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:
Jul. 06, 2021
Filed:
Dec. 30, 2019
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Archana Sekar, Chennai, IN;
Yochai Konig, Daly City, CA (US);
Other;
Abstract
A computer-implemented method for automating actions for a customer in relation to an interaction between the customer and an agent of a contact center, the interaction including an exchange of statements made by the customer and agent. The method includes the steps of: receiving a transcript of the interaction; via a first analysis, analyzing the transcript; from results of the first analysis, identifying: a pending action, wherein the pending action is an action promised by the customer or agent that will be resolved after the interaction; and a target timeframe for resolving the pending action; given the pending action, determining a follow-up workflow that includes one or more follow-up actions, each of the one or more follow-up actions comprising an action intended to assist the customer to resolve the pending action; and automatically executing the one or more follow-up actions.