公开(公告)号：US11842311B2

公开(公告)日：2023-12-12

申请号：US17745400

申请日：2022-05-16

Applicant: Verint Americas Inc.

Inventor： Joseph Wayne Dumoulin ,  Cynthia Freeman ,  James DelloStritto

IPC: G06Q10/00 ,  G06Q10/0635 ,  G06F17/18 ,  G06Q30/018 ,  H04M15/00

CPC classification number: G06Q10/0635 ,  G06F17/18 ,  G06Q30/0185 ,  H04M15/00 ,  H04M15/47

Abstract: Detecting fraudulent activity can be a complex, manual process. In this paper, we adapt statistical properties of count data in a novel algorithm to uncover records exhibiting high risk for fraud. Our method identifies shelves, partitioning data under the counts using a Student's t-distribution. We apply this methodology on a univariate dataset including cumulative results from phone calls to a customer service center. Additionally, we extend this technique to multivariate data, illustrating that the same method is applicable to both univariate and multivariate data.

公开(公告)号：US11818305B2

公开(公告)日：2023-11-14

申请号：US17694309

申请日：2022-03-14

Applicant: Verint Americas Inc.

Inventor： Roderick Matheson

IPC: H04N1/00 ,  H04N23/661 ,  H04N7/18 ,  G06F3/14 ,  H04L41/06 ,  H04L41/22

CPC classification number: H04N1/00209 ,  G06F3/14 ,  H04L41/06 ,  H04L41/22 ,  H04N7/18 ,  H04N7/181 ,  H04N23/661

Abstract: Systems and apparatus for sensing and video capture include at least one camera with an optical sensor that captures video image data of a first sampling rate. An auxiliary sensor captures auxiliary data at a second sample rate. A processor is communicatively connected to the optical sensor and auxiliary sensor. The processor transmits video image data captured at the first sample rate auxiliary sensor data captured at the second sampling rate across a data connection to a centralized computer that receives the video image data and the auxiliary sensor data and operate to present the video image data and the auxiliary sensor data on a graphical display.

公开(公告)号：US20230325742A1

公开(公告)日：2023-10-12

申请号：US18332820

申请日：2023-06-12

Applicant: Verint Americas Inc.

Inventor： Jonathan Silverman ,  Nicholas Mortimer ,  John Richard O'Farrell

IPC: G06Q10/0631 ,  G06Q10/0633

CPC classification number: G06Q10/06315 ,  G06Q10/0633 ,  G06Q10/063116 ,  G06Q10/063118

Abstract: In an entity such as a call center, back office, or retail operation, external event data is recorded along with call volume information for a plurality of time intervals. Based on the recorded event data and call volume for the plurality of intervals, a model is trained to predict call (or other communication) volume for a specified time interval using the external event data. The external event data may include data about one or more events that may affect the demand received by the entity. When the predicted call volume is significantly above or below what would be predicted for the entity using historical data alone, an indicator may be displayed to a user or administrator that identifies the external event that is responsible for the lower or higher prediction. The call volume prediction may be used to schedule one or more agents (or other employees) to work during the specified time interval.

公开(公告)号：US11775768B2

公开(公告)日：2023-10-03

申请号：US17941255

申请日：2022-09-09

Applicant: Verint Americas Inc.

Inventor： Scott Mackie

IPC: G06F40/30 ,  G06F40/166 ,  G06F40/232 ,  G06F40/253 ,  H04L51/42 ,  H04L51/212 ,  H04L51/214

CPC classification number: G06F40/30 ,  G06F40/166 ,  G06F40/232 ,  G06F40/253 ,  H04L51/212 ,  H04L51/214 ,  H04L51/42

Abstract: The present invention allows text analysis and routing of an outgoing message. The system intercepts outgoing messages for analysis by a TAS software module. The module assigns an analytical score to the message, then compares the score to a threshold. If the score is below the threshold, the message is transmitted to its ultimate destination. If not, the message may be routed for correction by the message's composer or quality assurance staff. After such correction, the message new analytical score is generated and compared, and, if necessary, the process repeats again.

公开(公告)号：US11769012B2

公开(公告)日：2023-09-26

申请号：US16829101

申请日：2020-03-25

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver ,  Christopher James Jeffs

IPC: G10L15/22 ,  G10L15/197 ,  G06F40/295 ,  G06F16/36 ,  G06F16/33 ,  G10L15/18

CPC classification number: G06F40/295 ,  G06F16/3344 ,  G06F16/367 ,  G10L15/18 ,  G10L15/197 ,  G10L15/22

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：US11736419B2

公开(公告)日：2023-08-22

申请号：US17580168

申请日：2022-01-20

Applicant: Verint Americas Inc.

Inventor： Jennifer L. Snell

IPC: G06Q30/00 ,  H04L51/02 ,  G06Q30/01 ,  G06Q30/0242 ,  G06Q30/0251 ,  G06Q50/00

CPC classification number: H04L51/02 ,  G06Q30/01 ,  G06Q30/0244 ,  G06Q30/0253 ,  G06Q30/0255 ,  G06Q50/01

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：US11687866B2

公开(公告)日：2023-06-27

申请号：US16941173

申请日：2020-07-28

Applicant: Verint Americas Inc.

Inventor： James G. Nies ,  Joseph Watson ,  Oren Stern ,  Martin McCreesh

IPC: G06Q10/0639

CPC classification number: G06Q10/06398

Abstract: Systems and methods of automated personalized guidance include the evaluation of interaction content data. At least one automated guidance is assigned to an agent based upon the evaluation. The automated guidance is defined by at least one interaction type and at least one guidance trigger. Interaction content data is monitored to identify instances of the interaction type and the guidance trigger. Upon identification of the interaction type and the guidance trigger, the automated guidance is automatically provided. The automated guidance is then evaluated based upon the interaction content data.

公开(公告)号：US11681416B2

公开(公告)日：2023-06-20

申请号：US16850315

申请日：2020-04-16

Applicant: Verint Americas Inc.

Inventor： Timothy James Hewitt

IPC: G06F3/0484 ,  G06F16/955 ,  G06F40/40 ,  G06N5/043 ,  H04L67/02 ,  G06F16/9535 ,  G06F40/00 ,  G06F16/242 ,  H04L67/50 ,  G10L15/22

CPC classification number: G06F3/0484 ,  G06F16/243 ,  G06F16/9535 ,  G06F16/9558 ,  G06F40/00 ,  G06F40/40 ,  G06N5/043 ,  H04L67/02 ,  H04L67/535 ,  G10L15/22

Abstract: Systems and methods are provided for dynamically adjusting a website of an entity using information that has been received, stored, gathered, and/or otherwise obtained about what people want to find on the entity's website. A website may be dynamically adjusted using trending information. Dynamically adjusting may comprise generating and presenting links on the website to webpages in order of volume over a defined time threshold, or by variance over a standard volume over a longer established time frame. Dynamically adjusting the website may comprise providing an element on a website for what is most urgent to customers. A unit associated with a website may be monitored, and when the unit volume or activity starts to spike beyond normal expectations, then information about the unit is proactively and/or preemptively offered on the website, or a webpage of the website, without ever having a conversation with a user.

公开(公告)号：US11663253B2

公开(公告)日：2023-05-30

申请号：US16694532

申请日：2019-11-25

Applicant: Verint Americas Inc.

Inventor： Tanya Miller ,  Mark Zartler

IPC: G06F16/33

CPC classification number: G06F16/3338

Abstract: Various embodiments are described which leverage techniques for breaking down critical ideas from an inputted phrase into concepts in order to provide a response that is more relevant to the inputted phrase. In this regard, concepts and/or concept patterns are utilized with information retrieval searching to provide more relevant and concise documents in response to an inputted phrase. In addition, concepts and/or concept patterns are utilized with respect to assessing information (e.g., documents) available in a knowledge base and building appropriate pre-defined responses to an inputted phrase.

公开(公告)号：US11601350B2

公开(公告)日：2023-03-07

申请号：US17840682

申请日：2022-06-15

Applicant: Verint Americas Inc.

Inventor： Stephen McSwiggan

IPC: G06F15/16 ,  H04L43/045 ,  H04L45/302 ,  H04L41/5061 ,  H04L41/5022 ,  G06Q30/016 ,  G06Q10/00 ,  H04L41/5074

Abstract: The present invention allows a user to review the routing of various communications. The system receives incoming communications for analysis by a smart routing engine (SRE) software module. The SRE module analyzes the communication at various system routing points, which is used by SRE to route the communication to an appropriate party. The SRE updates a routing log at each point to ensure a record of the reasons for routing the communication in a certain way. The routing log passes with the communication. This ensures that the ultimate recipient of the communication understands why they have received the communication and reduces the time required for a communication to be acted upon.