Patents by Inventor Christopher J. Jeffs
Christopher J. Jeffs has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 11741310Abstract: 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.Type: GrantFiled: February 21, 2022Date of Patent: August 29, 2023Assignee: Verint Americas Inc.Inventors: Christopher J. Jeffs, Ian Beaver
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Patent number: 11568420Abstract: Systems and methods of design, delivery, and analysis of customer feedback surveys include receiving interaction content. Interaction content is analyzed to identify at least one issue arising in the interaction content. A survey of a plurality of questions is automatedly created based upon the identified at least one issue. A delivery channel for the survey is determined. The survey is delivered through the determined delivery channel. A survey response with survey results data is received.Type: GrantFiled: November 20, 2013Date of Patent: January 31, 2023Assignee: Verint Americas Inc.Inventors: Christopher J. Jeffs, Dror Daniel Ziv, Scott Blacker, James G. Nies
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Publication number: 20220245356Abstract: 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.Type: ApplicationFiled: February 21, 2022Publication date: August 4, 2022Inventors: Christopher J. Jeffs, Ian Beaver
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Patent number: 11256871Abstract: 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.Type: GrantFiled: October 17, 2019Date of Patent: February 22, 2022Assignee: VERINT AMERICAS INC.Inventors: Christopher J. Jeffs, Ian Beaver
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Publication number: 20200125800Abstract: 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.Type: ApplicationFiled: October 17, 2019Publication date: April 23, 2020Inventors: Christopher J. Jeffs, Ian Beaver
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Patent number: 10044861Abstract: A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.Type: GrantFiled: October 6, 2016Date of Patent: August 7, 2018Assignee: VERINT SYSTEMS LTD.Inventors: Joseph Watson, Christopher J. Jeffs, Oren Stern, Galia Zacay, Omer Ziv
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Publication number: 20170118339Abstract: A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.Type: ApplicationFiled: October 6, 2016Publication date: April 27, 2017Inventors: Joseph Watson, Christopher J. Jeffs, Oren Stern, Galia Zacay, Omer Ziv
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Patent number: 9503579Abstract: A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.Type: GrantFiled: January 17, 2014Date of Patent: November 22, 2016Assignee: VERINT SYSTEMS LTD.Inventors: Joseph Watson, Christopher J. Jeffs, Oren Stern, Galia Zacay, Omer Ziv
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Publication number: 20140241519Abstract: A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.Type: ApplicationFiled: January 17, 2014Publication date: August 28, 2014Applicant: VERINT SYSTEMS LTD.Inventors: Joseph Watson, Christopher J. Jeffs, Oren Stern, Galia Zacay, Omer Ziv
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Publication number: 20140143157Abstract: Systems and methods of design, delivery, and analysis of customer feedback surveys include receiving interaction content. Interaction content is analyzed to identify at least one issue arising in the interaction content. A survey of a plurality of questions is automatedly created based upon the identified at least one issue. A delivery channel for the survey is determined. The survey is delivered through the determined delivery channel. A survey response with survey results data is received.Type: ApplicationFiled: November 20, 2013Publication date: May 22, 2014Applicant: VERINT AMERICAS INC.Inventors: Christopher J. Jeffs, Dror Daniel Ziv, Scott Blacker, James G. Nies
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Patent number: 8494133Abstract: A method includes accepting, via an input interface, a caller identifier parameter and a target value of at least one call series parameter; identifying, using a data processor, a plurality of calls each associated with the caller identifier parameter from amongst a set of calls stored in a call center database; analyzing, using the data processor, the identified plurality of calls to determine a value of the at least one call series parameter for the identified plurality of calls; comparing, using the data processor, the determined value of the at least one call series parameter with the target value of the at least one call series parameter; and defining, using the data processor, the identified plurality of calls as a call series based at least in part on results of the comparing.Type: GrantFiled: June 24, 2010Date of Patent: July 23, 2013Assignee: Nexidia Inc.Inventors: Christopher J. Jeffs, Marsal Gavalda, Philip Kyle Pledger, Robert Troy Surdick
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Patent number: 8051086Abstract: Some general aspects of the invention relate to systems and methods of processing data, for example, to improve customer interactions. One aspect, in particular, relates to a computer-implemented method that includes accepting user input for analysis of a database having media data and metadata. The media data includes a group of audio recordings and the metadata includes descriptive information of the group of audio recordings. A representation of a set of call series is formed based on user input, and processed to generate an analysis report. A visual representation of the analysis report is formed for presentation to a user.Type: GrantFiled: June 24, 2009Date of Patent: November 1, 2011Assignee: Nexidia Inc.Inventors: Christopher J. Jeffs, Marsal Gavalda, Philip Kyle Pledger, Robert Troy Surdick
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Publication number: 20100329437Abstract: A method includes accepting, via an input interface, a caller identifier parameter and a target value of at least one call series parameter; identifying, using a data processor, a plurality of calls each associated with the caller identifier parameter from amongst a set of calls stored in a call center database; analyzing, using the data processor, the identified plurality of calls to determine a value of the at least one call series parameter for the identified plurality of calls; comparing, using the data processor, the determined value of the at least one call series parameter with the target value of the at least one call series parameter; and defining, using the data processor, the identified plurality of calls as a call series based at least in part on results of the comparing.Type: ApplicationFiled: June 24, 2010Publication date: December 30, 2010Applicant: Nexidia Inc.Inventors: Christopher J. Jeffs, Marsal Gavalda, Philip Kyle Pledger, Robert Troy Surdick
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Publication number: 20100332477Abstract: Some general aspects of the invention relate to systems and methods of processing data, for example, to improve customer interactions. One aspect, in particular, relates to a computer-implemented method that includes accepting user input for analysis of a database having media data and metadata. The media data includes a group of audio recordings and the metadata includes descriptive information of the group of audio recordings. A representation of a set of call series is formed based on user input, and processed to generate an analysis report. A visual representation of the analysis report is formed for presentation to a user.Type: ApplicationFiled: June 24, 2009Publication date: December 30, 2010Applicant: Nexidia Inc.Inventors: Christopher J. Jeffs, Marsal Gavalda, Philip Kyle Pledger, Robert Troy Surdick
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Publication number: 20100042644Abstract: Some general aspects of the invention relate to systems and computer-implemented methods of generating a treemap display. A collection of data elements characterized by a first attribute is accepted, and some data elements are grouped into a first set of data elements according to a first rule associated with the first attribute. A treemap field is partitioned into a collection of cells according to the grouping result, and the collection of cells includes a first cell representing the first set of data elements. The first cell has a first dimension corresponding to a value of the first attribute of the first set of data elements. The first set of data elements is then divided into a collection of subsets of data elements according to a second rule. Correspondingly, the first cell of the treemap field is partitioned into a collection of sub-cells according to the division. Each sub-cell represents a respective one of the plurality of subsets of data elements.Type: ApplicationFiled: August 14, 2009Publication date: February 18, 2010Applicant: Nexidia Inc.Inventors: Scott A. Judy, Christopher J. Jeffs