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    COMPLEX RECORDING TRIGGER
    161.
    发明申请
    COMPLEX RECORDING TRIGGER 有权
    复合记录触发器

    公开(公告)号：US20150207936A1

    公开(公告)日：2015-07-23

    申请号：US14605099

    申请日：2015-01-26

    Applicant: VERINT AMERICAS INC.

    Inventor： Illah R. Nourbakhsh ,  Joseph Watson

    IPC: H04M3/51

    CPC classification number: H04M3/5175 ,  H04M3/5133 ,  H04M2203/402

    Abstract: Complex recording triggers are provided. As an example of a system and method, the volume of call records can be reduced by complex recording triggers, thereby reducing the storage space allocated for call records.

    Abstract translation: 提供复杂的记录触发器。 作为系统和方法的示例，可以通过复杂的记录触发来减少呼叫记录的音量，从而减少分配给呼叫记录的存储空间。

    SYSTEMS AND METHODS OF RECORDING SOLUTION INTERFACE
    162.
    发明申请
    SYSTEMS AND METHODS OF RECORDING SOLUTION INTERFACE 有权
    记录解决方案界面的系统和方法

    公开(公告)号：US20140341360A1

    公开(公告)日：2014-11-20

    申请号：US14275773

    申请日：2014-05-12

    Applicant: Verint Americas Inc.

    Inventor： Jamie Richard Williams ,  Kenneth Richard Brodhagen

    IPC: H04M3/42 ,  H04M3/51

    CPC classification number: H04M3/42221 ,  H04M3/51 ,  H04M7/006

    Abstract: Included are embodiments for providing an interface. At least one embodiment of a method includes receiving communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment and providing an interface for facilitating recording of at least a portion of the communications session, the interface being facilitated in an Internet Protocol format.

    Abstract translation: 包括用于提供接口的实施例。 方法的至少一个实施例包括接收与通信会话相关联的通信数据，在因特网协议环境中促进通信会话，并提供用于便利记录通信会话的至少一部分的接口，在因特网中促进的接口 协议格式

    INTERNET PROTOCOL ANALYZING
    163.
    发明申请
    INTERNET PROTOCOL ANALYZING 有权
    互联网协议分析

    公开(公告)号：US20140321266A1

    公开(公告)日：2014-10-30

    申请号：US14270294

    申请日：2014-05-05

    Applicant: Verint Americas Inc.

    Inventor： Jamie Richard Williams ,  Thomas Z. Dong

    IPC: H04L12/24 ,  H04L12/803

    CPC classification number: H04L41/0654 ,  H04L43/18 ,  H04L47/125

    Abstract: Included are methods for facilitating routing of control data associated with a communication to a plurality of recorders. One such method, among others, includes receiving control data related to a communication and routing the received control data to at least one recorder via a layer 3 protocol.

    Abstract translation: 包括有助于将与通信相关联的控制数据路由到多个记录器的方法。 一种这样的方法包括接收与通信有关的控制数据，并且经由层3协议将接收到的控制数据路由到至少一个记录器。

    System and method for calibrating a WFM scheduling module
    164.
    发明授权
    System and method for calibrating a WFM scheduling module 有权

    公开(公告)号：US12299614B2

    公开(公告)日：2025-05-13

    申请号：US18321154

    申请日：2023-05-22

    Applicant: Verint Americas Inc.

    Inventor： Jonathan M. Silverman ,  Edward O. Hamilton ,  Nicholas Mortimer

    IPC: G06Q10/0631 ,  G06Q10/1093

    Abstract: System and method for calibration of WFM system modeling parameters. A first mode M[D,S] of a modeler computes demand-shrinkage controlled service levels and an error metric e(M[D,S]) between the controlled and actual service levels. A user device iteratively adjusts each core parameter. When the user is satisfied that e(M[D,S]) is sufficiently small, calibration of the core parameters is complete. The same is done for calibrating the modeling factor, and then a final e(M[D,S])f is computed. A second mode M[D] computes, using the parameters just calibrated, demand-controlled service levels and an error metric e(M[D]) between the controlled service levels and actual levels. The user iteratively adjusts the shrinkage. When the user is satisfied that e(M[D]) is sufficiently small, calibration of the core parameters is complete.

    Systems and methods for combining model interpreters
    166.
    发明授权
    Systems and methods for combining model interpreters 有权

    公开(公告)号：US12236358B2

    公开(公告)日：2025-02-25

    申请号：US16867012

    申请日：2020-05-05

    Applicant: Verint Americas Inc.

    Inventor： Cynthia Freeman ,  Abhinav Aggarwal

    IPC: G06N5/04 ,  G06N20/20

    Abstract: Systems and methods are described to combine two or more linear models into a combined linear model. Two or more linear models and an observation of interest are selected. The linear models are concurrent with respect to the observation of interest. The observation of interest includes a class value and a feature vector. A distance is selected, and a plurality of feature vectors are selected that are within the distance of the feature vector associated with the observation of interest. These feature vectors are input to the selected linear models and a plurality of class values are generated. These class values and the selected feature vectors are used to generate a combined linear model. The combined model is either a mean local linear surrogate model or a linearly weighted local surrogate model.

    INTELLIGENT VIRTUAL ASSISTANT TRAINING THROUGH PHASED OBSERVATIONAL LEARNING TASKS
    167.
    发明公开
    INTELLIGENT VIRTUAL ASSISTANT TRAINING THROUGH PHASED OBSERVATIONAL LEARNING TASKS 审中-公开

    公开(公告)号：US20240355318A1

    公开(公告)日：2024-10-24

    申请号：US18137995

    申请日：2023-04-21

    Applicant: Verint Americas Inc.

    Inventor： Ian BEAVER

    IPC: G10L15/01 ,  G10L15/06

    CPC classification number: G10L15/01 ,  G10L15/063

    Abstract: Disclosed embodiments pertain to training an intelligent virtual assistant through phased observational learning tasks. A pre-trained language model can be updated offline to produce a second language model with self-supervised learning based on transcripts of historical interactions between one or more customers, one or more customer service agents, and one or more data stores. The second language model can be evaluated and determined to satisfy a predetermined performance threshold. Subsequently, the second language model can be updated online to produce a third language model with reinforcement learning based on received customer input and similarity between a response provided by a customer service agent and a predicted response generated by the second language model. The third language model can then be deployed with an intelligent virtual assistant to respond to received user input.

    VIRTUAL AGENT TRUST MECHANISM
    170.
    发明公开
    VIRTUAL AGENT TRUST MECHANISM 审中-公开

    公开(公告)号：US20240236094A1

    公开(公告)日：2024-07-11

    申请号：US18152677

    申请日：2023-01-10

    Applicant: Verint Americas Inc.

    Inventor： Ian BEAVER

    IPC: H04L9/40

    CPC classification number: H04L63/10 ,  H04L63/08

    Abstract: Certain aspects of the present disclosure provide techniques for receiving, from a user, a command for a virtual assistant to perform a task on behalf of the user; determining a communication channel for the virtual assistant to communicate with a remote service in order to perform the task; registering a communication session with an identity provider service, wherein the communication session is associated with the communication channel; initiating the communication session with the remote service using the communication channel; receiving a communication session authentication query from the remote service; and determining, in response to the communication session authentication query, whether the user is authenticated.

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