Other

Genesys Telecommunications Laboratories, Inc.

Vidhyasimhan Jayaraghavendran

Archana Sekar

Ravikumar Gopal

Padmapriya Murali

Anantha Krishnan Asokan

Sabariganesh Jayaraman

Balaji Gokulakannan

A system and method for multimedia contact center interactions via an audiovisual asynchronous messaging channel is provided. In an embodiment, an organization might operate a website comprising information and for providing an entry point of communication with a contact center. A communications channel may be integrated directly with the organization's website, which includes an editable audiovisual interface. A user may interact with the editable interface through a variety of means, including sketching on a webpage and recording to create a video form of audiovisual asynchronous query over the web page. The interaction is analyzed and routed to an agent for handling. The agent may then be connected to the user through the asynchronous channel.

System and method for multimedia contact center interactions via an audiovisual asynchronous channel

A method for conducting an automated interview session between a candidate and an automated chat resource includes analyzing a candidate resume to identify a first personality trait; generating a first resume-based question based on the first personality trait; presenting, by the automated chat resource, the first resume-based question to the candidate during the automated interview session based on the identified first personality trait; generating a first trait score based on a first response received from the candidate, wherein the first trait score is indicative of a relevance of the identified first personality trait; generating a first question-answer score based on the first resume-based question and the first response, wherein the first question-answer score is indicative of a first question-answer relevance and is used to determine whether to present a second resume-based question to the candidate; analyzing a communication transcript to identify a second personality trait; generating a first transcript-based question based on the second personality trait; presenting, by the automated chat resource, the first transcript-based question to the candidate during the automated interview session based on the identified second personality trait; analyzing a second response from the candidate to determine whether the candidate possesses the identified second personality trait; generating a second trait score based on the second response in response to determining whether the candidate possesses the identified second personality trait, wherein the second trait score is indicative of a relevance of the identified second personality trait; and generating a second question-answer score based on the first transcript-based question and the second response, wherein the second question-answer score is indicative of a second question-answer relevance and is used to determine whether to present a second transcript-based question to the candidate.

System and method for conducting an automated interview session

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Chennai, India

Vidhyasimhan Jayaraghavendran