157 patents
Utility
Masking Compliance Measurement System
18 Jan 24
A system is adapted to automatically evaluate compliance to data masking rules by a service provider.
Sourav CHAUHAN, Kunal KHANVILKAR, LeAnn HOPKINS
Filed: 12 Jul 22
Utility
System and Methods to Derive Knowledge Base Article Relevancy Score
18 Jan 24
Coaching systems and methods, and non-transitory computer readable media, include analyzing an agent's interactions to identify knowledge gaps and specific topics where an agent has difficulties.
Shay DINER, Gennadi LEMBERSKY, Animesh UDAWAT, Sourav RATH, Mahesh BAIRAGI, Amol ANWADE
Filed: 13 Jul 22
Utility
System and Methods of Identifying and Utilizing Agent Credibility Divergence In Contact Center Quality Processes
28 Dec 23
Agent credibility systems and methods, and non-transitory computer readable media, include receiving a recorded interaction between a customer and a contact center agent; retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score is based on values of a plurality of credibility assessment factors for a time interval that are stored in a historical agent database, and wherein the lower the CDD score, the higher a credibility of the contact center agent; filtering out the recorded interaction when the CDD score is less than or equal to a defined threshold; and providing the recorded interaction to a supervisor of the contact center agent or a quality management application when the CDD score is greater than the defined threshold.
Rahul VYAS, Salil DHAWAN, Jason WILLIAMS
Filed: 27 Jun 22
Utility
System and Method for Increasing Productivity of Agents In a Contact Center by Improving an Automatic-scheduling Generation In a Workforce Management (WFM) Application
7 Dec 23
A computerized-method for increasing productivity of agents in a contact-center by improving an automatic-scheduling generation in a Workforce-Management (WFM) application, is provided herein.
Disha AGRAWAL, Swapnil THAKARE, Gaurav SURYAWANSHI, Brijesh UPADHYAY
Filed: 6 Jun 22
Utility
System and Method for Monitoring an Unavailability-interval Type to Adjust Agent-schedule to Be In Adherence and to Balance Workforce, In a Contact-center
7 Dec 23
A computerized-method for monitoring an unavailability-interval type to adjust agent-schedule to be in adherence and to balance workforce, in a contact-center, is provided herein.
Rajesh GUPTA, Sanyog MISHRA, Robert DVORSCAK, JR.
Filed: 7 Jun 22
Utility
Systems and Methods for Automation Discovery Recalculation Using Dynamic Time Window Optimization
16 Nov 23
A system and method may identify computer-based processes which may be candidates for automation.
Eran ROSEBERG, Yaron Moshe BIALY, Yuval SHACHAF
Filed: 12 May 22
Utility
System and Method for Converting a Time-off Request of an Agent to a Shift-trade with Another Agent or to a Self-swap Schedule
9 Nov 23
A computerized-system for converting a time-off request of an agent to a shift-trade with another agent or to a self-swap schedule, in a contact center is provided here in.
Vaibhav Chobe, Priyanka Padalalu, Ojas Pitre
Filed: 8 May 22
Utility
Systems and Methods for Advanced Text Template Discovery for Automation
9 Nov 23
A system and method may identify computer-based processes involving the use of text templates which may be candidates for automation.
Oz GRANIT, Yuval SHACHAF, Eran ROSEBERG
Filed: 5 May 22
Utility
System and Method for Automatically Responding to Negative Content
26 Oct 23
A computer based system and method for automatically transmitting an electronic notice to a publisher of negative content, that includes: monitoring at least one electronic social media channel to identify content that is relevant to an entity; analyzing the identified content to identify content with negative sentiment, and an identity of the publisher of the content with the negative sentiment; and initiating an automated interaction with the publisher.
Niranjan BAGADE, Tanmay PATWARDHAN, Tom OTVOS
Filed: 22 Apr 22
Utility
System and Method for Allocating Multi-functional Resources
12 Oct 23
A computerized system and method for allocating multi-functional or multi-feature resources (which may handle multiple functions or tasks, e.g., simultaneously) for a plurality of time intervals, including: transforming an initial allocation matrix (which may associate each resource with a single function, task, or feature - and may not address simultaneous handling of tasks or task types by the resources) into an updated allocation matrix, where the updated allocation matrix includes a plurality of feature matrices describing different multi-feature resources to be allocated; predicting, using a machine learning (ML) model, expected service metrics for the updated allocation matrix; and providing a final allocation matrix based on the expected service metrics.
Eyal SEGAL, Noam KAPLAN, Gennadi LEMBERSKY
Filed: 30 May 23
Utility
Method for Prioritizing Agents for Working from Office Via a WFM Application In a Hybrid Contact Center Work Environment
5 Oct 23
A computerized-method for prioritizing agents for working from office via a WFM application, in a hybrid-contact-center work environment.
Pramod GIRI, Salil DHAWAN, Swati KADU
Filed: 4 Jun 23
Utility
Total Screen Recording System and Methods
5 Oct 23
Screen recording systems and methods, and non-transitory computer readable media, include receiving, from an applications server, a recording configuration including a local recording trigger, wherein the local recording trigger includes a start screen recording event and a stop screen recording event; monitoring activity on a device of a contact center agent; initiating recording of a screen of the device when the start screen recording event is detected; transmitting data captured in the recording to a recorder; stopping the recording of the screen of the device when the stop screen recording event is detected; and stopping transmission of the data captured in the recording to the recorder.
Viktor LESKO, Vitalii ROZBYIHOLOVA, Pavlo OSIKOVSKYI
Filed: 5 Apr 22
Utility
System and Method for Predicting Service Metrics Using Historical Data
21 Sep 23
A method for allocating resources for a plurality of time intervals, including: receiving a forecasted workload and at least one required service metric value; applying a search algorithm to identify an initial allocation assignment; inputting the assignment to a machine learning algorithm, the machine learning algorithm trained on historic data of past intervals; predicting an expected service metric value provided by the initial allocation assignment; adjusting the initial allocation assignment based on a difference between the expected service metric value and the corresponding required service metric value; iteratively repeating the applying, inputting, predicting, and adjusting operations until one of: the expected service metric value predicted for an adjusted allocation assignment is within a predetermined distance of the corresponding at least one required service metric value for the interval; or a predetermined time has elapsed.
Noam KAPLAN, Gennaldi LEMBERSKY
Filed: 15 Mar 22
Utility
System and Method for Predicting Service Metrics Using Historical Data
21 Sep 23
Methods and systems for, upon receipt of a second computer data stream, predicting a change in processing a first computer data stream, include: receiving, at a computing device, the first computer data stream; generating a first data sequence comprising a time of receipt of the first computer data stream; receiving the second computer data stream; generating a second data sequence comprising a time of receipt of the second computer data stream; sending the first and second data sequences to a prediction model; predicting, by the prediction model, at least one change in at least one metric associated with processing the first computer data stream, the predicted change based at least in part on the first and second data sequences; and sending, by the prediction model, to the computing device, the at least one change in the at least one metric associated with processing the first computer data stream.
Noam KAPLAN, Ying ZHANG, Gennadi LEMBERSKY, Nick MARTIN, Eyal SEGAL
Filed: 13 Jan 23
Utility
System and Method for Operating an Effective Gamification Application Pursuit
14 Sep 23
A computerized-method for operating an effective cloud-based gamification application pursuit is provided herein.
Aniket PAL, Sourav RATH
Filed: 13 Mar 22
Utility
Semantic Search Systems and Methods
7 Sep 23
Semantic search systems and methods, and non-transitory computer readable media, include receiving divided text of at least two participants from a customer interaction; applying a clustering algorithm to the divided text to create a plurality of word clusters per participant, wherein each word cluster comprises topic words, phrases, or sentences; applying a word-embedding algorithm to the topic words, phrases, or sentences in each word cluster to produce a numeric representation of each word cluster; and storing the numeric representation of each word cluster and the topic words, phrases, or sentences in each word cluster in a document.
Naomi ZEICHNER, Tal HAGUEL
Filed: 1 Mar 22
Utility
Automatic Storage Management In Networked Data Storage Systems Using Storage Device Monitoring
17 Aug 23
A data storage system configured to optimize selection of a plurality of data storage devices.
Matan KERET, Olga CHUKHRIAIEVA, Sergii LEBID
Filed: 11 Feb 22
Utility
Systems and Methods for Detecting Complaint Interactions
10 Aug 23
A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.
Steven Richard ARNOLD, Katie TRUONG, Robert William MORRIS
Filed: 19 Apr 23
Utility
Method and System for Automatically Pointing on an Influencer on a Measured Performance Change
10 Aug 23
A computerized-method for automatically pointing on an influencer on a measured performance change is provided herein.
Yuval Shachaf, Gennadi Lembersky
Filed: 16 Mar 23
Utility
Staff Requirement Generation Method and System Accounting for Multi-skill and Multi-session Efficiency
3 Aug 23
A fast, robust and efficient staff requirement calculation engine that estimates staffing requirements on the spot to account for multi-skill omni-channel efficiency.
Xiaoqing SUN, William Nathan STEARNS
Filed: 31 Jan 22