Granted Patent B2

US 12,316,807 · App. 18/459,390 · Granted May 27, 2025

Inventors: Roopchand Kuppulal (Chennai, IN); Manivannan Periasamy (Chennai, IN); Vignesh Seramannar (Chennai, IN); Nivedha D (Chennai, IN); Venkat Raman Sankar (Chennai, IN); Pon Karthika Rajapandian (Chennai, IN); Monisha Padmavathi Ragavan (Chennai, IN); Mohamed Uvaiz Anwar Batcha (Chennai, IN); Ayyanar Veerapandian (Chennai, IN)

Assignee: Genesys Cloud Services, Inc.

H04M3/5175H04M3/5133

Abstract

Claims (42)

1. A method for agent interaction analysis using artificial intelligence, the method comprising:

receiving, by a computing system, a transcript for a real-time agent interaction between a contact center agent and a contact center client;

processing, by the computing system, the real-time agent interaction using at least one artificial intelligence model to determine a call adherence score, an agent positivity score, a client sentiment of the contact center client, an agent sentiment of the contact center agent, and a plurality of agent skill levels associated with respective agent skills;

determining, by the computing system, a combined agent performance score based on the call adherence score and the agent positivity score;

transmitting, by the computing system, the combined agent performance score to an agent device for display on a gamification dashboard of the contact center agent;

retrieving, by the computing system, agent-specific content of the contact center agent in response to determining that the agent sentiment of the contact center agent is negative; and

transmitting, by the computing system, the agent-specific content to the agent device for display in conjunction with the real-time agent interaction to improve the agent sentiment of the contact center agent.

2. The method of claim 1 , wherein retrieving the agent-specific content comprises retrieving an agent-specific image associated with a positive experience of the contact center agent; and

wherein transmitting the agent-specific content to the agent device comprises transmitting the agent-specific image to the agent device for display in conjunction with the real-time agent interaction.

3. The method of claim 1 , wherein retrieving the agent-specific content comprises retrieving previous positive client feedback received by the contact center agent; and

wherein transmitting the agent-specific content to the agent device comprises transmitting the previous positive client feedback to the agent device for display in conjunction with the real-time agent interaction.

4. The method of claim 1 , wherein retrieving the agent-specific content comprises retrieving an excerpt from a positive historical interaction with the contact center agent; and

wherein transmitting the agent-specific content to the agent device comprises transmitting the excerpt from the positive historical interaction to the agent device for display in conjunction with the real-time agent interaction.

5. The method of claim 1 , further comprising anonymizing the transcript for the real-time agent interaction to generate an anonymized transcript; and

wherein processing the real-time agent interaction comprises processing the anonymized transcript.

6. The method of claim 1 , further comprising transmitting, by the computing system, a notification to an agent supervisor device in response to determining that the client sentiment of the contact center client is negative.

7. The method of claim 1 , wherein the plurality of agent skill levels comprises at least one agent technical skill.

8. The method of claim 1 , wherein the plurality of agent skill levels comprises at least one agent soft skill.

9. The method of claim 1 , further comprising evaluating, by the computing system, the respective agent skills based on the plurality of agent skill levels and a plurality of respective predefined thresholds.

10. The method of claim 1 , further comprising training, by the computing system, the at least one artificial intelligence model based on a plurality of historical interactions between contact center agents and contact center clients.

11. A system for agent interaction analysis using artificial intelligence, the system comprising:

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:

receive a transcript for a real-time agent interaction between a contact center agent and a contact center client;

process the real-time agent interaction using at least one artificial intelligence model to determine a call adherence score, an agent positivity score, a client sentiment of the contact center client, an agent sentiment of the contact center agent, and a plurality of agent skill levels associated with respective agent skills;

determine a combined agent performance score based on the call adherence score and the agent positivity score;

transmit the combined agent performance score to an agent device for display on a gamification dashboard of the contact center agent;

retrieve agent-specific content of the contact center agent in response to a determination that the agent sentiment of the contact center agent is negative; and

transmit the agent-specific content to the agent device for display in conjunction with the real-time agent interaction to improve the agent sentiment of the contact center agent.

12. The system of claim 11 , wherein to retrieve the agent-specific content comprises to retrieve an agent-specific image associated with a positive experience of the contact center agent; and

wherein to transmit the agent-specific content to the agent device comprises to transmit the agent-specific image to the agent device for display in conjunction with the real-time agent interaction.

13. The system of claim 11 , wherein to retrieve the agent-specific content comprises to retrieve previous positive client feedback received by the contact center agent; and

wherein to transmit the agent-specific content to the agent device comprises to transmit the previous positive client feedback to the agent device for display in conjunction with the real-time agent interaction.

14. The system of claim 11 , wherein to retrieve the agent-specific content comprises to retrieve an excerpt from a positive historical interaction with the contact center agent; and

wherein to transmit the agent-specific content to the agent device comprises to transmit the excerpt from the positive historical interaction to the agent device for display in conjunction with the real-time agent interaction.

15. The system of claim 11 , wherein the plurality of instructions further causes the system to anonymize the transcript for the real-time agent interaction to generate an anonymized transcript; and

wherein to process the real-time agent interaction comprises to process the anonymized transcript.

16. The system of claim 11 , wherein the plurality of instructions further causes the system to transmit a notification to an agent supervisor device in response to a determination that the client sentiment of the contact center client is negative.

17. The system of claim 11 , wherein the plurality of agent skill levels comprises at least one agent technical skill.

18. The system of claim 11 , wherein the plurality of agent skill levels comprises at least one agent soft skill.

19. The system of claim 11 , wherein the plurality of instructions further causes the system to evaluate the respective agent skills based on the plurality of agent skill levels and a plurality of respective predefined thresholds.

20. The system of claim 11 , wherein the plurality of instructions further causes the system to train the at least one artificial intelligence model based on a plurality of historical interactions between contact center agents and contact center clients.

Assignments (3)

Continuity (1)

References Cited (12)