公开(公告)号：US11687866B2

公开(公告)日：2023-06-27

申请号：US16941173

申请日：2020-07-28

Applicant: Verint Americas Inc.

Inventor： James G. Nies ,  Joseph Watson ,  Oren Stern ,  Martin McCreesh

IPC: G06Q10/0639

CPC classification number: G06Q10/06398

Abstract: Systems and methods of automated personalized guidance include the evaluation of interaction content data. At least one automated guidance is assigned to an agent based upon the evaluation. The automated guidance is defined by at least one interaction type and at least one guidance trigger. Interaction content data is monitored to identify instances of the interaction type and the guidance trigger. Upon identification of the interaction type and the guidance trigger, the automated guidance is automatically provided. The automated guidance is then evaluated based upon the interaction content data.

公开(公告)号：US20140143026A1

公开(公告)日：2014-05-22

申请号：US14083783

申请日：2013-11-19

Applicant: Verint Americas Inc.

Inventor： James G. Nies ,  Joseph Watson ,  Oren Stern ,  Martin McCreesh

IPC: G06Q10/06

Abstract: Systems and methods of automated personalized guidance include the evaluation of interaction content data. At least one automated guidance is assigned to an agent based upon the evaluation. The automated guidance is defined by at least one interaction type and at least one guidance trigger. Interaction content data is monitored to identify instances of the interaction type and the guidance trigger. Upon identification of the interaction type and the guidance trigger, the automated guidance is automatedly provided. The automated guidance is then evaluated based upon the interaction content data.

Abstract translation: 自动化个性化指导的系统和方法包括交互内容数据的评估。 基于评估，向代理分配至少一个自动化指导。 自动引导由至少一个交互类型和至少一个引导触发器定义。 监视交互内容数据以识别交互类型和引导触发的实例。 在识别交互类型和指导触发时，自动提供自动化指导。 然后基于交互内容数据来评估自动化指导。

公开(公告)号：US11568420B2

公开(公告)日：2023-01-31

申请号：US14084979

申请日：2013-11-20

Applicant: Verint Americas Inc.

Inventor： Christopher J. Jeffs ,  Dror Daniel Ziv ,  Scott Blacker ,  James G. Nies

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

Abstract: Systems and methods of design, delivery, and analysis of customer feedback surveys include receiving interaction content. Interaction content is analyzed to identify at least one issue arising in the interaction content. A survey of a plurality of questions is automatedly created based upon the identified at least one issue. A delivery channel for the survey is determined. The survey is delivered through the determined delivery channel. A survey response with survey results data is received.

公开(公告)号：US20140143018A1

公开(公告)日：2014-05-22

申请号：US14083772

申请日：2013-11-19

Applicant: Verint Americas Inc.

Inventor： James G. Nies ,  Joseph Watson ,  Oren Stern ,  Martin McCreesh

IPC: G06Q30/00 ,  G06Q30/02

CPC classification number: G06Q30/016 ,  G06Q30/0201

Abstract: Systems and methods of predictive modeling of customer interaction content data include the collection of customer interaction content data. The collected customer interaction content data is analyzed to create structured data. At least one predictive analysis algorithm is applied to the restored data. At least one prediction of an outcome is produced based upon the application of the predictive analysis algorithm. At least one automated response is generated to the at least one prediction.

Abstract translation: 客户交互内容数据预测建模的系统和方法包括客户交互内容数据的收集。 分析收集的客户交互内容数据以创建结构化数据。 对恢复的数据应用至少一种预测分析算法。 基于预测分析算法的应用，产生结果的至少一个预测。 对至少一个预测产生至少一个自动响应。

公开(公告)号：US10740712B2

公开(公告)日：2020-08-11

申请号：US14083783

申请日：2013-11-19

Applicant: Verint Americas Inc.

Inventor： James G. Nies ,  Joseph Watson ,  Oren Stern ,  Martin McCreesh

IPC: G06Q10/06

Abstract: Systems and methods of automated personalized guidance include the evaluation of interaction content data. At least one automated guidance is assigned to an agent based upon the evaluation. The automated guidance is defined by at least one interaction type and at least one guidance trigger. Interaction content data is monitored to identify instances of the interaction type and the guidance trigger. Upon identification of the interaction type and the guidance trigger, the automated guidance is automatedly provided. The automated guidance is then evaluated based upon the interaction content data.

公开(公告)号：US20140143157A1

公开(公告)日：2014-05-22

申请号：US14084979

申请日：2013-11-20

Applicant: VERINT AMERICAS INC.

Inventor： Christopher J. Jeffs ,  Dror Daniel Ziv ,  Scott Blacker ,  James G. Nies

IPC: G06Q30/00

CPC classification number: G06Q30/016 ,  G06Q30/0203 ,  H04M3/42221 ,  H04M3/5175 ,  H04M2201/40

Abstract: Systems and methods of design, delivery, and analysis of customer feedback surveys include receiving interaction content. Interaction content is analyzed to identify at least one issue arising in the interaction content. A survey of a plurality of questions is automatedly created based upon the identified at least one issue. A delivery channel for the survey is determined. The survey is delivered through the determined delivery channel. A survey response with survey results data is received.

Abstract translation: 客户反馈调查的设计，交付和分析的系统和方法包括接收交互内容。 分析交互内容以识别交互内容中出现的至少一个问题。 基于所识别的至少一个问题，自动创建对多个问题的调查。 确定调查的交付渠道。 调查通过确定的交付渠道进行。 收到有调查结果数据的调查回覆。