128 patents
Page 4 of 7
Utility
Systems and methods for measuring the effectiveness of an agent coaching program
2 Aug 22
Systems and methods for measuring the effectiveness of an agent coaching program calculate a rate of change in a first Key Performance Indicator for a first agent in a first coaching program during a period of time; select a control group of agents in which agents in the control group of agents were not exposed to the first coaching program; calculate an average rate of change in the first Key Performance Indicator for the control group of agents during the period of time; and calculate a first coaching impact of the first coaching program on the first Key Performance Indicator for the first agent relative to the average rate of change in the first Key Performance Indicator for the control group of agents during the period of time.
David Geffen, Yuval Shachaf, Gennadi Lembersky
Filed: 26 Mar 20
Utility
System and method for determining and utilizing after-call-work factor in contact center quality processes
12 Jul 22
A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein.
Salil Dhawan, Harshit Kumar Sharma, Rahul Vyas
Filed: 17 Dec 20
Utility
Systems and methods for parallel recording of events on a screen of a computer
12 Jul 22
Systems and methods for parallel recording of events on a screen receive start recording requests to start recording the events, each start recording request having an associated interaction identifier; capture the events on the screen in a series of video fragment files until a stop recording request with a corresponding associated interaction identifier has been received for each start recording request; update for each video fragment file, a metadata manifest with information about each interaction having events captured in the given video fragment file; and send the video fragment files, along with the updated metadata manifest to a server as each video fragment file is completed; wherein the video fragment files are forked to interaction files based on the updated metadata manifest, each interaction file associated with a different interaction; and wherein, upon receipt of a stop recording request, the files are merged into a single video recording file.
Yaron Cohen, Peri Fishgold
Filed: 30 Aug 20
Utility
Systems and methods for analyzing computer input to provide suggested next action for automation
5 Jul 22
A system and method may determine, e.g. for suggestion to an automation designer, a next action in an automation sequence of actions being created.
Eitan Oberman, Adi Levinshtein, Eran Roseberg
Filed: 4 Aug 20
Utility
Genuineness of customer feedback
21 Jun 22
A computerized-method for generating a machine-learning model to determine genuineness of customer feedback to filter-out, non-genuine agent recording segments from evaluation.
Salil Dhawan, Rahul Vyas
Filed: 16 Mar 20
Utility
Optimized processing based on processing job requirements
14 Jun 22
A system is provided for optimized selection of a plurality of processing units for resource intensive processing operations.
Yaron Cohen, Peri Fishgold, Alexander Malev
Filed: 20 Jul 21
Utility
System and method to evaluate agent call logging in a contact center
7 Jun 22
A computerized method for evaluating agent-call-logging, in a contact center, is provided herein.
Anshu Kumar, Salil Dhawan, Somnath Kardak
Filed: 15 Dec 20
Utility
Staging tables for data ingestion of micro-batched data records
24 May 22
A system is provided to provide near real-time updates to data tables for a data warehouse using a micro-batch manager.
Lior Ben Ze'ev
Filed: 15 Sep 20
Utility
Offer selection using sequential selection operations
24 May 22
A combination of two or more offers may be selected from a plurality of offers to be served to potential respondents, in a method performed using one or more processors in a computing system.
Tomer Ram, Moshe Hadad, Ofir Ventura
Filed: 17 Oct 16
Utility
Method and system for providing elastic media forking infrastructure to cloud distributed real-time applications
24 May 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: 21 Jul 21
Utility
System and method for providing real-time lockless parallel screen recording compliance enforcement to omni channel cloud systems
24 May 22
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: 21 Mar 21
Utility
System and method for generating and implementing a real-time multi-factor authentication policy across multiple channels
17 May 22
Systems and methods for generating and implementing a real-time multi-factor authentication policy across multiple channels, are configured to: during a pre-authentication stage: receive, via a user interface, information defining one or more scenarios; receive, via the user interface, information defining one or more authentication flows; for each of the one or more scenarios, map one of the one or more authentication flows to a given scenario; and generate a multi-factor authentication policy associated with each of the one or more scenarios; and during a real-time authentication stage: upon receiving an interaction, identify, by a decision engine, a relevant scenario of the one or more scenarios; implement, by the decision engine, the multi-factor authentication policy associated with the relevant scenario; and determine, by the decision engine, an authentication result.
Matan Keret, Itay Harel, Amit Sharon
Filed: 9 Jul 19
Utility
Automated scheduling assistant for a workforce management system
26 Apr 22
A system is provided for a workforce management system adapted to perform automated scheduling operations based on one or more scheduling rules.
Nicholas Duane Martin, Brent Allen Haferkamp, Oren Gerstner, Chetan Prajapati, Juan Claudio Serviere Morales
Filed: 1 May 19
Utility
Systems and methods for providing coachable events for agents
19 Apr 22
A method for providing coachable events for agents within a call center is provided.
Robert William Morris, Jon Augustus Arrowood, Brett Victor Forman
Filed: 12 Apr 21
Utility
Upfront customer time consideration along with optimized agent desktop in a contact center
19 Apr 22
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: 22 Mar 21
Utility
Method and system for accessing table content in a digital image of the table
19 Apr 22
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: 12 Jun 20
Utility
Method and system for automatic detection of agent availability to attend a schedule and reassignment thereof
22 Mar 22
A computerized method for automatic detection of an availability of an agent to attend a schedule of customer calls in a call center and reassignment thereof may include assessing an agent availability to attend a schedule in a predefined time interval before a starting time of the schedule.
Suhas Suresh Gogate
Filed: 23 Nov 20
Utility
Real-time agent assistance using real-time automatic speech recognition and behavioral metrics
22 Mar 22
A method of assisting an agent in real-time includes 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: 28 Jul 21
Utility
Systems and methods for discovery of automation opportunities
8 Mar 22
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: 13 Jun 19
Utility
Artificial-intelligence powered skill management systems and methods
8 Mar 22
Methods for routing customers to an agent include receiving a customer communication; representing the customer communication as an array of one or more agent skills desired to handle the customer communication in one hot coding format or as a vector with an induced metric using an embedding algorithm; routing the represented customer communication to an agent having the one or more agent skills; measuring performance of the agent in relation to the one or more agent skills during or after the customer communication; updating, in real-time, one or more performance scores of the agent in a skill profile, wherein the one or more performance scores are related to the one or more agent skills; and routing subsequent customer communications based on the updated one or more performance scores.
Ifat Shwartz, Tal Raskin, Michael Segal, Natan Katz
Filed: 1 May 20