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公开(公告)号：US20200059558A1
公开(公告)日：2020-02-20
申请号：US16664904
申请日：2019-10-27
Inventor： Arnon Mazza , Avraham Faizakof , Amir Lev-Tov , Tamir Tapuhi , Yochai Konig
Abstract: A system and method are presented for configuring topic-specific chatbots. Clustering interaction transcripts between customers and agents of a contact center is performed to generated a plurality of interaction clusters. The clusters corresponding a topic. Topic-specific dialogue trees are extracted for each cluster. The trees comprise nodes connected by edges. The topic-specific dialogue tree is modified to generate a deterministic dialogue tree. The deterministic dialogue tree is used to configure a topic-specific chatbot to generate and automatically respond to messages regarding the topic.
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公开(公告)号：US20200007682A1
公开(公告)日：2020-01-02
申请号：US16567513
申请日：2019-09-11
Inventor： Tamir Tapuhi , Yochai Konig , Amir Lev-Tov , Avraham Faizakof , Yoni Lev
IPC: H04M3/493
Abstract: A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system.
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公开(公告)号：US10515150B2
公开(公告)日：2019-12-24
申请号：US14799369
申请日：2015-07-14
Inventor： Yoni Lev , Tamir Tapuhi , Avraham Faizakof , Amir Lev-Tov , Yochai Konig
Abstract: A method for configuring an automated, speech driven self-help system based on prior interactions between a plurality of customers and a plurality of agents includes: recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text; detecting, by the processor, a plurality of phrases in the recognized text; clustering, by the processor, the plurality of phrases into a plurality of clusters; generating, by the processor, a plurality of grammars describing corresponding ones of the clusters; outputting, by the processor, the plurality of grammars; and invoking configuration of the automated self-help system based on the plurality of grammars.
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公开(公告)号：US10319366B2
公开(公告)日：2019-06-11
申请号：US15478108
申请日：2017-04-03
Inventor： Amir Lev-Tov , Avraham Faizakof , Yochai Konig
Abstract: A method for predicting a speech recognition quality of a phrase comprising at least one word includes: receiving, on a computer system including a processor and memory storing instructions, the phrase; computing, on the computer system, a set of features comprising one or more features corresponding to the phrase; providing the phrase to a prediction model on the computer system and receiving a predicted recognition quality value based on the set of features; and returning the predicted recognition quality value.
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公开(公告)号：US10290301B2
公开(公告)日：2019-05-14
申请号：US15402070
申请日：2017-01-09
Inventor： Amir Lev-Tov , Avraham Faizakof , Yochai Konig
Abstract: A method including: receiving, on a computer system, a text search query, the query including one or more query words; generating, on the computer system, for each query word in the query, one or more anchor segments within a plurality of speech recognition processed audio files, the one or more anchor segments identifying possible locations containing the query word; post-processing, on the computer system, the one or more anchor segments, the post-processing including: expanding the one or more anchor segments; sorting the one or more anchor segments; and merging overlapping ones of the one or more anchor segments; and searching, on the computer system, the post-processed one or more anchor segments for instances of at least one of the one or more query words using a constrained grammar.
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Patent Agency Ranking
66.发明授权公开(公告)号：US10121116B2
公开(公告)日：2018-11-06
申请号：US14451322
申请日：2014-08-04
Inventor： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
Abstract: An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.
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公开(公告)号：US10061867B2
公开(公告)日：2018-08-28
申请号：US14586730
申请日：2014-12-30
Inventor： Yoni Lev , Avraham Faizakof , Amir Lev-Tov , Tamir Tapuhi , Yochai Konig
CPC classification number: G06F16/90332 , G06F16/358 , G06Q30/0281 , G06Q50/01
Abstract: A method for tracking known topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; initializing, by the processor, a collection of tracked topics to an empty collection; computing, by the processor, a similarity between each fragment of the fragments and each of the known topics; and adding, by the processor, a known topic of the known topics to the tracked topics in response to the similarity between a fragment and the known topic exceeding a threshold value.
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公开(公告)号：US10015315B2
公开(公告)日：2018-07-03
申请号：US15431385
申请日：2017-02-13
Inventor： Praphul Kumar , Yochai Konig , Ahmed Tewfik Bouzid , Ashish Thakkar , Leon Vymenets
CPC classification number: H04M3/5166 , H04M3/42144 , H04M3/42153 , H04M3/493 , H04M3/4933 , H04M3/51 , H04M3/5133 , H04M3/5191 , H04M2201/42 , H04M2203/402 , H04M2203/551
Abstract: Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.
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公开(公告)号：US09716792B2
公开(公告)日：2017-07-25
申请号：US14887276
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5191 , H04M3/5233 , H04M3/5235
Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
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公开(公告)号：US20170149977A1
公开(公告)日：2017-05-25
申请号：US15268513
申请日：2016-09-16
Inventor： Yochai Konig , Herbert Willi Artur Ristock
CPC classification number: H04M3/5233 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M2201/40 , H04M2203/408
Abstract: A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.
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