The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 03, 2020
Filed:
Jun. 01, 2017
Applicant:
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Inventor:
Vyacheslav Zhakov, Burlingame, CA (US);
Assignee:
Other;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/51 (2006.01); G06Q 30/02 (2012.01); G06Q 30/00 (2012.01);
U.S. Cl.
CPC ...
H04M 3/5175 (2013.01); G06Q 30/016 (2013.01); G06Q 30/02 (2013.01); H04M 3/5183 (2013.01); H04M 2203/402 (2013.01);
Abstract
A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored activities. An outcome for a particular contact center may be predicted based on monitored interactions for the particular contact center, and based on information in the knowledge base. An output is then generated based on the predicted outcome.