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    SYSTEM AND METHOD OF SENTIMENT MODELING AND APPLICATION TO DETERMINE OPTIMIZED AGENT ACTION
    1.
    发明申请
    SYSTEM AND METHOD OF SENTIMENT MODELING AND APPLICATION TO DETERMINE OPTIMIZED AGENT ACTION 审中-公开

    公开(公告)号：WO2021076498A1

    公开(公告)日：2021-04-22

    申请号：PCT/US2020/055386

    申请日：2020-10-13

    Applicant: VERINT AMERICAS INC.

    Inventor： JOHNSTON, Michael

    IPC: G06F40/30 ,  G06F40/216 ,  G06Q30/00

    Abstract: The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system corelates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.

    DETECTING ANOMALIES IN TEXTUAL ITEMS USING CROSS-ENTROPIES
    2.
    发明申请
    DETECTING ANOMALIES IN TEXTUAL ITEMS USING CROSS-ENTROPIES 审中-公开

    公开(公告)号：WO2020257304A1

    公开(公告)日：2020-12-24

    申请号：PCT/US2020/038169

    申请日：2020-06-17

    Applicant: VERINT AMERICAS INC.

    Inventor： FREEMAN, Cynthia

    IPC: G06F40/30 ,  G06F40/216

    Abstract: In an implementation, a method (200) for detecting anomalies in textual items is provided. The method includes: receiving a first plurality of textual items by a computing device (110) (210); training a language model using the received first plurality of textual items by the computing device (220); after training the language model, receiving a second plurality of textual items by the computing device (230); calculating a cross-entropy for each textual item in the second plurality of textual items by the computing device using the language model (240); and detecting an anomaly in at least one of the textual items of the second plurality of textual items by the computing device using the calculated cross-entropies (250).

    SYSTEM AND METHOD FOR QUEUE LOOK AHEAD TO OPTIMIZE WORK ASSIGNMENT TO AVAILABLE AGENTS
    3.
    发明申请
    SYSTEM AND METHOD FOR QUEUE LOOK AHEAD TO OPTIMIZE WORK ASSIGNMENT TO AVAILABLE AGENTS 审中-公开

    公开(公告)号：WO2020257181A1

    公开(公告)日：2020-12-24

    申请号：PCT/US2020/037907

    申请日：2020-06-16

    Applicant: VERINT AMERICAS INC.

    Inventor： MCSWIGGAN, Stephen

    IPC: G06F9/50 ,  H04M3/51 ,  H04M3/523

    Abstract: In the present disclosure, analytics are applied to work items while the work items are waiting in a work queue in order to optimize the routing and allocation of work items to agents in the most efficient manner possible, while optimizing agents being assigned to work items they are most qualified to handle. By performing a look ahead at more than the initial work item, the system assesses the agent skills required by imminent work items in the work queue. This is then compared to a skillset of each available and/or soon to be available agent in order to achieve the optimal allocation of the work items to maximize the work item being assigned the best qualified agent. The work items are then routed to the agents accordingly.In the present disclosure, analytics are applied to work items while the work items are waiting in a work queue in order to optimize the routing and allocation of work items to agents in the most efficient manner possible, while optimizing agents being assigned to work items they are most qualified to handle. By performing a look ahead at more than the initial work item, the system assesses the agent skills required by imminent work items in the work queue. This is then compared to a skillset of each available and/or soon to be available agent in order to achieve the optimal allocation of the work items to maximize the work item being assigned the best qualified agent. The work items are then routed to the agents accordingly.

    SYSTEMS AND METHODS FOR SCHEDULING CONTACT CENTER AGENTS
    5.
    发明申请
    SYSTEMS AND METHODS FOR SCHEDULING CONTACT CENTER AGENTS 审中-公开
    调度联系中心代理的系统和方法

    公开(公告)号：WO2008002967A2

    公开(公告)日：2008-01-03

    申请号：PCT/US2007/072214

    申请日：2007-06-27

    Applicant: VERINT AMERICAS INC. ,  FAMA, Jason ,  PELEG, Uri ,  SHVARTS, Simon ,  BOURKE, Michael, Robert ,  NIES, James, Gordon ,  PRABHU, Vinod

    Inventor： FAMA, Jason ,  PELEG, Uri ,  SHVARTS, Simon ,  BOURKE, Michael, Robert ,  NIES, James, Gordon ,  PRABHU, Vinod

    IPC: H04M3/00

    CPC classification number: H04M3/5237 ,  G06Q10/103 ,  H04M3/5233

    Abstract: Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with skills that are to be used for scheduling agents of the local contact center; and generating work schedules for the agents of the local contact center based, at least in part, on a correlation between the skills of the agents of the remote contact center and the local contact center, and an evaluation of the work schedules of the agents of the remote contact center.

    Abstract translation: 提供了调度联络中心代理的系统和方法。 在这方面，代表性方法包括：接收与本地联络中心共享联系的远程联络中心的代理人的工作时间表和技能相应的信息; 将技能与用于本地联络中心的代理人的技能相关联; 以及至少部分地基于所述远程联络中心的代理人的技能与本地联络中心之间的相关性，以及对代理人的工作时间表的评估，为本地联络中心的代理生成工作表 远程联络中心。

    SYSTEMS AND METHODS FOR SCHEDULING CONTACT CENTER AGENTS
    7.
    发明申请
    SYSTEMS AND METHODS FOR SCHEDULING CONTACT CENTER AGENTS 审中-公开
    用于调度接触中心剂的系统和方法

    公开(公告)号：WO2008002967A3

    公开(公告)日：2008-12-04

    申请号：PCT/US2007072214

    申请日：2007-06-27

    Applicant: VERINT AMERICAS INC ,  FAMA JASON ,  PELEG URI ,  SHVARTS SIMON ,  BOURKE MICHAEL ROBERT ,  NIES JAMES GORDON ,  PRABHU VINOD

    Inventor： FAMA JASON ,  PELEG URI ,  SHVARTS SIMON ,  BOURKE MICHAEL ROBERT ,  NIES JAMES GORDON ,  PRABHU VINOD

    IPC: H04M3/00 ,  H04M5/00

    CPC classification number: H04M3/5237 ,  G06Q10/103 ,  H04M3/5233

    Abstract: Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with skills that are to be used for scheduling agents of the local contact center; and generating work schedules for the agents of the local contact center based, at least in part, on a correlation between the skills of the agents of the remote contact center and the local contact center, and an evaluation of the work schedules of the agents of the remote contact center.

    Abstract translation: 提供了调度联络中心代理的系统和方法。 就此而言，代表性方法包括：接收与共享与本地联络中心的联系的远程联络中心的代理的工作时间表和技能相对应的信息; 将技能与将用于调度本地联络中心的代理的技能相关联; 以及至少部分基于所述远程联络中心的所述代理的技能与所述本地联络中心之间的相关性以及所述代理的工作时间表的评估来为所述本地联络中心的代理生成工作时间表 远程联络中心。

    HYBRID RECORDING OF COMMUNICATIONS
    10.
    发明申请
    HYBRID RECORDING OF COMMUNICATIONS 审中-公开

    公开(公告)号：WO2008002895A3

    公开(公告)日：2008-01-03

    申请号：PCT/US2007/072083

    申请日：2007-06-26

    Applicant: VERINT AMERICAS INC. ,  BLAIR, Christopher, D. ,  HEAP, Richard, L. ,  SPOHRER, Dan

    Inventor： BLAIR, Christopher, D. ,  HEAP, Richard, L. ,  SPOHRER, Dan

    IPC: H04M1/64

    Abstract: Systems and methods for recording communications are provided. In this regard, a representative system incorporates recording resources and a recording controller. The recording resources are operative to record information corresponding to communications, with the communications being provided in multiple communication formats and/or involving devices and paths with varying characteristics and capabilities. The recording controller is communicatively coupled to each of the recording resources. The recording controller is operative to: monitor the communications; determine suitability and availability of the recording resources for recording the communications; analyze a recording hierarchy; and allocate at least an available one of the recording resources for recording a designated one of the communications based on the suitability and availability determined and the recording hierarchy.

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