公开(公告)号：US20190197559A1

公开(公告)日：2019-06-27

申请号：US16226969

申请日：2018-12-20

Applicant: Verint Americas Inc.

Inventor： Ashish Sood

IPC: G06Q30/00 ,  G06F16/9535

CPC classification number: G06Q30/016 ,  G06F16/9535

Abstract: The present invention is a method and system for utilizing a personal bot. The method receives a customer contact, adds the customer contact to a CEC desktop, accesses a customer service module to answer the customer contact, receives and analyzes a customer query within the customer contact, accesses at least one of a customer service module and a document database to formulate a response to the customer query, and calculates a confidence level in the response. The steps allow the customer service representative using the personal bot to access or pass along already-formulated answers to customer queries, increasing customer throughput.

公开(公告)号：US11972017B2

公开(公告)日：2024-04-30

申请号：US17507471

申请日：2021-10-21

Applicant: Verint Americas Inc.

Inventor： Michael Johnston ,  Neil Eades ,  Ashish Sood

IPC: G06V20/40 ,  G06F21/62 ,  G06F40/279 ,  G10L25/51

CPC classification number: G06F21/6245 ,  G06F40/279 ,  G06V20/40 ,  G10L25/51

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：US11651704B2

公开(公告)日：2023-05-16

申请号：US16672959

申请日：2019-11-04

Applicant: Verint Americas Inc.

Inventor： Ashish Sood

IPC: G06F16/23 ,  G09B19/00 ,  G06N5/02

CPC classification number: G09B19/00 ,  G06F16/2379 ,  G06N5/027

Abstract: The present invention is a method and system for automatically producing a learning plan. Upon receiving at least one type of data input, the system analyzes the data input and produces a learning plan based on the results of the analysis of the data input. This process may be used to either generate or update a learning plan, and may be repeated to update an existing learning plan.

公开(公告)号：US12265648B2

公开(公告)日：2025-04-01

申请号：US18624559

申请日：2024-04-02

Applicant: Verint Americas Inc.

Inventor： Michael Johnston ,  Neil Eades ,  Ashish Sood

IPC: G06F21/74 ,  G06F21/62 ,  G06F21/72 ,  G06F40/279 ,  G06V20/40 ,  G10L25/51

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：US20240249023A1

公开(公告)日：2024-07-25

申请号：US18624559

申请日：2024-04-02

Applicant: Verint Americas Inc.

Inventor： Michael Johnston ,  Neil Eades ,  Ashish Sood

IPC: G06F21/62 ,  G06F40/279 ,  G06V20/40 ,  G10L25/51

CPC classification number: G06F21/6245 ,  G06F40/279 ,  G06V20/40 ,  G10L25/51

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：US20220121776A1

公开(公告)日：2022-04-21

申请号：US17507471

申请日：2021-10-21

Applicant: Verint Americas Inc.

Inventor： Michael Johnston ,  Neil Eades ,  Ashish Sood

IPC: 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.