公开(公告)号：US09986090B1

公开(公告)日：2018-05-29

申请号：US15614222

申请日：2017-06-05

Applicant: Verint Americas Inc.

Inventor： Neil Eades

IPC: H04M11/00 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5166 ,  H04M3/42221 ,  H04M3/5183 ,  H04M2203/303

Abstract: The present system and method allow a customer service agent to preview an audio file of a customer's interaction with an interactive voice response (IVR) system before taking the call. While customer voice commands are typically used to navigate through an IVR system to reach an appropriate agent, the present system and method record the customer's voice commands in response to IVR prompts as an audio file and provide them to the agent before she or he takes the call. The agent may play the audio file on a customer engagement center desktop.

公开(公告)号：US20220100953A1

公开(公告)日：2022-03-31

申请号：US17038865

申请日：2020-09-30

Applicant: Verint Americas Inc.

Inventor： Neil Eades

IPC: G06F40/174 ,  G06F40/106 ,  G06F40/186 ,  G06Q10/10

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

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：US10367939B2

公开(公告)日：2019-07-30

申请号：US15977721

申请日：2018-05-11

Applicant: Verint Americas Inc.

Inventor： Neil Eades

IPC: H04M3/51 ,  H04M3/42 ,  H04M3/533

Abstract: The present system and method allow a customer service agent to preview an audio file of a customer's interaction with an interactive voice response (IVR) system before taking the call. While customer voice commands are typically used to navigate through an IVR system to reach an appropriate agent, the present system and method record the customer's voice commands in response to IVR prompts as an audio file and provide them to the agent before she or he takes the call. The agent may play the audio file on a customer engagement center desktop.

公开(公告)号：US20180352086A1

公开(公告)日：2018-12-06

申请号：US15977721

申请日：2018-05-11

Applicant: Verint Americas Inc.

Inventor： Neil Eades

IPC: H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5166 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/53358 ,  H04M2203/303

Abstract: The present system and method allow a customer service agent to preview an audio file of a customer's interaction with an interactive voice response (IVR) system before taking the call. While customer voice commands are typically used to navigate through an IVR system to reach an appropriate agent, the present system and method record the customer's voice commands in response to IVR prompts as an audio file and provide them to the agent before she or he takes the call. The agent may play the audio file on a customer engagement center desktop.

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.

公开(公告)号：US20230230585A1

公开(公告)日：2023-07-20

申请号：US18096942

申请日：2023-01-13

Applicant: Verint Americas Inc.

Inventor： Grant Anderson ,  Scott Mackie ,  Neil Eades ,  Sean Robertson

IPC: G10L15/183 ,  G06N3/08 ,  G10L15/16 ,  G10L15/06 ,  G10L15/30

CPC classification number: G10L15/183 ,  G06N3/08 ,  G10L15/16 ,  G10L15/30 ,  G10L15/063 ,  G10L15/04

Abstract: A system for generating wrap-up information is capable of learning how interactions are transformed into contact notes and outcome codes using natural language processing and can generate the contact notes and outcome codes for new incoming interactions by applying prediction models trained on interaction data, contact notes and outcome codes. The system for generating wrap-up information receives interaction data, including interaction audio data, interaction transcripts, associated contact notes and associated outcome codes. The interaction transcripts are generated from the previous interactions between agents and customers. The contact notes and outcome codes are generated by agents during the associated previous interactions. The system processes and uses the interaction data to train prediction models to analyze interaction audio data and interaction transcripts and predict appropriate contact notes and outcome codes for the interaction. Once trained the prediction model(s) can generate appropriate contact notes and outcome codes for new interactions.

公开(公告)号：US20220277228A1

公开(公告)日：2022-09-01

申请号：US17683332

申请日：2022-02-28

Applicant: Verint Americas Inc.

Inventor： James Nies ,  Matthew Pyke ,  Paul Gorman ,  Ash Sood ,  Neil Eades ,  Grant Anderson ,  Alastair Grant

IPC: G06N20/00

Abstract: An artificial intelligence (AI) application uses an external machine learning component from a different computing environment to develop context data for use by the AI application. The context data includes raw data outputs from the external machine learning component. An active machine learning component is executed with the context data and provides a suggested next step to a computer to implement as an automated output. A feedback loop adds the suggested next step from the active machine learning component to the context data and forms an augmented data set for providing context to the AI application. A context component selects a rule from a rules engine that corresponds to the augmented data set. The computer implements an automated output according to the rule that was selected.