METHOD FOR IMPLEMENTING AND EXECUTING COMMUNICATION CENTER ROUTING STRATEGIES REPRESENTED IN EXTENSIBLE MARKUP LANGUAGE
Patent №
US 9,553,755
Granted
2017-01-24
Filed 2011
Owner
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
Lab
—
AI components
4
nlp · kr · planning · hardware
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
13045220
A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.
AI classification
Ownership
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
assignment · 347720031
Assignors
ANISIMOV, NIKOLAY, MAKAGON, PETR, RISTOCK, HERBERT WILLI ARTUR, ANDERSON, DAVID, LEONARD, COLIN MICHAEL, ZHANG, YI, TERYOSHIN, VITALIY
On an employer assignment, the assignors are typically the inventors.