Patents Assigned to Verint Systems UK Limited
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Patent number: 11907878Abstract: In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.Type: GrantFiled: February 19, 2021Date of Patent: February 20, 2024Assignee: VERINT SYSTEMS UK LIMITEDInventor: Raymond Campbell
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Patent number: 11526563Abstract: In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. An additional feature extending from this capability is to add an amount of coding to external knowledge content websites that are owned and/or operated by the owner of the system such that when the website is viewed through the third-party integration module, a button or icon appears within the website that when selected takes the agent to an appropriate form.Type: GrantFiled: July 22, 2016Date of Patent: December 13, 2022Assignee: Verint Systems UK LimitedInventor: Raymond Campbell
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Patent number: 11461406Abstract: A system, computer implemented method, and computer storage medium encoded with a computer program, for identifying newly trending topics in a data stream. An example method includes: receiving text documents forming part of a data stream from one or more servers; identifying terms within the received text documents; deriving from the identified terms, a set of terms identified as abnormal by virtue of having a relatively high frequency of occurrence within the text documents received in a recent period compared with that expected from their historic occurrence; creating a first set of one or more clusters, each cluster including a group of terms from the set of terms identified as abnormal which through their degree of co-occurrence in the received text documents are considered to relate to the same topic; and comparing clusters of a further set with the clusters of the first set to determine whether a cluster of the further set pertains to the same topic.Type: GrantFiled: December 23, 2019Date of Patent: October 4, 2022Assignee: Verint Systems UK LimitedInventors: David Andrew Roberts, David Alexander Sim
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Publication number: 20220166882Abstract: In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. An additional feature extending from this capability is to add an amount of coding to external knowledge content websites that are owned and/or operated by the owner of the system such that when the website is viewed through the third-party integration module, a button or icon appears within the website that when selected takes the agent to an appropriate form.Type: ApplicationFiled: February 8, 2022Publication date: May 26, 2022Applicant: Verint Systems UK LimitedInventors: Conor Adams, Raymond Campbell
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Publication number: 20220159122Abstract: In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.Type: ApplicationFiled: February 7, 2022Publication date: May 19, 2022Applicant: Verint Systems UK LimitedInventors: Conor Adams, Raymond Campbell
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Patent number: 11245795Abstract: In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.Type: GrantFiled: October 7, 2020Date of Patent: February 8, 2022Assignee: Verint Systems UK LimitedInventors: Conor Adams, Raymond Campbell
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Patent number: 11245794Abstract: In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. An additional feature extending from this capability is to add an amount of coding to external knowledge content websites that are owned and/or operated by the owner of the system such that when the website is viewed through the third-party integration module, a button or icon appears within the website that when selected takes the agent to an appropriate form.Type: GrantFiled: September 21, 2020Date of Patent: February 8, 2022Assignee: Verint Systems UK LimitedInventors: Conor Adams, Raymond Campbell
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Patent number: 11170759Abstract: A method, system, and computer program product for discriminating boilerplate text in documents, such as web pages. An example method includes: receiving documents structured as labelled text elements; generating a local language model for each labelled text element of the received documents; comparing local language models for different labelled text elements that have the same label; for each comparison of local language models, deriving a similarity indicator, and using the similarity indicators of all the comparisons to derive a similarity score for that label; using the similarity scores to determine labels associated with text elements comprising boilerplate text; and providing the textual content of the labelled text elements to a receiving computer system; and identifying the textual content of labelled text elements that include boilerplate text.Type: GrantFiled: December 23, 2019Date of Patent: November 9, 2021Assignee: Verint Systems UK LimitedInventors: David Alexander Sim, David Paul Austen Ryland
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Publication number: 20210174286Abstract: In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.Type: ApplicationFiled: February 19, 2021Publication date: June 10, 2021Applicant: Verint Systems UK LimitedInventor: Raymond Campbell
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Patent number: 10943200Abstract: In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.Type: GrantFiled: July 22, 2016Date of Patent: March 9, 2021Assignee: Verint Systems UK LimitedInventor: Raymond Campbell
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Publication number: 20210037138Abstract: In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.Type: ApplicationFiled: October 7, 2020Publication date: February 4, 2021Applicant: Verint Systems UK LimitedInventors: Conor Adams, Raymond Campbell
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Publication number: 20210029250Abstract: In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. An additional feature extending from this capability is to add an amount of coding to external knowledge content websites that are owned and/or operated by the owner of the system such that when the website is viewed through the third-party integration module, a button or icon appears within the website that when selected takes the agent to an appropriate form.Type: ApplicationFiled: September 21, 2020Publication date: January 28, 2021Applicant: Verint Systems UK LimitedInventors: Conor Adams, Raymond Campbell
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Patent number: 10834261Abstract: In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.Type: GrantFiled: December 6, 2018Date of Patent: November 10, 2020Assignee: Verint Systems UK LimitedInventors: Conor Adams, Raymond Campbell
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Patent number: 10785372Abstract: In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. An additional feature extending from this capability is to add an amount of coding to external knowledge content websites that are owned and/or operated by the owner of the system such that when the website is viewed through the third-party integration module, a button or icon appears within the website that when selected takes the agent to an appropriate form.Type: GrantFiled: December 6, 2018Date of Patent: September 22, 2020Assignee: Verint Systems UK LimitedInventors: Conor Adams, Raymond Campbell
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System and method of integrating to an external search application in an employee desktop web client
Patent number: 10432792Abstract: In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. This functionality adds value to the agent experience and enables the agent to provide an improved service to the end client. Results may be filtered by the search engine as well. Moreover, this system and method improves the operation of the computer in that the computer running such a system in the past was not able to integrate in such a fashion in a web client format.Type: GrantFiled: January 16, 2019Date of Patent: October 1, 2019Assignee: Verint Systems UK LimitedInventor: Conor Adams -
Publication number: 20190182381Abstract: In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.Type: ApplicationFiled: December 6, 2018Publication date: June 13, 2019Applicant: Verint Systems UK LimitedInventors: Conor Adams, Raymond Campbell
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System and Method of Integrating to an External Search Application in an Employee Desktop Web Client
Publication number: 20190149663Abstract: In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. This functionality adds value to the agent experience and enables the agent to provide an improved service to the end client. Results may be filtered by the search engine as well. Moreover, this system and method improves the operation of the computer in that the computer running such a system in the past was not able to integrate in such a fashion in a web client format.Type: ApplicationFiled: January 16, 2019Publication date: May 16, 2019Applicant: Verint Systems UK LimitedInventor: Conor Adams -
Publication number: 20190109944Abstract: In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. An additional feature extending from this capability is to add an amount of coding to external knowledge content websites that are owned and/or operated by the owner of the system such that when the website is viewed through the third-party integration module, a button or icon appears within the website that when selected takes the agent to an appropriate form.Type: ApplicationFiled: December 6, 2018Publication date: April 11, 2019Applicant: Verint Systems UK LimitedInventors: Conor Adams, Raymond Campbell
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System and method of integrating to an external search application in an employee desktop web client
Patent number: 10187526Abstract: In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. This functionality adds value to the agent experience and enables the agent to provide an improved service to the end client. Results may be filtered by the search engine as well. Moreover, this system and method improves the operation of the computer in that the computer running such a system in the past was not able to integrate in such a fashion in a web client format.Type: GrantFiled: May 23, 2018Date of Patent: January 22, 2019Assignee: Verint Systems UK LimitedInventor: Conor Adams -
System and Method of Integrating to an External Search Application in an Employee Desktop Web Client
Publication number: 20180270355Abstract: In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. This functionality adds value to the agent experience and enables the agent to provide an improved service to the end client. Results may be filtered by the search engine as well. Moreover, this system and method improves the operation of the computer in that the computer running such a system in the past was not able to integrate in such a fashion in a web client format.Type: ApplicationFiled: May 23, 2018Publication date: September 20, 2018Applicant: Verint Systems UK LimitedInventor: Conor Adams