公开(公告)号：US11514251B2

公开(公告)日：2022-11-29

申请号：US16903916

申请日：2020-06-17

Applicant: Verint Americas Inc.

Inventor： Cynthia Freeman

IPC: G06F40/47 ,  G06F40/279

Abstract: In an implementation, a method for detecting anomalies in textual items is provided. The method includes: receiving a first plurality of textual items by a computing device; training a language model using the received first plurality of textual items by the computing device; after training the language model, receiving a second plurality of textual items by the computing device; calculating a cross-entropy for each textual item in the second plurality of textual items by the computing device using the language model; and detecting an anomaly in at least one of the textual items of the second plurality of textual items by the computing device using the calculated cross-entropies.

公开(公告)号：US20220309421A1

公开(公告)日：2022-09-29

申请号：US17840304

申请日：2022-06-14

Applicant: Verint Americas Inc.

Inventor： Jason Fama ,  Michael Zeoli ,  Edward Hamilton

IPC: G06Q10/06

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：US20220305085A1

公开(公告)日：2022-09-29

申请号：US17838461

申请日：2022-06-13

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver

IPC: A61K38/18 ,  A61K31/198 ,  A61K31/215 ,  A61K31/216 ,  A61K31/401 ,  A61K31/41 ,  G06N20/00 ,  G06F40/289

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：US20220253770A1

公开(公告)日：2022-08-11

申请号：US17665552

申请日：2022-02-06

Applicant: VERINT AMERICAS INC.

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

IPC: G06Q10/06 ,  G06Q10/10

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.

公开(公告)号：US11381482B2

公开(公告)日：2022-07-05

申请号：US15645726

申请日：2017-07-10

Applicant: Verint Americas Inc.

Inventor： Stephen McSwiggan

IPC: G06F15/16 ,  H04L43/045 ,  H04L45/302 ,  H04L41/5061 ,  H04L41/5022 ,  G06Q30/00 ,  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.

公开(公告)号：US11379800B2

公开(公告)日：2022-07-05

申请号：US17012728

申请日：2020-09-04

Applicant: Verint Americas Inc.

Inventor： Edward Hamilton ,  Kaushik Deka

IPC: G06Q10/10 ,  G06Q10/04 ,  G06Q10/06

Abstract: A system and method schedule work within a workflow with defined process goals. A plurality of work queues are defined that comprise work items. The plurality of work queues are associated with one or more links between a parent work queue and at least one child work queue to form at least one work process. At least one work process goal is defined for each work process. A work schedule to achieve the work process goals is generated.

公开(公告)号：US20220201118A1

公开(公告)日：2022-06-23

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：US11363286B2

公开(公告)日：2022-06-14

申请号：US17127617

申请日：2020-12-18

Applicant: Verint Americas Inc.

Inventor： Francois Morin

IPC: H04N19/46 ,  H04N19/85 ,  H04N9/79 ,  G11B27/32 ,  H04N5/77 ,  H04N9/804 ,  H04N9/82 ,  G11B27/00 ,  H04N19/48 ,  H04N19/50 ,  H04N19/60 ,  H04N19/61

Abstract: A method of video operations includes generating derivative byproducts related to encoded video captured of a scene, initializing a first operation based on the encoded video, and initializing a second operation different from the first operation based on the derivative byproducts.

公开(公告)号：US20220150191A1

公开(公告)日：2022-05-12

申请号：US17580168

申请日：2022-01-20

Applicant: Verint Americas Inc.

Inventor： Jennifer L. Snell

IPC: H04L51/02 ,  G06Q30/00 ,  G06Q30/02 ,  G06Q50/00

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：US11307624B2

公开(公告)日：2022-04-19

申请号：US16453546

申请日：2019-06-26

Applicant: Verint Americas Inc.

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

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

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.