公开(公告)号：US20210076085A1

公开(公告)日：2021-03-11

申请号：US17101751

申请日：2020-11-23

Applicant: Verint Americas Inc.

Inventor： Hugo Martel

IPC: H04N21/2343 ,  H04N7/52 ,  H04N7/24 ,  H04N21/2187 ,  H04N21/4402 ,  H04N21/4223 ,  H04N21/443 ,  H04N21/6373 ,  H04N21/854

Abstract: Embodiments described herein provide systems and methods for sharing encoder output of video streams. In a particular embodiment, a method provides determining video profiles for each of a plurality of devices. The method further provides determining if two or more of the video profiles are similar by determining if parameters associated with each video profile differ by less than a threshold value. The method further provides transmitting a video stream encoded in a single format to the devices if they have similar profiles and transmitting video streams encoded in different formats to the devices if they do not have similar profiles.

公开(公告)号：US10944865B2

公开(公告)日：2021-03-09

申请号：US16733954

申请日：2020-01-03

Applicant: Verint Americas Inc.

Inventor： Jamie Richard Williams ,  Marc Calahan ,  Robert John Barnes ,  Murali Mohan Reddy Nareddy

IPC: H04L29/08 ,  H04M3/42 ,  H04M7/00 ,  G06F16/71 ,  G06F16/61 ,  G06F16/41 ,  H04L29/06

Abstract: A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.

公开(公告)号：US20200336442A1

公开(公告)日：2020-10-22

申请号：US16849289

申请日：2020-04-15

Applicant: Verint Americas Inc.

Inventor： Jennifer L. Snell

IPC: H04L12/58 ,  G06Q50/00 ,  G06Q30/00 ,  G06Q30/02

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：US20200311346A1

公开(公告)日：2020-10-01

申请号：US16829101

申请日：2020-03-25

Applicant: Verint Americas Inc.

Inventor： Ian Beaver ,  Christopher James Jeffs

IPC: G06F40/295 ,  G06F16/33 ,  G06F16/36 ,  G06N20/00

Abstract: A system and method for updating computerized language models is provided that automatically adds or deletes terms from the language model to capture trending events or products, while maximizing computer efficiencies by deleting terms that are no longer trending and use of knowledge bases, machine learning model training and evaluation corpora, analysis tools and databases

公开(公告)号：US10778845B1

公开(公告)日：2020-09-15

申请号：US16713856

申请日：2019-12-13

Applicant: Verint Americas Inc.

Inventor： Michael Johnston

IPC: H04M3/00 ,  H04M3/51 ,  G06F40/30 ,  G10L15/18

Abstract: 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 correlates 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.

公开(公告)号：US10769567B1

公开(公告)日：2020-09-08

申请号：US15379271

申请日：2016-12-14

Applicant: Verint Americas Inc.

Inventor： Edward Hamilton ,  Kaushik Deka

IPC: G06Q10/06

Abstract: A system and method schedule work within a workflow with defined process goals. A plurality of work queues are defined that comprise work items. The plurality of work queues are associated with one or more links between a parent work queue and at least one child work queue to form at least one work process. At least one work process goal is defined for each work process. A work schedule to achieve the work process goals is generated.

公开(公告)号：US10713605B2

公开(公告)日：2020-07-14

申请号：US15487499

申请日：2017-04-14

Applicant: Verint Americas Inc.

Inventor： Kurt Heier

IPC: G06Q10/06 ,  G06F40/131

Abstract: A method of workforce optimization includes acquiring video data. The video data is obtained from a plurality of video cameras in a facility comprising a plurality of departments. A customer load for each of the plurality of departments is identified. A location of each of a plurality of employees in the facility is identified. A customer-to-employee ratio is determined for each department. The determined customer-to-employee ratio for each department is provided to a computing device. At least one employee deployment notification is provided from the computing device to another computing device.

公开(公告)号：US20200184276A1

公开(公告)日：2020-06-11

申请号：US16789811

申请日：2020-02-13

Applicant: Verint Americas Inc.

Inventor： Fred A. Brown ,  Tanya M. Miller ,  Charles C. Wooters ,  Megan Brown ,  Molly Q. Brown

IPC: G06K9/62 ,  G06F16/35

Abstract: Data having some similarities and some dissimilarities may be clustered or grouped according to the similarities and dissimilarities. The data may be clustered using agglomerative clustering techniques. The clusters may be used as suggestions for generating groups where a user may demonstrate certain criteria for grouping. The system may learn from the criteria and extrapolate the groupings to readily sort data into appropriate groups. The system may be easily refined as the user gains an understanding of the data.

公开(公告)号：US20200177953A1

公开(公告)日：2020-06-04

申请号：US16780205

申请日：2020-02-03

Applicant: Verint Americas Inc.

Inventor： Hugo Martel ,  Charles Gregory Lampe ,  Louis Marchand ,  Jim Moran

IPC: H04N21/44 ,  H04N7/18

Abstract: What is disclosed is a video system. The video system includes a digital video recorder comprising a first camera interface configured to receive video captured from a first plurality of cameras, a packet interface configured to receive in a packet format video captured by a second plurality of cameras, and a storage system configured to store the video captured by the first plurality of cameras and the video captured by the second plurality of cameras. The video system also includes a video encoder coupled to the digital video recorder by a packet link, where the video encoder includes a second camera interface configured to receive video captured from the second plurality of cameras and an output interface configured to transfer in the packet format the video captured by the second plurality of cameras for delivery to the digital video recorder over the packet link.

公开(公告)号：US20200097865A1

公开(公告)日：2020-03-26

申请号：US16601084

申请日：2019-10-14

Applicant: Verint Americas Inc.

Inventor： Edward Hamilton ,  Kaushik Deka ,  Geoffery Chappell ,  Michael R. Bourke ,  Jason Fama

IPC: G06Q10/06

Abstract: Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item for the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees.