Patents Assigned to NICE LTD.
  • Patent number: 10409970
    Abstract: A system and method obtain a recording of an interaction with a user and a screen recording related to the interaction; extract, from the screen recording, a unique identification value related to the user; resolve the identity of the user using the extracted unique identification value; and associate the user with the recorded interaction by associating the unique identification value with the interaction.
    Type: Grant
    Filed: February 22, 2016
    Date of Patent: September 10, 2019
    Assignee: Nice Ltd.
    Inventors: Tal Zur, Roie Mandler, Oren Weiss
  • Patent number: 10403271
    Abstract: A system and method for generating a transcript of an audio input. An embodiment of a system and method may include generating a phonetic lattice by decoding the audio input and producing a transcription based on the phonetic lattice and based on a first language model. A transcription may be analyzed to produce analysis results. Analysis results may be used to select from a plurality of language models, one language model and the selected language model may be used to generate a transcript of the audio input.
    Type: Grant
    Filed: June 11, 2015
    Date of Patent: September 3, 2019
    Assignee: NICE Ltd.
    Inventor: Maor Nissan
  • Patent number: 10404860
    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.
    Type: Grant
    Filed: March 14, 2019
    Date of Patent: September 3, 2019
    Assignee: Nice Ltd.
    Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
  • Patent number: 10360574
    Abstract: Methods and systems for calculating a current response rate to an offer are disclosed. Examples of offers include but are not limited to design options for a web page and scripts used by operators in a call center. An offer may be served multiple times to one or more users and the current response rate may be determined for a point in time. The method may comprise obtaining estimates of response rate in successive iterations of response rate estimation. Each estimate may be determined over a period of time ending at the point in time, and each estimate may be determined over a larger period of time than the previous estimate. A range of uncertainty may be defined by upper and lower bounds for the estimates of response rate, with at least the first estimate being within the range of uncertainty. Each estimate may be compared to one or both of the upper and lower bounds and the result of the comparison may be used in the selection of one of the estimates as the calculated current response rate.
    Type: Grant
    Filed: December 28, 2014
    Date of Patent: July 23, 2019
    Assignee: NICE LTD.
    Inventor: Leonard Michael Newnham
  • Publication number: 20190208060
    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.
    Type: Application
    Filed: March 14, 2019
    Publication date: July 4, 2019
    Applicant: Nice Ltd.
    Inventors: Natalia Beatriz PIAGGIO, Leonard Michael NEWNHAM
  • Publication number: 20190198026
    Abstract: Methods and systems for transforming a text-independent enrolment of a customer in a self-service system into a text-dependent enrolment are provided. A request for authentication of a customer that is enrolled in the self-service system with a text-independent voice print is received. A request is transmitted to the customer to repeat a passphrase and the customer's response is received as an audio stream of the passphrase. The customer is authenticated by comparing the audio stream of the passphrase against the text-independent voice print and if the customer is authenticated then a text-dependent voice print is created based on the passphrase, otherwise discard the audio stream of the passphrase.
    Type: Application
    Filed: January 23, 2019
    Publication date: June 27, 2019
    Applicant: NICE LTD.
    Inventors: Matan Keret, Omer KOCHBA, Amnon BUZAGLO
  • Patent number: 10334101
    Abstract: System and method for completing metadata for a recorded session. A recorder may initiate a recording of a session to produce a recorded session. The recorder may mark the recorded session as an incomplete or bad session. The session may be inserted into a bad sessions list. The bad sessions list may be examined and metadata related to sessions included therein may be used to update an operational database. Other embodiments are described and claimed.
    Type: Grant
    Filed: May 22, 2013
    Date of Patent: June 25, 2019
    Assignee: NICE LTD.
    Inventors: Tal Gluck, Tal Zur, Efim Kolodizner
  • Publication number: 20190190860
    Abstract: A computerized-method for identification of a particular agent within a contact center that participates in an on-line chat session with a customer is provided. An on-line chat system can receive a request from the customer to initiate the on-line chat session. An invisible identifier can be inserted into a message for the online-chat session that uniquely identifies a particular agent handling the chat.
    Type: Application
    Filed: December 19, 2017
    Publication date: June 20, 2019
    Applicant: Nice Ltd.
    Inventors: Yaron COHEN, Tal KASHI, Dror EYAL
  • Patent number: 10304070
    Abstract: Methods and systems predict a reward resulting from serving one of a set of offers to one or more potential respondents, for example via a webpage, using one or more processors to calculate a predicted reward according to a model. The model may include one or more variables characterizing the respondent, a set of offer-specific coefficients comprising at least one coefficient for each of said one or more variables for each offer, and a set of common coefficients comprising a separate coefficient for each of said one or more variables, each coefficient of said set of common coefficients being common to all of said offers. The model may be trained in a two stage update process including a first update operation updating at least one common coefficient and a second update operation updating at least one offer-specific coefficient.
    Type: Grant
    Filed: July 10, 2015
    Date of Patent: May 28, 2019
    Assignee: NICE Ltd.
    Inventor: Leonard Michael Newnham
  • Publication number: 20190124200
    Abstract: A system or method for dynamic redundant call recording may include a plurality of recording devices, each recording device having a plurality of recording resources, and a resource allocator. The resource allocator may receive a request from a call receiving node for commencement of a recording session. It may then attempt to connect to a first one of the plurality of recording devices and if successful, establish a recording session between the call receiving node and the recording device, or if not successful, attempting to connect the recording session controller to a second one of the multiple recording devices. Two resource allocators may operate in parallel to establish dual recording using resources at two different recording devices. Call content may be recorded separately from call metadata and may be integrated with the metadata using a unique call ID.
    Type: Application
    Filed: December 17, 2018
    Publication date: April 25, 2019
    Applicant: Nice Ltd.
    Inventors: Efim KOLODIZNER, Aviv SEVILLIA, Uri FRIEDER
  • Patent number: 10270912
    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.
    Type: Grant
    Filed: November 16, 2018
    Date of Patent: April 23, 2019
    Assignee: NICE LTD.
    Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
  • Patent number: 10269352
    Abstract: A system and method for detecting phonetically similar imposter phrases may include using automatic speech recognition (ASR) to search for a first phrase in a set of objects; producing a list of references by searching for the first phrase in the set of objects using phonetic search; using output produced by the ASR to determine whether or not a reference in the list points to a phrase that is the same as the first phrase; and if it is determined that the reference points to a second phrase that is different from the first phrase then marking the second phrase as a potential cause for a phrase search false positive.
    Type: Grant
    Filed: December 23, 2016
    Date of Patent: April 23, 2019
    Assignee: NICE Ltd.
    Inventors: Robert William Morris, Neeraj Singh Verma
  • Patent number: 10268513
    Abstract: A computing system may be configured to implement a plurality of agents each associated with a predetermined number of CPU cores and a predetermined amount of memory and to receive requests to perform tasks. A request may specify the number of CPU cores and amount of memory for performing the task. Allocation of resources may include determining multiple allocation profiles, each describing a possible allocation of cores and memory to the task from currently available CPU cores and memory associated with the agents. For each agent and for each of said allocation profiles, respective efficiency measures for memory usage and CPU usage may be calculated. An allocation profile may be selected using said calculated memory usage and CPU usage efficiency measures.
    Type: Grant
    Filed: December 23, 2016
    Date of Patent: April 23, 2019
    Assignee: Nice Ltd.
    Inventors: Martin Peter Jackson, Iain James Soars, Daniel Thomas Chappell-Edwards
  • Patent number: 10255923
    Abstract: Methods and systems for transforming a text-independent enrolment of a customer in a self-service system into a text-dependent enrolment are provided. A request for authentication of a customer that is enrolled in the self-service system with a text-independent voice print is received. A request is transmitted to the customer to repeat a passphrase and the customer's response is received as an audio stream of the passphrase. The customer is authenticated by comparing the audio stream of the passphrase against the text-independent voice print and if the customer is authenticated then a text-dependent voice print is created based on the passphrase, otherwise discard the audio stream of the passphrase.
    Type: Grant
    Filed: July 26, 2017
    Date of Patent: April 9, 2019
    Assignee: NICE LTD.
    Inventors: Matan Keret, Omer Kochba, Amnon Buzaglo
  • Publication number: 20190104120
    Abstract: Systems and methods for optimizing matched voice biometric passphrases may generate a set of k candidate passphrases; calculate a phonetic content of each candidate passphrase of the set of k candidate passphrases; at least one of during and after a voice biometric enrollment of a user, calculate a user phonetic content of a text-independent voiceprint of the user, wherein the text-independent voiceprint of the user was captured during the voice biometric enrollment; identify a subset of j passphrases from the set of k candidate passphrases, wherein each of the subset of j passphrases meets a match threshold in phonetic content with the voiceprint of the user; one of prior to and during a user authentication, select a first one of the subset of j passphrases; and present the selected first one of the subset of j passphrases to the user for use in the user authentication.
    Type: Application
    Filed: September 29, 2017
    Publication date: April 4, 2019
    Applicant: Nice Ltd.
    Inventors: Jon A. ARROWOOD, Peter S. CARDILLO, Robert William MORRIS
  • Publication number: 20190096006
    Abstract: A transaction tracking system includes a display that permits viewing the relationship between related transactions. In the display, individual transactions are depicted as transaction icons sorted in time order horizontal rows according to order ID.
    Type: Application
    Filed: November 30, 2018
    Publication date: March 28, 2019
    Applicant: NICE LTD.
    Inventors: Yoram POMER, Sivan LANDAU, Itai VELTZMAN
  • Publication number: 20190089834
    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.
    Type: Application
    Filed: November 16, 2018
    Publication date: March 21, 2019
    Applicant: Nice Ltd.
    Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
  • Publication number: 20190050492
    Abstract: A method for transcoding data for playback via a HTML5 player is provided. Upon received a request for playback of data, stored data can be retrieved and can be transcoded in portions. The portions can be sent to the player, and each portion is sent to the player when transcoding is complete.
    Type: Application
    Filed: August 8, 2017
    Publication date: February 14, 2019
    Applicant: NICE LTD.
    Inventors: Efim KOLODIZNER, Reuven KANDOV, Tal HAGUEL, Tal ZUR
  • Publication number: 20190050545
    Abstract: A computerize method for voice authentication of a customer in a self-service system is provided. A request for authentication of the customer is received and the customer is enrolled in the self-service system with a text-independent voice print. A passphrase from a plurality of passphrases to transmit to the customer is determined based on comparing each of the plurality of passphrases to a text-dependent or text-independent voice biometric model. The passphrase is transmitted to the customer, and when the customer responds, an audio stream of the passphrase is received. The customer is authenticated by comparing the audio stream of the passphrase against the text-independent voice print.
    Type: Application
    Filed: August 9, 2017
    Publication date: February 14, 2019
    Applicant: Nice Ltd.
    Inventors: Matan KERET, Amnon BUZAGLO
  • Publication number: 20190035407
    Abstract: Methods and systems for transforming a text-independent enrolment of a customer in a self-service system into a text-dependent enrolment are provided. A request for authentication of a customer that is enrolled in the self-service system with a text-independent voice print is received. A request is transmitted to the customer to repeat a passphrase and the customer's response is received as an audio stream of the passphrase. The customer is authenticated by comparing the audio stream of the passphrase against the text-independent voice print and if the customer is authenticated then a text-dependent voice print is created based on the passphrase, otherwise discard the audio stream of the passphrase.
    Type: Application
    Filed: July 26, 2017
    Publication date: January 31, 2019
    Applicant: NICE LTD.
    Inventors: Matan KERET, Omer KOCHBA, Amnon BUZAGLO