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：US20210027305A1

公开(公告)日：2021-01-28

申请号：US17066967

申请日：2020-10-09

Applicant: Verint Americas Inc.

Inventor： Scott Mackie

IPC: G06Q30/00 ,  G06Q30/02 ,  G06F16/93 ,  H04M3/51

Abstract: The present invention is a system and method for organizing and integrating electronic customer service resources. A CEC system from a customer interaction receives data from a customer interaction and analyzes the data using a CAE incorporating a set of analytics rules before selecting a customer service module or a document from a document database based on the analysis. This data analysis and module or document selection repeats until all data received by the CEC system has been analyzed.

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.

公开(公告)号：US20190066116A1

公开(公告)日：2019-02-28

申请号：US15689968

申请日：2017-08-29

Applicant: Verint Americas Inc.

Inventor： Scott Mackie

IPC: G06Q30/00 ,  G06F17/30

Abstract: The present invention is a system and method for organizing and integrating electronic customer service resources. A CEC system from a customer interaction receives data from a customer interaction and analyzes the data using a CAE incorporating a set of analytics rules before selecting a customer service module or a document from a document database based on the analysis. This data analysis and module or document selection repeats until all data received by the CEC system has been analyzed.

公开(公告)号：US20240020483A1

公开(公告)日：2024-01-18

申请号：US18477828

申请日：2023-09-29

Applicant: VERINT AMERICAS INC.

Inventor： Scott Mackie

IPC: G06F40/30 ,  G06F40/166 ,  G06F40/232 ,  G06F40/253 ,  H04L51/42 ,  H04L51/212 ,  H04L51/214

CPC classification number: G06F40/30 ,  G06F40/166 ,  G06F40/232 ,  G06F40/253 ,  H04L51/42 ,  H04L51/212 ,  H04L51/214

Abstract: The present invention allows text analysis and routing of an outgoing message. The system intercepts outgoing messages for analysis by a TAS software module. The module assigns an analytical score to the message, then compares the score to a threshold. If the score is below the threshold, the message is transmitted to its ultimate destination. If not, the message may be routed for correction by the message's composer or quality assurance staff. After such correction, the message new analytical score is generated and compared, and, if necessary, the process repeats again.

公开(公告)号：US20230230585A1

公开(公告)日：2023-07-20

申请号：US18096942

申请日：2023-01-13

Applicant: Verint Americas Inc.

Inventor： Grant Anderson ,  Scott Mackie ,  Neil Eades ,  Sean Robertson

IPC: G10L15/183 ,  G06N3/08 ,  G10L15/16 ,  G10L15/06 ,  G10L15/30

CPC classification number: G10L15/183 ,  G06N3/08 ,  G10L15/16 ,  G10L15/30 ,  G10L15/063 ,  G10L15/04

Abstract: A system for generating wrap-up information is capable of learning how interactions are transformed into contact notes and outcome codes using natural language processing and can generate the contact notes and outcome codes for new incoming interactions by applying prediction models trained on interaction data, contact notes and outcome codes. The system for generating wrap-up information receives interaction data, including interaction audio data, interaction transcripts, associated contact notes and associated outcome codes. The interaction transcripts are generated from the previous interactions between agents and customers. The contact notes and outcome codes are generated by agents during the associated previous interactions. The system processes and uses the interaction data to train prediction models to analyze interaction audio data and interaction transcripts and predict appropriate contact notes and outcome codes for the interaction. Once trained the prediction model(s) can generate appropriate contact notes and outcome codes for new interactions.

公开(公告)号：US11546468B2

公开(公告)日：2023-01-03

申请号：US17666873

申请日：2022-02-08

Applicant: Verint Americas Inc.

Inventor： Scott Mackie

IPC: H04M3/51 ,  H04M3/523 ,  G06F16/908 ,  H04M3/22 ,  G06F40/20 ,  G06Q30/00

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：US11245792B2

公开(公告)日：2022-02-08

申请号：US17099489

申请日：2020-11-16

Applicant: Verint Americas Inc.

Inventor： Scott Mackie

IPC: H04M3/523 ,  H04M3/51 ,  G06F16/908 ,  H04M3/22 ,  G06F40/20 ,  G06Q30/00

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：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.