公开(公告)号：US20210297533A1

公开(公告)日：2021-09-23

申请号：US17341968

申请日：2021-06-08

Applicant: Verint Americas Inc.

Inventor： Scott Mackie ,  Alastair Grant

IPC: H04M3/523 ,  G06F40/20 ,  G06Q30/00 ,  G06Q30/02

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

公开(公告)号：US20220277228A1

公开(公告)日：2022-09-01

申请号：US17683332

申请日：2022-02-28

Applicant: Verint Americas Inc.

Inventor： James Nies ,  Matthew Pyke ,  Paul Gorman ,  Ash Sood ,  Neil Eades ,  Grant Anderson ,  Alastair Grant

IPC: G06N20/00

Abstract: An artificial intelligence (AI) application uses an external machine learning component from a different computing environment to develop context data for use by the AI application. The context data includes raw data outputs from the external machine learning component. An active machine learning component is executed with the context data and provides a suggested next step to a computer to implement as an automated output. A feedback loop adds the suggested next step from the active machine learning component to the context data and forms an augmented data set for providing context to the AI application. A context component selects a rule from a rules engine that corresponds to the augmented data set. The computer implements an automated output according to the rule that was selected.

公开(公告)号：US10778843B2

公开(公告)日：2020-09-15

申请号：US16837685

申请日：2020-04-01

Applicant: Verint Americas Inc.

Inventor： Scott Mackie ,  Alastair Grant

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/436 ,  G06F16/2457 ,  G06F40/30 ,  H04M3/22

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

公开(公告)号：US11277514B2

公开(公告)日：2022-03-15

申请号：US17341968

申请日：2021-06-08

Applicant: Verint Americas Inc.

Inventor： Scott Mackie ,  Alastair Grant

IPC: H04M3/523 ,  G06F40/20 ,  G06Q30/00 ,  G06Q30/02 ,  H04M3/436 ,  H04M3/51 ,  G06F16/2457 ,  H04M3/22 ,  G06F40/30

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

公开(公告)号：US11039011B2

公开(公告)日：2021-06-15

申请号：US17021603

申请日：2020-09-15

Applicant: Verint Americas Inc.

Inventor： Scott Mackie ,  Alastair Grant

IPC: H04M3/436 ,  H04M3/51 ,  G06F16/2457 ,  H04M3/22 ,  G06F40/30

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

公开(公告)号：US11588937B2

公开(公告)日：2023-02-21

申请号：US17694346

申请日：2022-03-14

Applicant: Verint Americas Inc.

Inventor： Scott Mackie ,  Alastair Grant

IPC: H04M3/436 ,  H04M3/51 ,  G06F16/2457 ,  H04M3/22 ,  G06F40/30

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

公开(公告)号：US20220201118A1

公开(公告)日：2022-06-23

申请号：US17694346

申请日：2022-03-14

Applicant: Verint Americas Inc.

Inventor： Scott Mackie ,  Alastair Grant

IPC: H04M3/436 ,  H04M3/51 ,  G06F16/2457 ,  H04M3/22 ,  G06F40/30

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

公开(公告)号：US20200228650A1

公开(公告)日：2020-07-16

申请号：US16837685

申请日：2020-04-01

Applicant: Verint Americas Inc.

Inventor： Scott Mackie ,  Alastair Grant

IPC: H04M3/436 ,  G06F16/2457 ,  H04M3/51 ,  H04M3/22 ,  G06F40/30

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.