An automated interaction processing system is deployed to automatically process an interaction transcription or content to generate response data in a manner that does not require intensive human manual effort.
G06F 9/451 - Dispositions d’exécution pour interfaces utilisateur
G06F 40/58 - Utilisation de traduction automatisée, p.ex. pour recherches multilingues, pour fournir aux dispositifs clients une traduction effectuée par le serveur ou pour la traduction en temps réel
3.
METHOD AND SYSTEM FOR VIRTUAL ASSISTANT CONVERSATIONS
Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.
A system and method use a trained transformer model to generate summaries of audio interactions based on keywords. Training the transformer model includes obtaining a transcription of an audio interaction, obtain keywords for summarizing the audio interaction, training a transformer model to generate a summary of the audio interaction based on the keywords and the transcription, where the transcription is an input to the transformer model and the keywords are injected between an encoder and a decoder of the transformer model, and deploying the trained transformer model to be used for generating summaries of subsequent audio interactions.
G06F 16/683 - Recherche de données caractérisée par l’utilisation de métadonnées, p.ex. de métadonnées ne provenant pas du contenu ou de métadonnées générées manuellement utilisant des métadonnées provenant automatiquement du contenu
G06F 40/284 - Analyse lexicale, p.ex. segmentation en unités ou cooccurrence
G06F 40/40 - Traitement ou traduction du langage naturel
5.
SYSTEM AND METHOD FOR SUGGESTING AND GENERATING A CUSTOMER SERVICE TEMPLATE
The template generation system receives interaction data stored by the CEC from an interaction database and customer service templates (if any) from a template database. The template generation system processes interaction data and customer service templates to learn the domain language of CSR responses and the template responses within the CEC. The template generation system encodes the learned language and generates sentence vector embeddings for the CSR responses and template responses. Based on the learned language, the encoding, and the sentence vector embeddings, the template generation system processes CSR responses derived from the interaction data and customer service templates to predict the need for new customer service templates. Based on the predicted need for new customer service templates, the template generation system provides customer service template suggestions and may also auto-generate suggested customer service templates.
A system and method for updating computerized language models is provided that automatically adds or deletes terms from the language model to capture trending events or products, while maximizing computer efficiencies by deleting terms that are no longer trending and use of knowledge bases, machine learning model training and evaluation corpora, analysis tools and databases
An interactive voice response (IVR) system including iterative speech recognition with semantic interpretation is deployed to determine when a user is finished speaking, thus saving them time and frustration. The IVR system can repeatedly receive an audio input representing a portion of human speech, transcribe the speech into text, and determine a semantic meaning of the text. If the semantic meaning corresponds to a valid input or response to the IVR system, then the IVR system can determine that the user input is complete and respond to the user after the user is silent for a predetermined time period. If the semantic meaning does not correspond to a valid input to the IVR system, the IVR system can determine that the user input is not complete and can wait for a second predetermined time period before determining that the user has finished speaking.
An interactive voice response (IVR) system including iterative speech recognition with semantic interpretation is deployed to process an audio input in a manner that optimizes and conserves computing resources and facilitates low-latency discovery of start-of-speech events that can be used to support external processes such as barge-in operations. The IVR system can repeatedly receive an audio input at a speech processing component and apply an input-aware recognition process to the audio input. In response to generating a start-of-speech event, the IVR system can apply an input-unaware recognition process to the remaining audio input and determine a semantic meaning in relation to the relevant portion of the audio input.
A system for detecting fraudulent activity using account analytics obtains an interaction record for an interaction between a remote device and a user account via an interaction channel, where the interaction is an attempt to access the user account, obtains historical data relating to the user account and the interaction channel that includes one or more historical interaction records relating to the user account and activity records relating to the interaction channel, calculates a threat score for the user account based on the interaction record and the one or more historical interaction records that indicates a likelihood that the user account is subject to fraudulent activity, generates a database record based on the interaction record that includes the threat score, and initiates corrective action if the threat score exceeds a predetermined threshold.
The present disclosure describes methods and systems for suggesting responses generated from an entity's own published information with links to the source of that generated response should provide a quality starting point that is already accurate and brand compliant or, if not, quickly editable to become so. The published information is ingested by the system, and a question/answer transformation process is applied against the ingested data using training language data that is tagged and categorized by intent to generate suggested responses. The suggested response may be presented in a user interface with a link to the URL which was used to construct the response. The suggested responses may be edited if needed.
An intelligent virtual assistant (IVA) is deployed to place a call/chat to customer service on behalf of the customer, thus saving them time and frustration. The IVA contacts a specific company over one or more channels, for example, chat, phone call, Application Programming Interface (API), or email, in order to complete open-ended task(s) requested by its user. Before the IVA contacts the company, a specific user profile is injected into an IVA dialog state. The IVA contacts the company or agency and answers customer service agent (CSA) questions by using the specific user profile provided for the call. The IVA then stores the task outcome for the user to review. If something prevents the task from succeeding, the IVA alerts the user that either it needs more information or the user may need to perform some action before the task can be completed, such as filling out or emailing a form.
An intelligent virtual assistant (IVA) is deployed to place a call/chat to customer service on behalf of the customer, thus saving them time and frustration. The IVA contacts a destination entity over one or more channels, for example, chat, phone call, Application Programming Interface (API), or email, in order to complete open-ended task(s) requested by another computer. Before the IVA contacts the destination entity, a specific user profile is injected into an IVA dialog state. The IVA contacts the destination entity and answers customer service agent (CSA) questions by using the specific user profile inserted. The IVA then stores the task outcome for the user to review. If something prevents the task from succeeding, the IVA alerts the user that either it needs more information or the user may need to perform some action before the task can be completed, such as filling out, or emailing a form.
An intelligent virtual assistant (IVA) is deployed to place a call/chat to customer service on behalf of the customer, thus saving them time and frustration. The IVA contacts a specific company over one or more channels, for example, chat, phone call, Application Programming Interface (API), or email, in order to complete open-ended task(s) requested by its user. Before the IVA contacts the company, a specific user profile is injected into an IVA dialog state. The IVA contacts the company or agency and answers customer service agent (CSA) questions by using the specific user profile provided for the call. The IVA then stores the task outcome for the user to review. If something prevents the task from succeeding, the IVA alerts the user that either it needs more information or the user may need to perform some action before the task can be completed, such as filling out or emailing a form.
The segment analysis system analyzes survey data to determine the influence each custom question/response combination (segment) has on a given aggregate scored survey metric for a given date/date range. The system removes from consideration all surveys that do not include a scored survey metric and date that matche the aggregate scored survey metric and given date/date range. The system further removes from consideration all surveys not pertaining received user-defined filtering. Once the system has eliminated all extraneous surveys from consideration, the system segments each question/response combinations across the pool of surveys to generate an influence score for each question/response combination. The system identifies which segment has the greatest positive and negative influence on the aggregate scored survey metric for the given date/date range. The system generates reports for the segment analysis and stores all segment analyses for further comparative analysis.
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.
G06Q 10/04 - Prévision ou optimisation spécialement adaptées à des fins administratives ou de gestion, p. ex. programmation linéaire ou "problème d’optimisation des stocks"
G06N 5/00 - Agencements informatiques utilisant des modèles fondés sur la connaissance
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.
The present invention allows text analysis and routing of an outgoing message. The system intercepts outgoing messages for analysis by a TAS software module. The module assigns an analytical score to the message, then compares the score to a threshold. If the score is below the threshold, the message is transmitted to its ultimate destination. If not, the message may be routed for correction by the message's composer or quality assurance staff. After such correction, the message new analytical score is generated and compared, and, if necessary, the process repeats again.
A realtime contextual event notification system that ingests events as streams from any authorized entity applies rules to the event streams, determines a context of an end-user who is a recipient of a targeted notification, and provides notifications to the end-user in accordance with the context. The event streams may come from multiple sources and rules may be applied to provide realtime contextual information associated with the end-user.
H04L 51/224 - Surveillance ou traitement des messages en fournissant une notification sur les messages entrants, p.ex. des poussées de notifications des messages reçus
A real time contextual event notification system that ingests events as streams from any authorized entity applies rules to the event streams, determines a context of an end-user who is a recipient of a targeted notification, and provides notifications to the end-user in accordance with the context. The event streams may come from multiple sources and rules may be applied to provide real time contextual information associated with the end-user.
A real-time contextual event notification system ingests events as streams from any authorized entity, applies rules to the event streams, determines a context of an end-user who is a recipient of a targeted notification, and provides notifications to the end-user in accordance with the context. The event streams may come from multiple sources, and rules may be applied to provide real-time contextual information associated with the end user. One such event stream includes detected linguistic and/or acoustic events during a phone call between two or more persons.
G06F 3/04817 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI] fondées sur des propriétés spécifiques de l’objet d’interaction affiché ou sur un environnement basé sur les métaphores, p.ex. interaction avec des éléments du bureau telles les fenêtres ou les icônes, ou avec l’aide d’un curseur changeant de comport utilisant des icônes
G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
An anomaly detection system using machine learning to generate predicted survey scores for a given duration and a given metric based on historic survey score data. The system compares a predicted survey score to the actual survey score and identifies anomalous actual survey scores. The anomaly detection system trains a plurality of survey score prediction models using historic survey score data. Each survey score prediction model is based on a specific survey score metric and a specific duration. The survey score prediction models generate expected survey score results for the given duration and the given metric. Based on the user-determined filtering and tolerances, the system determines if the actual survey score result is anomalous. The system generates reports for the detected anomalies and continually updates the survey score prediction models with newly obtained actual survey results, thereby improving the anomaly detection accuracy over time.
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.
A realtime contextual event notification system that ingests events as streams from any authorized entity applies rules to the event streams, determines a context of an end-user who is a recipient of a targeted notification, and provides notifications to the end-user in accordance with the context. The event streams may come from multiple sources and rules may be applied to provide realtime contextual information associated with the end-user.
System and method for calibration of WFM system modeling parameters. A first mode M[D,S] of a modeler computes demand-shrinkage controlled service levels and an error metric e(M[D,S]) between the controlled and actual service levels. A user device iteratively adjusts each core parameter. When the user is satisfied that e(M[D,S]) is sufficiently small, calibration of the core parameters is complete. The same is done for calibrating the modeling factor, and then a final e(M[D,S])f is computed. A second mode M[D] computes, using the parameters just calibrated, demand-controlled service levels and an error metric e(M[D]) between the controlled service levels and actual levels. The user iteratively adjusts the shrinkage. When the user is satisfied that e(M[D]) is sufficiently small, calibration of the core parameters is complete.
Systems and methods are provided for dynamically adjusting a website of an entity using information that has been received, stored, gathered, and/or otherwise obtained about what people want to find on the entity's website. A website may be dynamically adjusted using trending information in response to determining that the usage of the monitored data source is greater than the baseline usage distribution or in response to determining that the usage of the monitored data source is not greater than the baseline usage distribution receiving NLP inputs of the user from the IVA and adjusting dynamic web content displayed on the website based on the NLP inputs.
G06F 3/0484 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI] pour la commande de fonctions ou d’opérations spécifiques, p.ex. sélection ou transformation d’un objet, d’une image ou d’un élément de texte affiché, détermination d’une valeur de paramètre ou sélection d’une plage de valeurs
G06F 16/955 - Recherche dans le Web utilisant des identifiants d’information, p.ex. des localisateurs uniformisés de ressources [uniform resource locators - URL]
G06F 40/40 - Traitement ou traduction du langage naturel
The present application includes a method and system for real-time predictive scheduling. The system receives information from at least one workload input and at least one personnel input, calculating an initial schedule based on the information and on analytics rules in a scheduling analytics engine. The system then allocates incoming workloads to customer service representatives according to the initial schedule, while monitoring adherence to the initial schedule by calculating deviation from schedule adherence. If the deviation from schedule adherence exceeds an acceptable deviation from schedule adherence within the analytics rules, the system calculates an updated schedule.
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.
G10L 15/16 - Classement ou recherche de la parole utilisant des réseaux neuronaux artificiels
G10L 15/06 - Création de gabarits de référence; Entraînement des systèmes de reconnaissance de la parole, p.ex. adaptation aux caractéristiques de la voix du locuteur
G10L 15/30 - Reconnaissance distribuée, p.ex. dans les systèmes client-serveur, pour les applications en téléphonie mobile ou réseaux
28.
SYSTEM AND METHOD FOR GENERATING WRAP UP INFORMATION
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.
G06Q 30/016 - Fourniture d’une assistance aux clients, p. ex pour assister un client dans un lieu commercial ou par un service d’assistance après-vente
29.
SYSTEM AND METHOD FOR ADAPTING SENTIMENT ANALYSIS TO USER PROFILES TO REDUCE BIAS
Provided is a system and method for adapting analysis to user profiles to reduce bias in customer or user generated content, specifically a system and method that discounts or adjusts bias in sentiment data based on the channel from which the content was received and/or the demographic of the user. The system includes a means to detect bias for any product, service, or company across multiple channels of customer data; a means to construct models to quantize bias by specific demographics and channels; and a means to adjust model output to reduce inflation by biased groups.
A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
H04L 67/568 - Stockage temporaire des données à un stade intermédiaire, p.ex. par mise en antémémoire
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G06F 21/32 - Authentification de l’utilisateur par données biométriques, p.ex. empreintes digitales, balayages de l’iris ou empreintes vocales
G06F 16/41 - Indexation; Structures de données à cet effet; Structures de stockage
H04M 7/00 - Dispositions d'interconnexion entre centres de commutation
G06F 16/61 - Indexation; Structures de données à cet effet; Structures de stockage
G06V 40/16 - Visages humains, p.ex. parties du visage, croquis ou expressions
G06F 16/71 - Indexation; Structures de données à cet effet; Structures de stockage
H04L 67/1036 - Répartition de la charge des demandes adressées aux serveurs pour des services autres que la fourniture de contenu à utilisateur, p.ex. répartition des charges entre serveurs de noms de domaine
H04L 65/1104 - Protocole d'initiation de session [SIP]
H04M 3/50 - Dispositions centralisées pour répondre aux appels; Dispositions centralisées pour enregistrer des messages pour abonnés absents ou occupés
Disclosed are a framework and method for selecting an anomaly detection method for each of a plurality of class of time series based on characteristics a time series example that represents an expected form of data. The method provides classification of a given time series into one of known classes based on expected properties of the time series, filtering the set of possible detection methods based on the time series class, evaluating the remaining detection methods on the given time series using the specific evaluation metric and selecting and returning a recommended anomaly detection method based on the specific evaluation metric.
G06F 16/215 - Amélioration de la qualité des données; Nettoyage des données, p.ex. déduplication, suppression des entrées non valides ou correction des erreurs typographiques
G06F 16/2458 - Types spéciaux de requêtes, p.ex. requêtes statistiques, requêtes floues ou requêtes distribuées
32.
Dynamic intent classification based on environment variables
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.
G06F 18/214 - Génération de motifs d'entraînement; Procédés de Bootstrapping, p.ex. ”bagging” ou ”boosting”
G06F 18/243 - Techniques de classification relatives au nombre de classes
G06F 17/00 - TRAITEMENT ÉLECTRIQUE DE DONNÉES NUMÉRIQUES Équipement ou méthodes de traitement de données ou de calcul numérique, spécialement adaptés à des fonctions spécifiques
33.
Variational Auto-Encoder for Multivariate Time Series Generation
Certain aspects of the present disclosure provide techniques for generating multivariate time series data utilizing a variational auto-encoder (VAE) having an architecture for injecting custom temporal structures into the generated multivariate time series data. A method for generating multivariate time series data includes sampling a multivariate distribution forming a latent space vector, processing the latent space vector with an interpretable decoder of a variational auto-encoder, an architecture of the interpretable decoder comprising a plurality of blocks including one or more blocks configured to inject one or more temporal structures into multivariate time series data, and outputting, from the interpretable decoder, generated multivariate time series data comprising one or more temporal structures defined by the injected one or more temporal structures.
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.
G06F 18/2323 - Techniques non hiérarchiques basées sur la théorie des graphes, p.ex. les arbres couvrants de poids minimal [MST] ou les coupes de graphes
Embodiments described herein provide systems and methods for sharing encoder output of video streams. In a particular embodiment, a method provides determining video profiles for each of a plurality of devices. The method further provides determining if two or more of the video profiles are similar by determining if parameters associated with each video profile differ by less than a threshold value. The method further provides transmitting a video stream encoded in a single format to the devices if they have similar profiles and transmitting video streams encoded in different formats to the devices if they do not have similar profiles.
H04N 21/2343 - Traitement de flux vidéo élémentaires, p.ex. raccordement de flux vidéo ou transformation de graphes de scènes MPEG-4 impliquant des opérations de reformatage de signaux vidéo pour la distribution ou la mise en conformité avec les requêtes des utilisateurs finaux ou les exigences des dispositifs des utilisateurs finaux
H04N 7/52 - Systèmes pour la transmission d'un signal vidéo modulé par impulsions codées avec d'autres signaux modulés par impulsions codées, p.ex. un signal audio ou un signal de synchronisation
H04N 7/24 - Systèmes pour la transmission de signaux de télévision utilisant la modulation par impulsions codées
H04N 21/4402 - Traitement de flux élémentaires vidéo, p.ex. raccordement d'un clip vidéo récupéré d'un stockage local avec un flux vidéo en entrée ou rendu de scènes selon des graphes de scène MPEG-4 impliquant des opérations de reformatage de signaux vidéo pour la redistribution domestique, le stockage ou l'affichage en temps réel
H04N 21/443 - Procédés de système d'exploitation, p.ex. démarrage d'un boîtier décodeur STB, implémentation d'une machine virtuelle Java dans un boîtier décodeur STB ou gestion d'énergie dans un boîtier décodeur STB
H04N 21/6373 - Signaux de commande émis par le client et dirigés vers les éléments du serveur ou du réseau pour le contrôle du débit
Detecting fraudulent activity can be a complex, manual process. In this paper, we adapt statistical properties of count data in a novel algorithm to uncover records exhibiting high risk for fraud. Our method identifies shelves, partitioning data under the counts using a Student's t-distribution. We apply this methodology on a univariate dataset including cumulative results from phone calls to a customer service center. Additionally, we extend this technique to multivariate data, illustrating that the same method is applicable to both univariate and multivariate data.
The present invention allows text analysis and routing of an outgoing message. The system intercepts outgoing messages for analysis by a TAS software module. The module assigns an analytical score to the message, then compares the score to a threshold. If the score is below the threshold, the message is transmitted to its ultimate destination. If not, the message may be routed for correction by the message's composer or quality assurance staff. After such correction, the message new analytical score is generated and compared, and, if necessary, the process repeats again.
Detecting fraudulent activity can be a complex, manual process. In this paper, we adapt statistical properties of count data in a novel algorithm to uncover records exhibiting high risk for fraud. Our method identifies shelves, partitioning data under the counts using a Student's t-distribution. We apply this methodology on a univariate dataset including cumulative results from phone calls to a customer service center. Additionally, we extend this technique to multivariate data, illustrating that the same method is applicable to both univariate and multivariate data.
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.
H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p.ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p.ex. des réponses automatiques ou des messages générés par un agent conversationnel
G06F 40/35 - Représentation du discours ou du dialogue
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine
G06F 40/117 - Mise en forme, c. à d. modification de l’apparence des documents Étiquetage; Annotation ; Désignation de bloc; Choix des attributs
40.
Automated conversation review to surface virtual assistant misunderstandings
A scalable system provides automated conversation review that can identify potential miscommunications. The system may provide suggested actions to fix errors in intelligent virtual assistant (IVA) understanding, may prioritize areas of language model repair, and may automate the review of conversations. By the use of an automated system for conversation review, problematic interactions can be surfaced without exposing the entire set of conversation logs to human reviewers, thereby minimizing privacy invasion. A scalable system processes conversations and autonomously marks the interactions where the IVA is misunderstanding the user.
G06Q 50/00 - Systèmes ou procédés spécialement adaptés à un secteur particulier d’activité économique, p.ex. aux services d’utilité publique ou au tourisme
G06F 40/35 - Représentation du discours ou du dialogue
G06F 18/21 - Conception ou mise en place de systèmes ou de techniques; Extraction de caractéristiques dans l'espace des caractéristiques; Séparation aveugle de sources
Detecting fraudulent activity can be a complex, manual process. In this paper, we adapt statistical properties of count data in a novel algorithm to uncover records exhibiting high risk for fraud. Our method identifies shelves, partitioning data under the counts using a Student's t-distribution. We apply this methodology on a univariate dataset including cumulative results from phone calls to a customer service center. Additionally, we extend this technique to multivariate data, illustrating that the same method is applicable to both univariate and multivariate data.
Systems and methods for handling dual modality communication between at least one user device and at least one server. The modalities comprise audio modalities and mechanical motion modalities. The server may be simultaneously connected to the user device via a data network and a voice network and simultaneously receive audio-based input and mechanical motion-based input.
A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.
G06F 16/41 - Indexation; Structures de données à cet effet; Structures de stockage
G06V 40/16 - Visages humains, p.ex. parties du visage, croquis ou expressions
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G06F 21/32 - Authentification de l’utilisateur par données biométriques, p.ex. empreintes digitales, balayages de l’iris ou empreintes vocales
G06F 16/61 - Indexation; Structures de données à cet effet; Structures de stockage
G06F 16/71 - Indexation; Structures de données à cet effet; Structures de stockage
H04M 3/50 - Dispositions centralisées pour répondre aux appels; Dispositions centralisées pour enregistrer des messages pour abonnés absents ou occupés
44.
Automated system and method to prioritize language model and ontology expansion and pruning
A system and method for updating computerized language models is provided that automatically adds or deletes terms from the language model to capture trending events or products, while maximizing computer efficiencies by deleting terms that are no longer trending and use of knowledge bases, machine learning model training and evaluation corpora, analysis tools and databases.
A61K 31/216 - Esters, p.ex. nitroglycérine, sélénocyanates d'acides carboxyliques d'acides ayant des cycles aromatiques, p.ex. bénactizyne, clofibrate
A61K 31/401 - Proline; Ses dérivés, p.ex. captopril
A61K 31/41 - Composés hétérocycliques ayant l'azote comme hétéro-atome d'un cycle, p.ex. guanéthidine ou rifamycines ayant des cycles à cinq chaînons avec plusieurs hétéro-atomes cycliques, l'un au moins étant l'azote, p.ex. tétrazole
A61K 38/18 - Facteurs de croissance; Régulateurs de croissance
Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises receiving a shift activity template; receiving an association between the shift activity template and at least one worker; and scheduling a plurality of schedulable objects. The scheduling is performed in accordance with a workload forecast and schedule constraints. Each of the schedulable objects is based on the shift activity template. The shift activity template describes a worker activity performed during a shift. The template has range of start times and a variable length for the activity. The activity is associated with a queue.
The present invention allows a user to review the routing of various communications. The system receives incoming communications for analysis by a smart routing engine (SRE) software module. The SRE module analyzes the communication at various system routing points, which is used by SRE to route the communication to an appropriate party. The SRE updates a routing log at each point to ensure a record of the reasons for routing the communication in a certain way. The routing log passes with the communication. This ensures that the ultimate recipient of the communication understands why they have received the communication and reduces the time required for a communication to be acted upon.
G06F 15/16 - Associations de plusieurs calculateurs numériques comportant chacun au moins une unité arithmétique, une unité programme et un registre, p.ex. pour le traitement simultané de plusieurs programmes
H04L 43/045 - Traitement des données de surveillance capturées, p.ex. pour la génération de fichiers journaux pour la visualisation graphique des données de surveillance
H04L 45/302 - Détermination de la route basée sur la qualité de service [QoS] demandée
H04L 41/5061 - Gestion des services réseau, p.ex. en assurant une bonne réalisation du service conformément aux accords caractérisée par l’interaction entre les fournisseurs de services et leurs clients réseau, p.ex. la gestion de la relation client
H04L 41/5022 - Pratiques de respect de l’accord du niveau de service en donnant des priorités, p.ex. en attribuant des classes de service
G06Q 30/016 - Fourniture d’une assistance aux clients, p. ex pour assister un client dans un lieu commercial ou par un service d’assistance après-vente
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.
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.
System and method for calibration of WFM system modeling parameters. A first mode M[D,S] of a modeler computes demand-shrinkage controlled service levels and an error metric e(M[D,S]) between the controlled and actual service levels. A user device iteratively adjusts each core parameter. When the user is satisfied that e(M[D,S]) is sufficiently small, calibration of the core parameters is complete. The same is done for calibrating the modeling factor, and then a final e(M[D,S])f is computed. A second mode M[D] computes, using the parameters just calibrated, demand-controlled service levels and an error metric e(M[D]) between the controlled service levels and actual levels. The user iteratively adjusts the shrinkage. When the user is satisfied that e(M[D]) is sufficiently small, calibration of the core parameters is complete.
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
A non-ontological hierarchy for language models is based on established psycholinguistic and neuro-linguistic evidences. By using non-ontological hierarchies, a more natural understanding of user's inputs and intents improve toward a better potential for producing intelligent responses in a conversational situation.
A system and method for attributing the performance of an organization employee or team to events in the employees' career record and predicting future performance. The system acquires historical career record data comprising data of an employee or team of employees, including key performance indexes (KPIs) of the employee/team; finds at least one signpost—an individual data point or group of data points in the career record data having a comparatively high correlation with one of the KPIs of the employee/team or with increases/decreases of the KPI; monitors the career record for new occurrences of the signposts; predicts the KPI or whether the KPI will increase/decrease as a function of the occurrence of the signpost, and transmits the predicted KPI or increase/decrease thereof and its attribution to the occurrence of the signpost to a data consumer. In some embodiments, the system provides prescriptive measures for improving future performance.
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
52.
Automatic discovery of business-specific terminology
An IVR and chatbot, or other system, employing a language model, the language model resulting from a method and computer product encoding the method is available for preparing a domain or subdomain specific glossary. The method included using probabilities, word context, common terminology and different terminology to identify domain and subdomain specific language and a related glossary updated according to the method.
Various embodiments are described for searching and retrieving documents based on a natural language input. A computer-implemented natural language processor electronically receives a natural language input phrase from an interface device. The natural language processor attributes a concept to the phrase with the natural language processor. The natural language processor searches a database for a set of documents to identify one or more documents associated with the attributed concept to be included in a response to the natural language input phrase. The natural language processor maintains the concepts during an interactive session with the natural language processor. The natural language processor resolves ambiguous input patterns in the natural language input phrase with the natural language processor. The natural language processor includes a processor, a memory and/or storage component, and an input/output device.
An architecture for assessing and identifying fraudulent contact with client contact systems, such as IVR, includes threshold and machine learning scoring and filtering of calls based on these criteria. The criteria may include behavioral, situational and reputational scoring.
H04M 3/22 - Dispositions de supervision, de contrôle ou de test
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
09 - Appareils et instruments scientifiques et électriques
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et services
Computer hardware and downloaded computer software for use
in the fields of customer service and engagement, customer
and employee support, employee and operations management,
and compliance and security management incorporating
workforce engagement software, namely, software for
workforce forecasting and scheduling, knowledge and employee
assistance, quality assurance, operational insights and
analytics, and operational and performance management;
downloadable computer software for self-service and
automated customer engagement, namely, intelligent virtual
assistants, web and mobile self-service, and social
communities; downloadable computer software for experience
management, namely, software for capturing and correlating
voice, video, email, text, chat, social digital, and survey
interactions with customers for the purpose of improving
customer service and experience; downloadable computer
software for enterprise recording to enhance regulatory
compliance and minimize fraud, namely, omnichannel recording
of voice, text, screen, and video, compliance recording,
voice biometrics and authentication, and real-time analysis
of caller behavior and related call parameters to detect
potential fraud. Consulting services in the fields of business technology
software, design and development of computer hardware, and
computer software and cloud deployment, namely, self-service
and automation, telecommunications, digital security and
surveillance, computer and telecommunication networks and
multimedia; providing temporary use of on-line
non-downloadable computer software for use in the fields of
customer service and engagement, customer and employee
support, employee and operations management, and compliance
and security management incorporating workforce engagement
software, namely, software for workforce forecasting and
scheduling, knowledge and employee assistance, quality
assurance, operational insights and analytics, and
operational and performance management; providing temporary
use of on-line non-downloadable computer software for
self-service and automated customer engagement, namely,
intelligent virtual assistants, web and mobile self-service,
and social communities; providing temporary use of on-line
non-downloadable computer software for enterprise recording
to enhance regulatory compliance and minimize fraud, namely,
omnichannel recording of voice, text, screen, and video,
compliance recording, voice biometrics and authentication,
and real-time analysis of caller behavior and related call
parameters to detect potential fraud.
56.
System and computer-implemented method for in-page reporting of user feedback on a website or mobile app
Computer-implemented techniques are disclosed for presenting an in-page console on a website for reviewing interaction data captured during user interaction with one or more web pages of the website. The web browser activates the in-page console via an activation procedure. One or more of the web pages of the website are selected after activation of the in-page console. A feedback badge on the website can be replaced with a reporting badge upon activation of the in-page console and with the reporting badge displaying an indicator of interaction data captured for the selected web page. The in-page console is overlaid one or more of the selected web pages. The in-page console displays the interaction data, or recordings of user interaction, captured during user interaction with the selected web page to enable review of the captured interaction data for the selected web page overlaid on the selected web page.
09 - Appareils et instruments scientifiques et électriques
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et services
Computer hardware and downloaded computer software for use
in the fields of customer service and engagement, customer
and employee support, employee and operations management,
and compliance and security management incorporating
workforce engagement software, namely, software for
workforce forecasting and scheduling, knowledge and employee
assistance, quality assurance, operational insights and
analytics, and operational and performance management;
downloadable computer software for self-service and
automated customer engagement, namely, intelligent virtual
assistants, web and mobile self-service, and social
communities; downloadable computer software for experience
management, namely, software for capturing and correlating
voice, video, email, text, chat, social digital, and survey
interactions with customers for the purpose of improving
customer service and experience; downloadable computer
software for enterprise recording to enhance regulatory
compliance and minimize fraud, namely, omnichannel recording
of voice, text, screen, and video, compliance recording,
voice biometrics and authentication, and real-time analysis
of caller behavior and related call parameters to detect
potential fraud. Consulting services in the fields of business technology
software, design and development of computer hardware, and
computer software and cloud deployment, namely, self-service
and automation, telecommunications, digital security and
surveillance, computer and telecommunication networks and
multimedia; providing temporary use of on-line
non-downloadable computer software for use in the fields of
customer service and engagement, customer and employee
support, employee and operations management, and compliance
and security management incorporating workforce engagement
software, namely, software for workforce forecasting and
scheduling, knowledge and employee assistance, quality
assurance, operational insights and analytics, and
operational and performance management; providing temporary
use of on-line non-downloadable computer software for
self-service and automated customer engagement, namely,
intelligent virtual assistants, web and mobile self-service,
and social communities; providing temporary use of on-line
non-downloadable computer software for enterprise recording
to enhance regulatory compliance and minimize fraud, namely,
omnichannel recording of voice, text, screen, and video,
compliance recording, voice biometrics and authentication,
and real-time analysis of caller behavior and related call
parameters to detect potential fraud.
09 - Appareils et instruments scientifiques et électriques
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et services
Computer hardware and downloaded computer software for use
in the fields of customer service and engagement, customer
and employee support, employee and operations management,
and compliance and security management incorporating
workforce engagement software, namely, software for
workforce forecasting and scheduling, knowledge and employee
assistance, quality assurance, operational insights and
analytics, and operational and performance management;
downloadable computer software for self-service and
automated customer engagement, namely, intelligent virtual
assistants, web and mobile self-service, and social
communities; downloadable computer software for experience
management, namely, software for capturing and correlating
voice, video, email, text, chat, social digital, and survey
interactions with customers for the purpose of improving
customer service and experience; downloadable computer
software for enterprise recording to enhance regulatory
compliance and minimize fraud, namely, omnichannel recording
of voice, text, screen, and video, compliance recording,
voice biometrics and authentication, and real-time analysis
of caller behavior and related call parameters to detect
potential fraud. Consulting services in the fields of business technology
software, design and development of computer hardware, and
computer software and cloud deployment, namely, self-service
and automation, telecommunications, digital security and
surveillance, computer and telecommunication networks and
multimedia; providing temporary use of on-line
non-downloadable computer software for use in the fields of
customer service and engagement, customer and employee
support, employee and operations management, and compliance
and security management incorporating workforce engagement
software, namely, software for workforce forecasting and
scheduling, knowledge and employee assistance, quality
assurance, operational insights and analytics, and
operational and performance management; providing temporary
use of on-line non-downloadable computer software for
self-service and automated customer engagement, namely,
intelligent virtual assistants, web and mobile self-service,
and social communities; providing temporary use of on-line
non-downloadable computer software for enterprise recording
to enhance regulatory compliance and minimize fraud, namely,
omnichannel recording of voice, text, screen, and video,
compliance recording, voice biometrics and authentication,
and real-time analysis of caller behavior and related call
parameters to detect potential fraud.
09 - Appareils et instruments scientifiques et électriques
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et services
In the fields of customer engagement and security, computer
hardware and downloaded computer software for use in the
fields of video and data being shared with both internal and
external persons, the sharing being a confidential and
secure solution by encrypting shared data: computer hardware
and software for storing multiple video files. In the fields of customer engagement and security, providing
temporary use of on-line non-downloadable computer software
to provide the ability to share video and data with both
internal and external persons in the cloud, the sharing
being confidential and secure by encrypting shared data;
storing multiple video files online.
09 - Appareils et instruments scientifiques et électriques
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et services
In the fields of customer engagement and security, computer
hardware and downloaded computer software for use in the
fields of video and data being shared with both internal and
external persons, the sharing being a confidential and
secure solution by encrypting shared data; computer hardware
and software for storing multiple video files. In the fields of customer engagement and security, providing
temporary use of on-line non-downloadable computer software
to provide the ability to share video and data with both
internal and external persons in the cloud, the sharing
being confidential and secure by encrypting shared data;
storing multiple video files online.
61.
Distributed sensing and video capture system and apparatus
Systems and apparatus for sensing and video capture include at least one camera with an optical sensor that captures video image data of a first sampling rate. An auxiliary sensor captures auxiliary data at a second sample rate. A processor is communicatively connected to the optical sensor and auxiliary sensor. The processor transmits video image data captured at the first sample rate auxiliary sensor data captured at the second sampling rate across a data connection to a centralized computer that receives the video image data and the auxiliary sensor data and operate to present the video image data and the auxiliary sensor data on a graphical display.
H04N 1/00 - Balayage, transmission ou reproduction de documents ou similaires, p.ex. transmission de fac-similés; Leurs détails
H04N 23/661 - Transmission des signaux de commande de la caméra par le biais de réseaux, p. ex. la commande via Internet
H04N 7/18 - Systèmes de télévision en circuit fermé [CCTV], c. à d. systèmes dans lesquels le signal vidéo n'est pas diffusé
G06F 3/14 - Sortie numérique vers un dispositif de visualisation
H04L 41/06 - Gestion des fautes, des événements, des alarmes ou des notifications
H04L 41/22 - Dispositions pour la maintenance, l’administration ou la gestion des réseaux de commutation de données, p.ex. des réseaux de commutation de paquets comprenant des interfaces utilisateur graphiques spécialement adaptées [GUI]
62.
System and method of real-time automated determination of problem interactions
The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.
H04M 3/00 - Centraux automatiques ou semi-automatiques
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G06F 16/908 - Recherche caractérisée par l’utilisation de métadonnées, p.ex. de métadonnées ne provenant pas du contenu ou de métadonnées générées manuellement utilisant des métadonnées provenant automatiquement du contenu
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
G06Q 30/02 - Marketing; Estimation ou détermination des prix; Collecte de fonds
63.
System and method of automated routing and guidance based on continuous customer and customer service representative feedback
The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.
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.
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
65.
Method and system for virtual assistant conversations
Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.
Techniques for interacting with a portion of a content item through a virtual assistant are described herein. The techniques may include identifying a portion of a content item that is relevant to user input and causing an action to be performed related to the portion of the content item. The action may include, for example, displaying the portion of the content item on a smart device in a displayable format that is adapted to a display characteristic of the smart device, performing a task for a user that satisfies the user input, and so on.
The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
G06F 16/908 - Recherche caractérisée par l’utilisation de métadonnées, p.ex. de métadonnées ne provenant pas du contenu ou de métadonnées générées manuellement utilisant des métadonnées provenant automatiquement du contenu
H04M 3/22 - Dispositions de supervision, de contrôle ou de test
Hybrid natural language understanding (NLU) systems and methods are provided that capitalize on the strengths of the rule-based models and the statistical models, lowering the cost of development and increasing the speed of construction, without sacrificing control and accuracy. Two models are used for intent recognition, one statistical and one rule-based. Both models define the same set of intents, but the rule-based model is devoid of any grammars or patterns initially. Each model may or may not be hierarchical in that it may be composed of a set of specialized models that are in a tree form or it may be just a singular model.
H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p.ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p.ex. des réponses automatiques ou des messages générés par un agent conversationnel
69.
Contextual awareness from social ads and promotions tying to enterprise
Systems and methods for incorporating intelligent virtual assistants into advertisements on social networking platforms are provided. When a user interacts with a content item, an intelligent virtual assistant is selected and put into contact with the user. The intelligent virtual assistant is provided with a context that includes information about the user in the social networking platform, information about the user in a customer relationship management platform, and information about the product, service, or entity associated with the content item. The context allows the intelligent virtual assistant to converse with the user in a way that feels natural and relevant to the user and allows the intelligent virtual assistant to answer any questions about the product, service, or entity associated with the content item.
H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p.ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p.ex. des réponses automatiques ou des messages générés par un agent conversationnel
G06Q 30/01 - Services de relation avec la clientèle
G06Q 30/0242 - Détermination de l’efficacité des publicités
G06Q 50/00 - Systèmes ou procédés spécialement adaptés à un secteur particulier d’activité économique, p.ex. aux services d’utilité publique ou au tourisme
70.
Target Tracking in a Multi-Camera Surveillance System
Tracking of targets in video captured by a multi-camera surveillance system is often difficult due to incomplete camera coverage and due to the complexities associated with automated recognition in a dense and highly variable environment. The present disclosure embraces a system and method for target tracking in a multi-camera surveillance system that reduces the time required for a user to track a target by offering computer generated search results that include suggestions of candidates found in the video that match (to some degree) the target. When one of the candidates is selected by a user, the search is shifted to other cameras and continued. In this way, the target may be tracked quickly. Further, a playlist of video snippets of the target is accumulated during the search and can be played to show all captured video of the target moving about the facility.
G11B 27/28 - Indexation; Adressage; Minutage ou synchronisation; Mesure de l'avancement d'une bande en utilisant une information détectable sur le support d'enregistrement en utilisant des signaux d'information enregistrés par le même procédé que pour l'enregistrement principal
G11B 27/10 - Indexation; Adressage; Minutage ou synchronisation; Mesure de l'avancement d'une bande
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.
H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p.ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p.ex. des réponses automatiques ou des messages générés par un agent conversationnel
72.
SYSTEM AND METHOD OF AUTOMATED DETERMINATION OF USE OF SENSITIVE INFORMATION AND CORRECTIVE ACTION FOR IMPROPER USE
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.
G06F 21/55 - Détection d’intrusion locale ou mise en œuvre de contre-mesures
G06F 16/40 - Recherche d’informations; Structures de bases de données à cet effet; Structures de systèmes de fichiers à cet effet de données multimédia, p.ex. diaporama comprenant des données d'image et d’autres données audio
G06F 21/62 - Protection de l’accès à des données via une plate-forme, p.ex. par clés ou règles de contrôle de l’accès
73.
System to detect and reduce understanding bias in intelligent virtual assistants
Disclosed is a system and method for detecting and addressing bias in training data prior to building language models based on the training data. Accordingly system and method, detect bias in training data for Intelligent Virtual Assistant (IVA) understanding and highlight any found. Suggestions for reducing or eliminating them may be provided This detection may be done for each model within the Natural Language Understanding (NLU) component. For example, the language model, as well as any sentiment or other metadata models used by the NLU, can introduce understanding bias. For each model deployed, training data is automatically analyzed for bias and corrections suggested.
G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel
G10L 15/06 - Création de gabarits de référence; Entraînement des systèmes de reconnaissance de la parole, p.ex. adaptation aux caractéristiques de la voix du locuteur
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.
The present application includes a method and system for developing a common inquiry response. The system receives at least one customer contact formed by an inquiry and its response, analyzes the customer contact to determine the content of the inquiry and the response, and stores the inquiry and the response in a corresponding inquiry-response sub-database in an inquiry-response database. After analyzing at least one of the sub-databases, the system assigns a common inquiry-response (CIR) knowledge document to that inquiry-response sub-database for future use involving similar inquiries and responses. This allows a user to respond more quickly to inquiries with a reduced risk of incorrect or inconsistent information in the response.
The present invention is a system and method for organizing and integrating electronic customer service resources. A CEC system from a customer interaction receives data from a customer interaction and analyzes the data using a CAE incorporating a set of analytics rules before selecting a customer service module or a document from a document database based on the analysis. This data analysis and module or document selection repeats until all data received by the CEC system has been analyzed.
The present application includes a method and system for developing a common inquiry response. The system receives at least one customer contact formed by an inquiry and its response, analyzes the customer contact to determine the content of the inquiry and the response, and stores the inquiry and the response in a corresponding inquiry-response sub-database in an inquiry-response database. After analyzing at least one of the sub-databases, the system assigns a common inquiry-response (CIR) knowledge document to that inquiry-response sub-database for future use involving similar inquiries and responses. This allows a user to respond more quickly to inquiries with a reduced risk of incorrect or inconsistent information in the response.
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
G06N 5/02 - Représentation de la connaissance; Représentation symbolique
78.
Method and apparatus for cell-based workforce scheduling
A method for workforce scheduling by a computer system is provided. The method includes receiving a first workforce schedule describing initial assignments of a plurality of workers to a plurality of shifts, each shift comprising one or more work activities, each work activity comprising an activity and a time interval, and storing the first workforce schedule in a memory. The method also includes receiving a cell size associated with each activity, and determining a quantity of workers in each work activity associated with each activity in the first workforce schedule. The method further includes determining cell size violations by dividing the quantity of workers assigned to each work activity by the cell size for the activity associated with the work activity. The method also includes modifying the first workforce schedule to minimize cell size violations, resulting in a second workforce schedule, and storing the second workforce schedule in the memory.
G06Q 10/0631 - Planification, affectation, distribution ou ordonnancement de ressources d’entreprises ou d’organisations
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
79.
SYSTEM AND METHOD FOR INFORMATION GATHERING GAMES FOR CUSTOMER QUEUES
The present application includes a method and system for gathering customer information through games. The system transmits offers to play games over the contact medium used by the customer. The games are selected to elicit information from the customer; information ranging from the customer's mood to marketing information to security information. The information so obtained can be used to update client profiles.
The present application includes a method and system for gathering customer information through games. The system transmits offers to play games over the contact medium used by the customer. The games are selected to elicit information from the customer; information ranging from the customer's mood to marketing information to security information. The information so obtained can be used to update client profiles.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
A63F 13/61 - Création ou modification du contenu du jeu avant ou pendant l’exécution du programme de jeu, p.ex. au moyen d’outils spécialement adaptés au développement du jeu ou d’un éditeur de niveau intégré au jeu utilisant des informations publicitaires
A63F 13/79 - Aspects de sécurité ou de gestion du jeu incluant des données sur les joueurs, p.ex. leurs identités, leurs comptes, leurs préférences ou leurs historiques de jeu
H04M 11/08 - Systèmes de communication téléphonique spécialement adaptés pour être combinés avec d'autres systèmes électriques spécialement adaptés pour recevoir au choix des matières récréatives ou des informations
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.
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.
Virtual assistants intelligently emulate a representative of a service provider by providing variable responses to user queries received via the virtual assistants. These variable responses may take the context of a user's query into account both when identifying an intent of a user's query and when identifying an appropriate response to the user's query.
A real-time conversation is monitored between a user and an intelligent virtual assistant (IVA). A visualization may be generated and displayed to the user on the user computing device based on one or more topics identified in the conversation. The conversation between the user and the IVA may continue and is continued to be monitored. The visualization can be updated as the conversation continues, e.g., based on further topics being identified.
A real-time conversation is monitored between a user and an intelligent virtual assistant (IVA). A visualization may be generated and displayed to the user on the user computing device based on one or more topics identified in the conversation. The conversation between the user and the IVA may continue and is continued to be monitored. The visualization can be updated as the conversation continues, e.g., based on further topics being identified.
Attention weights in a hierarchical attention network indicate the relative importance of portions of a conversation between an individual at one terminal and a computer or a human agent at another terminal. Weighting the portions of the conversation after converting the conversation to a standard text format allows for a computer to graphically highlight, by color, font, or other indicator visible on a graphical user interface, which portions of a conversation led to an escalation of the interaction from an intelligent virtual assistant to a human customer service agent.
G06F 17/00 - TRAITEMENT ÉLECTRIQUE DE DONNÉES NUMÉRIQUES Équipement ou méthodes de traitement de données ou de calcul numérique, spécialement adaptés à des fonctions spécifiques
G06F 40/117 - Mise en forme, c. à d. modification de l’apparence des documents Étiquetage; Annotation ; Désignation de bloc; Choix des attributs
G06F 40/35 - Représentation du discours ou du dialogue
87.
Method and apparatus for cell-based workforce scheduling
A method for workforce scheduling by a computer system is provided. The method includes receiving a first workforce schedule describing initial assignments of a plurality of workers to a plurality of shifts, each shift comprising one or more work activities, each work activity comprising an activity and a time interval, and storing the first workforce schedule in a memory. The method also includes receiving a cell size associated with each activity, and determining a quantity of workers in each work activity associated with each activity in the first workforce schedule. The method further includes determining cell size violations by dividing the quantity of workers assigned to each work activity by the cell size for the activity associated with the work activity. The method also includes modifying the first workforce schedule to minimize cell size violations, resulting in a second workforce schedule, and storing the second workforce schedule in the memory.
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
88.
Systems and methods for automatic scheduling of a workforce
Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises receiving a shift activity template; receiving an association between the shift activity template and at least one worker; and scheduling a plurality of schedulable objects. The scheduling is performed in accordance with a workload forecast and schedule constraints. Each of the schedulable objects is based on the shift activity template. The shift activity template describes a worker activity performed during a shift. The template has range of start times and a variable length for the activity. The activity is associated with a queue.
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
Real-time speech analytics (RTSA) provides maintaining real-time speech conditions, rules, and triggers, and real-time actions and alerts to take. A call between a user and an agent is received at an agent computing device. The call is monitored to detect in the call one of the real-time speech conditions, rules, and triggers. Based on the detection, at least one real-time action and/or alert is initiated.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G06Q 20/40 - Autorisation, p.ex. identification du payeur ou du bénéficiaire, vérification des références du client ou du magasin; Examen et approbation des payeurs, p.ex. contrôle des lignes de crédit ou des listes négatives
G10L 17/00 - Identification ou vérification du locuteur
G10L 17/06 - Techniques de prise de décision; Stratégies d’alignement de motifs
90.
System and method of sentiment modeling and application to determine optimized agent action
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.
The present application includes a method and system for multi-channel interaction. A communication session is initiated between a customer service representative (CSR) and an end user. Multi-channel communication is used between the end user and the CSR. The multi-channel communication includes at least voice and data. Information is presented to the end user via a user interface, and the user can confirm the accuracy of the information using the user interface.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G06Q 30/016 - Fourniture d’une assistance aux clients, p. ex pour assister un client dans un lieu commercial ou par un service d’assistance après-vente
H04M 3/00 - Centraux automatiques ou semi-automatiques
92.
System and method for automated desktop analytics triggers
The present invention is a method and system for automatedly producing at least one desktop analytics trigger. Upon receiving at least one type of data input, the system analyzes the data input and produces at least one desktop analytics trigger based on the results of the analysis of the data input. The data input can include data on the programs, applications, or information a user utilizes during a task, to allow use of desktop process analytics. This process may be used to either generate a new desktop analytics trigger or update an existing desktop analytics trigger.
G06F 9/48 - Lancement de programmes; Commutation de programmes, p.ex. par interruption
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
Conversation user interfaces that are configured for virtual assistant interaction may include contextual interface items that are based on contextual information. The contextual information may relate to a current or previous conversation between a user and a virtual assistant and/or may relate to other types of information, such as a location of a user, an orientation of a device, missing information, and so on. The conversation user interfaces may additionally, or alternatively, control an input mode based on contextual information, such as an inferred input mode of a user or a location of a user. Further, the conversation user interfaces may tag conversation items by saving the conversation items to a tray and/or associating the conversation items with indicators.
C07K 16/28 - Immunoglobulines, p.ex. anticorps monoclonaux ou polyclonaux contre du matériel provenant d'animaux ou d'humains contre des récepteurs, des antigènes de surface cellulaire ou des déterminants de surface cellulaire
Systems and methods are provided to stop both external and internal fraud, ensure correct actions are being followed, and information is available to fraud teams for investigation. The system includes components that can address: 1) behavioral analytics (ANI reputation, IVR behavior, account activity)—this gives a risk assessment event before a call gets to an agent; 2) fraud detection—the ability to identify, in real time, if a caller is part of a fraudster cohort' and alert the agent and escalate to the fraud team; 3) identity authentication—the ability to identify through natural language if the caller is who they say they are; and 4) two factor authentication—the ability to send a text message to the caller and automatically process the response and create a case in the event of suspected fraud.
H04M 1/64 - Dispositions automatiques pour répondre aux appels; Dispositions automatiques pour enregistrer des messages pour abonnés absents; Dispositions pour enregistrer des conversations
H04M 3/22 - Dispositions de supervision, de contrôle ou de test
G10L 17/04 - Entraînement, enrôlement ou construction de modèle
G10L 17/06 - Techniques de prise de décision; Stratégies d’alignement de motifs
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
09 - Appareils et instruments scientifiques et électriques
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et services
(1) Computer hardware and downloadable software employing video for identifying security threats, assisting security personnel to mitigate risks, ensuring operational compliance, and improving fraud and security investigations; downloadable computer software for accessing a user interface of live and recorded surveillance video; downloadable surveillance and fraud investigation software for recording and monitoring video (1) Computer security threat analysis for protecting data; design and development of electronic data security systems; data security consultancy services and data security consultancy services for identifying security threats, assisting security personnel to mitigate risks, ensuring operational compliance, and improving fraud and security investigations; providing an interactive website featuring technology that allows users to access a user interface of live and recorded surveillance video; analyzing computer security threats for protecting data; designing and developing electronic data security systems
09 - Appareils et instruments scientifiques et électriques
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et services
(1) Computer hardware and downloadable software employing video for identifying security threats, assisting security personnel to mitigate risks, ensuring operational compliance, and improving fraud and security investigations; downloadable computer software for accessing a user interface of live and recorded surveillance video; downloadable surveillance and fraud investigation software for recording and monitoring video (1) Computer security threat analysis for protecting data; design and development of electronic data security systems; data security consultancy services and data security consultancy services for identifying security threats, assisting security personnel to mitigate risks, ensuring operational compliance, and improving fraud and security investigations; providing an interactive website featuring technology that allows users to access a user interface of live and recorded surveillance video; analyzing computer security threats for protecting data; designing and developing electronic data security systems
97.
MODEL-AGNOSTIC VISUALIZATIONS USING LINEAR PROGRAMMING APPROXIMATION
A method of determining influence of language elements in script to an overall classification of the script by perturbing the dataset representing a conversation. In some instances, for example, in the conversation, the language elements and turns within the conversation (e.g., in a chat bot) are analyzed for their influence in escalation or non-escalation of the conversation to a higher level of resolution, e.g., to a human representative or manager.
G10L 15/06 - Création de gabarits de référence; Entraînement des systèmes de reconnaissance de la parole, p.ex. adaptation aux caractéristiques de la voix du locuteur
G10L 15/01 - Estimation ou évaluation des systèmes de reconnaissance de la parole
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine
G06F 40/35 - Représentation du discours ou du dialogue
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et services
Providing temporary use of on-line non-downloadable cloud-based software for sharing videos and data with both internal and external users, for use in the fields of customer engagement, computer security and physical security video systems; electronic storage of multiple digital video files
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et services
Providing temporary use of on-line non-downloadable cloud-based software for sharing videos and data with both internal and external users, for use in the fields of customer engagement, computer security and physical security video systems; electronic storage of multiple digital video files
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et services
Consulting services in the fields of business technology software, design and development of computer hardware, and computer software and cloud-based software deployment; providing temporary use of on-line non-downloadable enterprise and workforce engagement computer software for workforce forecasting and scheduling, knowledge and employee assistance, quality assurance, operational insights and analytics, and operational and performance management in the fields of customer service and engagement, customer and employee support, employee and operations management, and compliance and security management; providing temporary use of on-line non-downloadable computer software for use in customer relationship management (CRM) specifically with respect to self-service and automated customer engagement via intelligent personal assistant devices, online and mobile application customer self-service websites, and online social media; providing temporary use of on-line non-downloadable computer software for enterprise recording to enhance regulatory compliance and minimize fraud, namely, omnichannel recording of voice, text, screen, and video, compliance recording, voice biometrics and authentication, and real-time analysis of caller behavior and related call parameters to detect potential fraud
