公开(公告)号：US10601991B1

公开(公告)日：2020-03-24

申请号：US16356601

申请日：2019-03-18

Applicant: Verint Americas Inc.

Inventor： Hywel Braddick

IPC: H04M3/00 ,  H04M3/51

Abstract: The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.

公开(公告)号：US20200042335A1

公开(公告)日：2020-02-06

申请号：US16600695

申请日：2019-10-14

Applicant: Verint Americas Inc.

Inventor： Fred A. Brown ,  Tanya M. Miller ,  Richard Morris

IPC: G06F9/451 ,  G06Q10/02 ,  G06F3/0488 ,  G06F3/16

Abstract: Conversation user interfaces that are configured for virtual assistant interaction may include contextual interface items that are based on contextual information. The contextual information may relate to a current or previous conversation between a user and a virtual assistant and/or may relate to other types of information, such as a location of a user, an orientation of a device, missing information, and so on. The conversation user interfaces may additionally, or alternatively, control an input mode based on contextual information, such as an inferred input mode of a user or a location of a user. Further, the conversation user interfaces may tag conversation items by saving the conversation items to a tray and/or associating the conversation items with indicators.

公开(公告)号：US10515156B2

公开(公告)日：2019-12-24

申请号：US16504773

申请日：2019-07-08

Applicant: Verint Americas Inc.

Inventor： Charles C. Wooters

IPC: G06F17/28 ,  G06F17/27

Abstract: Customer support, and other types of activities in which there is a dialogue between two humans can generate large volumes of conversation records. Automated analysis of these records can provide information about high-level features of, for example, the workings of a customer service department. Analysis of these conversations between a customer and a customer-support agent may also allow identification of customer support activities that can be provided by virtual agents instead of actual human agents. The analysis may evaluate conversations in terms of complexity, duration, and sentiment of the participants. Additionally, the conversations may also be analyzed to identify the existence of selected concepts or keywords. Workflow characteristics, the extent to which the conversation represents a multi-step process intended to accomplish a task, may also be determined for the conversations. Characteristics of individual conversations may be combined to obtain generalized or representative features for a set of a conversation records.

公开(公告)号：US20190317584A1

公开(公告)日：2019-10-17

申请号：US16453577

申请日：2019-06-26

Applicant: Verint Americas Inc.

Inventor： Charles Gregory Lampe ,  James Craig Moran ,  Simon Gauthier

IPC: G06F1/26 ,  H04N5/232 ,  G06F1/3287 ,  H04L12/10 ,  H04N5/77

Abstract: A system and method configured to improve the function of a network of Power Over Ethernet (POE) devices. The system and method is configured such that a digital video recorder (DVR) actively monitors the POE devices using the POE device application programming interface (API). The DVR, in response to a POE failure or non-responsive POE status may automatically power cycle the port of the network switch corresponding to the POE device, or may power cycle (reboot) the network switch. The system and method also may notify a remote user through a wide area network (WAN) and remote monitor, allowing the remote user to alternatively manually power cycle the network switch and/or the POE(s) ports.

公开(公告)号：US10438610B2

公开(公告)日：2019-10-08

申请号：US14467715

申请日：2014-08-25

Applicant: Verint Americas Inc.

Inventor： Fred Brown ,  Tanya M Miller ,  Mark Zartler ,  Molly Q Brown

IPC: G10L25/48 ,  G06F16/332 ,  G06F17/28 ,  G10L15/18 ,  G06N5/02 ,  G06F16/63

Abstract: A virtual assistant may communicate with a user in a natural language that simulates a human. The virtual assistant may be associated with a human-configured knowledge base that simulates human responses. In some instances, a parent response may be provided by the virtual assistant and, thereafter, a child response that is associated with the parent response may be provided.

公开(公告)号：US20190213526A1

公开(公告)日：2019-07-11

申请号：US15864850

申请日：2018-01-08

Applicant: Verint Americas Inc.

Inventor： Stephen McSwiggan

IPC: G06Q10/06

Abstract: The present application includes a method and system for real-time scheduling reallocation. The system receives a schedule which allocates customer service representatives (CSRs) to channels and queues based on analytics rules as well as the forecast work patterns and information on CSR skills and shift patterns. The system then monitors adherence to the schedule by comparing the difference between forecast and current volume and type of work to a reallocation threshold at predetermined intervals. If the difference extends beyond the reallocation threshold, the system reallocates CSRs to update the schedule.

公开(公告)号：US20190139564A1

公开(公告)日：2019-05-09

申请号：US16241466

申请日：2019-01-07

Applicant: Verint Americas Inc.

Inventor： Tanya M. Miller ,  Fred Brown ,  Mark Zartler ,  Molly Q. Brown

IPC: G10L25/48 ,  G06F16/332 ,  G06N5/02 ,  G06F16/63 ,  G06F17/28 ,  G10L15/18

Abstract: Various embodiments provide a tool, referred to herein as “Active Lab” that can be used to develop, debug, and maintain knowledge bases. These knowledge bases (KBs) can then engage various applications, technology, and communications protocols for the purpose of task automation, real time alerting, system integration, knowledge acquisition, and various forms of peer influence. In at least some embodiments, a KB is used as a virtual assistant that any real person can interact with using their own natural language. The KB can then respond and react however the user wants: answering questions, activating applications, or responding to actions on a web page.

公开(公告)号：US20190066116A1

公开(公告)日：2019-02-28

申请号：US15689968

申请日：2017-08-29

Applicant: Verint Americas Inc.

Inventor： Scott Mackie

IPC: G06Q30/00 ,  G06F17/30

Abstract: The present invention is a system and method for organizing and integrating electronic customer service resources. A CEC system from a customer interaction receives data from a customer interaction and analyzes the data using a CAE incorporating a set of analytics rules before selecting a customer service module or a document from a document database based on the analysis. This data analysis and module or document selection repeats until all data received by the CEC system has been analyzed.

公开(公告)号：US20190057298A1

公开(公告)日：2019-02-21

申请号：US16105671

申请日：2018-08-20

Applicant: Verint Americas Inc.

Inventor： Fred A. Brown ,  Tanya M. Miller ,  Megan Brown ,  Verlie Thompson

IPC: G06N3/00

Abstract: Techniques for mapping actions and objects to tasks may include identifying a task to be performed by a virtual assistant for an action and/or object. The task may be identified based on a task map of the virtual assistant. In some examples, the task may be identified based on contextual information of a user, such as a conversation history, content output history, user preferences, and so on. The techniques may also include customizing a task map for a particular context, such as a particular user, industry, platform, device type, and so on. The customization may include assigning an action, object, and/or variable value to a particular task.

公开(公告)号：US10187525B2

公开(公告)日：2019-01-22

申请号：US14557092

申请日：2014-12-01

Applicant: VERINT AMERICAS INC.

Inventor： Christopher Douglas Blair

IPC: H04M3/51 ,  G06Q10/10 ,  G06Q10/06 ,  H04M3/42

Abstract: A communication session analyzer is integrated or otherwise coupled to an audio player to generate a system for analyzing voice-based communication sessions. Embodiments of the system also include a data store and an output device, respectively. The analyzer identifies a communication session attribute. An automated or human reviewer of a stored communication session forwards an assessment for an observed communication session. The data store receives and stores the communication session attribute with the assessment in a common format. Alternatively, an output device generates a representation that includes the communication session attribute and the assessment. When customer feedback is available for a particular communication session, the system identifies the communication session as one that should be reviewed. Once an internal reviewer indicates that the review/assessment is complete, the system presents communication session attributes together with the session assessments from both the internal reviewer and the customer.