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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.
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2.发明授权公开(公告)号：US10778845B1
公开(公告)日：2020-09-15
申请号：US16713856
申请日：2019-12-13
Applicant: Verint Americas Inc.
Inventor： Michael Johnston
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 correlates 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.
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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
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.
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4.发明公开公开(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.
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公开(公告)号：US11544473B2
公开(公告)日：2023-01-03
申请号：US17324764
申请日：2021-05-19
Applicant: Verint Americas Inc.
Inventor： Michael Johnston
IPC: G06F40/35 , G06Q30/00 , H04L65/1096
Abstract: The present invention allows for the capture and sentiment analysis of text the customer inputs into a chat, but never actually sends to the customer service representative (ghost text). The system captures this ghost text with a ghost capture system (GCS) software module. The GCS module analyzes the ghost text to generate metadata. The ghost text and metadata are used by a sentiment analysis engine to apply appropriate sentiment to the ghost text. The sentiment and ghost text are routed to a customer service representative (CSR). This provides the customer service agent with additional detail and information about a customer's emotions during a text chat conversation, allowing the CSR to determine a court of interaction not only based on the customer's response, but also based on the ghost text and the sentiment from the ghost text.
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Patent Agency Ranking
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.
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7.发明申请公开(公告)号：US20210112162A1
公开(公告)日：2021-04-15
申请号：US16931106
申请日：2020-07-16
Applicant: Verint Americas Inc.
Inventor： Michael Johnston
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 correlates 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.
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8.发明授权公开(公告)号：US10938988B1
公开(公告)日：2021-03-02
申请号：US16931115
申请日：2020-07-16
Applicant: Verint Americas Inc.
Inventor： Michael Johnston
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.
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9.发明授权公开(公告)号：US10735585B1
公开(公告)日：2020-08-04
申请号：US16653258
申请日：2019-10-15
Applicant: Verint Americas Inc.
Inventor： Michael Johnston
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 correlates 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.
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10.发明授权公开(公告)号：US11528361B2
公开(公告)日：2022-12-13
申请号：US17366999
申请日：2021-07-02
Applicant: Verint Americas Inc.
Inventor： Michael Johnston
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 correlates 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.
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