287 patents
Page 3 of 15
Utility
Systems and Methods for Decomposition In Workforce Optimization with Search Sub-problems
13 Jul 23
Systems and methods are provided for solving workforce management scheduling optimization decomposing and iteratively.
Xiaoqing SUN, William Nathan STEARNS
Filed: 12 Jan 22
Utility
System and Method for Prioritizing Agents for Working from Office In a Hybrid Contact Center Work Environment
13 Jul 23
A computerized-method for prioritizing agents for working from office, in a hybrid contact center work environment, is provided herein.
Pramod Giri, Salil Dhawan, Swati Kadu
Filed: 9 Jan 22
Utility
System and Method for Identifying Nonadherence to Contact Center Practice Rules
13 Jul 23
A computerized-method for identifying nonadherence to contact-center practice rules is provided herein.
Ashadeepa DEBNATH, Jason Williams, Rahul Vyas, Salil Dhawan
Filed: 10 Jan 22
Utility
System and Method for Real-time Fraud Detection In Voice Biometric Systems Using Phonemes In Fraudster Voice Prints
6 Jul 23
A system and method for real-time fraud detection with a social engineering phoneme (SEP) watchlist of phoneme sequences may perform real-time fraud prevention operations including receiving incoming call interactions and grouping the call interactions into one or more clusters, each cluster associated with a speaker's voice based on voiceprints.
Matan KERET, Roman FRENKEL, Zvika HOREV
Filed: 4 Jan 22
Utility
Identification and Classification of Talk-over Segments During Voice Communications Using Machine Learning Models
6 Jul 23
A system and methods are provided to analyze audio signals from an incoming voice call.
Gennadi LEMBERSKY, Neta ROSENFELD
Filed: 6 Jan 22
Utility
System and Method for Spoofing Detection
29 Jun 23
A system and method for classification of voice samples to genuine voice samples or spoofing voice samples may include: extracting a set of features from each of a plurality of voice samples, each voice sample labeled as genuine or spoof; training a neural network having a plurality of nodes organized into layers, with links between the nodes, wherein each link comprises a weight, with the sets of features, by adjusting at least one of the weights using a loss function that comprises a regulation factor, wherein the regulation factor is set to zero for voice samples labeled as genuine and is proportional to the prediction of the neural network for data samples labeled as spoofing.
Borys HAVDAN, Gennadi LEMBERSKY, Yevhenil LUKIN
Filed: 27 Dec 21
Utility
Analytics to Increase Performance of Robotic Process Automation Solutions
29 Jun 23
A system is provided for an automation tool system that is adapted to analyze data structures for robotic process automation (RPA) solutions.
Simone MIMUN, Adi LEVINSHTEIN, Yuval SHACHAF
Filed: 27 Dec 21
Utility
Systems and Methods for Prioritizing Emergency Calls
29 Jun 23
Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; calculating, by the data calculation engine, a priority of the call interaction from the text and organization, location, and time information in the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.
Roman FRENKEL, Tal RASKIN, Adi BEN ZEEV, Stav MISHORY, Dan TEPLITSKI, Hadas KATZ
Filed: 27 Feb 23
Utility
Systems and methods for detecting complaint interactions
27 Jun 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: 21 Sep 21
Utility
Customer journey management
27 Jun 23
Systems and methods of managing customer journeys are implemented using one or more processors in a computing system.
Natalia Beatriz Piaggio, Leonard Newnham
Filed: 8 Aug 22
Utility
Automated scheduling assistant for a workforce management system
23 May 23
A system and methods are provided for a workforce management (WFM) system adapted to perform automated scheduling operations based on scheduling rule(s) and/or parameter(s).
Nicholas Duane Martin, Brent Allen Haferkamp, Oren Gerstner, Chetan Prajapati, Juan Claudio Serviere Morales
Filed: 8 Apr 22
Utility
Systems and methods for prioritizing emergency calls
23 May 23
Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; extracting, by a data calculation engine, organization, location, and time information from the text; calculating, by the data calculation engine, a priority of the call interaction from the extracted information and the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to a queue of the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.
Roman Frenkel, Tal Raskin, Adi Ben Zeev, Stav Mishory, Dan Teplitski, Hadas Katz
Filed: 10 Jun 22
Utility
System and method for detecting and fixing robotic process automation failures
9 May 23
A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.
David Geffen, Lior Epstein, Gal Tesler
Filed: 3 Oct 22
Utility
System and method for providing real-time lockless parallel screen recording compliance enforcement to omni channel cloud systems
9 May 23
A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein.
Jonathan Erez, Ofir Mecayten, Yaron Cohen
Filed: 27 Oct 22
Utility
Method and system for separating and authenticating speech of a speaker on an audio stream of speakers
9 May 23
A method for separating and authenticating speech of a speaker on an audio stream of speakers over an audio channel may include receiving audio stream data of the audio stream with speech from a speaker to be authenticated speaking with a second speaker.
Alon Menahem Shoa, Roman Frenkel, Matan Keret
Filed: 17 Nov 20
Utility
System and Method for Identifying Truthfulness of a Disposition In a Contact Center
4 May 23
A computerized-method for identifying truthfulness of a disposition, in a contact center is provided herein.
Ganesh KSHIRSAGAR, Mahesh Gutal, Piyush Tayde, Salil Dhawan, Sushank Dahiwadkar
Filed: 31 Oct 21
Utility
Systems and methods for retrieving and presenting information using augmented reality
2 May 23
A system and method for recognizing a person, including: capturing an identifying feature of the person; identifying the person based on the identifying feature to return a person identity; using the person's identity, retrieving information about the person from a person information database; and displaying the retrieved information in an overlay with a facial image of the person to a user. menu items can also be displayed.
Jayesh Doolani, Nicholas Duane Martin, Sathish Babu Adluru Subas
Filed: 28 May 21
Utility
Device, system and method for summarizing agreements
25 Apr 23
A computerized system for summarizing agreements between two or more parties, comprises one or more processors.
David Geffen, Eshay Livne, Omer Abramovich, Eyal Eshel
Filed: 8 Oct 20
Utility
Real-time Agent Assistance Using Real-time Automatic Speech Recognition and Behavioral Metrics
20 Apr 23
A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.
Gordon Scott EDWARDS, Jon A. ARROWOOD, Mark FINLAY
Filed: 29 Nov 22
Utility
Industry benchmark forecasting in workforce management
18 Apr 23
A method for providing anonymized contact information to a workforce management system includes receiving contact information from a plurality of customer business units; assigning each of the plurality of customer business units one or more industry classification codes or product classification codes; anonymizing, by a processor, the contact information to the one or more industry classification codes or product classification codes; receiving, by a processor, a query from a workforce management system for anonymized contact information in one or more industry classification codes or product classification codes; and providing the anonymized contact information to the workforce management system for use in a workforce management predictive model.
Gregory E. Frangos, Thomas S. Otvos
Filed: 21 Nov 22