公开(公告)号：US20230325742A1

公开(公告)日：2023-10-12

申请号：US18332820

申请日：2023-06-12

Applicant: Verint Americas Inc.

Inventor： Jonathan Silverman ,  Nicholas Mortimer ,  John Richard O'Farrell

IPC: G06Q10/0631 ,  G06Q10/0633

CPC classification number: G06Q10/06315 ,  G06Q10/0633 ,  G06Q10/063116 ,  G06Q10/063118

Abstract: In an entity such as a call center, back office, or retail operation, external event data is recorded along with call volume information for a plurality of time intervals. Based on the recorded event data and call volume for the plurality of intervals, a model is trained to predict call (or other communication) volume for a specified time interval using the external event data. The external event data may include data about one or more events that may affect the demand received by the entity. When the predicted call volume is significantly above or below what would be predicted for the entity using historical data alone, an indicator may be displayed to a user or administrator that identifies the external event that is responsible for the lower or higher prediction. The call volume prediction may be used to schedule one or more agents (or other employees) to work during the specified time interval.

公开(公告)号：US20220180276A1

公开(公告)日：2022-06-09

申请号：US17114602

申请日：2020-12-08

Applicant: Verint Americas Inc.

Inventor： Jonathan Silverman ,  Nicholas Mortimer

IPC: G06Q10/06

Abstract: In an entity such as a call center, back office, or retail operation, external event data is recorded along with call volume information for a plurality of time intervals. Based on the recorded event data and call volume for the plurality of intervals, a model is trained to predict call (or other communication) volume for a specified time interval using the external event data. The external event data may include data about one or more events that may affect the demand received by the entity. When the predicted call volume is significantly above or below what would be predicted for the entity using historical data alone, an indicator may be displayed to a user or administrator that identifies the external event that is responsible for the lower or higher prediction. The call volume prediction may be used to schedule one or more agents (or other employees) to work during the specified time interval.

公开(公告)号：US20240020589A1

公开(公告)日：2024-01-18

申请号：US17812282

申请日：2022-07-13

Applicant: Verint Americas Inc.

Inventor： Jonathan Silverman ,  Nicholas Mortimer ,  Cynthia Freeman

IPC: G06Q10/04 ,  G06N5/00 ,  G06N20/00

CPC classification number: G06Q10/04 ,  G06N5/003 ,  G06N20/00

Abstract: Methods and systems for selecting a forecasting algorithm to use for a forecast for a time interval are provided. A class is a series of time intervals that is selected by an entity from time series data that relates to external data or is a series of time intervals from the time series data that corresponds to a motif. The time series data is processed by a computer to identify motifs, and classes are generated based on each identified motif. A user may further identify one or more classes in the time series data. For each class, the forecasting algorithm that best predicts the historical demand data for time intervals associated with the class is determined. Later, when the entity desires to receive a forecast for a future time interval, the class associated with the future time interval is determined. The forecasting algorithm determined to best predict demand for the determined class is then used.

公开(公告)号：US20240412122A1

公开(公告)日：2024-12-12

申请号：US18741276

申请日：2024-06-12

Applicant: Verint Americas Inc.

Inventor： John Richard O'Farrell ,  Jonathan Silverman

IPC: G06Q10/04 ,  G06F17/18

Abstract: Embodiments of the present disclosure provide systems and methods for generating a plurality of forecasts for a future time interval using a plurality of models and/or algorithms in order to assess the performance of each model. An example computer-implemented method can comprise generating a fitness function visualization corresponding with determined quantitative measures of forecast quality for each of the plurality of models and/or algorithms.

公开(公告)号：US20240020545A1

公开(公告)日：2024-01-18

申请号：US17812312

申请日：2022-07-13

Applicant: Verint Americas Inc.

Inventor： Jonathan Silverman ,  Nicholas Mortimer ,  Cynthia Freeman

IPC: G06N5/02

CPC classification number: G06N5/022

Abstract: The present disclosure describes methods and systems for selecting the forecasting algorithm to use for a prediction based on motifs. A motif is a pattern of interval values that is found to repeat in time series data. Time series data that includes historical demand data (e.g., average communication volume) for an entity at various time intervals in the past is received. The time series data is processed to identify motifs. For each identified motif, the forecasting algorithm that best predicts the historical demand data for time intervals associated with the motif is determined. Later, when the entity desires to receive a forecast for a future time interval, the motif associated with the future time interval is determined. The forecasting algorithm determined to best predict demand for the determined motif is then used to predict the demand for the future time interval.