287 patents
Page 5 of 15
Utility
System and method for gender based authentication of a caller
14 Feb 23
A system and method for authenticating a caller may include receiving an incoming call from the caller, determining a gender of the caller, and selecting, based on the determined gender, to search for the caller in one of: a watchlist of untrustworthy female callers, and a watchlist of untrustworthy male callers.
Guy Earman, Matan Keret, Roman Frenkel
Filed: 4 Aug 21
Utility
System and Method for Dynamic Digital Survey Channel Selection
9 Feb 23
A computerized-method for dynamic digital-survey-channel selection is provided herein.
Pavan LAHOTI, Shivdatta MORWADKAR, Yuval SHACHAF
Filed: 3 Aug 21
Utility
System and Method for Gender Based Authentication of a Caller
9 Feb 23
A system and method for authenticating a caller may include receiving an incoming call from the caller, determining a gender of the caller, and selecting, based on the determined gender, to search for the caller in one of: a watchlist of untrustworthy female callers, and a watchlist of untrustworthy male callers.
Guy EARMAN, Matan Keret, Roman Frenkel
Filed: 4 Aug 21
Utility
System and Method for Improving Quality Assurance Process In Contact Centers
9 Feb 23
Embodiments of the invention are directed to a computer-implemented system and method of performing quality assurance.
Abhijit Mokashi, Onkar Hingne
Filed: 15 Jul 21
Utility
Upfront customer time consideration along with optimized agent desktop in a contact center
7 Feb 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: 7 Mar 22
Utility
System and Method for Detecting and Fixing Robotic Process Automation Failures
26 Jan 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
Robotic process automation for significant sequences of desktop events
24 Jan 23
A system is provided for an artificial intelligence engine adapted to identify robotic process automation' opportunities based on return on investment (ROI) potential for automation.
Ariel Smutko, Aviv Yehezkel, Eran Roseberg, Yaron Moshe Bialy
Filed: 9 Jan 19
Utility
System and Method for Managing Staffing Variances In a Contact Center
19 Jan 23
A computerized-method for managing staffing-variances in a contact-center is provided herein.
Rakesh Shete, Ruchika Pashine
Filed: 18 Jul 21
Utility
System and Method Using Zero Knowledge Proofs for Alert Sharing
19 Jan 23
Securely sharing proof of knowledge of information without revealing the information, for example to allow an institution to prove it has knowledge regarding an alert.
Simon ROBINS
Filed: 23 Sep 22
Utility
Analysis and matching of voice signals
17 Jan 23
Methods for detecting fraud include receiving a plurality of call interactions; extracting a voice print of a caller from each of the call interactions; determining which call interactions are associated with a single caller by comparing and matching pairs of voice prints of the call interactions; organizing the call interactions associated with a single caller into a group; and determining that a matching phrase was spoken by the single caller in a first call interaction and second call interaction in the group.
Peter Cardillo, Jon A. Arrowood, Robert Morris
Filed: 27 Sep 21
Utility
Systems and methods for coverage analysis of textual queries
17 Jan 23
A computer based system and method for assigning queries to topics and/or visualizing or analyzing query coverage may include, using a computer processor, searching, using a set of queries, over a set of text documents, to produce for each query a set of search results for the query.
Robert William Morris
Filed: 23 Apr 19
Utility
Systems and methods for finding an interaction subset within a set of interactions
10 Jan 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: 3 Dec 21
Utility
Dynamic metric optimization in predictive behavioral routing
10 Jan 23
Methods for optimizing the routing of customer communications include receiving a customer communication; identifying a customer associated with the customer communication; accessing a profile of the identified customer to determine customer data; receiving customer metric scores for a plurality of customer metrics; identifying available agents; accessing a profile of each available agent to determine agent data; predicting interaction outcome metric values for a plurality of customer metrics based on the customer data and the agent data; calculating, in real-time, an aggregate agent-customer pairing score for each available agent; selecting a responding agent from the available agents with the highest aggregate agent-customer pairing score; and providing a routing recommendation to a communication distributor to route the customer communication to the responding agent with the highest aggregate agent-customer pairing score.
Andrew Michael Traba, Luke Daniel Olson
Filed: 21 Jul 21
Utility
Systems and Methods for Analyzing Computer Input to Provide Next Action
5 Jan 23
A system and method may analyze computer actions on a computer desktop system.
Ariel Smutko, Aviv Yehezkel
Filed: 1 Sep 22
Utility
System and Method for Detecting Fraud Rings
5 Jan 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
System and Method for Improved Trading with Agent Ranking and Schedule Tagging
5 Jan 23
A computerized-method for trading a scheduled-working-shift, is provided herein.
Priyanka PADALALU, Ruchika Pashine, Vaibhav Chobe
Filed: 4 Jul 21
Utility
Computerized monitoring of digital audio signals
3 Jan 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: 10 Jun 21
Utility
System and Method of Identifying and Utilizing Agent Effectiveness In Handling Multiple Concurrent Multi-channel Interactions
29 Dec 22
A computerized-method for identifying and utilizing effectiveness of agent handling multiple concurrent multi-channel interactions is provided herein.
Rahul VYAS, Salil Dhawan
Filed: 28 Jun 21
Utility
System and method for generation of case-based data for training machine learning classifiers
27 Dec 22
System and method for generating case-based data including receiving, input data describing an event of interest; if the input data is not in a format of a property graph then transforming the input data into a first property graph describing the event of interest and representing a first network, wherein the first property graph includes a plurality of network elements and properties of at least some of the plurality of network elements, wherein the network elements include entities and links describing relationships between the entities; changing a network element in the first property graph to create a second property graph of a new network; and using the second property graph as the case-based data.
Pinchas Ben-Or, Yoav Avneon
Filed: 18 May 18
Utility
Real-time agent assistance using real-time automatic speech recognition and behavioral metrics
27 Dec 22
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: 3 Mar 22