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.

Abstract: Disclosed is a measure to collect and aggregate performance, sales, call center, custom KPI, and WA data in order to construct a model of correlations and causations between metrics to provide a means to measure associated costs of improving performance metrics for use in an interactive planning model. The interactive planning model allows for allocating budget across performance metrics, leveraging correlations and multiple cost models. The information is provided via a dashboard of IVA performance metrics and allows for comparison of real time IVA performance metrics to target metrics set by the IVA owner and incorporating KPIs provided by the WA owners.

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: Disclosed are a framework and method for selecting an anomaly detection method for each of a plurality of class of time series based on characteristics a time series example that represents an expected form of data. The method provides classification of a given time series into one of known classes based on expected properties of the time series, filtering the set of possible detection methods based on the time series class, evaluating the remaining detection methods on the given time series using the specific evaluation metric and selecting and returning a recommended anomaly detection method based on the specific evaluation metric.

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.

Abstract: 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.

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: 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.

Abstract: The present invention allows a CEC system to automatedly, and without human intervention, identify interactions that are likely in need of supervisor intervention. The system reviews all incoming and outgoing interactions for analysis by a metadata analytics service (MAS) software module. The MAS analyzes the interactions to generate interaction metadata, which is used by an interaction analysis engine (IAE) to score the quality of the interaction. If the quality of the interaction is not sufficient, the system marks the interaction as being a problem interaction and notifies a supervisor of the interaction. This ensures the intelligent and dynamic determination of interactions that require additional assistance and assures notification to a supervisor.

Abstract: The present invention allows for the capture and sentiment analysis of text the customer inputs into a chat, but never actually sends to the customer service representative (ghost text). The system captures this ghost text with a ghost capture system (GCS) software module. The GCS module analyzes the ghost text to generate metadata. The ghost text and metadata are used by a sentiment analysis engine to apply appropriate sentiment to the ghost text. The sentiment and ghost text are routed to a customer service representative (CSR). This provides the customer service agent with additional detail and information about a customer's emotions during a text chat conversation, allowing the CSR to determine a court of interaction not only based on the customer's response, but also based on the ghost text and the sentiment from the ghost text.

Abstract: Data having some similarities and some dissimilarities may be clustered or grouped according to the similarities and dissimilarities. The data may be clustered using agglomerative clustering techniques. The clusters may be used as suggestions for generating groups where a user may demonstrate certain criteria for grouping. The system may learn from the criteria and extrapolate the groupings to readily sort data into appropriate groups. The system may be easily refined as the user gains an understanding of the data.

Abstract: A user interface for a fraud detection application includes a visual display; a plurality of panes displayed on the visual display, each pane including an identifier corresponding to a communication received; a graphical representation of a threat risk associated with the identifier; a numeric score associated with the threat risk, wherein the numeric score is a weighted score based on a plurality of predetermined factors updated substantially continuously. The graphical representation may include a status bar indicative of a threat risk associated with the identifier, the threat risk provided by the fraud detection algorithm and based on a weighted score. Each pane may include additional information about the identifier, such as a number of accounts accessed or attempted to be accessed associated with the identifier; a number of days the identifier has been active; a type of channel associated with the identifier; and a number of communications initiated by the identifier over a predetermined period of time.

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.

Abstract: The present invention permits automated on-screen identification and obfuscation of sensitive data. The protective system receives a user's attempt to access sensitive data in a session, determines the user's level of access to sensitive data, and then obscures any sensitive data for which the user must supply credentials by placing at least one data field block over the sensitive data before the sensitive data is displayed on a desktop. As such the sensitive data cannot be seen by the user. The system can receive at least one credential from the user and compare it to at least one protective analytics rule in order to determine if it should remove the block and allow the user to view the sensitive data.

Abstract: In an implementation, a method for detecting anomalies in textual items is provided. The method includes: receiving a first plurality of textual items by a computing device; training a language model using the received first plurality of textual items by the computing device; after training the language model, receiving a second plurality of textual items by the computing device; calculating a cross-entropy for each textual item in the second plurality of textual items by the computing device using the language model; and detecting an anomaly in at least one of the textual items of the second plurality of textual items by the computing device using the calculated cross-entropies.

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.

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.

Abstract: Systems and methods are provided to combine data from various internal data sources and external data sources to generate and maintain frequently asked questions and knowledge bases. By doing so, the collective knowledge of a company and customers' questions around it are aggregated and served in a way that increases the availability and relevancy of such knowledge for both self-help channels and computing agents (e.g., customer service representatives (CSRs)).

Abstract: Systems and methods for handling dual modality communication between at least one user device and at least one server. The modalities comprise audio modalities and mechanical motion modalities. The server may be simultaneously connected to the user device via a data network and a voice network and simultaneously receive audio-based input and mechanical motion-based input.

Abstract: A system is provided that uses location aware technologies in a variety of environments including retail environments and workplace environments. Location aware technologies associated with computing devices such as mobile phones are used to track users as they move within an environment. With respect to retail environments, a loyalty application may be installed in the phone of a customer that can provide the location of the customer to the retail environment. When it is determined that the customer is near the retail environment, a user profile associated with the customer can be used to select offers or promotions that can be displayed to the customer by the loyalty application to encourage the customer to enter the retail environment. When it is determined that the customer is inside the retail environment, the location of the customer can be used to determine where to dispatch an employee to interact with the customer.