公开(公告)号：US11934784B2

公开(公告)日：2024-03-19

申请号：US17838461

申请日：2022-06-13

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver

IPC: G06F40/289 ,  A61K31/198 ,  A61K31/215 ,  A61K31/216 ,  A61K31/401 ,  A61K31/41 ,  A61K38/18 ,  G06N20/00

CPC classification number: G06F40/289 ,  A61K31/198 ,  A61K31/215 ,  A61K31/216 ,  A61K31/401 ,  A61K31/41 ,  A61K38/1841 ,  G06N20/00

Abstract: A system and method for updating computerized language models is provided that automatically adds or deletes terms from the language model to capture trending events or products, while maximizing computer efficiencies by deleting terms that are no longer trending and use of knowledge bases, machine learning model training and evaluation corpora, analysis tools and databases.

公开(公告)号：US11847724B2

公开(公告)日：2023-12-19

申请号：US16934442

申请日：2020-07-21

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver ,  Ted Mark Matsumura

IPC: G06T11/60 ,  G06F16/904 ,  G06F16/9032 ,  G06F40/49

CPC classification number: G06T11/60 ,  G06F16/904 ,  G06F16/90332 ,  G06F40/49

Abstract: A real-time conversation is monitored between a user and an intelligent virtual assistant (IVA). A visualization may be generated and displayed to the user on the user computing device based on one or more topics identified in the conversation. The conversation between the user and the IVA may continue and is continued to be monitored. The visualization can be updated as the conversation continues, e.g., based on further topics being identified.

公开(公告)号：US11704477B2

公开(公告)日：2023-07-18

申请号：US17360718

申请日：2021-06-28

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver ,  Cynthia Freeman ,  Jonathan Patrick Merriman ,  Abhinav Aggarwal

IPC: G06F17/00 ,  G06F40/117 ,  G06F40/35

CPC classification number: G06F40/117 ,  G06F40/35

Abstract: Attention weights in a hierarchical attention network indicate the relative importance of portions of a conversation between an individual at one terminal and a computer or a human agent at another terminal. Weighting the portions of the conversation after converting the conversation to a standard text format allows for a computer to graphically highlight, by color, font, or other indicator visible on a graphical user interface, which portions of a conversation led to an escalation of the interaction from an intelligent virtual assistant to a human customer service agent.

公开(公告)号：US11842410B2

公开(公告)日：2023-12-12

申请号：US17814990

申请日：2022-07-26

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver

IPC: G06F16/9032 ,  G06Q50/00 ,  G06F40/35 ,  G06F18/21

CPC classification number: G06Q50/00 ,  G06F16/90332 ,  G06F18/2178 ,  G06F40/35

Abstract: A scalable system provides automated conversation review that can identify potential miscommunications. The system may provide suggested actions to fix errors in intelligent virtual assistant (IVA) understanding, may prioritize areas of language model repair, and may automate the review of conversations. By the use of an automated system for conversation review, problematic interactions can be surfaced without exposing the entire set of conversation logs to human reviewers, thereby minimizing privacy invasion. A scalable system processes conversations and autonomously marks the interactions where the IVA is misunderstanding the user.

公开(公告)号：US20230177030A1

公开(公告)日：2023-06-08

申请号：US18103023

申请日：2023-01-30

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver ,  Cynthia Freeman ,  Jonathan Merriman

IPC: G06F16/215 ,  G06F16/2458

CPC classification number: G06F16/215 ,  G06F16/2474

Abstract: Disclosed are a framework and method for selecting an anomaly detection method for each of a plurality of class of time series based on characteristics a time series example that represents an expected form of data. The method provides classification of a given time series into one of known classes based on expected properties of the time series, filtering the set of possible detection methods based on the time series class, evaluating the remaining detection methods on the given time series using the specific evaluation metric and selecting and returning a recommended anomaly detection method based on the specific evaluation metric.

公开(公告)号：US20210358478A1

公开(公告)日：2021-11-18

申请号：US17389839

申请日：2021-07-30

Applicant: Verint Americas Inc.

Inventor： Abhinav Aggarwal ,  Ian Roy Beaver ,  Cynthia Freeman ,  Jonathan Patrick Merriman

IPC: G10L15/06 ,  G10L15/01 ,  G10L15/22 ,  G06F40/35

Abstract: A method of determining influence of language elements in script to an overall classification of the script by perturbing the dataset representing a conversation. In some instances, for example, in the conversation, the language elements and turns within the conversation (e.g., in a chat bot) are analyzed for their influence in escalation or non-escalation of the conversation to a higher level of resolution, e.g., to a human representative or manager.

公开(公告)号：US11861316B2

公开(公告)日：2024-01-02

申请号：US17516147

申请日：2021-11-01

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver

IPC: G06F40/30 ,  G06F16/248 ,  G06F16/2457

CPC classification number: G06F40/30 ,  G06F16/248 ,  G06F16/24575

Abstract: Virtual assistants intelligently emulate a representative of a service provider by providing variable responses to user queries received via the virtual assistants. These variable responses may take the context of a user's query into account both when identifying an intent of a user's query and when identifying an appropriate response to the user's query.

公开(公告)号：US11769012B2

公开(公告)日：2023-09-26

申请号：US16829101

申请日：2020-03-25

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver ,  Christopher James Jeffs

IPC: G10L15/22 ,  G10L15/197 ,  G06F40/295 ,  G06F16/36 ,  G06F16/33 ,  G10L15/18

CPC classification number: G06F40/295 ,  G06F16/3344 ,  G06F16/367 ,  G10L15/18 ,  G10L15/197 ,  G10L15/22

Abstract: A system and method for updating computerized language models is provided that automatically adds or deletes terms from the language model to capture trending events or products, while maximizing computer efficiencies by deleting terms that are no longer trending and use of knowledge bases, machine learning model training and evaluation corpora, analysis tools and databases.

公开(公告)号：US11048854B2

公开(公告)日：2021-06-29

申请号：US16283135

申请日：2019-02-22

Applicant: Verint Americas Inc.

Inventor： Ian Roy Beaver ,  Cynthia Freeman ,  Jonathan Patrick Merriman ,  Abhinav Aggarwal

IPC: G06F17/00 ,  G06F40/117 ,  G06F40/35

Abstract: Attention weights in a hierarchical attention network indicate the relative importance of portions of a conversation between an individual at one terminal and a computer or a human agent at another terminal. Weighting the portions of the conversation after converting the conversation to a standard text format allows for a computer to graphically highlight, by color, font, or other indicator visible on a graphical user interface, which portions of a conversation led to an escalation of the interaction from an intelligent virtual assistant to a human customer service agent.

公开(公告)号：US20210042382A1

公开(公告)日：2021-02-11

申请号：US16985511

申请日：2020-08-05

Applicant: Verint Americas Inc.

Inventor： Cynthia Freeman ,  Ian Roy Beaver

IPC: G06F17/18 ,  G06F17/40 ,  G06K9/62

Abstract: A system and method for selecting an anomaly detection method from among a plurality of known anomaly detection methods includes selecting a set of anomaly detections methods based on characteristics of the time series, such as missing time steps, trend, drift, seasonality and concept drift. From among the applicable anomaly detection methods, the selection may be further informed by annotated predicted anomalies, and based on the annotations, turning the parameters for each respective anomaly detection method. Thereafter, the anomaly detection methods are scored and then further tuned according to human actions in identifying anomalies or disagrees with anomalies in the time series.