专利快速检索-快速检索全球专利，免费商用专利数据库-IPRDB

1. 发明申请

WO2021076498A1 SYSTEM AND METHOD OF SENTIMENT MODELING AND APPLICATION TO DETERMINE OPTIMIZED AGENT ACTION 审中-公开
公开(公告)号：WO2021076498A1
公开(公告)日：2021-04-22
申请号：PCT/US2020/055386
申请日：2020-10-13
申请人： VERINT AMERICAS INC.
发明人： JOHNSTON, Michael
IPC分类号： G06F40/30 , G06F40/216 , G06Q30/00
摘要： The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system corelates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.

2. 发明申请

WO2020257304A1 DETECTING ANOMALIES IN TEXTUAL ITEMS USING CROSS-ENTROPIES 审中-公开
公开(公告)号：WO2020257304A1
公开(公告)日：2020-12-24
申请号：PCT/US2020/038169
申请日：2020-06-17
申请人： VERINT AMERICAS INC.
发明人： FREEMAN, Cynthia
IPC分类号： G06F40/30 , G06F40/216
摘要： In an implementation, a method (200) for detecting anomalies in textual items is provided. The method includes: receiving a first plurality of textual items by a computing device (110) (210); training a language model using the received first plurality of textual items by the computing device (220); after training the language model, receiving a second plurality of textual items by the computing device (230); calculating a cross-entropy for each textual item in the second plurality of textual items by the computing device using the language model (240); and detecting an anomaly in at least one of the textual items of the second plurality of textual items by the computing device using the calculated cross-entropies (250).

3. 发明申请

WO2020257181A1 SYSTEM AND METHOD FOR QUEUE LOOK AHEAD TO OPTIMIZE WORK ASSIGNMENT TO AVAILABLE AGENTS 审中-公开
公开(公告)号：WO2020257181A1
公开(公告)日：2020-12-24
申请号：PCT/US2020/037907
申请日：2020-06-16
申请人： VERINT AMERICAS INC.
发明人： MCSWIGGAN, Stephen
IPC分类号： G06F9/50 , H04M3/51 , H04M3/523
摘要： In the present disclosure, analytics are applied to work items while the work items are waiting in a work queue in order to optimize the routing and allocation of work items to agents in the most efficient manner possible, while optimizing agents being assigned to work items they are most qualified to handle. By performing a look ahead at more than the initial work item, the system assesses the agent skills required by imminent work items in the work queue. This is then compared to a skillset of each available and/or soon to be available agent in order to achieve the optimal allocation of the work items to maximize the work item being assigned the best qualified agent. The work items are then routed to the agents accordingly.In the present disclosure, analytics are applied to work items while the work items are waiting in a work queue in order to optimize the routing and allocation of work items to agents in the most efficient manner possible, while optimizing agents being assigned to work items they are most qualified to handle. By performing a look ahead at more than the initial work item, the system assesses the agent skills required by imminent work items in the work queue. This is then compared to a skillset of each available and/or soon to be available agent in order to achieve the optimal allocation of the work items to maximize the work item being assigned the best qualified agent. The work items are then routed to the agents accordingly.

4. 发明申请

WO2008005741A2 SYSTEMS AND METHODS FOR A SECURE RECORDING ENVIRONMENT 审中-公开
标题翻译：用于安全记录环境的系统和方法
公开(公告)号：WO2008005741A2
公开(公告)日：2008-01-10
申请号：PCT/US2007072066
申请日：2007-06-26
申请人： VERINT AMERICAS INC , WATSON JOE , SMITH DAMIAN , WILLIAMS JAMIE RICHARD , DONG THOMAS , CALAHAN MARC
发明人： WATSON JOE , SMITH DAMIAN , WILLIAMS JAMIE RICHARD , DONG THOMAS , CALAHAN MARC
IPC分类号： H04L9/32 , G06F7/04 , G06F11/30 , G06F12/14 , G06F17/30 , G06K9/00 , H03M1/68 , H04K1/00 , H04L9/00 , H04N7/16
CPC分类号： G06F21/602 , H04L9/0844 , H04N21/23106 , H04N21/2747 , H04N21/835
摘要： Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.
摘要翻译：公开了用于在客户中心提供安全的捕获数据的系统和方法。在一个实施例中，该方法包括：用记录系统捕获数据; 接收用于检索用于加密数据的电子密钥的请求; 响应于接收到所述请求，将所述电子密钥发送到所述记录系统; 使用电子密钥加密数据; 将电子密钥与加密数据相关联; 并将加密的数据存储在记录系统中。

5. 发明申请

WO2008002967A2 SYSTEMS AND METHODS FOR SCHEDULING CONTACT CENTER AGENTS 审中-公开
标题翻译：调度联系中心代理的系统和方法
公开(公告)号：WO2008002967A2
公开(公告)日：2008-01-03
申请号：PCT/US2007/072214
申请日：2007-06-27
申请人： VERINT AMERICAS INC. , FAMA, Jason , PELEG, Uri , SHVARTS, Simon , BOURKE, Michael, Robert , NIES, James, Gordon , PRABHU, Vinod
发明人： FAMA, Jason , PELEG, Uri , SHVARTS, Simon , BOURKE, Michael, Robert , NIES, James, Gordon , PRABHU, Vinod
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , G06Q10/103 , H04M3/5233
摘要： Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with skills that are to be used for scheduling agents of the local contact center; and generating work schedules for the agents of the local contact center based, at least in part, on a correlation between the skills of the agents of the remote contact center and the local contact center, and an evaluation of the work schedules of the agents of the remote contact center.
摘要翻译：提供了调度联络中心代理的系统和方法。在这方面，代表性方法包括：接收与本地联络中心共享联系的远程联络中心的代理人的工作时间表和技能相应的信息; 将技能与用于本地联络中心的代理人的技能相关联; 以及至少部分地基于所述远程联络中心的代理人的技能与本地联络中心之间的相关性，以及对代理人的工作时间表的评估，为本地联络中心的代理生成工作表远程联络中心。

6. 发明申请

WO2020257393A1 SYSTEMS AND METHODS FOR AUTHENTICATION AND FRAUD DETECTION 审中-公开
公开(公告)号：WO2020257393A1
公开(公告)日：2020-12-24
申请号：PCT/US2020/038339
申请日：2020-06-18
申请人： VERINT AMERICAS INC.
发明人： RODERICK, Jeremy, Robert , CARMAN, Brian, Patrick , SINGER, David, Warren , SPOHRER, Daniel, Thomas , SMITH, Damian , MCCURRY, Tim
IPC分类号： H04L29/06 , G06F21/31 , H04W12/12
摘要： In an embodiment, a method for authenticating calls and for preventing fraud is provided. The method includes: receiving a call through a first channel (705), wherein the call is associated with a customer and a speaker; determine if there are one or more voiceprints associated with the customer (710); if it is determined that there are one or more voiceprints associated with the customer: retrieving the one or more voiceprints associated with the customer (715); determine if voice data associated with the call matches any of the one or more voiceprints associated with the customer (720); and if the voice data matches any of the one or more voiceprints associated with the customer, flag the call as an authenticated call (725).

7. 发明申请

WO2008002967A3 SYSTEMS AND METHODS FOR SCHEDULING CONTACT CENTER AGENTS 审中-公开
标题翻译：用于调度接触中心剂的系统和方法
公开(公告)号：WO2008002967A3
公开(公告)日：2008-12-04
申请号：PCT/US2007072214
申请日：2007-06-27
申请人： VERINT AMERICAS INC , FAMA JASON , PELEG URI , SHVARTS SIMON , BOURKE MICHAEL ROBERT , NIES JAMES GORDON , PRABHU VINOD
发明人： FAMA JASON , PELEG URI , SHVARTS SIMON , BOURKE MICHAEL ROBERT , NIES JAMES GORDON , PRABHU VINOD
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5237 , G06Q10/103 , H04M3/5233
摘要： Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with skills that are to be used for scheduling agents of the local contact center; and generating work schedules for the agents of the local contact center based, at least in part, on a correlation between the skills of the agents of the remote contact center and the local contact center, and an evaluation of the work schedules of the agents of the remote contact center.
摘要翻译：提供了调度联络中心代理的系统和方法。就此而言，代表性方法包括：接收与共享与本地联络中心的联系的远程联络中心的代理的工作时间表和技能相对应的信息; 将技能与将用于调度本地联络中心的代理的技能相关联; 以及至少部分基于所述远程联络中心的所述代理的技能与所述本地联络中心之间的相关性以及所述代理的工作时间表的评估来为所述本地联络中心的代理生成工作时间表远程联络中心。

8. 发明申请

WO2008005927A3 DISTRIBUTIVE NETWORK CONTROL 审中-公开
公开(公告)号：WO2008005927A3
公开(公告)日：2008-01-10
申请号：PCT/US2007/072657
申请日：2007-07-02
申请人： VERINT AMERICAS INC. , DONG, Thomas, Z. , SPOHRER, Dan , SRINIVASA, Vijay , WILLIAMS, Jamie, Richard
发明人： DONG, Thomas, Z. , SPOHRER, Dan , SRINIVASA, Vijay , WILLIAMS, Jamie, Richard
IPC分类号： G06F15/173
摘要： Included are systems and methods for distributive network control. Also embodiment of a method includes receiving an indication related to recording data stored on a local cache and determining whether to remotely store at least a portion of the data. Some embodiments include sending a request for the stored data.

9. 发明申请

WO2008005927A2 DISTRIBUTIVE NETWORK CONTROL 审中-公开
标题翻译：分布式网络控制
公开(公告)号：WO2008005927A2
公开(公告)日：2008-01-10
申请号：PCT/US2007072657
申请日：2007-07-02
申请人： VERINT AMERICAS INC , DONG THOMAS Z , SPOHRER DAN , SRINIVASA VIJAY , WILLIAMS JAMIE RICHARD
发明人： DONG THOMAS Z , SPOHRER DAN , SRINIVASA VIJAY , WILLIAMS JAMIE RICHARD
IPC分类号： G06F12/02 , G06F12/14 , G06F15/167
CPC分类号： G06F12/0806 , G06F12/0808 , H04L67/28 , H04L67/2852 , H04L67/289
摘要： Included are systems and methods for distributive network control. Also embodiment of a method includes receiving an indication related to recording data stored on a local cache and determining whether to remotely store at least a portion of the data. Some embodiments include sending a request for the stored data.
摘要翻译：包括用于分布式网络控制的系统和方法。方法的另一个实施例包括接收与存储在本地高速缓存上的记录数据有关的指示并确定是否远程存储至少一部分数据。一些实施例包括发送对存储的数据的请求。

10. 发明申请

WO2008002895A3 HYBRID RECORDING OF COMMUNICATIONS 审中-公开
公开(公告)号：WO2008002895A3
公开(公告)日：2008-01-03
申请号：PCT/US2007/072083
申请日：2007-06-26
申请人： VERINT AMERICAS INC. , BLAIR, Christopher, D. , HEAP, Richard, L. , SPOHRER, Dan
发明人： BLAIR, Christopher, D. , HEAP, Richard, L. , SPOHRER, Dan
IPC分类号： H04M1/64
摘要： Systems and methods for recording communications are provided. In this regard, a representative system incorporates recording resources and a recording controller. The recording resources are operative to record information corresponding to communications, with the communications being provided in multiple communication formats and/or involving devices and paths with varying characteristics and capabilities. The recording controller is communicatively coupled to each of the recording resources. The recording controller is operative to: monitor the communications; determine suitability and availability of the recording resources for recording the communications; analyze a recording hierarchy; and allocate at least an available one of the recording resources for recording a designated one of the communications based on the suitability and availability determined and the recording hierarchy.

你已经成功收藏专利！

检索式保存成功!

IPRDB

热门服务

关于我们

友情链接

联系方式