Abstract: The present invention allows a CEC system to automatedly track the use, storage, access, and modification of sensitive information/data in the system through desktop monitoring. Further, through desktop, video, and audio monitoring of CSRs the system can automatedly determine the improper use, access, storage, and modification of sensitive information by implementing sensitive data use rules that allow a system to be specialized for the user. Finally, the system can automatedly determine and implement violation actions for the improper use, storage, access, and manipulation of sensitive information. This provides an intelligent system capable of locating all sensitive data in the system and regulating the use, access, and storage of sensitive data in the system.

Abstract: Systems and methods are described to automatically generate candidate questions and responses to speed the process of response creation and editing for commercial IVAs and chatbots. Rather than create the questions and responses from scratch for a new IVA, the system uses existing questions and responses from a previous or related IVA to train a model that can generate proposed responses to provided questions. The model, or a different model, can further be trained to generate responses using data taken from company or entity-specific data sources such as websites and knowledge bases. After a set of questions and responses have been generated for an IVA they may be reviewed by one or more human reviewers to ensure they are of a suitable quality. Where no previous or related IVA exists to provide example responses, the model may be trained solely using the company or entity-specific data.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: A system and method using blockchain for monitoring and tracking customer service representative actions are disclosed. In the system and method, customer service representative actions are encrypted using an encryption key specific to a company on whose behalf the customer service representative is acting. The customer service representative signs the encrypted action with a private key of a public/private key pair. The signed, encrypted action record is placed on the blockchain, which can later be accessed to review the actions of the customer service representative or actions of any customer service representative acting on behalf of the specific company.

Abstract: According to principles described herein, a system applies Active Learning methodology to multiple models simultaneously. The system includes a means to distribute the sample selection algorithm across large pools of unlabeled data and a automatic model training deployed on hardware matched to the model type that scales to large volumes of data without consuming all resources.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: In one embodiment, certain words or phrases spoken by customers during calls to a call center are used to identify or authenticate the user. Words or phrases such as a customer's name, or an account number or telephone number, are selected for a customer. Recordings of the selected words or phrases spoken by the customer during previous calls are used to generate voiceprints that are stored and associated with the customer. Later, when the customer calls the call center, instances of the customer speaking the selected words are extracted from the call (referred to herein as “audio-of-interest”) and are compared against the voiceprints stored for the customer. If the voiceprints match the audio-of-interest the customer is authenticated.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.