Other

Genesys Telecommunications Laboratories, Inc.

Cliff W Bell

Daniel S Stoops

Lizanne Kaiser

Herbert Willi Artur Ristock

Sergey A Fedorov

David Beilis

Adrian Lee-Kwen

James Kraeutler

James Kraeulter

Herbert Ristock

Steve O'Donoghue

In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer.

System and method for controlled knowledge system management

A system and method are presented for the re-authentication of asynchronous messaging, specifically within enterprise to consumer communications. A third-party enterprise messaging server may be used as a conduit for a messaging service allowing for customer interaction with a business. The messaging server can append a re-authentication process for customers once a customer has been authenticated by the enterprise. Each time a customer resumes an interaction exceeding a timeout threshold, the messaging server invokes its re-authentication process. Lapsed interactions may be treated as continuous without having the customer re-authenticate through the enterprise specific authentication.

System and method for re-authentication of asynchronous messaging

Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

Connected machine initiated service

A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service interface. Second event data that includes the state of the registered device and information that enables the user to establish the communications session with the contact center may be provided to a user of the user device.

Digital service interface

A method for orchestrating a chat interaction with a customer and multiple sources that includes providing an animation library that includes conversational states, graphic stills corresponding to respective ones of the conversational states, animation templates, and source-based modifications corresponding to respective ones of the multiple sources. The method may include generating a source-informative animation by: determining a source of a chat message; determining a conversational state for the chat message; selecting a graphic still for the message; selecting an animation template for the chat message based on the selected graphic still; selecting a source-based modification that corresponds to the source; and modifying the animation template pursuant to the source-based modification so to generate the source-informative animation. The method may include sending a signal to the customer configured to generate thereon a chat interface having the chat message and source-informative animation.

Systems and methods relating to chat interfaces

A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.

System and method for identity authentication

A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

System and method for dynamic call diversion

A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.

System and method for marketing attribution in an enterprise

Controlled question and answer knowledge system management confirming customer does not want to terminate/cancel service/relationship

A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.

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Daly City, CA, United States of America

Cliff W Bell