Customer portal of an intelligent automated agent for a contact center

• US 9,008,283 B2
• Filed: 04/19/2013
• Issued: 04/14/2015
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Riahi, Akbar, Ristock, Herbert Willi Artur
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): BEZUAYEHU, SOLOMON G
• Application Number:
  US13/866,812
• Publication Number:
  US 20140270109A1
• Time in Patent Office: 725 Days
• Field of Search: 379 8801- 8819
• US Class Current: 379/88.01
• 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 customer portal of an intelligent automated agent for a contact center, comprising:

a processor;

a non-transitory storage device configured to store customer profile data and a memory, wherein the memory has instructions stored thereon that, when executed by the processor, cause the processor to;

access a profile for a customer from a customer profile database stored on the storage device; and

detect emotions and moods of the customer during an interaction between the customer and the contact center wherein the instructions to detect include instructions that cause the processor to select and analyze at least one of the customer'"'"'s written communications, spoken communications, and/or visual communications by comparing the customer'"'"'s written communications, spoken communications, and/or visual communications to those of other customers of the contact center sharing customer profile attributes with the customer in the customer profile database; and

invoke the intelligent automated agent, wherein the intelligent automate agent is configured to;

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.

2. The customer portal of claim 1, wherein the instructions further cause the processor to invoke a visual avatar configured to interact with the customer through the visual avatar.

3. The customer portal of claim 1, wherein the instructions further cause the processor to invoke a personalized interactive voice response (IVR) module configured to serve as an entry point to the interaction between the customer and the contact center by:

obtaining an identification of the customer, the identification corresponding to the profile of the customer; and

presenting customized scripts to the customer based on the profile and receiving corresponding responses from the customer.

4. The customer portal of claim 1, wherein the instructions further cause the processor to apply gamification concepts within interactions between the customer and the contact center.

5. The customer portal of claim 4, wherein the instructions further cause the processor to:

access a knowledge base stored on the storage device,

collaborate with the knowledge transfer interface module to apply the gamification concepts to the interactions between the customer and the contact center to assist the customer with retrieving knowledge from and with storing knowledge into the knowledge base.

6. The customer portal of claim 1, wherein the instructions further cause the processor to access a knowledge base stored on the storage device.

7. The customer portal of claim 1, wherein the instructions further cause the processor to perform acceptance testing of protocols of the contact center on selected customers of the contact center.

8. The customer portal of claim 7, wherein the protocols comprise interactive voice response (IVR) scripts, live agent scripts, and/or agent routing rules.

9. The customer portal of claim 7, wherein the instructions further cause the processor to select the selected customers based on corresponding profiles of the selected customers from the customer profile database.

10. The customer portal of claim 1, wherein the intelligent automated agent is further configured to:

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

update the accessed profile on the storage device to reflect results of the analysis before the future interactions between the customer and the contact center.

11. A method of interfacing with a customer through an intelligent automated agent for a contact center, the method comprising:

running the intelligent automated agent on a processor coupled to a non-transitory storage device;

accessing, by the processor, a profile for the customer from a customer profile database stored on the storage device;

detecting, by the processor, emotions and moods of the customer during an interaction between the customer and the contact center through the automated agent, wherein the detecting includes selecting and analyzing at least one of the customer'"'"'s written communications, spoken communications, and/or visual communications by comparing the customer'"'"'s written communications, spoken communications, and/or visual communications to those of other customers of the contact center sharing customer profile attributes with the customer in the customer profile database;

adjusting, by the processor, a behavior of the automated agent 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

updating, by the processor, the accessed profile on the storage device to reflect the interaction.

12. The method of claim 11, further comprising:

obtaining, by the processor, an identification of the customer at an entry point to the interaction, the identification corresponding to the profile of the customer; and

presenting, by the processor, customized scripts to the customer based on the profile and receiving corresponding responses from the customer.

13. The method of claim 11, further comprising:

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

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

14. A customer portal of an intelligent automated agent for a contact center, the automated agent comprising:

a processor;

a non-transitory storage device configured to store customer profile data; and

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

access a profile for a customer from a customer profile database stored on the storage device;

detect emotions and moods of the customer during an interaction between the customer and the contact center through the customer portal, wherein the instructions to detect include instructions that cause the processor to select and analyze at least one of the customer'"'"'s written communications, spoken communications, and/or visual communications by comparing the customer'"'"'s written communications, spoken communications, and/or visual communications to those of other customers of the contact center sharing customer profile attributes with the customer in the customer profile database;

adjust a behavior of the automated agent 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.

15. The customer portal of claim 14, wherein the instructions, when executed by the processor, further cause the processor to:

obtain an identification of the customer at an entry point to the interaction, the identification corresponding to the profile of the customer; and

present customized scripts to the customer based on the profile and receive corresponding responses from the customer.

16. The customer portal of claim 14, wherein the instructions, when executed by the processor, further cause the processor to:

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

update the accessed profile on the storage device to reflect results of the analysis before the future interactions between the customer and the contact center.