公开(公告)号：US11868453B2

公开(公告)日：2024-01-09

申请号：US16676690

申请日：2019-11-07

Applicant: Verint Americas Inc.

Inventor： Marc Adam Calahan ,  Timothy Andrew Furnell ,  Jamie Richard Williams

IPC: G06F21/31 ,  G06F21/32 ,  G10L17/00 ,  G10L17/14 ,  H04M3/42

CPC classification number: G06F21/32 ,  G10L17/00 ,  G10L17/14 ,  H04M3/42068

Abstract: In one embodiment, certain words or phrases spoken by customers during calls to a call center are used to identify or authenticate the user. Words or phrases such as a customer's name, or an account number or telephone number, are selected for a customer. Recordings of the selected words or phrases spoken by the customer during previous calls are used to generate voiceprints that are stored and associated with the customer. Later, when the customer calls the call center, instances of the customer speaking the selected words are extracted from the call (referred to herein as “audio-of-interest”) and are compared against the voiceprints stored for the customer. If the voiceprints match the audio-of-interest the customer is authenticated.

公开(公告)号：US20210141879A1

公开(公告)日：2021-05-13

申请号：US16676690

申请日：2019-11-07

Applicant: Verint Americas Inc.

Inventor： Marc Adam Calahan ,  Timothy Andrew Furnell ,  Jamie Richard Williams

IPC: G06F21/32 ,  G10L17/00 ,  H04M3/42 ,  G10L17/14

Abstract: In one embodiment, certain words or phrases spoken by customers during calls to a call center are used to identify or authenticate the user. Words or phrases such as a customer's name, or an account number or telephone number, are selected for a customer. Recordings of the selected words or phrases spoken by the customer during previous calls are used to generate voiceprints that are stored and associated with the customer. Later, when the customer calls the call center, instances of the customer speaking the selected words are extracted from the call (referred to herein as “audio-of-interest”) and are compared against the voiceprints stored for the customer. If the voiceprints match the audio-of-interest the customer is authenticated.

公开(公告)号：US11190640B2

公开(公告)日：2021-11-30

申请号：US16407891

申请日：2019-05-09

Applicant: Verint Americas Inc.

Inventor： David Warren Singer ,  Daniel Thomas Spohrer ,  Marc Adam Calahan ,  Paul Michael Munro ,  Gary Andrew Duke ,  Padraig Carberry ,  Christopher Jerome Schnurr

IPC: H04M3/51 ,  G06Q20/40 ,  G10L17/00 ,  G10L17/06

Abstract: Real-time speech analytics (RTSA) provides maintaining real-time speech conditions, rules, and triggers, and real-time actions and alerts to take. A call between a user and an agent is received at an agent computing device. The call is monitored to detect in the call one of the real-time speech conditions, rules, and triggers. Based on the detection, at least one real-time action and/or alert is initiated.

公开(公告)号：US11818291B2

公开(公告)日：2023-11-14

申请号：US17463781

申请日：2021-09-01

Applicant: Verint Americas Inc.

Inventor： David Warren Singer ,  Daniel Thomas Spohrer ,  Marc Adam Calahan ,  Paul Michael Munro ,  Gary Andrew Duke ,  Padraig Carberry ,  Christopher Jerome Schnurr

IPC: H04M3/51 ,  G06Q20/40 ,  G10L17/00 ,  G10L17/06

CPC classification number: H04M3/5175 ,  G06Q20/4016 ,  G10L17/00 ,  G10L17/06

Abstract: Real-time speech analytics (RTSA) provides maintaining real-time speech conditions, rules, and triggers, and real-time actions and alerts to take. A call between a user and an agent is received at an agent computing device. The call is monitored to detect in the call one of the real-time speech conditions, rules, and triggers. Based on the detection, at least one real-time action and/or alert is initiated.

公开(公告)号：US20210400139A1

公开(公告)日：2021-12-23

申请号：US17463781

申请日：2021-09-01

Applicant: Verint Americas Inc.

Inventor： David Warren Singer ,  Daniel Thomas Spohrer ,  Marc Adam Calahan ,  Paul Michael Munro ,  Gary Andrew Duke ,  Padraig Carberry ,  Christopher Jerome Schnurr

IPC: H04M3/51 ,  G06Q20/40 ,  G10L17/00 ,  G10L17/06

Abstract: Real-time speech analytics (RTSA) provides maintaining real-time speech conditions, rules, and triggers, and real-time actions and alerts to take. A call between a user and an agent is received at an agent computing device. The call is monitored to detect in the call one of the real-time speech conditions, rules, and triggers. Based on the detection, at least one real-time action and/or alert is initiated.