Patents Assigned to Verint Americas Inc.
  • Publication number: 20210112162
    Abstract: The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system correlates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.
    Type: Application
    Filed: July 16, 2020
    Publication date: April 15, 2021
    Applicant: Verint Americas Inc.
    Inventor: Michael Johnston
  • Publication number: 20210081905
    Abstract: A system and method schedule work within a workflow with defined process goals. A plurality of work queues are defined that comprise work items. The plurality of work queues are associated with one or more links between a parent work queue and at least one child work queue to form at least one work process. At least one work process goal is defined for each work process. A work schedule to achieve the work process goals is generated.
    Type: Application
    Filed: September 4, 2020
    Publication date: March 18, 2021
    Applicant: Verint Americas Inc.
    Inventors: Edward Hamilton, Kaushik Deka
  • Patent number: 10949783
    Abstract: A method of workforce optimization includes acquiring video data. The video data is obtained from a plurality of video cameras in a facility comprising a plurality of departments. A customer load for each of the plurality of departments is identified. A location of each of a plurality of employees in the facility is identified. A customer-to-employee ratio is determined for each department. The determined customer-to-employee ratio for each department is provided to a computing device. At least one employee deployment notification is provided from the computing device to another computing device.
    Type: Grant
    Filed: June 17, 2020
    Date of Patent: March 16, 2021
    Assignee: Verint Americas Inc.
    Inventor: Kurt Heier
  • Publication number: 20210076085
    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.
    Type: Application
    Filed: November 23, 2020
    Publication date: March 11, 2021
    Applicant: Verint Americas Inc.
    Inventor: Hugo Martel
  • Publication number: 20210075913
    Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.
    Type: Application
    Filed: November 16, 2020
    Publication date: March 11, 2021
    Applicant: Verint Americas Inc.
    Inventor: Scott Mackie
  • Publication number: 20210073714
    Abstract: A personal communication system generates a request for initial schedule information corresponding to an initial workforce schedule generated by an enterprise analysis system. The personal communication system transmits the request for initial schedule information to the enterprise analysis system and receives a response including the initial schedule information. The personal communication system then generates a view of the initial workforce schedule based on the initial schedule information and displays the view of the initial workforce schedule in a primary application running on the personal communication system. The personal communication system then monitors for schedule factors relevant to the initial workforce schedule and transmits the schedule factors for use by the enterprise analysis system in generating an updated workforce schedule.
    Type: Application
    Filed: November 18, 2020
    Publication date: March 11, 2021
    Applicant: Verint Americas Inc.
    Inventor: Jeffrey Scott Cameron
  • Publication number: 20210073745
    Abstract: A system and method schedule work within a workflow with defined process goals. A plurality of work queues are defined that comprise work items. The plurality of work queues are associated with one or more links between a parent work queue and at least one child work queue to form at least one work process. At least one work process goal is defined for each work process. A work schedule to achieve the work process goals is generated.
    Type: Application
    Filed: November 23, 2020
    Publication date: March 11, 2021
    Applicant: Verint Americas Inc.
    Inventors: Edward Hamilton, Kaushik Deka
  • Patent number: 10944865
    Abstract: A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.
    Type: Grant
    Filed: January 3, 2020
    Date of Patent: March 9, 2021
    Assignee: VERINT AMERICAS INC.
    Inventors: Jamie Richard Williams, Marc Calahan, Robert John Barnes, Murali Mohan Reddy Nareddy
  • Patent number: 10938988
    Abstract: The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system corelates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.
    Type: Grant
    Filed: July 16, 2020
    Date of Patent: March 2, 2021
    Assignee: Verint Americas Inc.
    Inventor: Michael Johnston
  • Patent number: 10938989
    Abstract: The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system correlates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.
    Type: Grant
    Filed: September 15, 2020
    Date of Patent: March 2, 2021
    Assignee: Verint Americas Inc.
    Inventor: Michael Johnston
  • Patent number: 10928976
    Abstract: Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.
    Type: Grant
    Filed: June 2, 2014
    Date of Patent: February 23, 2021
    Assignee: VERINT AMERICAS INC.
    Inventors: Fred A Brown, Tanya M Miller, Megan Brown
  • Publication number: 20210027305
    Abstract: The present invention is a system and method for organizing and integrating electronic customer service resources. A CEC system from a customer interaction receives data from a customer interaction and analyzes the data using a CAE incorporating a set of analytics rules before selecting a customer service module or a document from a document database based on the analysis. This data analysis and module or document selection repeats until all data received by the CEC system has been analyzed.
    Type: Application
    Filed: October 9, 2020
    Publication date: January 28, 2021
    Applicant: Verint Americas Inc.
    Inventor: Scott Mackie
  • Patent number: 10897628
    Abstract: A method of video operations includes generating derivative byproducts related to encoded video captured of a scene, initializing a first operation based on the encoded video, and initializing a second operation different from the first operation based on the derivative byproducts.
    Type: Grant
    Filed: October 10, 2018
    Date of Patent: January 19, 2021
    Assignee: Verint Americas Inc.
    Inventor: Francois Morin
  • Patent number: 10887452
    Abstract: An architecture for assessing and identifying fraudulent contact with client contact systems, such as IVR, includes threshold and machine learning scoring and filtering of calls based on these criteria. The criteria may include behavioral, situational and reputational scoring.
    Type: Grant
    Filed: October 23, 2019
    Date of Patent: January 5, 2021
    Assignee: VERINT AMERICAS INC.
    Inventors: James DelloStritto, Joshua Tindal Gray, Ryan Thomas Schneider, Wade Walker Ezell, Ajay Pandit
  • Publication number: 20200412872
    Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.
    Type: Application
    Filed: September 15, 2020
    Publication date: December 31, 2020
    Applicant: Verint Americas Inc.
    Inventors: Scott Mackie, Alastair Grant
  • Patent number: 10878382
    Abstract: A system and method schedule work within a workflow with defined process goals. A plurality of work queues are defined that comprise work items. The plurality of work queues are associated with one or more links between a parent work queue and at least one child work queue to form at least one work process. At least one work process goal is defined for each work process. A work schedule to achieve the work process goals is generated.
    Type: Grant
    Filed: June 29, 2018
    Date of Patent: December 29, 2020
    Assignee: Verint Americas Inc.
    Inventors: Edward Hamilton, Kaushik Deka
  • Publication number: 20200394585
    Abstract: In the present disclosure, analytics are applied to work items while the work items are waiting in a work queue in order to optimize the routing and allocation of work items to agents in the most efficient manner possible, while optimizing agents being assigned to work items they are most qualified to handle. By performing a look ahead at more than the initial work item, the system assesses the agent skills required by imminent work items in the work queue. This is then compared to a skillset of each available and/or soon to be available agent in order to achieve the optimal allocation of the work items to maximize the work item being assigned the best qualified agent. The work items are then routed to the agents accordingly.
    Type: Application
    Filed: June 17, 2019
    Publication date: December 17, 2020
    Applicant: Verint Americas Inc.
    Inventor: Stephen McSwiggan
  • Publication number: 20200394591
    Abstract: An exemplary embodiment of the present application is a system and method for work allocation optimization. In the present disclosure, analytics are applied to work items while the work items are waiting in a work queue in order to optimize the routing and allocation of work items to agents in the most efficient manner possible, while optimizing the utilization of agents. By performing a look ahead at more than the initial work item, the system assesses the agent skills required by imminent work items in the work queue. This is then compared to a skillset of each available and/or soon to be available agent in order to achieve the optimal allocation of the work items to maximize utilization of agents. The work items are then routed to the agents accordingly.
    Type: Application
    Filed: June 17, 2019
    Publication date: December 17, 2020
    Applicant: Verint Americas Inc.
    Inventor: Stephen McSwiggan
  • Patent number: 10868916
    Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.
    Type: Grant
    Filed: April 1, 2020
    Date of Patent: December 15, 2020
    Assignee: Verint Americas Inc.
    Inventor: Scott Mackie
  • Publication number: 20200387842
    Abstract: Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item from the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees.
    Type: Application
    Filed: July 13, 2020
    Publication date: December 10, 2020
    Applicant: Verint Americas Inc.
    Inventors: Edward Hamilton, Kaushik Deka, Geoffery Chappell, Michael R. Bourke, Jason Fama