287 patents
Utility
Masking Compliance Measurement System
18 Jan 24
A system is adapted to automatically evaluate compliance to data masking rules by a service provider.
Sourav CHAUHAN, Kunal KHANVILKAR, LeAnn HOPKINS
Filed: 12 Jul 22
Utility
System and Methods to Derive Knowledge Base Article Relevancy Score
18 Jan 24
Coaching systems and methods, and non-transitory computer readable media, include analyzing an agent's interactions to identify knowledge gaps and specific topics where an agent has difficulties.
Shay DINER, Gennadi LEMBERSKY, Animesh UDAWAT, Sourav RATH, Mahesh BAIRAGI, Amol ANWADE
Filed: 13 Jul 22
Utility
Automatic storage management in networked data storage systems using storage device monitoring
16 Jan 24
A data storage system configured to optimize selection of a plurality of data storage devices.
Matan Keret, Olga Chukhriaieva, Sergii Lebid
Filed: 11 Feb 22
Utility
System and Methods of Identifying and Utilizing Agent Credibility Divergence In Contact Center Quality Processes
28 Dec 23
Agent credibility systems and methods, and non-transitory computer readable media, include receiving a recorded interaction between a customer and a contact center agent; retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score is based on values of a plurality of credibility assessment factors for a time interval that are stored in a historical agent database, and wherein the lower the CDD score, the higher a credibility of the contact center agent; filtering out the recorded interaction when the CDD score is less than or equal to a defined threshold; and providing the recorded interaction to a supervisor of the contact center agent or a quality management application when the CDD score is greater than the defined threshold.
Rahul VYAS, Salil DHAWAN, Jason WILLIAMS
Filed: 27 Jun 22
Utility
System and method for determining and utilizing repeated conversations in contact center quality processes
19 Dec 23
There is thus provided a computerized-method for calculating a Repeated-Information-Request (RIR) score of an interaction in a contact center, by which a related interaction-recording is filtered for evaluation.
Harshit Sharma, Rahul Vyas, Salil Dhawan
Filed: 6 May 21
Utility
System and method for updating biometric evaluation systems
12 Dec 23
A system and method may adjust the threshold or other settings in a biometric comparison system, or provide a report or display of parameters.
Roman Frenkel, Matan Keret, Amit Sharon
Filed: 14 Apr 20
Utility
Seamless authentication and enrollment
12 Dec 23
Some aspects of the invention may include a computer-implemented method for enrolling voice prints generated from audio streams, in a database.
Shahar Faians, Avraham Lousky, Elad Hoffman, Alon Moshe Sabban, Jade Tarni Kahn, Roie Mandler
Filed: 15 Oct 20
Utility
System and Method for Increasing Productivity of Agents In a Contact Center by Improving an Automatic-scheduling Generation In a Workforce Management (WFM) Application
7 Dec 23
A computerized-method for increasing productivity of agents in a contact-center by improving an automatic-scheduling generation in a Workforce-Management (WFM) application, is provided herein.
Disha AGRAWAL, Swapnil THAKARE, Gaurav SURYAWANSHI, Brijesh UPADHYAY
Filed: 6 Jun 22
Utility
System and Method for Monitoring an Unavailability-interval Type to Adjust Agent-schedule to Be In Adherence and to Balance Workforce, In a Contact-center
7 Dec 23
A computerized-method for monitoring an unavailability-interval type to adjust agent-schedule to be in adherence and to balance workforce, in a contact-center, is provided herein.
Rajesh GUPTA, Sanyog MISHRA, Robert DVORSCAK, JR.
Filed: 7 Jun 22
Utility
Systems and Methods for Automation Discovery Recalculation Using Dynamic Time Window Optimization
16 Nov 23
A system and method may identify computer-based processes which may be candidates for automation.
Eran ROSEBERG, Yaron Moshe BIALY, Yuval SHACHAF
Filed: 12 May 22
Utility
System and method for generating journey excellence score
14 Nov 23
A system and method for calculating a journey excellence score (JES) for a customer journey in a contact center, including, during a training phase: representing each of a plurality of tagged customer journeys by a list of attributes and a value associated with each of the attributes, wherein each of the tagged customer journeys is tagged with respect to a dissatisfaction indicator, and training a model using the plurality of tagged customer journeys, based on the associated values and tags, to generate model weights; and at runtime: obtaining the customer journey; representing the customer journey by the list of attributes and a value associated to each of the attributes; and calculating the JES for the customer journey by applying the model weights to the associated values.
Adi Pony, Gennadi Lembersky, Roy Klein
Filed: 6 Jul 18
Utility
Systems and Methods for Advanced Text Template Discovery for Automation
9 Nov 23
A system and method may identify computer-based processes involving the use of text templates which may be candidates for automation.
Oz GRANIT, Yuval SHACHAF, Eran ROSEBERG
Filed: 5 May 22
Utility
System and Method for Converting a Time-off Request of an Agent to a Shift-trade with Another Agent or to a Self-swap Schedule
9 Nov 23
A computerized-system for converting a time-off request of an agent to a shift-trade with another agent or to a self-swap schedule, in a contact center is provided here in.
Vaibhav Chobe, Priyanka Padalalu, Ojas Pitre
Filed: 8 May 22
Utility
System and Method for Automatically Responding to Negative Content
26 Oct 23
A computer based system and method for automatically transmitting an electronic notice to a publisher of negative content, that includes: monitoring at least one electronic social media channel to identify content that is relevant to an entity; analyzing the identified content to identify content with negative sentiment, and an identity of the publisher of the content with the negative sentiment; and initiating an automated interaction with the publisher.
Niranjan BAGADE, Tanmay PATWARDHAN, Tom OTVOS
Filed: 22 Apr 22
Utility
Method and system for proactive fraudster exposure in a customer service channel
24 Oct 23
A computer-implemented method for analyzing call interactions in an interactions database by a Proactive Fraud Exposure (PFE) engine is provided herein.
Levan Michaeli, Zvika Weingarten, Itay Harel, Roman Frenkel, Matan Keret, Amit Sharon, Sigal Lev
Filed: 5 May 21
Utility
Upfront customer time consideration along with optimized agent desktop in a contact center
24 Oct 23
A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein.
Salil Dhawan, Rahul Vyas
Filed: 17 Nov 22
Utility
Predictive screen recording
17 Oct 23
A computerized-method for a personalized screen recording in a contact center is provided herein.
Ofir Mecayten, Yaron Cohen, Yossi Neeman
Filed: 8 Dec 21
Utility
System and method for preventing sensitive information from being recorded
17 Oct 23
A system and method for concealing sensitive information may include: receiving a screenshot from an application; generating an application model that identifies the application by automatically determining a respective position or location of part(s) of the screenshot; determining a part of the screenshot includes sensitive information, automatically concealing the sensitive information in the screenshot based application model to thus generate a modified screenshot, and recording the modified screenshot.
Tal Haguel, Coral Schachar, Roni Krivoshey, Michael Putter, Oleksii Hunko, Oren Feld
Filed: 9 Feb 21
Utility
System and method for calculating a score for a chain of interactions in a call center
17 Oct 23
Calculating a score for a chain of interactions in a call center may include: during a first training phase, train a first model which, given an interaction and interaction metadata, predict an initial estimated customer satisfaction score; during a second training phase, train a second model which, given an interaction and interaction metadata, text and metadata of an immediately preceding interaction in a chain of interactions, and features of the chain, predict a refined estimated customer satisfaction score; and during an inference phase: given a chain of interactions and metadata of each interaction, compute an initial estimated customer satisfaction score for each interaction using the first model; beginning with a second interaction in the chain and metadata of each interaction, compute a refined estimated customer satisfaction score for each interaction using the second model; combine the interaction scores into a combined customer satisfaction score; and output the score.
Lior Ben Eliezer, Hila Kneller, Gennadi Lembersky
Filed: 16 Dec 19
Utility
Systems and methods for finding an interaction subset within a set of interactions
17 Oct 23
A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions.
Yuval Shachaf, Gennadi Lembersky, Roy Klein
Filed: 10 Nov 22