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:
Apr. 07, 2026
Filed:
Mar. 31, 2023
Systems and methods relating to generating simulated interactions for training contact center agents
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Therese M. Ferris, Menlo Park, CA (US);
Travis Dale Coleman, Menlo Park, CA (US);
Mathew Scott Danish, Menlo Park, CA (US);
Taleb John Mouslmani, Menlo Park, CA (US);
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Abstract
A method for generating a customer bot and using the customer bot to train agents, where a first process generates the customer bot and a second process uses the customer bot to train the agents. The first process includes: gathering conversation data; mining intents from the conversation data; constructing, from the mined intents, a dialog engine simulating an interaction type; uploading the customer bot to an automated training module for use thereby; and periodically repeating the previous steps so to update the customer bot with recent conversation data. The second process includes: monitoring for triggering events; initiating the training by initiating a virtual communication to a user device of a first agent; connecting the virtual communication to the customer bot; conducting a simulated interaction; and analyzing one or more statements received from the first agent to derive a performance assessment.