Customer portal of an intelligent automated agent for a contact center

• US 10,171,659 B2
• Filed: 03/12/2015
• Issued: 01/01/2019
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Riahi, Akbar, Ristock, Herbert Willi Artur
• Primary Examiner(s): Bezuayehu, Solomon
• Application Number:
  US14/656,660
• Publication Number:
  US 20150189085A1
• Time in Patent Office: 1,391 Days
• Field of Search: 379 8801- 8819
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/00 Automatic or semi-automatic exchanges
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 5/00 Manual exchanges substation equipment in general H04M1/00

Abstract

A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile database stored on the storage device, and a customer emotion and mood detection module configured to detect emotions and moods of the customer during an interaction between the customer and the contact center. The intelligent automated agent is configured to run on the processor, take part in the interaction between the customer and the contact center, adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction, and update the accessed profile on the storage device to reflect the interaction.

Claims

1. A system for providing a customer portal for a contact center, the system comprising:

processor; and

memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to;

transmit a command to route an interaction to an automated agent of the contact center, wherein the automated agent comprises artificial intelligent engine;

detect emotion or mood of a customer during the interaction with the automated agent, wherein the instructions to detect include instructions that cause the processor to;

identify attributes of the customer;

identify other customers of the contact center having attributes matching the attributes of the customer, wherein the attributes include conversation patterns including how quickly and with what clarity words are spoken, and only the other customers having matching conversation patterns are identified; and

analyze written communications, spoken communications, and/or visual communications of the customer by comparing the written communications, spoken communications, and/or visual communications of the customer to written communications, spoken communications, and/or visual communications of the other customers of the contact center;

identify, based on the analysis, a communication characteristic expressed during the interaction that is shared with the other customers of the contact center; and

determine the emotion or mood of the customer based on identified communication characteristic;

retrieve profile information of the customer; and

adjust behavior of the automated agent during the interaction based on the retrieved profile information and the detected emotion or mood of the customer.

2. The system of claim 1, wherein the instructions that cause the processor to detect the emotion or mood of the customer include instructions that cause the processor to compare at least one of the written communications, spoken communications, or visual communications of the customer, to previous communications from the customer during previous interactions between the customer and the contact center.

3. The system of claim 1, wherein the instructions further cause the processor to provide a visual avatar for visually representing the automated agent, wherein the interaction is with the visual avatar.

4. The system of claim 1, wherein the instructions that cause the processor to adjust behavior include instructions that cause the processor to adjust prompts played to the customer during the interaction.

5. The system of claim 1, wherein the instructions that cause the processor to adjust behavior include instructions that cause the processor to adjust content of communication delivered to the customer during the interaction.

6. The system of claim 1, wherein the instructions that cause the processor to adjust behavior include instructions that cause the processor to adjust a rate of delivery of content to the customer during the interaction.

7. The system of claim 1, wherein the instructions further cause the processor to:

analyze the retrieved profile information after completion of the interaction and before future interactions between the customer and the contact center; and

update the retrieved profile to reflect results of the analysis before the future interactions between the customer and the contact center.

8. A method for providing a customer portal for a contact center, the system comprising:

transmitting, by a processor, a command to route an interaction to an automated agent, wherein the automated agent comprises artificial intelligent engine;

detecting, by the processor, emotion or mood of a customer during the interaction with the automated agent, wherein the detecting includes;

identifying attributes of the customer;

identifying other customers of the contact center having attributes matching the attributes of the customer, wherein the attributes include conversation patterns including how quickly and with what clarity words are spoken, and only the other customers having matching conversation patterns are identified; and

analyzing written communications, spoken communications, and/or visual communications of the customer by comparing the written communications, spoken communications, and/or visual communications of the customer to written communications, spoken communications, and/or visual communications of the other customers of the contact center;

identifying, based on the analysis, a communication characteristic expressed during the interaction that is shared with the other customers of the contact center; and

determining the emotion or mood of the customer based on identified communication characteristic;

retrieving, by the processor, profile information of the customer; and

adjusting, by the processor, behavior of the automated agent during the interaction based on the retrieved profile information and the detected emotion or mood of the customer.

9. The method of claim 8, wherein the detecting the emotion or mood of the customer includes comparing at least one of the written communications, spoken communications, or visual communications of the customer, to previous communications from the customer during previous interactions between the customer and the contact center.

10. The method of claim 8 further comprising:

providing, by the processor, a visual avatar for visually representing the automated agent, wherein the interaction is with the visual avatar.

11. The method of claim 8, wherein the adjusting the behavior of the automated agent includes adjusting prompts played to the customer during the interaction.

12. The method of claim 8, wherein the adjusting the behavior of the automated agent includes adjusting content of communication delivered to the customer during the interaction.

13. The method of claim 8, wherein the adjusting the behavior of the automated agent includes adjusting a rate of delivery of content to the customer during the interaction.

14. The method of claim 8 further comprising:

analyzing, by the processor, the retrieved profile information after completion of the interaction and before future interactions between the customer and the contact center; and

updating, by the processor, the retrieved profile to reflect results of the analysis before the future interactions between the customer and the contact center.