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.

公开(公告)号：WO2022081663A1

公开(公告)日：2022-04-21

申请号：PCT/US2021/054716

申请日：2021-10-13

Applicant: VERINT AMERICAS INC.

Inventor： JOHNSTON, Michael

IPC: G06F16/33 ,  H04M3/51

Abstract: The present application includes a method and system for developing a common inquiry response. The system receives at least one customer contact formed by an inquiry and its response, analyzes the customer contact to determine the content of the inquiry and the response, and stores the inquiry and the response in a corresponding inquiry-response sub-database in an inquiry-response database. After analyzing at least one of the sub-databases, the system assigns a common inquiry-response (CIR) knowledge document to that inquiry-response sub-database for future use involving similar inquiries and responses. This allows a user to respond more quickly to inquiries with a reduced risk of incorrect or inconsistent information in the response.

公开(公告)号：WO2022087269A1

公开(公告)日：2022-04-28

申请号：PCT/US2021/056058

申请日：2021-10-21

Applicant: VERINT AMERICAS INC.

Inventor： JOHNSTON, Michael ,  EADES, Neil ,  SOOD, Ashish

IPC: G06F21/55 ,  G06F16/40 ,  G06F21/62

Abstract: The present invention allows a CEC system to automatedly track the use, storage, access, and modification of sensitive information/data in the system through desktop monitoring. Further, through desktop, video, and audio monitoring of CSRs the system can automatedly determine the improper use, access, storage, and modification of sensitive information by implementing sensitive data use rules that allow a system to be specialized for the user. Finally, the system can automatedly determine and implement violation actions for the improper use, storage, access, and manipulation of sensitive information. This provides an intelligent system capable of locating all sensitive data in the system and regulating the use, access, and storage of sensitive data in the system.

公开(公告)号：WO2022076069A1

公开(公告)日：2022-04-14

申请号：PCT/US2021/044759

申请日：2021-08-05

Applicant: VERINT AMERICAS INC.

Inventor： JOHNSTON, Michael

IPC: G06Q30/00 ,  G06Q30/02

Abstract: The present application includes a method and system for gathering customer information through games. The system transmits offers to play games over the contact medium used by the customer. The games are selected to elicit information from the customer; information ranging from the customer's mood to marketing information to security information. The information so obtained can be used to update client profiles.

公开(公告)号：EP4232925A1

公开(公告)日：2023-08-30

申请号：EP21806586.0

申请日：2021-10-21

Applicant: Verint Americas Inc.

Inventor： JOHNSTON, Michael ,  EADES, Neil ,  SOOD, Ashish

IPC: G06F21/55 ,  G06F16/40 ,  G06F21/62

公开(公告)号：EP4046056A1

公开(公告)日：2022-08-24

申请号：EP20803353.0

申请日：2020-10-13

Applicant: Verint Americas Inc.

Inventor： JOHNSTON, Michael

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