EA202092234A1 - OPERATOR'S INTELLIGENT WORKPLACE AND METHOD OF ITS INTERACTION FOR INTERACTIVE SUPPORT OF CUSTOMER SERVICE SESSION - Google Patents

OPERATOR'S INTELLIGENT WORKPLACE AND METHOD OF ITS INTERACTION FOR INTERACTIVE SUPPORT OF CUSTOMER SERVICE SESSION

Info

Publication number
EA202092234A1
EA202092234A1 EA202092234A EA202092234A EA202092234A1 EA 202092234 A1 EA202092234 A1 EA 202092234A1 EA 202092234 A EA202092234 A EA 202092234A EA 202092234 A EA202092234 A EA 202092234A EA 202092234 A1 EA202092234 A1 EA 202092234A1
Authority
EA
Eurasian Patent Office
Prior art keywords
operator
client
workstation
session
intelligent
Prior art date
Application number
EA202092234A
Other languages
Russian (ru)
Inventor
Екатерина Олеговна Егорова
Георгий Андреевич Ващенко
Валерий Игоревич Кирьянов
Максим Андреевич Петров
Иван Иванович Титко
Original Assignee
Публичное Акционерное Общество "Сбербанк России" (Пао Сбербанк)
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 Публичное Акционерное Общество "Сбербанк России" (Пао Сбербанк) filed Critical Публичное Акционерное Общество "Сбербанк России" (Пао Сбербанк)
Publication of EA202092234A1 publication Critical patent/EA202092234A1/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F17/00—Digital computing or data processing equipment or methods, specially adapted for specific functions
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/10—Text processing
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition

Abstract

Изобретение относится к области компьютерных технологий, в частности к решениям для организации интеллектуальных рабочих мест для обеспечения интерактивной поддержки при помощи клиентам. Техническим результатом является расширение функциональных возможностей автоматизированного рабочего места (АРМ) оператора за счет генерирования сценариев обеспечения информационным наполнением интерфейса АРМ с помощью двухканального распознавания диалоговой клиентской сессии. Заявленный результат достигается за счет интеллектуального АРМ оператора для осуществления интерактивной поддержки сессии обслуживания клиента, содержащего по меньшей мере один процессор; по меньшей мере одно средство памяти; блок распознавания речи, обеспечивающий транскрибирование речевого аудиопотока диалоговой сессии между клиентом и оператором, и формирование текстового набора данных; блок распознавания естественного языка, обеспечивающий анализ полученного текстового набора данных и извлечения мета-данных из упомянутого текста; блок рабочего места оператора, выполненный с возможностью выбора и исполнения сценариев обслуживания на основании выделенных мета-данных диалоговой сессии, причем сценарий обслуживания включает в себя формирование виджетов графического интерфейса на АРМ оператора; запрос дополнительной информации по клиенту во внешних системах; формирование рекомендаций для оператора по ответу на запросы клиента на АРМ; при этом формирование виджетов и рекомендаций осуществляется динамически в онлайн режиме в процессе активной диалоговой сессии между клиентом и оператором.The invention relates to the field of computer technology, in particular to solutions for organizing intelligent workplaces to provide interactive support with the help of clients. The technical result is to expand the functionality of an automated workstation (AWS) of an operator by generating scenarios for providing information content to the AWS interface using two-channel recognition of an interactive client session. The claimed result is achieved by means of an intelligent operator's workstation for interactive support of a client service session containing at least one processor; at least one memory means; a speech recognition unit that provides transcription of the speech audio stream of the dialogue session between the client and the operator, and the formation of a text data set; a natural language recognition unit for analyzing the received text data set and extracting metadata from said text; an operator workstation unit configured to select and execute service scenarios based on the extracted dialog session metadata, the service scenario including generating GUI widgets on the operator workstation; requesting additional information on the client in external systems; formation of recommendations for the operator to respond to customer requests at the workstation; at the same time, the formation of widgets and recommendations is carried out dynamically in online mode during an active dialogue session between the client and the operator.

EA202092234A 2020-06-04 2020-10-20 OPERATOR'S INTELLIGENT WORKPLACE AND METHOD OF ITS INTERACTION FOR INTERACTIVE SUPPORT OF CUSTOMER SERVICE SESSION EA202092234A1 (en)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
RU2020118388A RU2755781C1 (en) 2020-06-04 2020-06-04 Intelligent workstation of the operator and method for interaction thereof for interactive support of a customer service session

Publications (1)

Publication Number Publication Date
EA202092234A1 true EA202092234A1 (en) 2021-12-31

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
EA202092234A EA202092234A1 (en) 2020-06-04 2020-10-20 OPERATOR'S INTELLIGENT WORKPLACE AND METHOD OF ITS INTERACTION FOR INTERACTIVE SUPPORT OF CUSTOMER SERVICE SESSION

Country Status (2)

Country Link
EA (1) EA202092234A1 (en)
RU (1) RU2755781C1 (en)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2024025442A2 (en) * 2022-07-26 2024-02-01 Общество с ограниченной ответственностью "Видеофор" (ООО "Видеофор") Integrated security system for bodies of water

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US7012888B2 (en) * 2002-08-16 2006-03-14 Nuasis Corporation High availability VoIP subsystem
US7606714B2 (en) * 2003-02-11 2009-10-20 Microsoft Corporation Natural language classification within an automated response system
JP4564955B2 (en) * 2003-03-11 2010-10-20 コーニンクレッカ フィリップス エレクトロニクス エヌ ヴィ Method, system and script generator for routing a script-oriented dialogue between a call center operator and a customer
US7783028B2 (en) * 2004-09-30 2010-08-24 International Business Machines Corporation System and method of using speech recognition at call centers to improve their efficiency and customer satisfaction
US8447285B1 (en) * 2007-03-26 2013-05-21 Callwave Communications, Llc Methods and systems for managing telecommunications and for translating voice messages to text messages
US20170006161A9 (en) * 2013-03-15 2017-01-05 Genesys Telecommunications Laboratories, Inc. Intelligent automated agent for a contact center
US9386152B2 (en) * 2013-03-15 2016-07-05 Genesys Telecommunications Laboratories, Inc. Intelligent automated agent and interactive voice response for a contact center
JP2015176099A (en) * 2014-03-18 2015-10-05 株式会社東芝 Dialog system construction assist system, method, and program
US9160854B1 (en) * 2014-12-17 2015-10-13 Noble Systems Corporation Reviewing call checkpoints in agent call recordings in a contact center
US10791222B2 (en) * 2018-06-21 2020-09-29 Wells Fargo Bank, N.A. Voice captcha and real-time monitoring for contact centers
GB2574902A (en) * 2018-07-25 2019-12-25 Eckoh Uk Ltd Contact centre user authentication
US10623572B1 (en) * 2018-11-21 2020-04-14 N3, Llc Semantic CRM transcripts from mobile communications sessions

Also Published As

Publication number Publication date
RU2755781C1 (en) 2021-09-21

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