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:
Sep. 17, 2024
Filed:
Dec. 29, 2021
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Merijn Te Booij, Daly City, CA (US);
Dan Stoops, Daly City, CA (US);
Cliff Bell, Daly City, CA (US);
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Abstract
A system for real-time agent assist in a crisis scenario according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive an information request from a contact center client, evaluate the information request using natural language understanding to determine a knowledge fragment associated with the information request, analyze the knowledge fragment based on a crisis knowledge base of the system with respect to at least one of a confidence in the knowledge fragment, a veracity of the knowledge fragment, a frequency of the knowledge fragment, or a proximity of the knowledge fragment to the crisis scenario, and generate a response to the contact center client in response to analysis of the knowledge fragment based on the crisis knowledge base.