公开(公告)号：US11190640B2

公开(公告)日：2021-11-30

申请号：US16407891

申请日：2019-05-09

Applicant: Verint Americas Inc.

Inventor： David Warren Singer ,  Daniel Thomas Spohrer ,  Marc Adam Calahan ,  Paul Michael Munro ,  Gary Andrew Duke ,  Padraig Carberry ,  Christopher Jerome Schnurr

IPC: H04M3/51 ,  G06Q20/40 ,  G10L17/00 ,  G10L17/06

Abstract: Real-time speech analytics (RTSA) provides maintaining real-time speech conditions, rules, and triggers, and real-time actions and alerts to take. A call between a user and an agent is received at an agent computing device. The call is monitored to detect in the call one of the real-time speech conditions, rules, and triggers. Based on the detection, at least one real-time action and/or alert is initiated.

公开(公告)号：US11818291B2

公开(公告)日：2023-11-14

申请号：US17463781

申请日：2021-09-01

Applicant: Verint Americas Inc.

Inventor： David Warren Singer ,  Daniel Thomas Spohrer ,  Marc Adam Calahan ,  Paul Michael Munro ,  Gary Andrew Duke ,  Padraig Carberry ,  Christopher Jerome Schnurr

IPC: H04M3/51 ,  G06Q20/40 ,  G10L17/00 ,  G10L17/06

CPC classification number: H04M3/5175 ,  G06Q20/4016 ,  G10L17/00 ,  G10L17/06

Abstract: Real-time speech analytics (RTSA) provides maintaining real-time speech conditions, rules, and triggers, and real-time actions and alerts to take. A call between a user and an agent is received at an agent computing device. The call is monitored to detect in the call one of the real-time speech conditions, rules, and triggers. Based on the detection, at least one real-time action and/or alert is initiated.

公开(公告)号：US20210400139A1

公开(公告)日：2021-12-23

申请号：US17463781

申请日：2021-09-01

Applicant: Verint Americas Inc.

Inventor： David Warren Singer ,  Daniel Thomas Spohrer ,  Marc Adam Calahan ,  Paul Michael Munro ,  Gary Andrew Duke ,  Padraig Carberry ,  Christopher Jerome Schnurr

IPC: H04M3/51 ,  G06Q20/40 ,  G10L17/00 ,  G10L17/06

Abstract: Real-time speech analytics (RTSA) provides maintaining real-time speech conditions, rules, and triggers, and real-time actions and alerts to take. A call between a user and an agent is received at an agent computing device. The call is monitored to detect in the call one of the real-time speech conditions, rules, and triggers. Based on the detection, at least one real-time action and/or alert is initiated.

公开(公告)号：US11652917B2

公开(公告)日：2023-05-16

申请号：US17398464

申请日：2021-08-10

Applicant: Verint Americas Inc.

Inventor： Jeremy Robert Roderick ,  Brian Patrick Carman ,  David Warren Singer ,  Daniel Thomas Spohrer ,  Damian Smith ,  Tim McCurry

IPC: H04M1/64 ,  H04M3/22 ,  G10L17/04 ,  G10L17/06 ,  H04M3/42 ,  H04M3/51

CPC classification number: H04M3/2281 ,  G10L17/04 ,  G10L17/06 ,  H04M3/42221 ,  H04M3/5183 ,  H04M2203/6009 ,  H04M2203/6027 ,  H04M2203/6045 ,  H04M2203/6054

Abstract: Systems and methods are provided to stop both external and internal fraud, ensure correct actions are being followed, and information is available to fraud teams for investigation. The system includes components that can address: 1) behavioral analytics (ANI reputation, IVR behavior, account activity)—this gives a risk assessment event before a call gets to an agent; 2) fraud detection—the ability to identify, in real time, if a caller is part of a fraudster cohort' and alert the agent and escalate to the fraud team; 3) identity authentication—the ability to identify through natural language if the caller is who they say they are; and 4) two factor authentication—the ability to send a text message to the caller and automatically process the response and create a case in the event of suspected fraud.

公开(公告)号：US20210368041A1

公开(公告)日：2021-11-25

申请号：US17398464

申请日：2021-08-10

Applicant: Verint Americas Inc.

Inventor： Jeremy Robert Roderick ,  Brian Patrick Carman ,  David Warren Singer ,  Daniel Thomas Spohrer ,  Damian Smith ,  Tim McCurry

IPC: H04M3/22 ,  G10L17/04 ,  G10L17/06 ,  H04M3/42 ,  H04M3/51

Abstract: Systems and methods are provided to stop both external and internal fraud, ensure correct actions are being followed, and information is available to fraud teams for investigation. The system includes components that can address: 1) behavioral analytics (ANI reputation, IVR behavior, account activity)—this gives a risk assessment event before a call gets to an agent; 2) fraud detection—the ability to identify, in real time, if a caller is part of a fraudster cohort' and alert the agent and escalate to the fraud team; 3) identity authentication—the ability to identify through natural language if the caller is who they say they are; and 4) two factor authentication—the ability to send a text message to the caller and automatically process the response and create a case in the event of suspected fraud.

公开(公告)号：US11115521B2

公开(公告)日：2021-09-07

申请号：US16905111

申请日：2020-06-18

Applicant: Verint Americas Inc.

Inventor： Jeremy Robert Roderick ,  Brian Patrick Carman ,  David Warren Singer ,  Daniel Thomas Spohrer ,  Damian Smith ,  Tim McCurry

IPC: H04M1/64 ,  H04M3/22 ,  G10L17/04 ,  G10L17/06 ,  H04M3/42 ,  H04M3/51

Abstract: Systems and methods are provided to stop both external and internal fraud, ensure correct actions are being followed, and information is available to fraud teams for investigation. The system includes components that can address: 1) behavioral analytics (ANI reputation, IVR behavior, account activity)—this gives a risk assessment event before a call gets to an agent; 2) fraud detection—the ability to identify, in real time, if a caller is part of a fraudster cohort′ and alert the agent and escalate to the fraud team; 3) identity authentication—the ability to identify through natural language if the caller is who they say they are; and 4) two factor authentication—the ability to send a text message to the caller and automatically process the response and create a case in the event of suspected fraud.