Other

Genesys Telecommunications Laboratories, Inc.

Alex Khodorenko

Yevgeniy Petrovykh

Sergey B Belov

Patrick S Mackey

Vladimir Pimtchenkov

Aleksey Kovalenko

Arne Stoertenbecker

Andrey Lunin

Vadim Fridman

A system and method for handling interactions of a contact center. A processor of the system monitors a real-time interaction between a contact center agent and a user. The monitoring may include analyzing a first input by the user, and a first response by the contact center agent to the first input. The processor identifies an intent of the user based on monitoring the real-time interaction, and in response to identifying the intent, monitors for a first trigger condition. In response to identifying the first trigger condition, the processor invokes an automated agent for outputting a second response to a second input provided by the user. The first trigger condition may be a command to invoke the automated agent, or deviance by the agent from dialog in a dialog script associated with the identified intent.

System and method for assisting agents via artificial intelligence

A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

System and method for social message classification based on influence

Growing community of inventors

Walnut Creek, CA, United States of America

Alex Khodorenko