公开(公告)号：US20240036893A1

公开(公告)日：2024-02-01

申请号：US17815685

申请日：2022-07-28

Applicant: Verint Americas Inc.

Inventor： Ian Beaver ,  Vladislav Luzin

IPC: G06F9/451 ,  G06Q30/00 ,  G06F40/40

CPC classification number: G06F9/453 ,  G06Q30/016 ,  G06F40/40

Abstract: An intelligent virtual assistant (IVA) is deployed to place a call/chat to customer service on behalf of the customer, thus saving them time and frustration. The IVA contacts a specific company over one or more channels, for example, chat, phone call, Application Programming Interface (API), or email, in order to complete open-ended task(s) requested by its user. Before the IVA contacts the company, a specific user profile is injected into an IVA dialog state. The IVA contacts the company or agency and answers customer service agent (CSA) questions by using the specific user profile provided for the call. The IVA then stores the task outcome for the user to review. If something prevents the task from succeeding, the IVA alerts the user that either it needs more information or the user may need to perform some action before the task can be completed, such as filling out or emailing a form.

公开(公告)号：US20240020545A1

公开(公告)日：2024-01-18

申请号：US17812312

申请日：2022-07-13

Applicant: Verint Americas Inc.

Inventor： Jonathan Silverman ,  Nicholas Mortimer ,  Cynthia Freeman

IPC: G06N5/02

CPC classification number: G06N5/022

Abstract: The present disclosure describes methods and systems for selecting the forecasting algorithm to use for a prediction based on motifs. A motif is a pattern of interval values that is found to repeat in time series data. Time series data that includes historical demand data (e.g., average communication volume) for an entity at various time intervals in the past is received. The time series data is processed to identify motifs. For each identified motif, the forecasting algorithm that best predicts the historical demand data for time intervals associated with the motif is determined. Later, when the entity desires to receive a forecast for a future time interval, the motif associated with the future time interval is determined. The forecasting algorithm determined to best predict demand for the determined motif is then used to predict the demand for the future time interval.

公开(公告)号：US20240007429A1

公开(公告)日：2024-01-04

申请号：US18215319

申请日：2023-06-28

Applicant: Verint Americas Inc.

Inventor： Chris Schnurr ,  Curtis Cunningham ,  Chris O'Donnell ,  Senan Burgess

IPC: H04L51/224 ,  H04L9/40 ,  H04L69/22

CPC classification number: H04L51/224 ,  H04L63/168 ,  H04L69/22

Abstract: A realtime contextual event notification system that ingests events as streams from any authorized entity applies rules to the event streams, determines a context of an end-user who is a recipient of a targeted notification, and provides notifications to the end-user in accordance with the context. The event streams may come from multiple sources and rules may be applied to provide realtime contextual information associated with the end-user.

公开(公告)号：US20240004729A1

公开(公告)日：2024-01-04

申请号：US18217161

申请日：2023-06-30

Applicant: Verint Americas Inc.

Inventor： Paul Workman ,  Ryan Coram ,  Brendan Killen ,  Chris Schnurr

IPC: G06F9/54 ,  H04L9/40

CPC classification number: G06F9/542 ,  H04L63/0884 ,  G06F9/547

Abstract: A real time contextual event notification system that ingests events as streams from any authorized entity applies rules to the event streams, determines a context of an end-user who is a recipient of a targeted notification, and provides notifications to the end-user in accordance with the context. The event streams may come from multiple sources and rules may be applied to provide real time contextual information associated with the end-user.

公开(公告)号：US11822888B2

公开(公告)日：2023-11-21

申请号：US16546941

申请日：2019-08-21

Applicant: Verint Americas Inc.

Inventor： Ian Beaver ,  Cynthia Freeman ,  Andrew T. Pham

IPC: G06F40/30 ,  G06F40/274 ,  G06F3/04817 ,  G06F3/0482 ,  H04L67/131 ,  H04L67/1001 ,  G10L15/22 ,  G06F16/903 ,  G10L15/30 ,  G10L15/32

CPC classification number: G06F40/30 ,  G06F3/0482 ,  G06F3/04817 ,  G06F40/274 ,  G10L15/22 ,  H04L67/1001 ,  H04L67/131 ,  G06F16/90335 ,  G10L15/30 ,  G10L15/32 ,  G10L2015/226

Abstract: Features, libraries, and techniques are provided herein for determining the kinds of relational language that are present. Applying audio, emojis, and sentiment shifts as features may be used to determine whether the customer is providing backstory, whether there is ranting, etc. Textual features may be considered, as well as audio features may be considered.

公开(公告)号：US11797594B2

公开(公告)日：2023-10-24

申请号：US17093722

申请日：2020-11-10

Applicant: Verint Americas Inc.

Inventor： Xinyu Chen ,  Ian Beaver

IPC: G06F16/35 ,  G06F16/36 ,  G06F40/289

CPC classification number: G06F16/355 ,  G06F16/367 ,  G06F40/289

Abstract: A set of documents related to a particular topic, industry, or entity are received. Sentences are extract from each document. The sentences are grouped into tuples of one, two, or three consecutive sentences (i.e., short text sequences). The sentence tuples are clustered based on vector representations of the sentences. For each cluster, a set of tuples that best represents or best fits the cluster is selected. These sentence tuples are fed to an ontology to determine ontological entities associated with each tuple. These determined ontological entities are associated with the clusters corresponding to each tuple. The sentence tuples associated with each cluster are labeled based on the ontological entities associated with the cluster. The labeled sentence tuples may then be used for a variety of purposes such as training a model to determine the topic of short text sequences.

公开(公告)号：US20230280887A1

公开(公告)日：2023-09-07

申请号：US18195413

申请日：2023-05-10

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

CPC classification number: G06F3/0484 ,  G06F16/9558 ,  G06F40/40 ,  G06N5/043 ,  H04L67/02 ,  G06F16/9535 ,  G06F40/00 ,  G06F16/243 ,  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 in response to determining that the usage of the monitored data source is greater than the baseline usage distribution or in response to determining that the usage of the monitored data source is not greater than the baseline usage distribution receiving NLP inputs of the user from the IVA and adjusting dynamic web content displayed on the website based on the NLP inputs.

公开(公告)号：US20230224403A1

公开(公告)日：2023-07-13

申请号：US17986245

申请日：2022-11-14

Applicant: Verint Americas Inc.

Inventor： Tim McCurry ,  Michael N. Mandato

IPC: H04M3/436

CPC classification number: H04M3/436 ,  H04M2203/6027

Abstract: A system for a graphical user interface for fraud detection for a call center system includes a processor and a visual display in communication with the processor. The processor causes the visual display to present an identifier corresponding to a communication received; a graphical representation of a threat risk associated with the identifier; a numeric score associated with the threat risk, wherein the numeric score is a weighted score based on a plurality of predetermined factors updated substantially continuously.

公开(公告)号：US11699112B2

公开(公告)日：2023-07-11

申请号：US17840304

申请日：2022-06-14

Applicant: Verint Americas Inc.

Inventor： Jason Fama ,  Michael Zeoli ,  Edward Hamilton

IPC: G06Q10/0631 ,  G06Q10/063

CPC classification number: G06Q10/06311 ,  G06Q10/063116 ,  G06Q10/063 ,  G06Q10/0631

Abstract: Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises receiving a shift activity template; receiving an association between the shift activity template and at least one worker; and scheduling a plurality of schedulable objects. The scheduling is performed in accordance with a workload forecast and schedule constraints. Each of the schedulable objects is based on the shift activity template. The shift activity template describes a worker activity performed during a shift. The template has range of start times and a variable length for the activity. The activity is associated with a queue.

公开(公告)号：US20230199111A1

公开(公告)日：2023-06-22

申请号：US18110515

申请日：2023-02-16

Applicant: Verint Americas Inc.

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

IPC: H04M3/42 ,  H04L67/568 ,  H04M3/51 ,  G06F21/32 ,  G06F16/41 ,  H04M7/00 ,  G06F16/61 ,  G06V40/16 ,  G06F16/71 ,  H04L67/1036 ,  H04L65/1104 ,  H04M3/50 ,  H04L65/1066

CPC classification number: H04M3/42221 ,  H04L67/568 ,  H04M3/5191 ,  H04M3/5175 ,  G06F21/32 ,  G06F16/41 ,  H04M7/0051 ,  G06F16/61 ,  H04M3/5183 ,  G06V40/168 ,  H04M3/42314 ,  G06V40/172 ,  H04M3/51 ,  G06F16/71 ,  H04L67/1036 ,  H04L65/1104 ,  H04M3/50 ,  H04L65/1066 ,  H04M2203/558

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.