公开(公告)号：US10771626B1

公开(公告)日：2020-09-08

申请号：US16806478

申请日：2020-03-02

Applicant: Verint Americas Inc.

Inventor： Hywel Braddick

IPC: H04M3/00 ,  H04M3/51

Abstract: The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.

公开(公告)号：US10601991B1

公开(公告)日：2020-03-24

申请号：US16356601

申请日：2019-03-18

Applicant: Verint Americas Inc.

Inventor： Hywel Braddick

IPC: H04M3/00 ,  H04M3/51

Abstract: The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.

公开(公告)号：US11277515B2

公开(公告)日：2022-03-15

申请号：US17012915

申请日：2020-09-04

Applicant: Verint Americas Inc.

Inventor： Hywel Braddick

IPC: H04M3/00 ,  H04M3/51 ,  G06F16/908 ,  G06Q10/06 ,  G06Q30/02

Abstract: The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.

公开(公告)号：US20210125242A1

公开(公告)日：2021-04-29

申请号：US17012915

申请日：2020-09-04

Applicant: Verint Americas Inc.

Inventor： Hywel Braddick

IPC: G06Q30/02 ,  G06Q10/06 ,  H04M3/51 ,  G06F16/908

Abstract: The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.

公开(公告)号：US11546470B2

公开(公告)日：2023-01-03

申请号：US17694328

申请日：2022-03-14

Applicant: Verint Americas Inc.

Inventor： Hywel Braddick

IPC: H04M3/00 ,  H04M3/51 ,  G06F16/908 ,  G06Q10/06 ,  G06Q30/02

Abstract: The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.

公开(公告)号：US20220201123A1

公开(公告)日：2022-06-23

申请号：US17694328

申请日：2022-03-14

Applicant: Verint Americas Inc.

Inventor： Hywel Braddick

IPC: H04M3/51 ,  G06F16/908 ,  G06Q10/06 ,  G06Q30/02

Abstract: The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.

公开(公告)号：US20200304639A1

公开(公告)日：2020-09-24

申请号：US16806478

申请日：2020-03-02

Applicant: Verint Americas Inc.

Inventor： Hywel Braddick

IPC: H04M3/51

Abstract: The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.