CO2023008969A2 - Sistemas y métodos relacionados con detección aplicada de anomalías y entornos informáticos de centro de contacto - Google Patents

Sistemas y métodos relacionados con detección aplicada de anomalías y entornos informáticos de centro de contacto

Info

Publication number
CO2023008969A2
CO2023008969A2 CONC2023/0008969A CO2023008969A CO2023008969A2 CO 2023008969 A2 CO2023008969 A2 CO 2023008969A2 CO 2023008969 A CO2023008969 A CO 2023008969A CO 2023008969 A2 CO2023008969 A2 CO 2023008969A2
Authority
CO
Colombia
Prior art keywords
systems
computing environments
contact center
anomaly detection
metric data
Prior art date
Application number
CONC2023/0008969A
Other languages
English (en)
Inventor
López José Oñate
Luis Ignacio Lamprea
Original Assignee
Genesys Cloud Services Holdings Ii Llc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Genesys Cloud Services Holdings Ii Llc filed Critical Genesys Cloud Services Holdings Ii Llc
Publication of CO2023008969A2 publication Critical patent/CO2023008969A2/es

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F18/00—Pattern recognition
    • G06F18/20—Analysing
    • G06F18/24—Classification techniques
    • G06F18/243—Classification techniques relating to the number of classes
    • G06F18/2433—Single-class perspective, e.g. one-against-all classification; Novelty detection; Outlier detection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/16—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks using machine learning or artificial intelligence
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F18/00—Pattern recognition
    • G06F18/20—Analysing
    • G06F18/24—Classification techniques
    • G06F18/241—Classification techniques relating to the classification model, e.g. parametric or non-parametric approaches
    • G06F18/2413—Classification techniques relating to the classification model, e.g. parametric or non-parametric approaches based on distances to training or reference patterns
    • G06F18/24133—Distances to prototypes
    • G06F18/24137—Distances to cluster centroïds
    • G06F18/2414—Smoothing the distance, e.g. radial basis function networks [RBFN]
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N20/00—Machine learning
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06N—COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
    • G06N20/00—Machine learning
    • G06N20/10—Machine learning using kernel methods, e.g. support vector machines [SVM]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
    • H04L41/064—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis involving time analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F2218/00—Aspects of pattern recognition specially adapted for signal processing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L43/00—Arrangements for monitoring or testing data switching networks
    • H04L43/06—Generation of reports
    • H04L43/067—Generation of reports using time frame reporting

Landscapes

  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Data Mining & Analysis (AREA)
  • Software Systems (AREA)
  • Computer Vision & Pattern Recognition (AREA)
  • Evolutionary Computation (AREA)
  • Artificial Intelligence (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • General Engineering & Computer Science (AREA)
  • Medical Informatics (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Computing Systems (AREA)
  • Mathematical Physics (AREA)
  • Evolutionary Biology (AREA)
  • Bioinformatics & Computational Biology (AREA)
  • Bioinformatics & Cheminformatics (AREA)
  • Life Sciences & Earth Sciences (AREA)
  • Databases & Information Systems (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Telephonic Communication Services (AREA)
  • Debugging And Monitoring (AREA)
  • Testing Or Calibration Of Command Recording Devices (AREA)
  • Testing And Monitoring For Control Systems (AREA)
  • Infusion, Injection, And Reservoir Apparatuses (AREA)
  • Regulation And Control Of Combustion (AREA)

Abstract

Un sistema para detectar anomalías en datos métricos proporcionados por uno o más clientes de acuerdo con una modalidad incluye al menos un procesador y al menos una memoria que comprende una pluralidad de instrucciones almacenadas en esta que, en respuesta a la ejecución por el al menos un procesador, hace que el sistema reciba datos métricos indicativos de una pluralidad de observaciones basadas en series temporales para una métrica particular de cliente, para definir, basado en los datos métricos, una pluralidad de parámetros para caracterizar una o más esferas cada una configurada para capturar una cantidad de observaciones basadas en series temporales para la métrica particular de cliente, y para generar, basado en la pluralidad de parámetros, la una o más esferas para determinar la cobertura de los datos métricos dentro de la una o más esferas y detectar uno o más anomalías en los datos métricos.
CONC2023/0008969A 2020-12-21 2023-07-05 Sistemas y métodos relacionados con detección aplicada de anomalías y entornos informáticos de centro de contacto CO2023008969A2 (es)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US202063128277P 2020-12-21 2020-12-21
PCT/US2021/064569 WO2022140359A1 (en) 2020-12-21 2021-12-21 Systems and methods related to applied anomaly detection and contact center computing environments

Publications (1)

Publication Number Publication Date
CO2023008969A2 true CO2023008969A2 (es) 2023-09-29

Family

ID=82023162

Family Applications (1)

Application Number Title Priority Date Filing Date
CONC2023/0008969A CO2023008969A2 (es) 2020-12-21 2023-07-05 Sistemas y métodos relacionados con detección aplicada de anomalías y entornos informáticos de centro de contacto

Country Status (8)

Country Link
US (1) US20220198229A1 (es)
EP (1) EP4264432A1 (es)
JP (1) JP2024502944A (es)
CN (1) CN117157628A (es)
AU (1) AU2021409790A1 (es)
CA (1) CA3202829A1 (es)
CO (1) CO2023008969A2 (es)
WO (1) WO2022140359A1 (es)

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US10778528B2 (en) 2017-02-11 2020-09-15 Nicira, Inc. Method and system of connecting to a multipath hub in a cluster
US10999100B2 (en) 2017-10-02 2021-05-04 Vmware, Inc. Identifying multiple nodes in a virtual network defined over a set of public clouds to connect to an external SAAS provider
US10778466B2 (en) 2017-10-02 2020-09-15 Vmware, Inc. Processing data messages of a virtual network that are sent to and received from external service machines
US11115480B2 (en) 2017-10-02 2021-09-07 Vmware, Inc. Layer four optimization for a virtual network defined over public cloud
US11223514B2 (en) 2017-11-09 2022-01-11 Nicira, Inc. Method and system of a dynamic high-availability mode based on current wide area network connectivity
US11121985B2 (en) 2019-08-27 2021-09-14 Vmware, Inc. Defining different public cloud virtual networks for different entities based on different sets of measurements
US11438789B2 (en) 2020-01-24 2022-09-06 Vmware, Inc. Computing and using different path quality metrics for different service classes
US11929903B2 (en) 2020-12-29 2024-03-12 VMware LLC Emulating packet flows to assess network links for SD-WAN
CN116783874A (zh) 2021-01-18 2023-09-19 Vm维尔股份有限公司 网络感知的负载平衡
US11979325B2 (en) 2021-01-28 2024-05-07 VMware LLC Dynamic SD-WAN hub cluster scaling with machine learning
US11521639B1 (en) 2021-04-02 2022-12-06 Asapp, Inc. Speech sentiment analysis using a speech sentiment classifier pretrained with pseudo sentiment labels
US12009987B2 (en) 2021-05-03 2024-06-11 VMware LLC Methods to support dynamic transit paths through hub clustering across branches in SD-WAN
US12015536B2 (en) 2021-06-18 2024-06-18 VMware LLC Method and apparatus for deploying tenant deployable elements across public clouds based on harvested performance metrics of types of resource elements in the public clouds
US20220407790A1 (en) * 2021-06-18 2022-12-22 Vmware, Inc. Method and apparatus for deploying tenant deployable elements across public clouds based on harvested performance metrics
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US12047282B2 (en) 2021-07-22 2024-07-23 VMware LLC Methods for smart bandwidth aggregation based dynamic overlay selection among preferred exits in SD-WAN
US11763803B1 (en) 2021-07-28 2023-09-19 Asapp, Inc. System, method, and computer program for extracting utterances corresponding to a user problem statement in a conversation between a human agent and a user
US11943146B2 (en) 2021-10-01 2024-03-26 VMware LLC Traffic prioritization in SD-WAN
US12067363B1 (en) 2022-02-24 2024-08-20 Asapp, Inc. System, method, and computer program for text sanitization
US11909815B2 (en) 2022-06-06 2024-02-20 VMware LLC Routing based on geolocation costs
US12057993B1 (en) 2023-03-27 2024-08-06 VMware LLC Identifying and remediating anomalies in a self-healing network
US12034587B1 (en) 2023-03-27 2024-07-09 VMware LLC Identifying and remediating anomalies in a self-healing network
US20240330828A1 (en) * 2023-03-31 2024-10-03 Genesys Cloud Services, Inc. Systems and methods relating to estimating lift in target metrics of contact centers

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Also Published As

Publication number Publication date
EP4264432A1 (en) 2023-10-25
CA3202829A1 (en) 2022-06-30
WO2022140359A1 (en) 2022-06-30
JP2024502944A (ja) 2024-01-24
AU2021409790A1 (en) 2023-07-27
US20220198229A1 (en) 2022-06-23
CN117157628A (zh) 2023-12-01

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