Other

Genesys Cloud Services, Inc.

Asmitha Durairaj

Praveen Kumar Anandadoss

Mohamed Uvaiz Anwar Batcha

Tony Thazhekkaden

Monisha Padmavathi Ragavan

Rajeshkumar Subramanian

Vinoth Subramaniam

Kesavan Ganesan

Prasanth Balaraman

Santhos Palani Vell Rajan Manickam

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.

Technologies for asynchronously restoring an incomplete co-browse session

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.

System and method for providing contextual summaries in interaction transfer

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Chennai, India

Asmitha Durairaj