公开(公告)号：US10445115B2

公开(公告)日：2019-10-15

申请号：US13865789

申请日：2013-04-18

Applicant: Verint Americas Inc.

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

IPC: G06F3/0488 ,  G06F9/451 ,  G06F3/16 ,  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：US10419613B2

公开(公告)日：2019-09-17

申请号：US16215834

申请日：2018-12-11

Applicant: VERINT AMERICAS INC.

Inventor： Christopher Douglas Blair

IPC: H04M3/51 ,  G06Q10/06 ,  G06Q10/10 ,  H04M3/42

Abstract: A communication session analyzer is integrated or otherwise coupled to an audio player to generate a system for analyzing voice-based communication sessions. Embodiments of the system also include a data store and an output device, respectively. The analyzer identifies a communication session attribute. An automated or human reviewer of a stored communication session forwards an assessment for an observed communication session. The data store receives and stores the communication session attribute with the assessment in a common format. Alternatively, an output device generates a representation that includes the communication session attribute and the assessment. When customer feedback is available for a particular communication session, the system identifies the communication session as one that should be reviewed. Once an internal reviewer indicates that the review/assessment is complete, the system presents communication session attributes together with the session assessments from both the internal reviewer and the customer.

公开(公告)号：US10379712B2

公开(公告)日：2019-08-13

申请号：US14980388

申请日：2015-12-28

Applicant: Verint Americas Inc.

Inventor： Fred A Brown ,  Eli D. Snavely ,  Tanya M Miller ,  Charles C Wooters ,  Bryan Michael Culley

IPC: G06F3/0481 ,  G06F3/0484 ,  G06F3/16 ,  H04L12/58

Abstract: A conversation user interface enables users to better understand their interactions with computing devices, particularly when speech input is involved. The conversation user interface conveys a visual representation of a conversation between the computing device, or virtual assistant thereon, and a user. The conversation user interface presents a series of dialog representations that show input from a user (verbal or otherwise) and responses from the device or virtual assistant. Associated with one or more of the dialog representations are one or more graphical elements to convey assumptions made to interpret the user input and derive an associated response. The conversation user interface enables the user to see the assumptions upon which the response was based, and to optionally change the assumption(s). Upon change of an assumption, the conversation GUI is refreshed to present a modified dialog representation of a new response derived from the altered set of assumptions.

公开(公告)号：US10367939B2

公开(公告)日：2019-07-30

申请号：US15977721

申请日：2018-05-11

Applicant: Verint Americas Inc.

Inventor： Neil Eades

IPC: H04M3/51 ,  H04M3/42 ,  H04M3/533

Abstract: The present system and method allow a customer service agent to preview an audio file of a customer's interaction with an interactive voice response (IVR) system before taking the call. While customer voice commands are typically used to navigate through an IVR system to reach an appropriate agent, the present system and method record the customer's voice commands in response to IVR prompts as an audio file and provide them to the agent before she or he takes the call. The agent may play the audio file on a customer engagement center desktop.

公开(公告)号：US20190068728A1

公开(公告)日：2019-02-28

申请号：US16113712

申请日：2018-08-27

Applicant: VERINT AMERICAS INC.

Inventor： Ryan Schneider ,  James DelloStritto ,  Sameer Siddiqui

IPC: H04L29/08

Abstract: Systems and methods directed to intelligent network communication and engagement during interaction with a consumer device. The progress of the consumer/consumer device can be tracked during interaction to make a decision to intervene based on one or more factors. The intervention may include invoking an appropriate, personalized request to the consumer for support. A consumer device can be employed to shop for a product via a mobile application provided by a retailer. For example, if the client has placed an item in a shopping cart, but does not completed the transaction, the context service can track events associated with the interaction and using an analysis service, and determine an appropriate time and/or manner to communicatively engage the user. As such, the context service can mimic a brick and mortar sales experience where sales associates determine the appropriate time to interact with a client who appears confused.

公开(公告)号：US20180352086A1

公开(公告)日：2018-12-06

申请号：US15977721

申请日：2018-05-11

Applicant: Verint Americas Inc.

Inventor： Neil Eades

IPC: H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5166 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/53358 ,  H04M2203/303

Abstract: The present system and method allow a customer service agent to preview an audio file of a customer's interaction with an interactive voice response (IVR) system before taking the call. While customer voice commands are typically used to navigate through an IVR system to reach an appropriate agent, the present system and method record the customer's voice commands in response to IVR prompts as an audio file and provide them to the agent before she or he takes the call. The agent may play the audio file on a customer engagement center desktop.

公开(公告)号：US10142645B2

公开(公告)日：2018-11-27

申请号：US15830931

申请日：2017-12-04

Applicant: Verint Americas Inc.

Inventor： Francois Morin

IPC: H04N7/18 ,  H04N19/46 ,  H04N9/79 ,  H04N5/77 ,  H04N9/804 ,  H04N9/82 ,  G11B27/32 ,  H04N19/85 ,  H04N9/80

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：US10109297B2

公开(公告)日：2018-10-23

申请号：US14467221

申请日：2014-08-25

Applicant: Verint Americas Inc.

Inventor： Fred Brown ,  Tanya M Miller ,  Mark Zartler ,  Scott Buzan

IPC: G09B5/00 ,  G10L25/48 ,  G06F17/30 ,  G06F17/28 ,  G10L15/18 ,  G06N5/02

Abstract: A virtual assistant may communicate with a user in a conversational manner based on context. For instances, a virtual assistant may be presented to a user to enable a conversation between the virtual assistant and the user. A response to user input that is received during the conversation may be determined based on contextual values related to the conversation or system that implements the virtual assistant.

公开(公告)号：US20180293875A1

公开(公告)日：2018-10-11

申请号：US15809254

申请日：2017-11-10

Applicant: Verint Americas Inc.

Inventor： Kurt Heier ,  Derek Shoaf

IPC: G08B25/00 ,  G06F17/30 ,  G08B13/196 ,  G06F17/15

CPC classification number: G08B25/004 ,  G06F17/15 ,  G06F17/30035 ,  G06F17/30064 ,  G06F17/30522 ,  G06F17/30554 ,  G06F17/30557 ,  G06Q50/00 ,  G08B13/19645 ,  G08B31/00

Abstract: A system and method for investigating crimes occurring at locations that are communicatively connected by a central server is disclosed. The investigation is highly automated and obtains evidence using computer aided searches of historic surveillance data gathered at locations within a computer search area. The investigation also utilizes active searches of real-time surveillance data gathered at the locations in response to a be-on-the-look-out (BOLO) alert sent to the locations from the central server. Based on evidence obtained from these searches, the search area may be updated and the searches may be repeated to follow a moving crime pattern/route. In addition, the information provided from the searches may facilitate the prediction of a location that is likely to experience a crime in the future. Accordingly, the central server may transmit a high alert to the predicted location.

公开(公告)号：US10055681B2

公开(公告)日：2018-08-21

申请号：US14069074

申请日：2013-10-31

Applicant: Verint Americas Inc.

Inventor： Fred A Brown ,  Tanya M Miller ,  Megan Brown ,  Verlie Thompson

IPC: G06F3/048 ,  G06N3/00 ,  H04M3/527 ,  G06F17/28 ,  G10L15/26

CPC classification number: G06N3/006 ,  G06F17/28 ,  G06N3/008 ,  G10L15/26 ,  H04M3/527

Abstract: Techniques for mapping actions and objects to tasks may include identifying a task to be performed by a virtual assistant for an action and/or object. The task may be identified based on a task map of the virtual assistant. In some examples, the task may be identified based on contextual information of a user, such as a conversation history, content output history, user preferences, and so on. The techniques may also include customizing a task map for a particular context, such as a particular user, industry, platform, device type, and so on. The customization may include assigning an action, object, and/or variable value to a particular task.