128 patents
Page 5 of 7
Utility
Industry benchmark forecasting in workforce management
8 Mar 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: 27 Jul 20
Utility
Method and system for fraud clustering by content and biometrics analysis
15 Feb 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: 15 Jul 21
Utility
Systems and methods for intelligent adherence or conformance analysis coaching
1 Feb 22
A system and method for intelligent adherence analysis/conformance analysis coaching where a graphical user interface, which allows a supervisor to select a date range and an objective, such as a goal amount of adherence/conformance to occur at a goal frequency, is displayed; adherence/conformance data, for one or more agents, is received, agents are determined to require coaching based on a comparison of the adherence/conformance data at the goal frequency to the goal amount of occurrences of the goal amount of adherence/conformance at the goal frequency; coaching sessions are scheduled with each of the agents determined to require coaching; and an alert, which includes information indicating why the agent requires coaching, is transmitted to each of those agents.
Kalyani Jyotii Chennupati, Tawana Labelle Manning, Ammata Soutdarany
Filed: 10 Oct 19
Utility
Systems and methods for finding an interaction subset within a set of interactions
25 Jan 22
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: 21 Aug 18
Utility
System and method for performing voice biometrics analysis
9 Nov 21
In a system and method for audio analysis in a cloud-based computerized an authentication (RTA) manager micro-service may send an audio packet to a voice processor micro-service.
Matan Keret, William Mark Finlay, Peter S. Cardillo
Filed: 24 Apr 20
Utility
Systems and methods for detecting complaint interactions
26 Oct 21
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: 25 Nov 19
Utility
Systems and methods for real-time analytics detection for a transaction utilizing synchronously updated statistical aggregation data
12 Oct 21
A system and method for performing real-time analytics detection where a current profile update is derived from a current incoming transaction for an entity and stored in a profile update table, an up-to-date profile for the entity is derived from the most recent profile stored in a profile table and from all recent profile updates stored in the profile update table for the entity which are more recent than the last time the most recent profile was last updated, the up-to-date profile is utilized to perform the detection, and, the current profile is updated in a consistent manner, without utilizing an update lock on the profile table, by only updating the profile in the profile table based on the recent profile updates which are earlier than a current time minus a synchronization period which is larger than a maximum potential time difference between different clocks in the system.
Shlomi Weizman
Filed: 12 Jul 19
Utility
Bidding system for skill-based routing system
12 Oct 21
A computerized-method for reducing overtime payment cost in a contact center due to multiple agents unexpected absence.
Niranjan Nitin Bagade
Filed: 18 Mar 20
Utility
Method and system for providing elastic media forking infrastructure to cloud distributed real-time applications
31 Aug 21
A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein.
Yaron Cohen, Ofir Mecayten
Filed: 4 Feb 21
Utility
Method and system for fraud clustering by content and biometrics analysis
31 Aug 21
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: 22 Dec 20
Utility
Optimized serverless cloud processing based on processing job requirements
10 Aug 21
A system is provided for optimized selection of serverless cloud processing units for resource intensive processing operations.
Yaron Cohen, Peri Fishgold, Alexander Malev
Filed: 30 Jun 20
Utility
Dynamic metric optimization in predictive behavioral routing
10 Aug 21
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 normalized 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; normalizing the predicted interaction outcome metric values; 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: 28 May 20
Utility
Systems and methods for retrieving and presenting information using augmented reality
27 Jul 21
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: 22 Aug 19
Utility
Method and system for deanomymizing cryptocurrency users by analyzing bank transfers to a cryptocurrency exchange
20 Jul 21
A computerized method for deanonymizing cryptocurrency users by analyzing bank transfers to a cryptocurrency exchange may include receiving data from a currency transfer made by a user at a bank to a cryptocurrency exchange.
Simon Robins
Filed: 28 Nov 18
Utility
Image based method and system for building object model and application states comparison and graphic-based interoperability with an application
13 Jul 21
A system and method for enabling graphic-based interoperability between computer executed applications.
Alexander Vaindiner, Vitaly Shelest, Yuri Staloverov
Filed: 3 Dec 19
Utility
Authentication via a dynamic passphrase
13 Jul 21
A computerize method for voice authentication of a customer in a self-service system is provided.
Matan Keret, Amnon Buzaglo
Filed: 10 Feb 20
Utility
Systems and methods for interaction evaluation
13 Jul 21
A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.
Abhijit Mokashi, Amram Amir Cohen
Filed: 29 Mar 19
Utility
Seamless text dependent enrollment
13 Jul 21
Methods and systems for transforming a text-independent enrollment of a customer in a self-service system into a text-dependent enrollment are provided.
Matan Keret, Omer Kochba, Amnon Buzaglo
Filed: 7 Feb 20
Utility
Method and system for optimizing distribution of incentive budget for additional time interval allocation in a multi-week work schedule
6 Jul 21
A computer-implemented method for optimizing distribution of incentive-budget for additional time interval allocation in a multi-week work schedule is provided herein.
Robert Michael Dvorscak, Jr., Charles William Gulledge, Rob Harris Duplantis
Filed: 13 Jun 19
Utility
Systems and methods for invisible identification of agents participating in on-line communication sessions
22 Jun 21
A computerized-method for identification of a particular agent within a contact center that participates in an on-line chat session with a customer is provided.
Yaron Cohen, Tai Kashi, Dror Eyal
Filed: 19 Dec 17