公开(公告)号：US20220114534A1

公开(公告)日：2022-04-14

申请号：US17560568

申请日：2021-12-23

Applicant: Verint Americas Inc.

Inventor： Edward Hamilton

IPC: G06Q10/06

Abstract: A method for workforce scheduling by a computer system is provided. The method includes receiving a first workforce schedule describing initial assignments of a plurality of workers to a plurality of shifts, each shift comprising one or more work activities, each work activity comprising an activity and a time interval, and storing the first workforce schedule in a memory. The method also includes receiving a cell size associated with each activity, and determining a quantity of workers in each work activity associated with each activity in the first workforce schedule. The method further includes determining cell size violations by dividing the quantity of workers assigned to each work activity by the cell size for the activity associated with the work activity. The method also includes modifying the first workforce schedule to minimize cell size violations, resulting in a second workforce schedule, and storing the second workforce schedule in the memory.

公开(公告)号：US11288451B2

公开(公告)日：2022-03-29

申请号：US16513073

申请日：2019-07-16

Applicant: Verint Americas Inc.

Inventor： Ian Beaver

IPC: G06F40/253

Abstract: As described herein, a system for expanding contractions in electronically stored text includes expanding contractions having only on expanded form. For remaining contractions, a grammar check is performed for all possible expanded forms to determine if an expanded form can be selected based on context and grammar rules. If an expanded form is not evident from the first two steps, all possible expanded forms of the remaining contractions are converted to a vector representation along with the original text. A Word Movers Distance (WMD) for each possible expansion is calculated using the vectors for each possible expansion and the original text. An expanded form is chosen without human intervention based on the grammar score alone or the WMD and the grammar score.

公开(公告)号：US11270082B2

公开(公告)日：2022-03-08

申请号：US16528861

申请日：2019-08-01

Applicant: Verint Americas Inc.

Inventor： Timothy Seegan ,  Ian Beaver

IPC: G06F40/40 ,  G06F40/253 ,  G06F40/30 ,  G06N3/08 ,  H04L12/58 ,  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：US11232264B2

公开(公告)日：2022-01-25

申请号：US16657550

申请日：2019-10-18

Applicant: Verint Americas Inc.

Inventor： Timothy James Hewitt

IPC: G06F40/30 ,  G06F40/205 ,  G06F17/18

Abstract: A non-ontological hierarchy for language models is based on established psycholinguistic and neuro-linguistic evidences. By using non-ontological hierarchies, a more natural understanding of user's inputs and intents improve toward a better potential for producing intelligent responses in a conversational situation.

公开(公告)号：US11099867B2

公开(公告)日：2021-08-24

申请号：US16600695

申请日：2019-10-14

Applicant: Verint Americas Inc.

Inventor： Fred A. Brown ,  Tanya M. Miller ,  Richard Morris

IPC: G06F3/16 ,  G06F9/451 ,  G06F3/0488 ,  G06Q10/02 ,  G06F3/0482 ,  G06F3/0486

Abstract: Conversation user interfaces that are configured for virtual assistant interaction may include contextual interface items that are based on contextual information. The contextual information may relate to a current or previous conversation between a user and a virtual assistant and/or may relate to other types of information, such as a location of a user, an orientation of a device, missing information, and so on. The conversation user interfaces may additionally, or alternatively, control an input mode based on contextual information, such as an inferred input mode of a user or a location of a user. Further, the conversation user interfaces may tag conversation items by saving the conversation items to a tray and/or associating the conversation items with indicators.

公开(公告)号：US20210248541A1

公开(公告)日：2021-08-12

申请号：US17180440

申请日：2021-02-19

Applicant: Verint Americas Inc.

Inventor： Kurt Heier

IPC: G06Q10/06

Abstract: A method of workforce optimization includes acquiring video data. The video data is obtained from a plurality of video cameras in a facility comprising a plurality of departments. A customer load for each of the plurality of departments is identified. A location of each of a plurality of employees in the facility is identified. A customer-to-employee ratio is determined for each department. The determined customer-to-employee ratio for each department is provided to a computing device. At least one employee deployment notification is provided from the computing device to another computing device.

公开(公告)号：US11080489B2

公开(公告)日：2021-08-03

申请号：US16356091

申请日：2019-03-18

Applicant: Verint Americas Inc.

Inventor： Abhinav Aggarwal ,  Ian Roy Beaver ,  Cynthia Freeman ,  Jonathan Patrick Merriman

IPC: G06F40/30 ,  G06N20/00 ,  G06F17/12

Abstract: A method of determining influence of language elements in script to an overall classification of the script includes performing a sentiment analysis of the language elements. In some instances, for example, in a conversation, the language elements and turns within the conversation (e.g., in a chat bot) are analyzed for their influence in escalation or non-escalation of the conversation to a higher level of resolution, e.g., to a human representative or manager.

公开(公告)号：US20210133394A1

公开(公告)日：2021-05-06

申请号：US17148685

申请日：2021-01-14

Applicant: Verint Americas Inc.

Inventor： Timothy James Hewitt ,  Joseph Wayne Dumoulin

IPC: G06F40/211 ,  G06F40/253 ,  G06F40/284 ,  G06F40/232

Abstract: Experiential parsing (EP) is a technique for natural language parsing that falls into the category of dependency parsing. EP supports applications that derive meaning from chat language. An experiential language model parses chat data, and uses documented experiences with language without using automatic natural language processing (NLP) methods. A descriptive grammar is built at word level rather than a prescriptive grammar at phrase level. The experiential model is designed to understand that word “A” associates with word “B” by function “C”. The experiential model understands the relationship between words, independent of whether or not the overall phrase structure is grammatical. A high accuracy of producing the syntactic roles (such as main verb, direct object, etc.) is attained even when confronted with a variety of agrammatical inputs.

公开(公告)号：US20210027305A1

公开(公告)日：2021-01-28

申请号：US17066967

申请日：2020-10-09

Applicant: Verint Americas Inc.

Inventor： Scott Mackie

IPC: G06Q30/00 ,  G06Q30/02 ,  G06F16/93 ,  H04M3/51

Abstract: The present invention is a system and method for organizing and integrating electronic customer service resources. A CEC system from a customer interaction receives data from a customer interaction and analyzes the data using a CAE incorporating a set of analytics rules before selecting a customer service module or a document from a document database based on the analysis. This data analysis and module or document selection repeats until all data received by the CEC system has been analyzed.

公开(公告)号：US20200314257A1

公开(公告)日：2020-10-01

申请号：US16848329

申请日：2020-04-14

Applicant: Verint Americas Inc.

Inventor： Roderick Matheson

IPC: H04N1/00 ,  H04N5/232 ,  H04N7/18 ,  G06F3/14 ,  H04L12/24

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.