26 results about "Contact center" patented technology

A system for carbon emission reduction 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 determine whether an application for providing one or more services in a contact center is hosted in an on-premises system or a cloud-based system. The instructions may also cause the system to determine, in response to a determination that the application is hosted in a cloud-based system and as a function of one or more cloud hosting implementation properties, a score indicative of a carbon emission efficiency and provide data indicative of a potential carbon emission reduction for the application as a function of the determined score and at least one modification to the cloud hosting implementation properties.

A computerized-method for matching customer queries across diverse digital channels with a response in a multichannel contact center. The computerized-method includes: (i) continuously receiving queries from customers via digital communication channels; in each preconfigured time-window: (ii) converting each customer query in the received queries into a high-dimensional vector representation and scoring the customer query to yield a similarity score by operating a semantic embedder module; (iii) clustering each customer query based on the high-dimensional vector representation and the similarity score by operating a AIQA module to yield clusters of customer queries with semantic similarity; (iv) matching each cluster of customer queries with the response based on a preconfigured threshold by operating a CVSE; (v) automatically generating a notification for each customer query based on the matched response by operating a notification module; and (vi) automatically sending the notification to each customer that is associated with the customer query.

Provided is a method for pairing contacts with agents in a contact center system, including: determining a threshold statistic; determining an ordered set of contacts; determining a set of first statistics that correspond to the ordered set of contacts; determining a set of second statistics that correspond to the ordered set of contacts and is based on the set of first statistic, in which the set of second statistics is based on a cumulative summation of the set of first statistics; determining a subset of the set of contacts based on the ordered set of second statistics and the threshold statistic; and pairing a selected contact from the subset of the ordered set of contacts with an available agent based on a pairing strategy.

Described herein is a cloud-based omnichannel customer interaction service, also referred to as a contact center service, that deploys an improved data model for capturing customer interaction data. From the data model, a database schema is instantiated to include a set of related database tables. The arrangement and relationship of the data and the database tables improves the functioning of the contact center service in a variety of ways, to include seamless concurrent communications between customer and agent across multiple channels, and seamless transitions between agents, who can be added to a customer interaction with relative ease.

We provide a contact center system that can smoothly connect users to human operators if their requests cannot be resolved by automated responses such as chatbots. [Solution] In a contact center system equipped with a processor, when the processor receives a user request from a user terminal, it performs the following processes: extracting a standard response sentence corresponding to the request from a storage unit that stores standard response sentences and presenting it to the user terminal; and, if the request is not resolved by the standard response sentence, presenting an interactive element to the user terminal along with the standard response sentence for the user to start verbal communication with an operator. When the interactive element is operated by the user, it provides the user terminal with a connection to a pre-registered destination associated with the standard response sentence presented together with the interactive element.

A technique is directed to methods and systems for generating a virtual graph of multi-channel communications. In some implementations, a virtual graph system provides a virtual graph relationship that manages the representation and captures the information associated with multi-channel communications, such as communications of a user with a corporate contact center. The information can include session and “customer journey” characteristics of the interaction flow beyond the details of the telecommunication infrastructure. Additionally, the virtual graph system can provide a visualization that communicates both historical details and actionable information found in the interaction graph(s).

A system and method are provided to predict media playback requests of media files to decrease response times to the media playback requests. The system includes a processor and a computer readable medium operably coupled thereto, to perform predictive caching operations which include receiving metadata from an interaction stream after recording a media file of an interaction, determining contacts corresponding to users identified in the metadata that are recorded in the media file from the metadata, accessing an ML model for predictive caching of media files, determining, using the ML model and a plurality of model features for the ML model, a first prediction for a first playback of the media file, predicting the first playback of the media file by at least one of the contacts based on the first prediction, caching the media file in the data cache for a time period based on the predicting.

A computerized-method for detection and implementation of litigation-hold and release for interactions recordings within a contact center. The computerized-method includes for each recording file of an interaction between a customer and an agent in the contact center: (i) retrieving interaction metadata and interaction analysis; (ii) calculating a Litigation Likelihood Score (LLS) for a recording file of the interaction based on the retrieved interaction metadata and interaction analysis; (iii) setting the recording file on litigation-hold status when the LLS is above a preconfigured threshold for a preconfigured period of time; (iv) checking if there was access to the recording file after the preconfigured period of time has elapsed; and (v) releasing the recording file from litigation-hold status after the preconfigured period of time when there is no access to the recording file.

Techniques for simulating the logical flow of a contact center system without requiring user-provided contact instantiation are described herein. In some embodiments, a contact center simulation system is configured to map a contact flow of the contact center system to fields of a database and / or a contact trace record associated with a past contact instance. Based on this mapping data, the contact center simulation system may be configured to traverse the contact flow using programmatic input(s) corresponding to the inputs associated with a contact trace record. Through these simulations, the contact center simulation may identify one or more deficiencies associated with the contact center system without requiring any external inputs and without having access to the routing codebase of the contact center system.

A computer-implemented method for enhancing call center operations (e.g., for a pharmacy benefit manager) includes recording inputs from members or call center agents, providing these inputs to a large language model (LLM), accessing various healthcare-related databases using the LLM, identifying responsive information from these databases, and communicating this information back to the call center agent device to prevent the agent from manually searching through different databases.

A method for agent training using generative artificial intelligence and machine learning according to an embodiment includes retrieving, by a computing system, original training content for contact center agents, analyzing, by the computing system, the original training content using machine learning based on agent characteristics of a particular agent to determine target content characteristics for training content customized to the particular agent, generating, by the computing system, custom agent training content using a generative artificial intelligence system based on the original training content and the target content characteristics, providing, by the computing system, a virtual training session for the particular agent using the generated custom agent training content, receiving, by the computing system, results data associated with the particular agent’s completion of the virtual training session, and updating, by the computing system, an artificial intelligence model leveraged by the machine learning based on the results data.

A method for extending the tagging and masking of recognized entities in a conversation transcript to cover new entity types. The method is performed in relation to the conversation transcript according to parameters that define the new entity types. The method may include the steps of: searching for one of either a keyword lookup trigger or an entity lookup trigger and triggering a lookup process in response to its detection; executing the triggered lookup process by searching the search range specified by the received parameters for the selected generic entity type and detecting the selected generic entity type therein; modifying the conversation transcript so that the entity names of the detected selected generic entity types are replaced with the entity names of the new entity types; and outputting a modified version of the conversation transcript including the modifications.

Method and system of customer interaction insights generation, and non-transitory computer readable media, include selecting, by a user, an interaction between a customer and a contact center agent; receiving input data comprising interaction information about the selected interaction, wherein the input data is generated based on analyzing a transcript of the selected interaction using a template associated with the user, and wherein the template comprises a set of interaction characteristics that may be of particular interest to the user, and a set of predetermined thresholds based on the set of interaction characteristics; analyzing the interaction information using the set of predetermined thresholds for the set of interaction characteristics; generating an initial prompt for a large language model to generate interaction insights for the selected interaction; and providing the interaction insights to the user for analysis.

An autonomous contact center system includes a computing system with one or more processors. The autonomous contact center system also includes memory storing instructions that, when executed by the computing system, cause the computing system to route a customer to an automated transaction agent; determine a task to complete based on a conversation between the customer and the automated transaction agent; instruct the automated transaction agent to request that the customer provide additional information relevant to the task; and in response to determining that the customer is unable to provide the additional information relevant to the task, provide an output to prompt a human input.

The utility model belongs to the technical field of electric core rubbing device, concretely relates to a cylindrical battery rubbing station center needle subassembly and rubbing device, center needle subassembly includes center needle base and rubbing center needle, the center position on center needle base is provided with bearing, the lower extreme of rubbing center needle is connected with center needle base rotatory through bearing, rubbing device includes the cylindrical battery rubbing station center needle subassembly, still includes rubbing base, center needle subassembly sets up in the center position on rubbing base, is provided with a plurality of rubbing wheel fixed base on rubbing base, is rotatory and is provided with rubbing wheel on every rubbing wheel fixed base, the utility model can make the rubbing center needle relative electric core keep static in the operation process, effectively prevent the pole lug contact center needle when driving pole lug rotation, avoid center hole collapse and pole piece drop powder, can effectively promote product optimization rate and performance.

A system for carbon emission reduction 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 determine whether an application for providing one or more services in a contact center is hosted in an on-premises system or a cloud-based system. The instructions may also cause the system to determine, in response to a determination that the application is hosted in a cloud-based system and as a function of one or more cloud hosting implementation properties, a score indicative of a carbon emission efficiency and provide data indicative of a potential carbon emission reduction for the application as a function of the determined score and at least one modification to the cloud hosting implementation properties.

This contact center system provides a convenient way to update standard responses after a user's request is not resolved by automated responses and requires intervention from a human operator. [Solution] When the contact center system's processor receives a user request from a user terminal, it performs the following processes: extracts a standard response message corresponding to the request from a storage unit that stores standard response messages and presents it to the user terminal; presents interactive elements to the user terminal along with the standard response message for the user to start verbal communication with an operator if the request is not resolved by the standard response message; displays a screen on the operator terminal or administrator terminal for the operator or administrator to update the standard response message after the verbal communication between the user and the operator has ended; and reflects the updated standard response message in the storage unit.

A method for producing a positive customer experience (CX) has steps receiving an incoming communication from a customer by a software-enabled Virtual Assistant (VA) in a contact center, initiating a dialogue, identifying by the VA a unique identity for the customer, preparing and delivering a greeting to the customer by the VA, the greeting comprising one or more elements reflecting a circumstance or characteristic of the customer, continuing by the VA to personalize VA contributions to the dialogue until terminating the dialogue, and, if the communication is voice, monitoring contributions to the dialogue by the customer for voice characteristics, storing determined characteristics in a customer profile (CP) dedicated to the person.

This invention relates to the field of high-voltage switch technology and discloses a contact alignment device and method. The contact alignment device includes a contact alignment fixture and a measuring fixture. The contact alignment fixture further includes four alignment blocks, several clamping rings, and butterfly nuts. The four alignment blocks can be connected and assembled into a cylindrical body. The upper center of the cylindrical body has a first electrode contact receiving cavity, and the lower center has a second electrode contact receiving cavity. The cylindrical body is fixed externally by clamping rings, each clamping ring being fastened by a corresponding butterfly nut. The measuring fixture includes a protruding block and a concave block that are connected by threads at their mating portions. The corresponding outer end faces of the protruding block and the concave block are both planar. This invention can significantly improve the alignment accuracy of the trigger gap electrode contacts, ensure the electrode alignment of the trigger module, improve product reliability, and thus reduce product installation and maintenance costs.

Screen recording systems and methods, and non-transitory computer readable media, include receiving, from an applications server, a recording configuration including a local recording trigger, wherein the local recording trigger includes a start screen recording event and a stop screen recording event; monitoring activity on a device of a contact center agent; initiating recording of a screen of the device when the start screen recording event is detected; transmitting data captured in the recording to a recorder; and stopping transmission of the data captured in the recording to the recorder.

A computer-implemented method for providing an identical response to a similar issue that is received from different customers. The computer-implemented method includes when a contact-center occupancy-rate is above a first-preconfigured-threshold, for each inbound-interaction from a customer that is entering an interactions-queue: (i) creating a temporary-case for an issue raised in the inbound-interaction; (ii) operating a Similarity Detection Module on the created temporary-case and cases in a cases-queue to receive a similarity-score for the created temporary-case; (iii) when the received similarity-score is above a second-preconfigured-threshold, operating a category Qualifier Module on the temporary-case to provide an indication as to qualification of a category of the issue raised; (iv) when the provided indication as to qualification of the category of the issued raised is qualified, merging the temporary-case with cases in the cases-queue and retrieving a response of the cases in the cases-queue; and (v) sending the retrieved response to the customer.

This invention provides a method for optimizing workflows for deferred job interactions in a contact center. The method includes: providing NLP models and a priority model; using text derived from received deferred job interactions as input to these NLP models to generate NLP scores; using the NLP scores as input to the priority model to generate priority scores; identifying candidate agents among the agents for handling these deferred job interactions; receiving inbound job predictions; receiving agent job scheduling data; using an optimization process to generate an optimized workflow for these deferred job interactions, wherein the optimized workflow includes allocation, wherein agents from the candidate agents are selected to handle the deferred job interaction and a target time frame is scheduled for processing; and routing the deferred job interactions according to these allocations in the optimized workflow.

A method for filtering a trie data structure for real-time robotic process visualization according to embodiments includes receiving data associated with a trie data structure, wherein the trie data structure includes data for a plurality of contact center robotic processes organized, and wherein each robotic process of the plurality of contact center robotic processes includes at least one event; receiving a user selection associated with filtering the trie data structure for a modified visualization of the trie data structure; performing a search of the trie data structure to identify events of the trie data structure to delete; deleting the identified events to generate an updated trie data structure; updating event attributes of remaining events of the updated trie data structure in response to deleting the identified events; and providing the updated trie data structure for real-time robotic process visualization.

A system and method provide an integrated automation solution that links multiple systems and applications of a contact center operation and provides a unified support interface and unified knowledge base that delivers relevant data in real-time to assist contact center personnel during a customer interaction. Robotic Process Automation (RPA) is used for automating workflows and processes with robots (e.g., attended and / or unattended) that perform various tasks and activities for capturing information (data, documents, etc.) from multiple front-end and / or back-end systems and applications to provide the necessary data and information in real-time during a contact center session.

A system for complexity assessments for agent performance analysis using a memory neural network according to an embodiment includes receiving a plurality of call recordings of calls between a contact center agent and one or more users, generating, for each call recording, a respective conversation summary of the call recording, analyzing each respective conversation summary using the memory neural network to determine a respective agent performance category for performance of the agent during the respective call, each respective agent performance category being selected from a plurality of predefined agent performance categories and associated with a respective call score, comparing each respective call score to a predefined threshold value and updating a topics array based on the respective conversation summary in response to determining that the respective call score is below the predefined threshold value, and determining a total performance score for the agent based on each respective call score.