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公开(公告)号：US11455475B2
公开(公告)日：2022-09-27
申请号：US16723128
申请日：2019-12-20
Applicant: Verint Americas Inc.
Inventor： Charles C. Wooters
Abstract: Customer support, and other types of activities in which there is a dialogue between two humans can generate large volumes of conversation records. Automated analysis of these records can provide information about high-level features of, for example, the workings of a customer service department. Analysis of these conversations between a customer and a customer-support agent may also allow identification of customer support activities that can be provided by virtual agents instead of actual human agents. The analysis may evaluate conversations in terms of complexity, duration, and sentiment of the participants. Additionally, the conversations may also be analyzed to identify the existence of selected concepts or keywords. Workflow characteristics, the extent to which the conversation represents a multi-step process intended to accomplish a task, may also be determined for the conversations. Characteristics of individual conversations may be combined to obtain generalized or representative features for a set of a conversation records.
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Patent Agency Ranking
公开(公告)号：US20200184275A1
公开(公告)日：2020-06-11
申请号：US16789806
申请日：2020-02-13
Applicant: Verint Americas Inc.
Inventor： Fred A. Brown , Tanya M. Miller , Charles C. Wooters , Megan Brown , Molly Q. Brown
Abstract: Data having some similarities and some dissimilarities may be clustered or grouped according to the similarities and dissimilarities. The data may be clustered using agglomerative clustering techniques. The clusters may be used as suggestions for generating groups where a user may demonstrate certain criteria for grouping. The system may learn from the criteria and extrapolate the groupings to readily sort data into appropriate groups. The system may be easily refined as the user gains an understanding of the data.
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公开(公告)号：US20190332676A1
公开(公告)日：2019-10-31
申请号：US16504773
申请日：2019-07-08
Applicant: Verint Americas Inc.
Inventor： Charles C. Wooters
Abstract: Customer support, and other types of activities in which there is a dialogue between two humans can generate large volumes of conversation records. Automated analysis of these records can provide information about high-level features of, for example, the workings of a customer service department. Analysis of these conversations between a customer and a customer-support agent may also allow identification of customer support activities that can be provided by virtual agents instead of actual human agents. The analysis may evaluate conversations in terms of complexity, duration, and sentiment of the participants. Additionally, the conversations may also be analyzed to identify the existence of selected concepts or keywords. Workflow characteristics, the extent to which the conversation represents a multi-step process intended to accomplish a task, may also be determined for the conversations. Characteristics of individual conversations may be combined to obtain generalized or representative features for a set of a conversation records.
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公开(公告)号：US11537820B2
公开(公告)日：2022-12-27
申请号：US16789811
申请日：2020-02-13
Applicant: Verint Americas Inc.
Inventor： Fred A. Brown , Tanya M. Miller , Charles C. Wooters , Megan Brown , Molly Q. Brown
Abstract: Data having some similarities and some dissimilarities may be clustered or grouped according to the similarities and dissimilarities. The data may be clustered using agglomerative clustering techniques. The clusters may be used as suggestions for generating groups where a user may demonstrate certain criteria for grouping. The system may learn from the criteria and extrapolate the groupings to readily sort data into appropriate groups. The system may be easily refined as the user gains an understanding of the data.
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公开(公告)号：US20200184276A1
公开(公告)日：2020-06-11
申请号：US16789811
申请日：2020-02-13
Applicant: Verint Americas Inc.
Inventor： Fred A. Brown , Tanya M. Miller , Charles C. Wooters , Megan Brown , Molly Q. Brown
Abstract: Data having some similarities and some dissimilarities may be clustered or grouped according to the similarities and dissimilarities. The data may be clustered using agglomerative clustering techniques. The clusters may be used as suggestions for generating groups where a user may demonstrate certain criteria for grouping. The system may learn from the criteria and extrapolate the groupings to readily sort data into appropriate groups. The system may be easily refined as the user gains an understanding of the data.
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公开(公告)号：US10515156B2
公开(公告)日：2019-12-24
申请号：US16504773
申请日：2019-07-08
Applicant: Verint Americas Inc.
Inventor： Charles C. Wooters
Abstract: Customer support, and other types of activities in which there is a dialogue between two humans can generate large volumes of conversation records. Automated analysis of these records can provide information about high-level features of, for example, the workings of a customer service department. Analysis of these conversations between a customer and a customer-support agent may also allow identification of customer support activities that can be provided by virtual agents instead of actual human agents. The analysis may evaluate conversations in terms of complexity, duration, and sentiment of the participants. Additionally, the conversations may also be analyzed to identify the existence of selected concepts or keywords. Workflow characteristics, the extent to which the conversation represents a multi-step process intended to accomplish a task, may also be determined for the conversations. Characteristics of individual conversations may be combined to obtain generalized or representative features for a set of a conversation records.
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