Genesys Cloud Services, Inc.

Other

Mohamed Uvaiz Anwar Batcha

Praveen Kumar Anandadoss

Asmitha Durairaj

Tony Thazhekkaden

Monisha Padmavathi Ragavan

Rajeshkumar Subramanian

Prasanth Balaraman

Kesavan Ganesan

Santhos Palani Vell Rajan Manickam

Vinoth Subramaniam

Roopchand Kuppulal

Manivannan Periasamy

Vignesh Seramannar

Ayyanar Veerapandian

Venkat Raman Sankar

Nivedha D

Pon Karthika Rajapandian

A method for agent interaction analysis using artificial intelligence according to an embodiment includes receiving a transcript for a real-time agent interaction between a contact center agent and client, processing the interaction using at least one artificial intelligence model to determine a call adherence score, an agent positivity score, a client sentiment, an agent sentiment, and a plurality of agent skill levels associated with respective agent skills, determining a combined agent performance score based on the call adherence score and the agent positivity score, transmitting the combined agent performance score to an agent device for display on a gamification dashboard, retrieving agent-specific content of the contact center agent in response to determining that the agent sentiment is negative, and transmitting the agent-specific content to the agent device for display in conjunction with the real-time agent interaction to improve the agent sentiment.

Technologies for agent interaction analysis using artificial intelligence

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

Mohamed Uvaiz Anwar Batcha