Genesys Cloud Services, Inc.

Monisha Padmavathi Ragavan

Mohamed Uvaiz Anwar Batcha

Praveen Kumar Anandadoss

Asmitha Durairaj

Tony Thazhekkaden

Santhos Palani Vell Rajan Manickam

Manivannan Periasamy

Vignesh Seramannar

Ayyanar Veerapandian

Vinoth Subramaniam

Venkat Raman Sankar

Nivedha D

Pon Karthika Rajapandian

Roopchand Kuppulal

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

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Chennai, India

Monisha Padmavathi Ragavan