128 patents
Page 6 of 7
Utility
Method and system for proactive fraudster exposure in a customer service channel
15 Jun 21
A computer-implemented method for proactive fraudster exposure in a customer service center having multiple service channels is provided herein.
Levan Michaeli, Zvika Weingarten, Itay Harel, Roman Frenkel, Matan Keret, Amit Sharon, Sigal Lev
Filed: 30 Jul 19
Utility
Graph-based approach for voice authentication
8 Jun 21
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: 26 Jun 19
Utility
Customer journey management
25 May 21
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: 6 Jun 20
Utility
Systems and methods for providing coachable events for agents
11 May 21
A method for providing coachable events for agents within a call center is provided.
Robert William Morris, Jon Augustus Arrowood, Brett Victor Forman
Filed: 14 May 20
Utility
System and method for performing agent behavioral analytics
11 May 21
A system and method for generating an agent behavioral analytics including transcribing an incoming call to produce a call transcription; and using a trained convolutional neural network (CNN) to produce behavioral labels for the agent in the incoming call for behavioral metrics, based on the call transcription.
Hila Weisman, Raanan Gonen, Rana Daoud, Hila Kneller
Filed: 10 Feb 19
Utility
System and method for work period scheduler
27 Apr 21
A work period scheduler includes one or more data processors configured to receive performance data relating to the performance of one or more individual workers from a database.
Omer Abramovici, Iftach Smith, Charles William Gulledge
Filed: 23 Sep 16
Utility
Upfront customer time consideration along with optimized agent desktop in a contact center
27 Apr 21
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: 14 May 20
Utility
System and method for mapping a customer journey to a category
23 Mar 21
Systems and methods of mapping a customer journey in an interactive voice response (IVR) system to a contact reason from a contact reasons list: receive an IVR log comprising a plurality of customer journey entries, wherein each customer journey entry comprises a sequence of one or more menu identifiers; generate an embedding vector for each menu identifier; filter one or more menu identifiers from a menu identifier list, wherein the menu identifier list comprises all menu identifiers contained in the IVR log; cluster one or more remaining menu identifiers from the menu identifier list into one or more clusters, based on the embedding vector of each menu identifier; map each cluster to a contact reason; and create a rule that categorizes a newly received IVR sequence based on a cooccurrence of at least one menu identifier in the newly received IVR sequence and in a given cluster.
Hila Kneller, Gennadi Lembersky
Filed: 9 Sep 19
Utility
Method and system for fraud clustering by content and biometrics analysis
2 Feb 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: 13 Jan 20
Utility
Method and system for automatic detection of agent availability to attend a schedule and reassignment thereof
12 Jan 21
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: 15 Jun 20
Utility
Method and system for separating and authenticating speech of a speaker on an audio stream of speakers
4 Jan 21
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: 30 Dec 18
Utility
Method and system for creating a fragmented video recording of events on a screen using serverless computing
28 Dec 20
A method for creating a fragmented recording of events on a screen of a computer may receiving a start recording request to record screen events.
Yaron Cohen, Efim Kolodizner, Aviv Sevillia
Filed: 4 Nov 18
Utility
System and method for automatically validating agent implementation of training material
14 Dec 20
A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.
Leon Portman, Liron Stein, Amram Amir Cohen, Alexander Grushko, Dror Eilan, Raanan Gonen, Naor Haimov
Filed: 17 Aug 20
Utility
Device, system and method for summarizing agreements
7 Dec 20
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: 16 Feb 15
Utility
System and method for distributing an agent interaction for evaluation based on the quality of service
7 Dec 20
A computerized system in a cloud-based computing environment for preventing an evaluation of agent recording segments having bad customer sentiment due to low network Quality of Service (QoS), is provided herein.
Rahul Vyas, Piyush Shirke
Filed: 23 Feb 20
Utility
Systems and methods for fast play back of recorded data
30 Nov 20
A method for transcoding data for playback via a HTML5 player is provided.
Efim Kolodizner, Reuven Kandov, Tal Haguel, Tal Zur
Filed: 7 Aug 17
Utility
Transaction tracking and display
30 Nov 20
A transaction tracking system includes a display that permits viewing the relationship between related transactions.
Yoram Pomer, Sivan Landau, Itai Veltzman
Filed: 29 Nov 18
Utility
Seamless authentication and enrollment
30 Nov 20
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: 16 Feb 17
Utility
System and method for mapping a customer journey to a category
23 Nov 20
Systems and methods for mapping a customer journey in an interactive voice response (IVR) system to a category from a categories list, build a directed graph based on one or more sample IVR customer journeys; generate a black list based on the directed graph; for a given customer journey: filter one or more non-informative menus from the plurality of available menus based on the black list; concatenate the respective associated menu prompt of each menu that was not filtered, and one or more user responses to one or more menu prompts from the series of interactions in the given customer journey, into a concatenated word string; calculate a similarity score between the concatenated word string and a category name of each category from the categories list; and map the given customer journey to the category whose category name produces the highest similarity score.
Hila Kneller, Yuval Shachaf, Gennadi Lembersky
Filed: 5 Sep 18
Utility
System and method for detecting and fixing robotic process automation failures
23 Nov 20
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: 4 May 20