公开(公告)号：US11651704B2

公开(公告)日：2023-05-16

申请号：US16672959

申请日：2019-11-04

Applicant: Verint Americas Inc.

Inventor： Ashish Sood

IPC: G06F16/23 ,  G09B19/00 ,  G06N5/02

CPC classification number: G09B19/00 ,  G06F16/2379 ,  G06N5/027

Abstract: The present invention is a method and system for automatically producing a learning plan. Upon receiving at least one type of data input, the system analyzes the data input and produces a learning plan based on the results of the analysis of the data input. This process may be used to either generate or update a learning plan, and may be repeated to update an existing learning plan.

公开(公告)号：US11640584B2

公开(公告)日：2023-05-02

申请号：US15683368

申请日：2017-08-22

Applicant: Verint Americas Inc.

Inventor： Stephen McSwiggan

IPC: G06Q10/10 ,  G06N5/04 ,  G06Q10/06 ,  G06Q10/1093 ,  G06Q10/0631 ,  G06N5/046

Abstract: The present application includes a method and system for real-time predictive scheduling. The system receives information from at least one workload input and at least one personnel input, calculating an initial schedule based on the information and on analytics rules in a scheduling analytics engine. The system then allocates incoming workloads to customer service representatives according to the initial schedule, while monitoring adherence to the initial schedule by calculating deviation from schedule adherence. If the deviation from schedule adherence exceeds an acceptable deviation from schedule adherence within the analytics rules, the system calculates an updated schedule.

公开(公告)号：US20230126751A1

公开(公告)日：2023-04-27

申请号：US18089061

申请日：2022-12-27

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver

IPC: G06F40/35 ,  G06F40/253 ,  G06F40/55 ,  G06F18/24 ,  G06F18/214 ,  G06F18/243

Abstract: To prevent intent classifiers from potentially choosing intents that are ineligible for the current input due to policies, dynamic intent classification systems and methods are provided that dynamically control the possible set of intents using environment variables (also referred to as external variables). Associations between environment variables and ineligible intents, referred to as culling rules, are used.

公开(公告)号：US11636272B2

公开(公告)日：2023-04-25

申请号：US17586873

申请日：2022-01-28

Applicant: Verint Americas Inc.

Inventor： Timothy Seegan ,  Ian Roy Beaver

IPC: G06F40/40 ,  G06F40/253 ,  G06F40/30 ,  G06N3/08 ,  H04L51/02

Abstract: Hybrid natural language understanding (NLU) systems and methods are provided that capitalize on the strengths of the rule-based models and the statistical models, lowering the cost of development and increasing the speed of construction, without sacrificing control and accuracy. Two models are used for intent recognition, one statistical and one rule-based. Both models define the same set of intents, but the rule-based model is devoid of any grammars or patterns initially. Each model may or may not be hierarchical in that it may be composed of a set of specialized models that are in a tree form or it may be just a singular model.

公开(公告)号：US11595518B2

公开(公告)日：2023-02-28

申请号：US17099134

申请日：2020-11-16

Applicant: Verint Americas Inc.

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

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

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：US11588937B2

公开(公告)日：2023-02-21

申请号：US17694346

申请日：2022-03-14

Applicant: Verint Americas Inc.

Inventor： Scott Mackie ,  Alastair Grant

IPC: H04M3/436 ,  H04M3/51 ,  G06F16/2457 ,  H04M3/22 ,  G06F40/30

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

公开(公告)号：US11586980B2

公开(公告)日：2023-02-21

申请号：US16745490

申请日：2020-01-17

Applicant: Verint Americas Inc.

Inventor： Ian Beaver

IPC: G06F3/04812 ,  G06N20/00 ,  G06N3/006 ,  G06Q10/04

Abstract: Disclosed is a measure to collect and aggregate performance, sales, call center, custom KPI, and WA data in order to construct a model of correlations and causations between metrics to provide a means to measure associated costs of improving performance metrics for use in an interactive planning model. The interactive planning model allows for allocating budget across performance metrics, leveraging correlations and multiple cost models. The information is provided via a dashboard of IVA performance metrics and allows for comparison of real time IVA performance metrics to target metrics set by the IVA owner and incorporating KPIs provided by the WA owners.

公开(公告)号：US11568420B2

公开(公告)日：2023-01-31

申请号：US14084979

申请日：2013-11-20

Applicant: Verint Americas Inc.

Inventor： Christopher J. Jeffs ,  Dror Daniel Ziv ,  Scott Blacker ,  James G. Nies

IPC: G06Q30/00 ,  G06Q30/02 ,  H04M3/51

Abstract: Systems and methods of design, delivery, and analysis of customer feedback surveys include receiving interaction content. Interaction content is analyzed to identify at least one issue arising in the interaction content. A survey of a plurality of questions is automatedly created based upon the identified at least one issue. A delivery channel for the survey is determined. The survey is delivered through the determined delivery channel. A survey response with survey results data is received.

公开(公告)号：US11568175B2

公开(公告)日：2023-01-31

申请号：US16531350

申请日：2019-08-05

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver

IPC: G06K9/62 ,  G06F40/253 ,  G06F40/55 ,  G06F40/35 ,  G06F17/00

Abstract: To prevent intent classifiers from potentially choosing intents that are ineligible for the current input due to policies, dynamic intent classification systems and methods are provided that dynamically control the possible set of intents using environment variables (also referred to as external variables). Associations between environment variables and ineligible intents, referred to as culling rules, are used.

公开(公告)号：US11567914B2

公开(公告)日：2023-01-31

申请号：US16569984

申请日：2019-09-13

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver ,  Cynthia Freeman ,  Jonathan Merriman

IPC: G06F16/215 ,  G06F16/2458

Abstract: Disclosed are a framework and method for selecting an anomaly detection method for each of a plurality of class of time series based on characteristics a time series example that represents an expected form of data. The method provides classification of a given time series into one of known classes based on expected properties of the time series, filtering the set of possible detection methods based on the time series class, evaluating the remaining detection methods on the given time series using the specific evaluation metric and selecting and returning a recommended anomaly detection method based on the specific evaluation metric.