Sakthi Murugan

Title: Sakthi Murugan: Patent Inventor in Chennai

Introduction

Sakthi Murugan is an inventor based in Chennai, India, associated with Genesys Cloud Services, Inc. Her patent work focuses on applying memory neural networks to assess contact center agent performance.

Latest Patents

Murugan is credited with 1 patent: “Complexity Assessments for Agent Performance Analysis Using Memory Neural Networks.” The invention describes a system that processes recordings of conversations between contact center agents and users. It generates a summary for each call, analyzes the summaries with a memory neural network, and assigns performance categories and scores. When a call score falls below a predefined threshold, the system updates a topics array based on the conversation summary. It then calculates an overall performance score for the agent from the individual call scores.

Career Highlights

Murugan’s listed patent connects artificial intelligence and conversation analysis with the evaluation of contact center performance. Her work at Genesys Cloud Services, Inc. is associated with technology for analyzing calls and producing structured performance assessments.

Collaborations

The patent lists Dileepkumar Kothamasu and Mukeshkumar Nagarajan as coworkers.

Conclusion

Sakthi Murugan’s patent reflects an approach to agent performance analysis that combines call summaries, memory neural networks, and scoring to evaluate contact center interactions.