Genesys Telecommunications Laboratories, Inc.

Other

Greeneden U.S. Holdings Ii, LLC

Paul Segre

Herbert Willi Artur Ristock

Brian Bischoff

Eric Tamblyn

Arnaud Lejeune

Donald Huovinen

Gordon L Bell

Richard McCrossan

Steve O'Donoghue

Richard Mccrossan

Steve O'DONOGHUE

Gordon Bell

Herbert Willi Arthur Ristock

A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

Resource sharing in a peer-to-peer network of contact center nodes

In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.

System and method for managing and transitioning automated chat conversations

In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.

System and method for chat automation

System and method for monitoring progress of automated chat conversations

Local survivability in a distributed contact center environment

A method for displaying context information on a user device, the method includes: identifying a triggering event associated with a contact; identifying a user associated with the user device; identifying a personalized configuration profile is based on at least one of an attribute of the contact attribute or an attribute of the user; identifying the context information associated with the personalized configuration profile; and retrieving the context information for displaying on the user device.

Rich personalized communication context

Growing community of inventors

Sonoma, CA, United States of America

Paul Segre