Abstract: Methods for detecting fraud include receiving a plurality of call interactions; extracting a voice print of a caller from each of the call interactions; determining which call interactions are associated with a single caller by comparing and matching pairs of voice prints of the call interactions; organizing the call interactions associated with a single caller into a group; and determining that a matching phrase was spoken by the single caller in a first call interaction and second call interaction in the group.

Abstract: A computer based system and method for assigning queries to topics and/or visualizing or analyzing query coverage may include, using a computer processor, searching, using a set of queries, over a set of text documents, to produce for each query a set of search results for the query. Each search result may include a subset of text from a text document of the set of text documents. For each query, a query vector may be calculated based on the set of search results for the query, and for each of a set of topics describing the set of text documents, a topic vector may be calculated. A report or visualization may be generated including the set of queries and the set of topics using the topic vectors and the query vectors.

Abstract: A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.

Abstract: Methods for optimizing the routing of customer communications include receiving a customer communication; identifying a customer associated with the customer communication; accessing a profile of the identified customer to determine customer data; receiving customer metric scores for a plurality of customer metrics; identifying available agents; accessing a profile of each available agent to determine agent data; predicting interaction outcome metric values for a plurality of customer metrics based on the customer data and the agent data; calculating, in real-time, an aggregate agent-customer pairing score for each available agent; selecting a responding agent from the available agents with the highest aggregate agent-customer pairing score; and providing a routing recommendation to a communication distributor to route the customer communication to the responding agent with the highest aggregate agent-customer pairing score.

Abstract: A system and method may analyze computer actions on a computer desktop system. Using a data gathering process, a low-level user action information item, describing input by a user (e.g. to the computer desktop system), may be received or gathered. The low-level user action information item may include an input type description and screen window information. Based on a series of low-level user action information items, a process a computer is engaging in with the user may be estimated or determined. The best or most appropriate next low-level user action may be displayed or suggested to the user, e.g. on a computer desktop system to a user.

Abstract: A system and method may identify a fraud ring based on call or interaction data by analyzing by a computer processor interaction data including audio recordings to identify clusters of interactions which are suspected of involving fraud each cluster including the same speaker; analyzing by the computer processor the clusters, in combination with metadata associated with the interaction data, to identify fraud rings, each fraud ring describing a plurality of different speakers, each fraud ring defined by a set of speakers and a set of metadata corresponding to interactions including that speaker; and for each fraud ring, creating a relevance value defining the relative relevance of the fraud ring.

Abstract: A digital audio quality monitoring device uses a deep neural network (DNN) to provide accurate estimates of signal-to-noise ratio (SNR) from a limited set of features extracted from incoming audio. Some embodiments improve the SNR estimate accuracy by selecting a DNN model from a plurality of available models based on a codec used to compress/decompress the incoming audio. Each model has been trained on audio compressed/decompressed by a codec associated with the model, and the monitoring device selects the model associated with the codec used to compress/decompress the incoming audio. Other embodiments are also provided.

Abstract: A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.

Abstract: System and method for generating case-based data including receiving, input data describing an event of interest; if the input data is not in a format of a property graph then transforming the input data into a first property graph describing the event of interest and representing a first network, wherein the first property graph includes a plurality of network elements and properties of at least some of the plurality of network elements, wherein the network elements include entities and links describing relationships between the entities; changing a network element in the first property graph to create a second property graph of a new network; and using the second property graph as the case-based data. New properties may be generated for the entities and links.

Abstract: A system and method of altering computer resource allocation may include receiving a first time-series metric describing a processes; receiving a second time-series resource metric describing a computer resource; and analyzing the first time-series metric and the second time-series resource metric as an independent and a dependent variable to determine a gradient coefficient defining the ratio of the rate of change between the first time-series metric and the second time-series resource metric. The result may be used to predict resource usage, and to provision or allocate the resource accordingly.

Abstract: A system and method for accessing elements of a table in a digital image of the table, including: obtaining the digital image of the table; finding table elements in the digital image based on digital table properties, wherein the table elements define table cells; calculating coordinates of the table cells in the digital image based on the table elements; and accessing content of a selected table cell in the digital image using the coordinates of the selected table element.

Abstract: A method for providing anonymized contact information to a workforce management system includes receiving contact information from a plurality of customer business units; assigning each of the plurality of customer business units one or more industry classification codes or product classification codes; anonymizing, by a processor, the contact information to the one or more industry classification codes or product classification codes; receiving, by a processor, a query from a workforce management system for anonymized contact information in one or more industry classification codes or product classification codes; and providing the anonymized contact information to the workforce management system for use in a workforce management predictive model.

Abstract: A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In a network having a direct media streaming between a first media-client and a source device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source device, switching from the direct media streaming mode to a media forking mode by starting a media forting service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source device.

Abstract: Securely sharing proof of knowledge of information without revealing the information, for example to allow an institution to prove it has knowledge regarding an alert. Code or software may be generated (at a first computer system) which takes as input one or more details regarding an entity and returns a value based on a match to one or more actual details regarding the entity. A name may be generated for the code based on information describing the entity, and the code may be published to a blockchain, along with at least one key corresponding to the code. For each name an entry may be creating in an index, converting the name to a blockchain address. A proof based on the code may be generated at a second computer system, which, if verified, results in the first institution and the second institution sharing information regarding the entity.

Abstract: A system and method for determining automated uptime of internet-based software may include one or more memories storing check suites, each check suite including an ordered sequence of a plurality of checks corresponding to an execution flow of an ordered sequence of functions of the internet-based software; and one or more processors configured to determine a total amount of down time for a monitoring period by: during each time interval of the monitoring period, performing each of the plurality of check suites on the internet-based software, and applying at least one weighing factor to results of performing each of the plurality of check suites.

Abstract: A system and method for authenticating an identity may include generating a first generic representation representing a stored audio content, generating a second generic representation representing input audio content, and, providing the first and second generic representations to a voice biometrics unit adapted to authenticate an identity based on the first and second generic representations.

Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.

Abstract: A system and method may identify a fraud ring based on call or interaction data by analyzing by a computer processor interaction data including audio recordings to identify clusters of interactions which are suspected of involving fraud each cluster including the same speaker; analyzing by the computer processor the clusters, in combination with metadata associated with the interaction data, to identify fraud rings, each fraud ring describing a plurality of different speakers, each fraud ring defined by a set of speakers and a set of metadata corresponding to interactions including that speaker; and for each fraud ring, creating a relevance value defining the relative relevance of the fraud ring.

Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.

Abstract: A method, system, and non-transitory processor-readable storage medium for automatic key phrase rule generation for automatic key phrase extraction including: receiving a corpus sample including a plurality of documents containing text, receiving a plurality of identified key phrases which relate to a topic of the text of at least one corresponding document; assigning a part-of-speech to each word in the corpus sample; generating a part-of-speech pattern from each identified key phrase; and generating key phrase rules.