Genesys Cloud Services, Inc.

Nivedha D

Mohamed Uvaiz Anwar Batcha

Monisha Padmavathi Ragavan

Pon Karthika Rajapandian

Vignesh Seramannar

Manivannan Periasamy

Ayyanar Veerapandian

Roopchand Kuppulal

Venkat Raman Sankar

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

Growing community of inventors

Chennai, India

Nivedha D