公开(公告)号：US20220382990A1

公开(公告)日：2022-12-01

申请号：US17883064

申请日：2022-08-08

Applicant: Verint Americas Inc.

Inventor： Cynthia Freeman ,  Ian Beaver

IPC: G06F40/30 ,  G06F40/117 ,  H04L51/02 ,  G06F40/35

Abstract: This disclosure describes techniques and architectures for evaluating conversations. In some instances, conversations with users, virtual assistants, and others may be analyzed to identify potential risks within a language model that is employed by the virtual assistants and other entities. The potential risks may be evaluated by administrators, users, systems, and others to identify potential issues with the language model that need to be addressed. This may allow the language model to be improved and enhance user experience with the virtual assistants and others that employ the language model.

公开(公告)号：US11409961B2

公开(公告)日：2022-08-09

申请号：US16598692

申请日：2019-10-10

Applicant: Verint Americas Inc.

Inventor： Cynthia Freeman ,  Ian Beaver

IPC: G06F40/30 ,  G06F40/117 ,  H04L51/02 ,  G06F40/35

Abstract: This disclosure describes techniques and architectures for evaluating conversations. In some instances, conversations with users, virtual assistants, and others may be analyzed to identify potential risks within a language model that is employed by the virtual assistants and other entities. The potential risks may be evaluated by administrators, users, systems, and others to identify potential issues with the language model that need to be addressed. This may allow the language model to be improved and enhance user experience with the virtual assistants and others that employ the language model.

公开(公告)号：US11295221B2

公开(公告)日：2022-04-05

申请号：US16539345

申请日：2019-08-13

Applicant: Verint Americas Inc.

Inventor： Tanya M. Miller ,  Ian Beaver

IPC: G06N5/04 ,  G06N20/00

Abstract: Conversation user interfaces that are configured for virtual assistant interaction may include tasks to be completed that may have repetitious entry of the same or similar information. User preferences may be learned by the system and may be confirmed by the user prior to the learned preference being implemented. Learned preferences may be identified in near real-time on large collections of data for a large population of users. Further, the learned preferences may be based at least in part on previous conversations and actions between the system and the user as well as user-defined occurrence thresholds.

公开(公告)号：US20200320134A1

公开(公告)日：2020-10-08

申请号：US16835975

申请日：2020-03-31

Applicant: Verint Americas Inc.

Inventor： Ian Beaver

IPC: G06F16/9032 ,  G06K9/62 ,  G06N20/00

Abstract: Systems and methods are described to automatically generate candidate questions and responses to speed the process of response creation and editing for commercial IVAs and chatbots. Rather than create the questions and responses from scratch for a new IVA, the system uses existing questions and responses from a previous or related IVA to train a model that can generate proposed responses to provided questions. The model, or a different model, can further be trained to generate responses using data taken from company or entity-specific data sources such as websites and knowledge bases. After a set of questions and responses have been generated for an IVA they may be reviewed by one or more human reviewers to ensure they are of a suitable quality. Where no previous or related IVA exists to provide example responses, the model may be trained solely using the company or entity-specific data.

公开(公告)号：US20200082204A1

公开(公告)日：2020-03-12

申请号：US16531350

申请日：2019-08-05

Applicant: Verint Americas Inc.

Inventor： Ian Beaver

IPC: G06K9/62 ,  G06F17/27 ,  G06F17/28

Abstract: To prevent intent classifiers from potentially choosing intents that are ineligible for the current input due to policies, dynamic intent classification systems and methods are provided that dynamically control the possible set of intents using environment variables (also referred to as external variables). Associations between environment variables and ineligible intents, referred to as culling rules, are used.

公开(公告)号：US10545648B2

公开(公告)日：2020-01-28

申请号：US16242639

申请日：2019-01-08

Applicant: Verint Americas Inc.

Inventor： Ian Beaver ,  Fred Brown ,  Casey Gossard

IPC: G06F17/27 ,  G06F3/0484 ,  G10L15/22 ,  G10L25/51 ,  G10L15/30 ,  G10L25/63 ,  G10L15/18 ,  G10L25/66 ,  G10L15/183

Abstract: This disclosure describes techniques and architectures for evaluating conversations. In some instances, conversations with users, virtual assistants, and others may be analyzed to identify potential risks within a language model that is employed by the virtual assistants and other entities. The potential risks may be evaluated by administrators, users, systems, and others to identify potential issues with the language model that need to be addressed. This may allow the language model to be improved and enhance user experience with the virtual assistants and others that employ the language model.

公开(公告)号：US20200026753A1

公开(公告)日：2020-01-23

申请号：US16513073

申请日：2019-07-16

Applicant: Verint Americas Inc.

Inventor： Ian Beaver

IPC: G06F17/27

Abstract: As described herein, a system for expanding contractions in electronically stored text includes expanding contractions having only on expanded form. For remaining contractions, a grammar check is performed for all possible expanded forms to determine if an expanded form can be selected based on context and grammar rules. If an expanded form is not evident from the first two steps, all possible expanded forms of the remaining contractions are converted to a vector representation along with the original text. A Word Movers Distance (WMD) for each possible expansion is calculated using the vectors for each possible expansion and the original text. An expanded form is chosen without human intervention based on the grammar score alone or the WMD and the grammar score.

公开(公告)号：US10417567B1

公开(公告)日：2019-09-17

申请号：US14181608

申请日：2014-02-14

Applicant: Verint Americas Inc.

Inventor： Tanya M. Miller ,  Ian Beaver

IPC: G06N5/04 ,  G06N20/00

Abstract: Conversation user interfaces that are configured for virtual assistant interaction may include tasks to be completed that may have repetitious entry of the same or similar information. User preferences may be learned by the system and may be confirmed by the user prior to the learned preference being implemented. Learned preferences may be identified in near real-time on large collections of data for a large population of users. Further, the learned preferences may be based at least in part on previous conversations and actions between the system and the user as well as user-defined occurrence thresholds.

公开(公告)号：US12153897B2

公开(公告)日：2024-11-26

申请号：US17605326

申请日：2021-09-17

Applicant: VERINT AMERICAS INC.

Inventor： Ian Beaver ,  Xinyu Chen

IPC: G06F40/40 ,  G06F18/2323 ,  G06F40/289

Abstract: An analysis platform combines unsupervised and semi-supervised approaches to quickly surface and organize relevant user intentions from conversational text (e.g., from natural language inputs). An unsupervised and semi-supervised pipeline is provided that integrates the fine-tuning of high performing language models via a language models fine-tuning module, a distributed KNN-graph building method via a KNN-graph building module, and community detection techniques for mining the intentions and topics from texts via an intention mining module.

公开(公告)号：US20240305715A1

公开(公告)日：2024-09-12

申请号：US18669921

申请日：2024-05-21

Applicant: Verint Americas Inc.

Inventor： Ian Beaver

IPC: H04M3/51 ,  G06F40/30 ,  H04L51/02

CPC classification number: H04M3/5166 ,  G06F40/30 ,  H04L51/02 ,  H04M3/5183 ,  H04M2203/404

Abstract: To allow the human customer service agents to specialize in the instances where human service is preferred, but to scale to the volume of large call centers, systems and methods are provided in which human agents and intelligent virtual assistants (IVAs) co-handle a conversation with a customer. IVAs handle simple or moderate tasks, and human agents are used for those tasks that require or would benefit from human compassion or special handling. Instead of starting the conversation with an IVA and then escalating or passing control of the conversation to a human to complete, the IVAs and human agents work together on a conversation.