US 12,316,807 B2
Technologies for agent interaction analysis using artificial intelligence
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); and Ayyanar Veerapandian, Chennai (IN)
Assigned to Genesys Cloud Services, Inc., Menlo Park, CA (US)
Filed by Genesys Cloud Services, Inc., Menlo Park, CA (US)
Filed on Aug. 31, 2023, as Appl. No. 18/459,390.
Prior Publication US 2025/0080654 A1, Mar. 6, 2025
Int. Cl. H04M 3/00 (2024.01); H04M 3/51 (2006.01)
CPC H04M 3/5175 (2013.01) [H04M 3/5133 (2013.01)] 20 Claims
OG exemplary drawing
 
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.