128 patents
Page 2 of 7
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
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
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
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
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
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
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 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 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
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
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
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