128 patents
Page 3 of 7
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
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 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
Utility
System and method for infrastructure resource optimization
13 Dec 22
A system and method of altering computer resource allocation may include receiving a first time-series metric describing a processes; receiving a second time-series resource metric describing a computer resource; and analyzing the first time-series metric and the second time-series resource metric as an independent and a dependent variable to determine a gradient coefficient defining the ratio of the rate of change between the first time-series metric and the second time-series resource metric.
Pratim Kumar Bhattacharya, Sameer Pokarna, Yuvraj Amrutrao Sawant
Filed: 10 Nov 20
Utility
Industry benchmark forecasting in workforce management
6 Dec 22
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: 16 Feb 22
Utility
Method and system for providing elastic media forking infrastructure to cloud distributed real-time applications
29 Nov 22
A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein.
Yaron Cohen, Ofir Mecayten
Filed: 25 Apr 22
Utility
System and method using zero knowledge proofs for alert sharing
29 Nov 22
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: 26 Feb 20
Utility
Systems and methods for automated uptime monitoring of internet-based software
29 Nov 22
A system and method for determining automated uptime of internet-based software may include one or more memories storing check suites, each check suite including an ordered sequence of a plurality of checks corresponding to an execution flow of an ordered sequence of functions of the internet-based software; and one or more processors configured to determine a total amount of down time for a monitoring period by: during each time interval of the monitoring period, performing each of the plurality of check suites on the internet-based software, and applying at least one weighing factor to results of performing each of the plurality of check suites.
Paul Lin Roest, Arunkumar Anandhan
Filed: 15 Apr 20
Utility
Click to document
22 Nov 22
A computerized-method for automatically documenting automatically-discovered actions of a business-process for automation thereof is provided herein.
Yuval Shachaf, Yaron Bialy, Natan Katz, Eran Roseberg
Filed: 28 Jan 21
Utility
System and method for automatic key phrase extraction rule generation
22 Nov 22
A method, system, and non-transitory processor-readable storage medium for automatic key phrase rule generation for automatic key phrase extraction including: receiving a corpus sample including a plurality of documents containing text, receiving a plurality of identified key phrases which relate to a topic of the text of at least one corresponding document; assigning a part-of-speech to each word in the corpus sample; generating a part-of-speech pattern from each identified key phrase; and generating key phrase rules.
Inna Achlow, Naomi Zeichner, Hila Kneller
Filed: 28 Feb 17
Utility
System and method for detecting fraud rings
22 Nov 22
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: 14 May 20
Utility
System and method for detecting and fixing robotic process automation failures
22 Nov 22
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: 15 Oct 20
Utility
Method and system for fraud clustering by content and biometrics analysis
15 Nov 22
A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein.
Roman Frenkel, Matan Keret, Roman Shternharts, Itay Kalman Harel, Galya Julya Bar, Yaara Bar, Michal Daisey Momika
Filed: 30 Dec 21
Utility
Systems and methods for analyzing computer input to provide next action
25 Oct 22
A system and method may analyze computer actions on a computer desktop system.
Ariel Smutko, Aviv Yehezkel
Filed: 8 Aug 19
Utility
Systems and methods for proactive fraudster exposure in a customer service channel
20 Sep 22
Methods for improved fraudster detection in a call center.
Roman Frenkel, Gal Wolbe, Ofir Lavi
Filed: 14 May 21
Utility
Customer journey management
20 Sep 22
Systems and methods of managing customer journeys are implemented using one or more processors in a computing system.
Natalia Beatriz Piaggio, Leonard Michael Newnham
Filed: 30 Apr 21
Utility
System and method for combining phonetic and automatic speech recognition search
13 Sep 22
A text search query including one or more words may be received.
William Mark Finlay, Robert William Morris, Peter S. Cardillo, Maria Michaela Kunin
Filed: 26 Aug 19