287 patents
Page 4 of 15
Utility
System and Method for Identifying and Utilizing Effectiveness of an Agent Handling Elevated Channels During an Interaction In an Omnichannel Session Handling Environment
13 Apr 23
A computerized-method for identifying and utilizing effectiveness of an agent elevating channels during an interaction, in an Omnichannel-Session-Handling environment, is provided herein.
Kunal KHANVILKAR, Mehul Patankar, Rahul Vyas, Salil Dhawan, Sourav Chauhan
Filed: 12 Oct 21
Utility
Systems and Methods Automatically Adjusting Minimum Support for Routing Mining
13 Apr 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
Computerized Monitoring of Digital Audio Signals
13 Apr 23
A digital audio quality monitoring device uses a deep neural network (DNN) to provide accurate estimates of signal-to-noise ratio (SNR) from a limited set of features extracted from incoming audio.
Roman FRENKEL, Matan KERET, Michal Daisey LERER
Filed: 12 Dec 22
Utility
Authentication via a dynamic passphrase
11 Apr 23
A computerized method for voice authentication of a customer in a self-service system is provided.
Matan Keret, Amnon Buzaglo
Filed: 25 May 21
Reissue
System and method for tracking web interactions with real time analytics
4 Apr 23
A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents.
Hadas Liberman Ben-Ami, Leon Portman, Yuval Marco, Yosef Golan, Shlomi Haba, Iftach Smith, Yizhar Ronen, Yohay Etsion, Igor Cher, Naama Damti, Assaf Frenkel, Uzi Baruch
Filed: 3 Jun 21
Utility
Automated Staffing Profile Distribution with Multi-variable Optimization
30 Mar 23
Methods of determining optimal staffing distributions include receiving input, wherein the input includes a first workforce constraint and a second workforce constraint; identifying a plurality of values for the first workforce constraint; determining, for each identified value for the first workforce constraint, a combination of the plurality of agent groups that provide the identified value for the first workforce constraint; selecting, for each identified value for the first workforce constraint, a combination of the plurality of agent groups from the determined combinations, that provides an optimal value for the second workforce constraint; generating an optimal line; displaying the optimal line on a graphical user interface; receiving a selection of a point on the optimal line; and applying the selected point to a staffing distribution plan.
Kalyani CHENNUPATI, Chetan PRAJAPATI, Thi CAO, Raji MULUPURI, Brent HAFERKAMP
Filed: 29 Sep 21
Utility
System and method for calculating agent skill satisfaction index and utilization thereof
28 Mar 23
A computerized-method for calculating an agent skill-satisfaction-index and utilization thereof, is provided herein.
Abhijit Wasulkar, Jason Williams, Mukesh Agarwal, Priyanka Sutar
Filed: 24 Feb 22
Utility
System and method for providing real-time lockless parallel screen recording compliance enforcement to omni channel cloud systems
28 Mar 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: 25 Apr 22
Utility
System and method for dynamic redundant call recording
28 Mar 23
A system or method for dynamic redundant call recording may include a plurality of recording devices, each recording device having a plurality of recording resources, and a resource allocator.
Efim Kolodizner, Aviv Sevillia, Uri Frieder
Filed: 25 Aug 20
Utility
Real-time Fraud Detection In Voice Biometric Systems Using Repetitive Phrases In Fraudster Voice Prints
16 Mar 23
A system is provided for real-time fraud detection with a fraudster voice print watchlist of repetitive fraudster phrases.
Matan KERET, Jon A. ARROWOOD, Peter CARDILLO
Filed: 14 Sep 21
Utility
Upfront Customer Time Consideration along with Optimized Agent Desktop In a Contact Center
16 Mar 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
Industry Benchmark Forecasting In Workforce Management
16 Mar 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
Utility
Artificial intelligence model for predicting playback of media data
14 Mar 23
A system is provided to predict requested playbacks of media files by users from a media storage system.
Natan Katz, Shem Tov Shay Levy, Tal Haguel
Filed: 13 Jul 20
Utility
System and method for combining phonetic and automatic speech recognition search
14 Mar 23
A text search query including one or more words may be received.
William Mark Finlay, Robert William Morris, Peter S. Cardillo, Maria Kunin
Filed: 28 Jul 22
Utility
Method for training a spoofing detection model using biometric clustering
14 Mar 23
Systems for and methods of training a spoofing detection model include receiving a plurality of customer call interactions; classifying each of the plurality of customer call interactions as a spoofed call or a non-spoofed call using a spoofing detection model; generating a voiceprint for each of the plurality of customer call interactions; comparing the generated voiceprints; grouping the generated voiceprints into one or more clusters based on the comparing, wherein each cluster represents a single speaker; locating a cluster containing a spoofed call and a non-spoofed call, thereby indicating that the non-spoofed call was misclassified by the spoofing detection model; and updating the spoofing detection model with the non-spoofed call.
Roman Frenkel, Matan Keret, Amit Sharon
Filed: 4 Dec 20
Utility
System and Method for Net Promoter Score Prediction
2 Mar 23
A system and method for generating response data statistics by for example, receiving response data items, each including an associated score measuring the likelihood of a user to recommend.
Advait SAMANT, Kundan JHA, Praver CHAWLA, Sumit VASHISTHA
Filed: 1 Sep 21
Utility
Fraud Detection In Voice Biometric Systems Through Voice Print Clustering
2 Mar 23
A system is provided for fraud prevention upscaling with a fraudster voice print watchlist.
Michael FAINSTEIN, Roman FRENKEL
Filed: 2 Sep 21
Utility
System and method for combining phonetic and automatic speech recognition search
21 Feb 23
A text search query including one or more words may be received.
William Mark Finlay, Robert William Morris, Peter S. Cardillo, Maria Kunin
Filed: 28 Jul 22
Utility
System and Method for Providing Real-time Lockless Parallel Screen Recording Compliance Enforcement to Omni Channel Cloud Systems
16 Feb 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 Providing Elastic Media Forking Infrastructure to Cloud Distributed Real-time Applications
16 Feb 23
A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein.
Yaron COHEN, Ofir MECAYTEN
Filed: 20 Oct 22