287 patents
Page 2 of 15
Utility
System and Method for Allocating Multi-functional Resources
12 Oct 23
A computerized system and method for allocating multi-functional or multi-feature resources (which may handle multiple functions or tasks, e.g., simultaneously) for a plurality of time intervals, including: transforming an initial allocation matrix (which may associate each resource with a single function, task, or feature - and may not address simultaneous handling of tasks or task types by the resources) into an updated allocation matrix, where the updated allocation matrix includes a plurality of feature matrices describing different multi-feature resources to be allocated; predicting, using a machine learning (ML) model, expected service metrics for the updated allocation matrix; and providing a final allocation matrix based on the expected service metrics.
Eyal SEGAL, Noam KAPLAN, Gennadi LEMBERSKY
Filed: 30 May 23
Utility
Method for Prioritizing Agents for Working from Office Via a WFM Application In a Hybrid Contact Center Work Environment
5 Oct 23
A computerized-method for prioritizing agents for working from office via a WFM application, in a hybrid-contact-center work environment.
Pramod GIRI, Salil DHAWAN, Swati KADU
Filed: 4 Jun 23
Utility
Total Screen Recording System and Methods
5 Oct 23
Screen recording systems and methods, and non-transitory computer readable media, include receiving, from an applications server, a recording configuration including a local recording trigger, wherein the local recording trigger includes a start screen recording event and a stop screen recording event; monitoring activity on a device of a contact center agent; initiating recording of a screen of the device when the start screen recording event is detected; transmitting data captured in the recording to a recorder; stopping the recording of the screen of the device when the stop screen recording event is detected; and stopping transmission of the data captured in the recording to the recorder.
Viktor LESKO, Vitalii ROZBYIHOLOVA, Pavlo OSIKOVSKYI
Filed: 5 Apr 22
Utility
Systems and methods automatically adjusting minimum support for routing mining
26 Sep 23
A method and system for dynamically determining a minimum support for automation mining is provided.
Eran Roseberg, Yaron Moshe Bialy, Yuval Shachaf
Filed: 7 Oct 21
Utility
System and Method for Predicting Service Metrics Using Historical Data
21 Sep 23
A method for allocating resources for a plurality of time intervals, including: receiving a forecasted workload and at least one required service metric value; applying a search algorithm to identify an initial allocation assignment; inputting the assignment to a machine learning algorithm, the machine learning algorithm trained on historic data of past intervals; predicting an expected service metric value provided by the initial allocation assignment; adjusting the initial allocation assignment based on a difference between the expected service metric value and the corresponding required service metric value; iteratively repeating the applying, inputting, predicting, and adjusting operations until one of: the expected service metric value predicted for an adjusted allocation assignment is within a predetermined distance of the corresponding at least one required service metric value for the interval; or a predetermined time has elapsed.
Noam KAPLAN, Gennaldi LEMBERSKY
Filed: 15 Mar 22
Utility
System and Method for Predicting Service Metrics Using Historical Data
21 Sep 23
Methods and systems for, upon receipt of a second computer data stream, predicting a change in processing a first computer data stream, include: receiving, at a computing device, the first computer data stream; generating a first data sequence comprising a time of receipt of the first computer data stream; receiving the second computer data stream; generating a second data sequence comprising a time of receipt of the second computer data stream; sending the first and second data sequences to a prediction model; predicting, by the prediction model, at least one change in at least one metric associated with processing the first computer data stream, the predicted change based at least in part on the first and second data sequences; and sending, by the prediction model, to the computing device, the at least one change in the at least one metric associated with processing the first computer data stream.
Noam KAPLAN, Ying ZHANG, Gennadi LEMBERSKY, Nick MARTIN, Eyal SEGAL
Filed: 13 Jan 23
Utility
Systems and methods for analyzing and connecting automation sequences
19 Sep 23
A method and system for analyzing and connecting computer-based actions into sentences may include for a series of computer-based actions, determining the case ID for the action for each action where an identifier or case ID can be determined, creating sequences of subsets of the series of computer-based actions using the case ID, and merging sequences having computer-based actions having the same case ID.
Yaron Moshe Bialy, Yuval Shachaf, Eran Roseberg
Filed: 6 Apr 21
Utility
System and Method for Operating an Effective Gamification Application Pursuit
14 Sep 23
A computerized-method for operating an effective cloud-based gamification application pursuit is provided herein.
Aniket PAL, Sourav RATH
Filed: 13 Mar 22
Utility
Biometric authentication through voice print categorization using artificial intelligence
12 Sep 23
A system is provided to categorize voice prints during a voice authentication.
Natan Katz, Tal Haguel
Filed: 6 May 21
Utility
Method and system for accessing table content in a digital image of the table
12 Sep 23
A system and method for accessing elements of a table in a digital image of the table, including: obtaining the digital image of the table; finding table elements in the digital image based on digital table properties, wherein the table elements define table cells; calculating coordinates of the table cells in the digital image based on the table elements; and accessing content of a selected table cell in the digital image using the coordinates of the selected table element.
Alexander Vaindiner, Vitaly Shelest, Semyon Kleinerman
Filed: 15 Mar 22
Utility
Semantic Search Systems and Methods
7 Sep 23
Semantic search systems and methods, and non-transitory computer readable media, include receiving divided text of at least two participants from a customer interaction; applying a clustering algorithm to the divided text to create a plurality of word clusters per participant, wherein each word cluster comprises topic words, phrases, or sentences; applying a word-embedding algorithm to the topic words, phrases, or sentences in each word cluster to produce a numeric representation of each word cluster; and storing the numeric representation of each word cluster and the topic words, phrases, or sentences in each word cluster in a document.
Naomi ZEICHNER, Tal HAGUEL
Filed: 1 Mar 22
Utility
Systems and methods for discovery of automation opportunities
5 Sep 23
A system and method analyzes computer actions to identify computer-based processes (e.g. computer-user interactions) which are automation candidates.
Ariel Smutko, Aviv Yehezkel, Eran Roseberg, Yaron Moshe Bialy
Filed: 22 Dec 21
Utility
System and method for detecting fraud rings
22 Aug 23
A system and method may identify a fraud ring based on call or interaction data by analyzing by a computer processor interaction data including audio recordings to identify clusters of interactions which are suspected of involving fraud each cluster including the same speaker; analyzing by the computer processor the clusters, in combination with metadata associated with the interaction data, to identify fraud rings, each fraud ring describing a plurality of different speakers, each fraud ring defined by a set of speakers and a set of metadata corresponding to interactions including that speaker; and for each fraud ring, creating a relevance value defining the relative relevance of the fraud ring.
Matan Keret, Anat Malin, Natan Katz, Shunit Metz, Sigal Lev, Jeremy Hoyland
Filed: 12 Sep 22
Utility
Automatic Storage Management In Networked Data Storage Systems Using Storage Device Monitoring
17 Aug 23
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
Systems and Methods for Detecting Complaint Interactions
10 Aug 23
A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.
Steven Richard ARNOLD, Katie TRUONG, Robert William MORRIS
Filed: 19 Apr 23
Utility
Method and System for Automatically Pointing on an Influencer on a Measured Performance Change
10 Aug 23
A computerized-method for automatically pointing on an influencer on a measured performance change is provided herein.
Yuval Shachaf, Gennadi Lembersky
Filed: 16 Mar 23
Utility
Staff Requirement Generation Method and System Accounting for Multi-skill and Multi-session Efficiency
3 Aug 23
A fast, robust and efficient staff requirement calculation engine that estimates staffing requirements on the spot to account for multi-skill omni-channel efficiency.
Xiaoqing SUN, William Nathan STEARNS
Filed: 31 Jan 22
Utility
System and Method for Measuring an Agent Engagement Index and Associating Actions to Improve Thereof
3 Aug 23
A computerized-method for measuring an Agent-Engagement-Index (AEI) and associating actions to improve thereof, is provided herein.
Mahesh BAIRAGI, Santosh AWASARE
Filed: 1 Feb 22
Utility
System and Method for Determining an Agent Proficiency When Addressing Concurrent Customer Sessions and Utilization Thereof
20 Jul 23
A computerized-method for determining an agent-proficiency when addressing concurrent customer sessions via one or more channel types and utilization thereof is provided herein.
Kunal Khanvilkar, Rahul Vyas, Salil Dhawan, Sourav Chauhan
Filed: 16 Jan 22
Utility
Graph-based approach for voice authentication
18 Jul 23
Methods for voice authentication include receiving a plurality of mono telephonic interactions between customers and agents; creating a mapping of the plurality of mono telephonic interactions that illustrates which agent interacted with which customer in each of the interactions; determining how many agents each customer interacted with; identifying one or more customers an agent has interacted with that have the fewest interactions with other agents; and selecting a predetermined number of interactions of the agent with each of the identified customers.
Alon Menahem Shoa, Roman Frenkel, Tamir Caspi
Filed: 7 May 21