公开(公告)号：US09747167B2

公开(公告)日：2017-08-29

申请号：US14191837

申请日：2014-02-27

Applicant: NICE-SYSTEMS LTD.

Inventor： Tal Zur ,  Efim Kolodizner

IPC: G06F11/00 ,  G06F11/14

CPC classification number: G06F11/1441

Abstract: System and method for persistency free management of media storage including, during routine operation: continuously receiving streams of data; storing the streams of data in corresponding files in a non-volatile storage; including in the files a tag indicating whether the file is categorized as active or inactive; and when recovering from a crash: generating a list of active files by scanning the files and identifying active files. System and method for recovering after controller crash may include: during routine operation: continuously handling by the controller processes related to media metadata, by sending commands to a controlled device; sending state parameters related to the processes to the controlled device; and when recovering from the crash: retrieving the state parameters from the controlled device.

公开(公告)号：US09674362B2

公开(公告)日：2017-06-06

申请号：US14868790

申请日：2015-09-29

Applicant: NICE-SYSTEMS LTD.

Inventor： Natalia Beatriz Piaggio ,  Leonard Michael Newnham

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

CPC classification number: H04M3/5191 ,  G06Q30/0201 ,  H04M3/5141

Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.

公开(公告)号：US09620123B2

公开(公告)日：2017-04-11

申请号：US13875317

申请日：2013-05-02

Applicant: NICE-SYSTEMS LTD.

Inventor： Shahar Faians ,  Avraham Lousky ,  Elad Hoffman ,  Alon Moshe Sabban ,  Jade Tarni Kahn ,  Roie Mandler

IPC: G10L15/00 ,  G10L17/04

CPC classification number: G10L17/04 ,  G06Q30/0185 ,  G10L17/06 ,  G10L17/22 ,  H04L63/0861

Abstract: Some aspects of the invention may include a computer-implemented method for enrolling voice prints generated from audio streams, in a database. The method may include receiving an audio stream of a communication session and creating a preliminary association between the audio stream and an identity of a customer that has engaged in the communication session based on identification information. The method may further include determining a confidence level of the preliminary association based on authentication information related to the customer and if the confidence level is higher than a threshold, sending a request to compare the audio stream to a database of voice prints of known fraudsters. If the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer and enrolling the voice print in a customer voice print database.

公开(公告)号：US09607618B2

公开(公告)日：2017-03-28

申请号：US14571347

申请日：2014-12-16

Applicant: NICE-SYSTEMS LTD

Inventor： Maor Nissan ,  Ronny Bretter

IPC: G10L15/183 ,  G10L15/187 ,  G10L15/14

CPC classification number: G10L15/183 ,  G10L15/146 ,  G10L15/187

Abstract: A method for adapting a speech recognition system for out-of-vocabulary, comprising, decoding by a hybrid speech recognition a speech including out-of-vocabulary terms, thereby generating graphemic transcriptions of the speech with a mixture of recognized in-vocabulary words and unrecognized sub-words, while keeping a track of the decoded segments of the speech, determining in the transcription sequences of sub-words as candidate out-of-vocabulary words based on a first condition with respect to lengths of the sequences of sub-words and a second condition with respect to the number of repetitions of the sequences, audibly presenting to a user the candidate out-of-vocabulary words from the corresponding segments of the speech according to the track, and receiving from the user indications of valid words corresponding to audible presentations of the sequences of sub-words in the candidate out-of-vocabulary words, and training a speech recognition to additionally recognize the candidate out-of-vocabulary words, thereby adapting the speech recognition to recognize out-of-vocabulary words, wherein the method is performed on an at least one computerized apparatus configured to perform the method, and an apparatus for performing the same.

公开(公告)号：US09564122B2

公开(公告)日：2017-02-07

申请号：US14224086

申请日：2014-03-25

Applicant: NICE-SYSTEMS LTD

Inventor： Ronny Bretter ,  Shimrit Artzi ,  Maor Nissan

IPC: G10L15/00 ,  G06F17/27

CPC classification number: G10L15/00 ,  G06F17/2785 ,  G10L15/065 ,  G10L15/183

Abstract: A method for adapting a language model for a context of a domain, comprising obtaining textual contents from a large source by a request directed to the context of the domain, discarding at least a part of the textual contents that contain textual terms determined as irrelevant to the context of the domain, thereby retaining, as retained data, at least a part of the textual contents that contain textual terms determined as relevant to the context of the domain, and adapting the language model by incorporating therein at least a part of the textual terms of the retained data, wherein the method is performed on an at least one computerized apparatus configured to perform the method and equipped for communication with the large source, and an apparatus for performing the same.

Abstract translation: 一种用于适应域的上下文的语言模型的方法，包括通过针对所述域的上下文的请求从大来源获取文本内容，丢弃包含被确定为不相关的文本术语的文本内容的至少一部分 从而保留作为保留数据的文本内容的至少一部分文本内容，该文本内容包含与域的上下文相关的文本术语，并且通过在其中并入至少一部分文本来适应语言模型 所述保留数据的条件，其中，所述方法在被配置为执行所述方法并被配备为与所述大源进行通信的至少一个计算机化装置上执行，以及用于执行所述方法的装置。

公开(公告)号：US09430800B2

公开(公告)日：2016-08-30

申请号：US13713009

申请日：2012-12-13

Applicant: NICE-SYSTEMS LTD

Inventor： Gudmundur Kristjansson ,  Daniël te Winkel ,  Moshe Wasserblat ,  Cromwell Fraser ,  Steve Logalbo ,  Bastiaan Schönhage ,  Bram Nachtegaal ,  Yaron Morgenstern ,  Jeroen Vink ,  Oren Pereg

IPC: G06F17/30 ,  G06Q40/04

CPC classification number: G06Q40/04

Abstract: The subject matter discloses a method for trade interaction chain reconstruction comprising: identifying a swap deal, the swap deal includes two or more of the received interactions and involves two or more participants; selecting a first interaction of the received interactions, said first interaction involves at least two participants of the two or more participants, said first interaction is stored on a computerized device; obtaining a first plurality of interactions of the received interactions that involve the at least two participants of the two or more participants; determining a first plurality of relevance scores between the first plurality of interactions and the first interaction; and associating interactions of the first plurality of interactions to be relevant to the swap deal according to the determined first plurality of relevance scores.

Abstract translation: 该主题公开了一种用于贸易交互链重建的方法，包括：识别掉交易，交换协议包括所接收的交互中的两个或更多个并且涉及两个或更多个参与者; 选择所接收的交互的第一交互，所述第一交互涉及所述两个或多个参与者的至少两个参与者，所述第一交互被存储在计算机化的设备上; 获得涉及所述两个或更多参与者的至少两个参与者的所接收到的交互的第一多个交互; 确定所述第一多个交互和所述第一交互之间的第一多个相关性得分; 以及根据所确定的第一多个相关性得分将所述第一多个交互的交互与所述交换交易相关联。

公开(公告)号：US20160239805A1

公开(公告)日：2016-08-18

申请号：US14623775

申请日：2015-02-17

Applicant: NICE-SYSTEMS LTD.

Inventor： David GEFFEN ,  Eshay Livne ,  Omer Abramovich ,  Eyal Eshel

IPC: G06Q10/10 ,  G10L13/04 ,  G06F3/16

CPC classification number: G06Q10/10 ,  G06F3/167 ,  G10L13/08

Abstract: A computerized system for summarizing agreements between two or more parties, comprises one or more processors. The processors may be configured to capture data relating to the agreement, such as agent screen data during an interaction with a customer. The data may be captured in successive capture operations each in response to an event, such as an agent key press or data entry. The captured data may be used to prepare a continuous text summarizing the agreement. An audio summary of the agreement may be derived from the text and played to at least one of the parties.

Abstract translation: 用于总结两个或多个方之间的协议的计算机化系统包括一个或多个处理器。 处理器可以被配置为捕获与协议有关的数据，例如在与客户交互期间的代理屏幕数据。 响应于诸如代理键按压或数据输入的事件，可以在连续的捕获操作中捕获数据。 捕获的数据可用于准备一个概述协议的连续文本。 该协议的音频摘要可以从文本中得出，并发送给至少一方。

公开(公告)号：US09401990B2

公开(公告)日：2016-07-26

申请号：US14067071

申请日：2013-10-30

Applicant: NICE SYSTEMS LTD.

Inventor： Michael Teitelman ,  Leon Portman

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M3/51 ,  H04M2201/40 ,  H04M2203/403 ,  H04M2203/404

Abstract: A system, device and method is provided for handling customer-agent interactions. An unsuccessful interaction may be detected between a customer and a first agent unable to resolve a problem. A successful interaction may be detected between the customer and a second agent that resolves the problem. The first agent may be sent a report summarizing the successful interaction by the second agent.

公开(公告)号：US09396448B2

公开(公告)日：2016-07-19

申请号：US14022937

申请日：2013-09-10

Applicant: NICE-SYSTEMS LTD.

Inventor： Roi Amir ,  Yosef Golan ,  Zach Beniash ,  Eyal Strassburg ,  Michal Bar

IPC: G06F17/30 ,  G06Q10/06

CPC classification number: G06Q10/06 ,  G06Q10/10

Abstract: A system or method may receive, on a distributed computing system comprising a plurality of computing nodes, raw interaction data describing at least one interaction between two or more parties. The distributed computing may implement a map-reduce algorithm to map the raw interaction data into one or more entities, wherein each entity describes an attribute of an interaction. The distributed computing system my further update an interaction table to include each of the entities, wherein entities describing attributes of the same interaction are correlated.

Abstract translation: 系统或方法可以在包括多个计算节点的分布式计算系统上接收描述两个或多个方之间的至少一个交互的原始交互数据。 分布式计算可以实现地图缩小算法以将原始交互数据映射到一个或多个实体中，其中每个实体描述交互的属性。 分布式计算系统我进一步更新交互表以​​包括每个实体，其中描述相同交互的属性的实体是相关的。

公开(公告)号：US20160191865A1

公开(公告)日：2016-06-30

申请号：US14585409

申请日：2014-12-30

Applicant: NICE-SYSTEMS LTD.

Inventor： Marina BEISER ,  Daphna Idelson ,  Doron Girmonski

IPC: H04N7/18 ,  G06K9/00

CPC classification number: G06K9/00221 ,  G06K9/00778

Abstract: A system and method for estimating an expected waiting time for a person entering a queue may receive image data captured from at least one image capture device during a period of time prior to the person entering the queue; calculate, based on the image data, one or more prior waiting time estimations, a queue handling time estimation, and a queue occupancy; assign a module weight to each of the one or more prior waiting time estimations and to the queue handling time estimation; generate, based on at least the calculations of the one or more prior waiting time estimations, the queue handling time estimation, and the respective module weights, a recent average handling time for the prior period of time; and determine the expected waiting time based on the recent average handling time and the queue occupancy.

Abstract translation: 用于估计进入队列的人的预期等待时间的系统和方法可以在人进入队列之前的一段时间期间接收从至少一个图像捕获装置获取的图像数据; 基于图像数据计算一个或多个在先的等待时间估计，队列处理时间估计和队列占用; 为一个或多个先前的等待时间估计和队列处理时间估计中的每一个分配模块权重; 至少基于所述一个或多个在先的等待时间估计的计算，生成所述队列处理时间估计和相应的模块权重，所述前一时间段的最近平均处理时间; 并根据最近的平均处理时间和队列占有率确定预期的等待时间。