welch算法的部分可观察马尔可夫链的模型来解决以提供最佳动作策略以在每个状态中使用联络中心，从而最终优化通信和运营状态以获得全面回报。

2. 发明申请

WO2017093798A1 TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM 审中-公开
标题翻译：联络中心系统中的混合行为配对技巧
公开(公告)号：WO2017093798A1
公开(公告)日：2017-06-08
申请号：PCT/IB2016/001762
申请日：2016-11-22
申请人： AFINITI EUROPE TECHNOLOGIES LIMITED
发明人： CHISHTI, Zia , KHATRI, Vikash
IPC分类号： H04M3/523
CPC分类号： H04M3/5232
摘要： Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: ordering a contact; ordering a plurality of agents; applying, by at least one processor, a hybridization function to the ordering of the plurality of agents to bias a first strategy for pairing toward a second strategy for pairing; comparing, by the at least one processor and based on the hybridization function, a first difference in ordering between the contact and a first agent in a first pair with a second difference in ordering between the contact and a second agent different from the first agent in a second pair; and selecting, by the at least one processor, the first pair or the second pair for connection based on the comparing.
摘要翻译：公开了联络中心系统中混合行为配对的技术。在一个特定实施例中，所述技术可以被实现为用于联络中心系统中的混合行为配对的方法，包括：对联系人进行排序; 订购多个代理; 通过至少一个处理器将杂交功能应用于所述多个代理的排序以将用于配对的第一策略偏向用于配对的第二策略; 由所述至少一个处理器并基于所述杂交函数来比较所述联系人与第一对中的第一代理之间的排序中的第一差异，以及所述联系人与不同于所述第一代理中的第二代理之间的排序中的第二差异第二对; 以及由所述至少一个处理器基于所述比较来选择所述第一对或所述第二对用于连接。

3. 发明申请

WO2016033371A1 CUSTOMER CONTROLLED INTERACTION MANAGEMENT 审中-公开
标题翻译：客户控制交互管理
公开(公告)号：WO2016033371A1
公开(公告)日：2016-03-03
申请号：PCT/US2015/047271
申请日：2015-08-27
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： RISTOCK, Herbert Willi Artur , TE BOOIJ, Merijn , RIAHI, Akbar , MEZHIBOVSKY, Vladimir , GOPALLA, Kentis
IPC分类号： H04M3/51
CPC分类号： H04M3/5235 , H04M3/5232 , H04M2203/408
摘要： 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.
摘要翻译：用于管理客户联络中心的交互的系统和方法。联络中心处理器接收请求以预留用于处理交互的联络中心资源。处理器还接收有关交互的数据。处理器基于接收到的数据来识别用于路由交互的路由点。路由点与由客户而不是联络中心控制的路由逻辑相关联。处理器将交互路由到所识别的路由点，以便客户控制交互的路由。

4. 发明申请

WO2015153472A1 RECORDING USER COMMUNICATIONS 审中-公开
标题翻译：记录用户通信
公开(公告)号：WO2015153472A1
公开(公告)日：2015-10-08
申请号：PCT/US2015/023366
申请日：2015-03-30
申请人： ANGEL.COM INCORPORATED
发明人： KUMAR, Praphul , RAMCHANDER, Rajesh
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M3/42221 , H04M3/5133 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M2201/18 , H04M2201/42 , H04M2203/401 , H04M2203/6009
摘要： A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.
摘要翻译：呼叫处理平台接收呼叫者的呼叫，根据呼叫者与交互式话音响应模块的交互来收集数据点，并使用数据点计算呼叫者的体验评分。呼叫处理平台将经验评分与指示第一级呼叫者满意度的预定第一阈值进行比较。呼叫处理平台确定是否启用选项以记录耦合到人类代理使用的机器的显示屏幕的屏幕捕获。在确定呼叫者具有比第一级满意度低的满意度的情况下，呼叫处理平台将呼叫路由到人类代理。基于确定记录屏幕捕获的选项被启用，呼叫处理平台启动与人体使用的机器耦合的显示屏幕的屏幕捕获的记录。

5. 发明申请

WO2015000161A1 语音呼叫的处理方法、装置与系统审中-公开
公开(公告)号：WO2015000161A1
公开(公告)日：2015-01-08
申请号：PCT/CN2013/078814
申请日：2013-07-04
申请人：华为技术有限公司
发明人：高卓 , 童春荣 , 黄叶茂
IPC分类号： H04M3/523 , H04M3/42 , H04L12/58
CPC分类号： H04M3/5232 , H04M3/5166 , H04M3/5183 , H04M2203/252
摘要：本发明实施例涉及一种语音呼叫的处理方法、装置与系统。所述方法包括：当呼叫中心中的业务控制实体确定用户终端对应的用户在自助服务流程中的某一节点处需要协助时，所述业务控制实体建立语音会场，所述自助服务流程具体由所述呼叫中心中的自助服务流程实体提供；所述业务控制实体将所述用户终端、所述自助服务流程实体、呼叫中心中的座席终端、加入所述语音会场，使得所述座席终端根据所述用户在所述某一节点处的需求为所述用户提供协助服务。

6. 发明申请

WO2014081986A9 GRAPHICAL USER INTERFACE FOR MONITORING AND VISUALIZING CONTACT CENTER ROUTING STRATEGIES 审中-公开
标题翻译：用于监控和可视化联络中心路由策略的图形用户界面
公开(公告)号：WO2014081986A9
公开(公告)日：2014-11-20
申请号：PCT/US2013071353
申请日：2013-11-21
申请人： GENESYS TELECOMM LAB INC
发明人： VYMENETS LEONID , BEILIS DAVID , DAVIES MICHAEL , SURTY AARON , ZHAKOV VYACHESLAV , LEE-KWEN ADRIAN , PLACIAKIS VIDAS
IPC分类号： G06F3/048
CPC分类号： H04M3/5175 , H04M3/5232 , H04M2201/42 , H04M2203/355 , H04M2203/401
摘要： A system and method for creating, monitoring, and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.
摘要翻译：通过图形用户界面创建，监视和可视化联络中心路由策略的系统和方法。图形用户界面显示了描述联络中心路由策略的路由图。路由图包括多个块，每个块与用于管理与联络中心的交互的逻辑相关联。处理器监视联络中心的性能，因为与联络中心的交互根据路由策略进行管理。处理器识别受联络中心性能影响的多个块中的一个，并进一步识别与所识别的块相关联的阈值。处理器确定联络中心的性能是否满足阈值，并且基于该确定来修改所识别的块的视觉外观。

7. 发明申请

WO2014159732A1 REAL-TIME PREDICTIVE ROUTING 审中-公开
标题翻译：实时预测路由
公开(公告)号：WO2014159732A1
公开(公告)日：2014-10-02
申请号：PCT/US2014/024921
申请日：2014-03-12
申请人： MATTERSIGHT CORPORATION
发明人： CONWAY, Kelly , GUSTAFSON, David , BROWN, Douglas , GATES, Michael, Glen , SKEEN, William, Duane , JOYCE, Brendan
IPC分类号： G06Q30/00
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.
摘要翻译：本文描述的方法，装置和系统被设计为将客户通信路由到最佳可用代理。这些方法包括预测客户的个性类型，确定代理提供可用代理的列表的占用水平，基于客户的预测个性类型和代理数据提供路由推荐，例如处理客户的熟练程度与预测的个性类型和/或分析实时客户代理交互。

8. 发明申请

WO2014089246A1 SYSTEM AND METHOD FOR ADDITION AND REMOVAL OF SERVERS IN SERVER CLUSTER 审中-公开
标题翻译：在服务器群集中添加和删除服务器的系统和方法
公开(公告)号：WO2014089246A1
公开(公告)日：2014-06-12
申请号：PCT/US2013/073196
申请日：2013-12-04
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： GLAGOLEV, Anatoliy , TIKIN, Alexander , KOLESOV, Victor , RAIS, Philippe , SAYKO, Vyacheslav , BUDILOVSKY, Grygoriy
IPC分类号： G06F15/16
CPC分类号： H04L41/04 , G06F9/50 , G06F17/2705 , G06Q10/063114 , H04L41/12 , H04L45/26 , H04L61/106 , H04L61/1541 , H04L61/157 , H04L65/1006 , H04L65/105 , H04L65/1069 , H04L65/4007 , H04L67/1002 , H04M3/42306 , H04M3/5191 , H04M3/5232 , H04M2203/402
摘要： A distributed method of delivering events to agent devices. A first software module generates an event, e.g., a screen pop event or a ringing event, for delivery to a second module responsible for an agent device. A third module, which may be the same module as the first module, evaluates a hash function to determine an identifier for the second module from an identifier for the agent device. The first module delivers the event to the second module, which responds to the event, e.g., by causing an agent device to generate a ringing alert or to display a screen pop.
摘要翻译：将事件传递给代理设备的分布式方法。第一软件模块生成事件，例如屏幕弹出事件或振铃事件，用于传送到负责代理设备的第二模块。可以与第一模块相同的模块的第三模块评估散列函数，以从代理设备的标识符确定第二模块的标识符。第一模块将事件传递到第二模块，其响应于事件，例如通过使代理设备产生振铃警报或显示屏幕弹出。

9. 发明申请

WO2014043416A1 SYSTEM AND METHOD FOR DYNAMIC CONFIGURATION OF CONTACT CENTERS VIA TEMPLATES 审中-公开
标题翻译：通过模板动态配置联络中心的系统和方法
公开(公告)号：WO2014043416A1
公开(公告)日：2014-03-20
申请号：PCT/US2013/059553
申请日：2013-09-12
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： MAKAGON, Petr , SAYKO, Vyacheslav , CHUYESHOV, Gennadiy , ZHAKOV, Vyacheslav
IPC分类号： G06F3/048 , G06F3/14
CPC分类号： H04M3/5175 , G06F9/45558 , G06F9/50 , G06F2009/4557 , G06F2009/45575 , G06Q10/0631 , H04M3/51 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M2201/42 , H04M2201/54 , H04M2203/355 , H04M2203/402 , H04M2203/408
摘要： A system and method for configuring routing logic for a contact center is provided. A plurality of routing templates is displayed for user selection. Each of the routing templates is associated with metadata defining one or more parameters of the corresponding routing template. A contact center administrator selects one of the displayed templates and further identifies an entry point to the contact center to which the selected routing template applies. The parameters defined for the selected template are displayed for prompting user input. The administrator provides input values for the displayed parameters. The user input values are saved in association with the corresponding parameters and further in association with the identified entry point. The saved user input values are then retrieved for routing a particular interaction arriving at the entry point.
摘要翻译：提供了一种用于配置联络中心的路由逻辑的系统和方法。显示多个路由模板用于用户选择。每个路由模板与定义相应路由模板的一个或多个参数的元数据相关联。联络中心管理员选择一个显示的模板，并进一步标识所选路由模板应用到的联络中心的入口点。显示为选定模板定义的参数，以提示用户输入。管理员提供显示参数的输入值。与相应的参数相关联地保存用户输入值，并进一步与所识别的入口点相关联。然后检索保存的用户输入值，用于路由到达入口点的特定交互。

10. 发明申请

WO2013108137A1 METHOD AND APPARATUS FOR PROCESSING REPETITIVE CALLS TO A HOTLINE 审中-公开
标题翻译：用于处理重复呼叫到热线的方法和装置
公开(公告)号：WO2013108137A1
公开(公告)日：2013-07-25
申请号：PCT/IB2013/000526
申请日：2013-01-21
申请人： ALCATEL LUCENT
发明人： FAN, Xuan Zhi , LIU, Rocky
IPC分类号： H04M3/51 , H04M3/523 , H04M3/42
CPC分类号： H04M3/5238 , H04M3/42068 , H04M3/42187 , H04M3/46 , H04M3/5232 , H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： The present invention provides a method and apparatus for processing a hotline. The present invention introduces a client-customer service relationship correspondence table in a multiple line hunt group. When a client dials a hotline for the first time for a problem, the multiple line hunt group will select a customer service and save a correspondence relationship between the client and the customer service. When the client dials the hotline again, the multiple line hunt group will first query whether records of the client exist in the client-customer service relationship correspondence table; if yes, obtains a corresponding customer service to establish a call. If not, one is selected from idle customer services. By using the present method, when the client needs to dial the hotline for multiple times for a problem, it may be guaranteed that it is the same customer service who serves the client. In this way, the present method not only saves the client' s time and provides great convenience to the client, it may also save valuable customer service resources at the same time.
摘要翻译：本发明提供一种处理热线的方法和装置。本发明在多线寻线组中引入客户 - 客户服务关系对应表。当客户首次拨打热线问题时，多线寻线组将选择客户服务并保存客户端与客户服务之间的通信关系。当客户端再次拨打热线时，多线寻线组将首先查询客户端 - 客户服务关系对应表中是否存在客户端记录; 如果是，则获得相应的客户服务以建立呼叫。如果没有，则从空闲的客户服务中选择一个。通过使用本方式，当客户端需要多次拨打热线问题时，可以保证是为客户服务的同一客户服务。以这种方式，本方法既节省了客户时间，又为客户提供了极大的方便，同时也节省了宝贵的客户服务资源。

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