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. 05, 2016
Filed:
Jul. 27, 2015
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Dave Sneyders, Schoten, BE;
Brian Galvin, Seabeck, WA (US);
S. Michael Perlmutter, San Francisco, CA (US);
GENESYS TELECOMMUNICATIONS LABORATORIES INC., Daly City, CA (US);
Abstract
A management system for guiding an agent in a media-specific dialog has a conversion engine for instantiating ongoing dialog as machine-readable text, if the dialog is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialog. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.