US Patent Issued to Genesys Cloud Services on July 7 for "Complexity assessments for agent performance analysis using memory neural networks" (Indian Inventors)

ALEXANDRIA, Va., July 7 -- United States Patent no. 12,675,761, issued on July 7, was assigned to Genesys Cloud Services Inc. (Menlo Park, Calif.).

"Complexity assessments for agent performance analysis using memory neural networks" was invented by Dileepkumar Kothamasu (Chennai, India), Mukeshkumar Nagarajan (Chennai, India), Sanjay Sasidharan (Chennai, India) and Sakthi Murugan (Chennai, India).

According to the abstract* released by the U.S. Patent & Trademark Office: "A system for complexity assessments for agent performance analysis using a memory neural network according to an embodiment includes receiving a plurality of call recordings of calls between a contact center agent and one or more users, generating, for each call recordin...