Patent №
US 9,565,296
Granted
2017-02-07
Filed 2015
Owner
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
Lab
—
AI components
3
nlp · kr · planning
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
14930625
A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.
AI classification
Ownership
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
assignment · 373940674
Assignors
FILONOV, VLADIMIR, LUM, HENRY, CULBERT, JEFFREY, BLANDER, DANIEL, SUBRAMANIAM, SOMASUNDARAM, CICCHITTO, ANGELO, GVILDYS, PAUL
On an employer assignment, the assignors are typically the inventors.