128 patents
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 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 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
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
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
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
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
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
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
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