Other

Genesys Cloud Services, Inc.

Greeneden U.S. Holdings Ii, LLC

Genesys Cloud Services Holdings Ii, LLC

Rajeshkumar Subramanian

Praveen Kumar Anandadoss

Mohamed Uvaiz Anwar Batcha

Tony Thazhekkaden

Asmitha Durairaj

Kesavan Ganesan

Prasanth Balaraman

Venkatesh Sivakumar

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

A system and method are presented for omni-channel notification and selection. A first party selects a first channel from a plurality of channels based on an estimated wait time for interaction with another party in a contact center or enterprise setting. The plurality of channels may comprise any means of interaction, such as chat, phone call, SMS, video, etc. While waiting in queue for the preferred first channel, the first party is presented with estimated wait times, which are dynamically updated, for other channels. Based on the first party's preferences and the presented estimated wait times for the other channels, the first party may elect to change interaction channels from the first channel to a second channel. The first party may then be moved to a different queue corresponding to the second interaction channel.

System and method for omni-channel notification and selection

Growing community of inventors

Chennai, India

Rajeshkumar Subramanian