Patents by Inventor Robert William Morris
Robert William Morris 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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Publication number: 20230252486Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.Type: ApplicationFiled: April 19, 2023Publication date: August 10, 2023Applicant: Nice Ltd.Inventors: Steven Richard ARNOLD, Katie TRUONG, Robert William MORRIS
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Patent number: 11687946Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.Type: GrantFiled: September 21, 2021Date of Patent: June 27, 2023Assignee: Nice Ltd.Inventors: Steven Richard Arnold, Katie Truong, Robert William Morris
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Patent number: 11605373Abstract: A text search query including one or more words may be received. An ASR index created for an audio recording may be searched over using the query to produce ASR search results including words, each word associated with a confidence score. For each of the words in the ASR search results associated with a confidence score below a threshold (and in some cases having one or more preceding words in the ASR index and one or more subsequent words in the ASR index), a phonetic representation of the audio recording may be searched for the word having the confidence score below the threshold, where it occurs in the audio recording, possibly after the one or more preceding words and in the audio recording before the one or more subsequent words, to produce phonetic search results. Search results may be returned include ASR and phonetic results.Type: GrantFiled: July 28, 2022Date of Patent: March 14, 2023Assignee: Nice Ltd.Inventors: William Mark Finlay, Robert William Morris, Peter S. Cardillo, Maria Kunin
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Patent number: 11587549Abstract: A text search query including one or more words may be received. An ASR index created for an audio recording may be searched over using the query to produce ASR search results including words, each word associated with a confidence score. For each of the words in the ASR search results associated with a confidence score below a threshold (and in some cases having one or more preceding words in the ASR index and one or more subsequent words in the ASR index), a phonetic representation of the audio recording may be searched for the word having the confidence score below the threshold, where it occurs in the audio recording, possibly after the one or more preceding words and in the audio recording before the one or more subsequent words, to produce phonetic search results. Search results may be returned include ASR and phonetic results.Type: GrantFiled: July 28, 2022Date of Patent: February 21, 2023Assignee: Nice Ltd.Inventors: William Mark Finlay, Robert William Morris, Peter S. Cardillo, Maria Kunin
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Patent number: 11556572Abstract: A computer based system and method for assigning queries to topics and/or visualizing or analyzing query coverage may include, using a computer processor, searching, using a set of queries, over a set of text documents, to produce for each query a set of search results for the query. Each search result may include a subset of text from a text document of the set of text documents. For each query, a query vector may be calculated based on the set of search results for the query, and for each of a set of topics describing the set of text documents, a topic vector may be calculated. A report or visualization may be generated including the set of queries and the set of topics using the topic vectors and the query vectors.Type: GrantFiled: April 23, 2019Date of Patent: January 17, 2023Assignee: NICE LTD.Inventor: Robert William Morris
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Publication number: 20220366891Abstract: A text search query including one or more words may be received. An ASR index created for an audio recording may be searched over using the query to produce ASR search results including words, each word associated with a confidence score. For each of the words in the ASR search results associated with a confidence score below a threshold (and in some cases having one or more preceding words in the ASR index and one or more subsequent words in the ASR index), a phonetic representation of the audio recording may be searched for the word having the confidence score below the threshold, where it occurs in the audio recording, possibly after the one or more preceding words and in the audio recording before the one or more subsequent words, to produce phonetic search results. Search results may be returned include ASR and phonetic results.Type: ApplicationFiled: July 28, 2022Publication date: November 17, 2022Applicant: Nice Ltd.Inventors: William Mark FINLAY, Robert William MORRIS, Peter S. CARDILLO, Maria KUNIN
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Publication number: 20220366892Abstract: A text search query including one or more words may be received. An ASR index created for an audio recording may be searched over using the query to produce ASR search results including words, each word associated with a confidence score. For each of the words in the ASR search results associated with a confidence score below a threshold (and in some cases having one or more preceding words in the ASR index and one or more subsequent words in the ASR index), a phonetic representation of the audio recording may be searched for the word having the confidence score below the threshold, where it occurs in the audio recording, possibly after the one or more preceding words and in the audio recording before the one or more subsequent words, to produce phonetic search results. Search results may be returned include ASR and phonetic results.Type: ApplicationFiled: July 28, 2022Publication date: November 17, 2022Applicant: Nice Ltd.Inventors: William Mark FINLAY, Robert William MORRIS, Peter S. CARDILLO, Maria KUNIN
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Patent number: 11443734Abstract: A text search query including one or more words may be received. An ASR index created for an audio recording may be searched over using the query to produce ASR search results including words, each word associated with a confidence score. For each of the words in the ASR search results associated with a confidence score below a threshold (and in some cases having one or more preceding words in the ASR index and one or more subsequent words in the ASR index), a phonetic representation of the audio recording may be searched for the word having the confidence score below the threshold, where it occurs in the audio recording, possibly after the one or more preceding words and in the audio recording before the one or more subsequent words, to produce phonetic search results. Search results may be returned include ASR and phonetic results.Type: GrantFiled: August 26, 2019Date of Patent: September 13, 2022Assignee: NICE LTD.Inventors: William Mark Finlay, Robert William Morris, Peter S. Cardillo, Maria Michaela Kunin
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Patent number: 11310363Abstract: A method for providing coachable events for agents within a call center is provided. Behavior score waveforms for interactions and behaviors can be determined. Events can be identified in the behavior score waveforms within identified durations, and a relevancy of one or more events to one or more behaviors can be determined.Type: GrantFiled: April 12, 2021Date of Patent: April 19, 2022Assignee: Nice Ltd.Inventors: Robert William Morris, Jon Augustus Arrowood, Brett Victor Forman
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Publication number: 20220005052Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.Type: ApplicationFiled: September 21, 2021Publication date: January 6, 2022Applicant: NICE Ltd.Inventors: Steven Richard ARNOLD, Katie Truong, Robert William Morris
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Publication number: 20210360107Abstract: A method for providing coachable events for agents within a call center is provided. Behavior score waveforms for interactions and behaviors can be determined. Events can be identified in the behavior score waveforms within identified durations, and a relevancy of one or more events to one or more behaviors can be determined.Type: ApplicationFiled: April 12, 2021Publication date: November 18, 2021Applicant: Nice Ltd.Inventors: Robert William Morris, Jon Augustus Arrowood, Brett Victor Forman
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Patent number: 11157916Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.Type: GrantFiled: November 25, 2019Date of Patent: October 26, 2021Assignee: NICE LTD.Inventors: Steven Richard Arnold, Katie Truong, Robert William Morris
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Publication number: 20210158366Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.Type: ApplicationFiled: November 25, 2019Publication date: May 27, 2021Applicant: Nice Ltd.Inventors: Steven Richard ARNOLD, Katie TRUONG, Robert William MORRIS
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Patent number: 11005994Abstract: A method for providing coachable events for agents within a call center is provided. Behavior score waveforms for interactions and behaviors can be determined. Events can be identified in the behavior score waveforms within identified durations, and a relevancy of one or more events to one or more behaviors can be determined.Type: GrantFiled: May 14, 2020Date of Patent: May 11, 2021Assignee: Nice Ltd.Inventors: Robert William Morris, Jon Augustus Arrowood, Brett Victor Forman
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Publication number: 20210065679Abstract: A text search query including one or more words may be received. An ASR index created for an audio recording may be searched over using the query to produce ASR search results including words, each word associated with a confidence score. For each of the words in the ASR search results associated with a confidence score below a threshold (and in some cases having one or more preceding words in the ASR index and one or more subsequent words in the ASR index), a phonetic representation of the audio recording may be searched for the word having the confidence score below the threshold, where it occurs in the audio recording, possibly after the one or more preceding words and in the audio recording before the one or more subsequent words, to produce phonetic search results. Search results may be returned include ASR and phonetic results.Type: ApplicationFiled: August 26, 2019Publication date: March 4, 2021Applicant: NICE LTD.Inventors: William Mark FINLAY, Robert William MORRIS, Peter S. CARDILLO, Maria Michaela KUNIN
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Publication number: 20200342016Abstract: A computer based system and method for assigning queries to topics and/or visualizing or analyzing query coverage may include, using a computer processor, searching, using a set of queries, over a set of text documents, to produce for each query a set of search results for the query. Each search result may include a subset of text from a text document of the set of text documents. For each query, a query vector may be calculated based on the set of search results for the query, and for each of a set of topics describing the set of text documents, a topic vector may be calculated. A report or visualization may be generated including the set of queries and the set of topics using the topic vectors and the query vectors.Type: ApplicationFiled: April 23, 2019Publication date: October 29, 2020Applicant: Nice Ltd.Inventor: Robert William Morris
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Patent number: 10630680Abstract: 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: GrantFiled: September 29, 2017Date of Patent: April 21, 2020Assignee: Nice Ltd.Inventors: Jon A. Arrowood, Peter S. Cardillo, Robert William Morris
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Patent number: 10269352Abstract: 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: GrantFiled: December 23, 2016Date of Patent: April 23, 2019Assignee: NICE Ltd.Inventors: Robert William Morris, Neeraj Singh Verma
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Publication number: 20190104120Abstract: 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: ApplicationFiled: September 29, 2017Publication date: April 4, 2019Applicant: Nice Ltd.Inventors: Jon A. ARROWOOD, Peter S. CARDILLO, Robert William MORRIS
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Publication number: 20180182378Abstract: 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: ApplicationFiled: December 23, 2016Publication date: June 28, 2018Inventors: Robert William MORRIS, Neeraj Singh VERMA