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公开(公告)号：US20220092686A1
公开(公告)日：2022-03-24
申请号：US17029869
申请日：2020-09-23
Inventor： Archana Sekar , Javier Villalobos , Yochai Konig
Abstract: A method for data bidding in an enterprise system comprising a first enterprise and a second enterprise using a permissioned blockchain infrastructure according to one embodiment includes receiving, by an end user device, a request for data from an end user; generating, by the end user device, an announcement including the request for data to the enterprise system, wherein the announcement initiates the data bidding by the enterprise system; receiving, by the end user device, at least one bid including requested data of at least one of the first enterprise and the second enterprise in response to the announcement; analyzing, by the end user device, the at least one bid from the at least one of the first enterprise and the second enterprise; selecting, by the end user device, the at least one of the first enterprise and the second enterprise; displaying, by the end user device, the at least one of the first enterprise and the second enterprise to the end user; receiving, by the end user device, an indication that the end user has selected the first enterprise; and transmitting, by the first enterprise, the requested data to the end user thereby completing a data transaction.
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公开(公告)号：US20200059559A1
公开(公告)日：2020-02-20
申请号：US16664907
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 dialogue tree generation. The dialogue tree may be used for generating a chatbot. Similar phrases from phrases comprising the interactions between a first party and a second party are group together from the first party of a cluster. For each group of similar phrases, percentages are determined and compared against a threshold occurrence rate. Anchors are generated and used in alignment in the determination of dialogue flows. Topic-specific dialogue trees may be determined from the dialogue flows. The topic-specific dialogue trees may be modified to generate a deterministic dialogue tree.
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公开(公告)号：US10446135B2
公开(公告)日：2019-10-15
申请号：US15837980
申请日：2017-12-11
Inventor： Avraham Faizakof , Yoni Lev , Amir Lev-Tov , Yochai Konig
Abstract: A method for detecting and categorizing topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; filtering, by the processor, the plurality of fragments to generate a filtered plurality of fragments; clustering, by the processor, the filtered fragments into a plurality of base clusters; and clustering, by the processor, the plurality of base clusters into a plurality of hyper clusters.
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公开(公告)号：US10346785B2
公开(公告)日：2019-07-09
申请号：US14451310
申请日：2014-08-04
Inventor： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
Abstract: Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.
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5.发明授权公开(公告)号：US10311859B2
公开(公告)日：2019-06-04
申请号：US15247656
申请日：2016-08-25
Inventor： Amir Lev-Tov , Avraham Faizakof , Tamir Tapuhi , Yochai Konig
Abstract: A method for extracting, from non-speech text, training data for a language model for speech recognition includes: receiving, by a processor, non-speech text; selecting, by the processor, text from the non-speech text; converting, by the processor, the selected text to generate converted text comprising a plurality of phrases consistent with speech transcription text; training, by the processor, a language model using the converted text; and outputting, by the processor, the language model.
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Patent Agency Ranking
公开(公告)号：US10270908B2
公开(公告)日：2019-04-23
申请号：US15289932
申请日：2016-10-10
Inventor： Praphul Kumar , Scott Kolman , Andrea Friio , Yochai Konig
Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.
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公开(公告)号：US10061822B2
公开(公告)日：2018-08-28
申请号：US13952470
申请日：2013-07-26
Inventor： Amir Lev-Tov , Avraham Faizakof , David Ollinger , Yochai Konig
CPC classification number: G06F16/2465 , G06F16/243 , G10L15/00
Abstract: A method for determining a cause of events detected in a plurality of interactions includes: identifying, on a processor, a plurality of elements in the interactions; detecting, on the processor, a plurality of sequences of elements in the interactions; mining, on the processor, the plurality of sequences for generating a set of supported patterns; computing, on the processor, association rules from the set of supported patterns; and returning the computed association rules.
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公开(公告)号：US20170300499A1
公开(公告)日：2017-10-19
申请号：US15133188
申请日：2016-04-19
Inventor： Amir Lev-Tov , Tamir Tapuhi , Avraham Faizakof , David Konig , Yochai Konig
IPC: G06F17/30 , G06F17/24 , G06F17/21 , G06F3/0481
CPC classification number: G06F16/3347 , G06F3/0482 , G06F16/3329 , G06F16/34 , G06F17/243
Abstract: A method includes: receiving, by a processor, a question including text; identifying, by the processor, one or more identified topics from a plurality of tracked topics tracked by an analytics system in accordance with the text of the question, the analytics system being configured to perform analytics on a plurality of interactions with a plurality of agents of a contact center; outputting, by the processor, the one or more identified topics; associating, by the processor, one or more selected topics with the question, the selected topics one or more of the identified topics; adding, by the processor, the question and the selected topics to the evaluation form; and outputting the evaluation form.
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9.发明申请公开(公告)号：US20160189558A1
公开(公告)日：2016-06-30
申请号：US14588331
申请日：2014-12-31
Inventor： Conor McGann , Herbert Willi Artur Ristock , Yochai Konig , Joe Eisner , Vyacheslav Zhakov
IPC: G09B9/00
CPC classification number: G09B5/06 , G06Q30/016
Abstract: A system and method for simulating an interaction between a customer and an agent of a customer contact center. A processor receives input conditions for simulating the interaction and generates a model of the customer based on the input conditions. The processor receives a first action from an agent device associated with the agent and updates a state of the simulation model based on the first action. The processor identifies a second action of the simulation model in response to the updated state, executes the second action, determines an outcome of the simulation, and provides the outcome to the agent device. In response to the outcome, the agent is prompted to take an action different from the second action.
Abstract translation: 一种用于模拟客户和客户联络中心的代理之间的交互的系统和方法。 处理器接收用于模拟交互的输入条件，并基于输入条件生成客户的模型。 处理器从与代理相关联的代理设备接收第一动作，并且基于第一动作来更新仿真模型的状态。 处理器响应于更新的状态识别仿真模型的第二动作，执行第二动作，确定模拟的结果，并将结果提供给代理设备。 响应结果，代理被提示采取与第二动作不同的动作。
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10.发明申请System and Method for Addressing Communication Issues for Contact Center Service Quality 审中-公开解决联络中心服务质量沟通问题的系统和方法公开(公告)号：US20160036972A1
公开(公告)日：2016-02-04
申请号：US14445629
申请日：2014-07-29
Inventor： Herbert Willi Artur Ristock , Yochai Konig , Vyacheslav Zhakov , Vyacheslav Sayko , Eric Tamblyn
CPC classification number: H04M3/5175 , H04M3/2227 , H04M2242/12
Abstract: A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session.
Abstract translation: 系统和方法包括处理器和存储器，其中存储器存储指令，当处理器执行时，指令使处理器确定会话是否难以理解。 当会话难以理解时，处理器为会话提供调整。
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