CONVERSATION ASSISTANT

• US 20150256677A1
• Filed: 03/07/2014
• Published: 09/10/2015
• Est. Priority Date: 03/07/2014
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Konig, Yochai, Ankri, Morad, Zhakov, Vyacheslav
• Application Number:
  US14/201,648
• Publication Number:
  US 20150256677A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/6045 Identity confirmation
• CPC Class Codes: H04M 2203/6081 Service authorization mechanisms
• CPC Class Codes: H04M 2203/654 Pre, in or post-call message
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

An apparatus includes: a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and receive information regarding the interaction after termination of the interaction with the contact center.

Claims

1. An apparatus comprising:

a processor; and

memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to execute a client application, the client application being configured to;

identify a plurality of parameters prior to initiating an interaction request;

transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters;

display a graphical user interface;

receive a command via the graphical user interface;

transmit, during the interaction, the command to a conversation assistance system in communication with a server of the contact center, the server of the contact server managing interactions with the contact center, the command controlling an aspect of the interaction via the conversation assistance system; and

receive information regarding the interaction after termination of the interaction with the contact center.

2. The apparatus of claim 1, wherein the parameters comprise user authentication information.

3. The apparatus of claim 1, wherein the parameters comprise one or more agent identifiers corresponding to agents at the contact center.

4. The apparatus of claim 3, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to receive an estimated wait time associated with the one or more agent identifiers.

5. The apparatus of claim 1, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to:

display one or more inferred call reasons, the inferred call reasons being computed based on at least one of a prior call, a prior interaction with the contact center, and a web browsing history; and

to transmit to the contact center a selected call reason from among the inferred call reasons.

6. The apparatus of claim 5, wherein at least one of the inferred call reasons is computed by:

automatically recognizing speech within the prior call to generate recognizer output;

detecting phrases within the recognizer output, the phrases corresponding to at least one topic; and

identifying the at least one topic as the at least one inferred call reason.

7. The apparatus of claim 5, wherein the interaction is routed to an agent of the contact center in accordance with the selected call reason.

8. The apparatus of claim 1, wherein the interaction is routed to an agent of the contact center in accordance with at least one of the parameters.

9. The apparatus of claim 1, wherein the interaction comprises a voice communication channel.

10. The apparatus of claim 1, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to:

display a web page; and

transmit a URL of the web page or a portion of the web page.

11. The apparatus of claim 1, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to:

receive, from the contact center, content associated with content of the interaction.

12. The apparatus of claim 1, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to:

transmit, to the contact center, content associated with content of the interaction.

14. The apparatus of claim 1, wherein the command comprises a request to transfer the interaction from a first human agent of the contact center to a second human agent of the contact center.

15. The apparatus of claim 1, wherein the command comprises a complaint regarding the interaction.

16. The apparatus of claim 1, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to:

receive, from the contact center, data associated with the interaction, the data comprising at least one of a shared screen, a pushed web page, and a uniform resource locator.

17. The apparatus of claim 1, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to:

transmit, to the contact center, data associated with the interaction, the data comprising at least one of a shared screen, an image, a uniform resource locator, and a log file.

18. The apparatus of claim 1, wherein the information regarding the interaction is a call receipt.

19. The apparatus of claim 1, wherein the information regarding the interaction is a recording of the interaction.

22. The apparatus of claim 1, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to store a recording of the interaction.

23. The apparatus of claim 22, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to store an annotation associated with the recording of the interaction, the annotation comprising text and a time index.

24. The apparatus of claim 1, wherein the information regarding the interaction comprises a result of a search of a transcript of the interaction.

26. The apparatus of claim 1, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to search a transcript of the interaction.

27. The apparatus of claim 1, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to search a first transcript of the interaction with the contact center and a second transcript of a second interaction with another contact center different from the contact center.

13. (canceled)

20. An apparatus comprising:

a processor; and

memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to;

identify a plurality of parameters prior to initiating an interaction request;

transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and

receive information regarding the interaction after termination of the interaction with the contact center,

wherein the information regarding the interaction is a recording of the interaction, and

wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to transmit;

a first annotation associated with the recording of the interaction, the first annotation comprising first text and a first time index; and

a second annotation associated with the recording of the interaction, the second annotation comprising second text and a second time index, the second text being different from the first text and the second time index being different from the first time index.

21. The apparatus of claim 20, wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to:

mark the annotation as private to a user; and

mark the annotation as viewable by the contact center.

25. An apparatus comprising:

a processor; and

memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to execute a client application, the client application being configured to;

identify a plurality of parameters prior to initiating an interaction request;

transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters;

display a graphical user interface;

receive information regarding the interaction after termination of the interaction with the contact center, wherein the information regarding the interaction comprises an aggregated result of a search of a first transcript of the interaction with the contact center and a second transcript of a second interaction with another contact center different from the contact center; and

display the search result on the graphical user interface.

28. A method for processing interactions, the method comprising:

identifying, on a processor executing a client application, a plurality of parameters prior to initiating an interaction request;

transmitting, by the client application, the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters;

displaying, by the client application, a graphical user interface;

receiving, by the client application, a command via the graphical user interface;

transmitting, by the client application, during the interaction, the command to a conversation assistance system in communication with a server of the contact center, the server of the contact server managing interactions with the contact center, the command controlling an aspect of the interaction via the conversation assistance system; and

receiving, by the client application, information regarding the interaction after termination of the interaction with the contact center.

29. The method of claim 28, wherein the information regarding the interaction comprises a result of a search of a transcript of the interaction.