公开(公告)号：US20220156467A1

公开(公告)日：2022-05-19

申请号：US17586873

申请日：2022-01-28

Applicant: Verint Americas Inc.

Inventor： Timothy Seegan ,  Ian Beaver

IPC: G06F40/40 ,  G06F40/253 ,  G06F40/30 ,  G06N3/08 ,  H04L51/02

Abstract: Hybrid natural language understanding (NLU) systems and methods are provided that capitalize on the strengths of the rule-based models and the statistical models, lowering the cost of development and increasing the speed of construction, without sacrificing control and accuracy. Two models are used for intent recognition, one statistical and one rule-based. Both models define the same set of intents, but the rule-based model is devoid of any grammars or patterns initially. Each model may or may not be hierarchical in that it may be composed of a set of specialized models that are in a tree form or it may be just a singular model.

公开(公告)号：US20220141335A1

公开(公告)日：2022-05-05

申请号：US17574047

申请日：2022-01-12

Applicant: Verint Americas Inc.

Inventor： Ian Beaver

IPC: H04M3/51 ,  G06F40/30 ,  H04L51/02

Abstract: To allow the human customer service agents to specialize in the instances where human service is preferred, but to scale to the volume of large call centers, systems and methods are provided in which human agents and intelligent virtual assistants (IVAs) co-handle a conversation with a customer. IVAs handle simple or moderate tasks, and human agents are used for those tasks that require or would benefit from human compassion or special handling. Instead of starting the conversation with an IVA and then escalating or passing control of the conversation to a human to complete, the IVAs and human agents work together on a conversation.

公开(公告)号：US11283735B2

公开(公告)日：2022-03-22

申请号：US16849289

申请日：2020-04-15

Applicant: Verint Americas Inc.

Inventor： Jennifer L. Snell

IPC: G06Q30/00 ,  H04L51/02 ,  G06Q30/02 ,  G06Q50/00

Abstract: Systems and methods for incorporating intelligent virtual assistants into advertisements on social networking platforms are provided. When a user interacts with a content item, an intelligent virtual assistant is selected and put into contact with the user. The intelligent virtual assistant is provided with a context that includes information about the user in the social networking platform, information about the user in a customer relationship management platform, and information about the product, service, or entity associated with the content item. The context allows the intelligent virtual assistant to converse with the user in a way that feels natural and relevant to the user and allows the intelligent virtual assistant to answer any questions about the product, service, or entity associated with the content item.

公开(公告)号：US11232252B2

公开(公告)日：2022-01-25

申请号：US15693890

申请日：2017-09-01

Applicant: Verint Americas Inc.

Inventor： Michael B. Hunigan ,  Alexei White

IPC: G06F16/957 ,  G06F9/451 ,  G06F40/143

Abstract: Computer-implemented techniques are disclosed for presenting an in-page console on a website for reviewing interaction data captured during user interaction with one or more web pages of the website. The web browser activates the in-page console via an activation procedure. One or more of the web pages of the website are selected after activation of the in-page console. A feedback badge on the website can be replaced with a reporting badge upon activation of the in-page console and with the reporting badge displaying an indicator of interaction data captured for the selected web page. The in-page console is overlaid one or more of the selected web pages. The in-page console displays the interaction data, or recordings of user interaction, captured during user interaction with the selected web page to enable review of the captured interaction data for the selected web page overlaid on the selected web page.

公开(公告)号：US11217226B2

公开(公告)日：2022-01-04

申请号：US16667022

申请日：2019-10-29

Applicant: Verint Americas Inc.

Inventor： Ian Beaver

IPC: G06F40/20 ,  G10L15/06 ,  G06F17/16 ,  G10L15/18

Abstract: Disclosed is a system and method for detecting and addressing bias in training data prior to building language models based on the training data. Accordingly system and method, detect bias in training data for Intelligent Virtual Assistant (IVA) understanding and highlight any found. Suggestions for reducing or eliminating them may be provided This detection may be done for each model within the Natural Language Understanding (NLU) component. For example, the language model, as well as any sentiment or other metadata models used by the NLU, can introduce understanding bias. For each model deployed, training data is automatically analyzed for bias and corrections suggested.

公开(公告)号：US20210400139A1

公开(公告)日：2021-12-23

申请号：US17463781

申请日：2021-09-01

Applicant: Verint Americas Inc.

Inventor： David Warren Singer ,  Daniel Thomas Spohrer ,  Marc Adam Calahan ,  Paul Michael Munro ,  Gary Andrew Duke ,  Padraig Carberry ,  Christopher Jerome Schnurr

IPC: H04M3/51 ,  G06Q20/40 ,  G10L17/00 ,  G10L17/06

Abstract: Real-time speech analytics (RTSA) provides maintaining real-time speech conditions, rules, and triggers, and real-time actions and alerts to take. A call between a user and an agent is received at an agent computing device. The call is monitored to detect in the call one of the real-time speech conditions, rules, and triggers. Based on the detection, at least one real-time action and/or alert is initiated.

公开(公告)号：US11196863B2

公开(公告)日：2021-12-07

申请号：US16662777

申请日：2019-10-24

Applicant: Verint Americas Inc.

Inventor： Daniel Thomas Spohrer

IPC: H04M3/51 ,  G10L15/22 ,  G06N5/04 ,  G06F3/16

Abstract: Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.

公开(公告)号：US11074458B2

公开(公告)日：2021-07-27

申请号：US16694373

申请日：2019-11-25

Applicant: Verint Americas Inc.

Inventor： Shahar Daliyot

IPC: G06K9/00 ,  G11B27/34 ,  H04N5/247 ,  G06F3/0482 ,  G11B27/10 ,  H04N5/77 ,  H04N5/91 ,  H04N21/00 ,  G06F3/0484 ,  G06T7/00 ,  G06F16/40 ,  G08B13/196

Abstract: A system and method for searching a video stream collected by a camera in a video surveillance system for an object's placement or displacement is disclosed. The searching includes an interactive question/answer approach that allows for a video snippet including the object's placement or displacement to be found quickly without the need for complicated video analytics. During the search, frames from algorithmically selected points in the video stream are presented to a user for review. The user reviews each frame and indicates if he/she sees the object. Based on the user's response the searching algorithmically reduces the portion video stream that is searched until a snippet of a video is found that includes the object's placement or displacement.

公开(公告)号：US20210195018A1

公开(公告)日：2021-06-24

申请号：US17140477

申请日：2021-01-04

Applicant: Verint Americas Inc.

Inventor： James DelloStritto ,  Joshua Tindal Gray ,  Ryan Thomas Schneider ,  Wade Walker Ezell ,  Ajay Pandit

IPC: H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523

Abstract: An architecture for assessing and identifying fraudulent contact with client contact systems, such as IVR, includes threshold and machine learning scoring and filtering of calls based on these criteria. The criteria may include behavioral, situational and reputational scoring.

公开(公告)号：US11029918B2

公开(公告)日：2021-06-08

申请号：US15811301

申请日：2017-11-13

Applicant: Verint Americas Inc.

Inventor： Fred A. Brown ,  Mitchell G. Lawrence ,  Victor O'Brien Morrison

IPC: G06F3/048 ,  G06F3/16 ,  G10L15/08 ,  G10L15/22 ,  G16H50/20 ,  G06F3/0488 ,  G16H10/60 ,  G16H50/50 ,  G16H10/20 ,  G06Q10/10

Abstract: A conversation user interface enables a patient to better understand their healthcare by integrating diagnosis, treatment, medication management, and/or payment, through a system that uses a virtual assistant to engage in conversation with the patient. The conversation user interface conveys a visual representation of a conversation between the virtual assistant and the patient. An identity of the patient, including preferences and/or medical records, is maintained throughout interactions so that each aspect of this integrated system has access to the same information. The conversation user interface allows the patient to interact with the virtual assistant using natural language commands to receive information and complete a task related to his or her healthcare.