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:
May. 27, 2025
Filed:
Aug. 31, 2023
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Roopchand Kuppulal, Chennai, IN;
Manivannan Periasamy, Chennai, IN;
Vignesh Seramannar, Chennai, IN;
Nivedha D, Chennai, IN;
Venkat Raman Sankar, Chennai, IN;
Pon Karthika Rajapandian, Chennai, IN;
Monisha Padmavathi Ragavan, Chennai, IN;
Mohamed Uvaiz Anwar Batcha, Chennai, IN;
Ayyanar Veerapandian, Chennai, IN;
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Abstract
A method for agent interaction analysis using artificial intelligence according to an embodiment includes receiving a transcript for a real-time agent interaction between a contact center agent and client, processing the interaction using at least one artificial intelligence model to determine a call adherence score, an agent positivity score, a client sentiment, an agent sentiment, and a plurality of agent skill levels associated with respective agent skills, determining a combined agent performance score based on the call adherence score and the agent positivity score, transmitting the combined agent performance score to an agent device for display on a gamification dashboard, retrieving agent-specific content of the contact center agent in response to determining that the agent sentiment is negative, and transmitting the agent-specific content to the agent device for display in conjunction with the real-time agent interaction to improve the agent sentiment.