Patents by Inventor Tamir Tapuhi
Tamir Tapuhi 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: 11425254Abstract: A system and method are presented for configuring topic-specific chatbots. Clustering interaction transcripts between customers and agents of a contact center is performed to generated a plurality of interaction clusters. The clusters corresponding a topic. Topic-specific dialogue trees are extracted for each cluster. The trees comprise nodes connected by edges. The topic-specific dialogue tree is modified to generate a deterministic dialogue tree. The deterministic dialogue tree is used to configure a topic-specific chatbot to generate and automatically respond to messages regarding the topic.Type: GrantFiled: October 27, 2019Date of Patent: August 23, 2022Inventors: Arnon Mazza, Avraham Faizakof, Amir Lev-Tov, Tamir Tapuhi, Yochai Konig
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Patent number: 11425255Abstract: A system and method are presented for dialogue tree generation. The dialogue tree may be used for generating a chatbot. Similar phrases from phrases comprising the interactions between a first party and a second party are group together from the first party of a cluster. For each group of similar phrases, percentages are determined and compared against a threshold occurrence rate. Anchors are generated and used in alignment in the determination of dialogue flows. Topic-specific dialogue trees may be determined from the dialogue flows. The topic-specific dialogue trees may be modified to generate a deterministic dialogue tree.Type: GrantFiled: October 27, 2019Date of Patent: August 23, 2022Inventors: Arnon Mazza, Avraham Faizakof, Amir Lev-Tov, Tamir Tapuhi, Yochai Konig
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Patent number: 11025775Abstract: A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system.Type: GrantFiled: September 11, 2019Date of Patent: June 1, 2021Inventors: Tamir Tapuhi, Yochai Konig, Amir Lev-Tov, Avraham Faizakof, Yoni Lev
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Patent number: 10902737Abstract: A method for automatically calculating an overall evaluation score of an interaction includes: receiving, by a processor, an evaluation form, the evaluation form comprising a plurality of automatic questions and a plurality of manual questions; automatically extracting, by a processor, a set of features from the interaction, the set of features comprising answers to the automatic questions without manually generated answers to the manual questions; and computing an overall evaluation score based on the set of features.Type: GrantFiled: September 30, 2016Date of Patent: January 26, 2021Inventors: Tamir Tapuhi, Amir Lev-Tov, Avraham Faizakof, David Konig, Yochai Konig
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Patent number: 10896395Abstract: A method includes: receiving, by a processor, an evaluation form including a plurality of evaluation questions; receiving, by the processor, an interaction to be evaluated by the evaluation form; selecting, by the processor, an evaluation question of the evaluation form, the evaluation question including a rule associated with one or more topics, each of the topics including one or more words or phrases; searching, by the processor, the interaction for the one or more topics of the rule in accordance with the presence of one or more words or phrases in the interaction to generate a search result; calculating, by the processor, an answer to the evaluation question in accordance with the rule and the search result; and outputting, by the processor, the calculated answer to the evaluation question of the evaluation form.Type: GrantFiled: September 30, 2016Date of Patent: January 19, 2021Inventors: Amir Lev-Tov, Tamir Tapuhi, Avraham Faizakof, David Konig, Yochai Konig
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Patent number: 10643604Abstract: A method for generating a language model for an organization includes: receiving, by a processor, organization-specific training data; receiving, by the processor, generic training data; computing, by the processor, a plurality of similarities between the generic training data and the organization-specific training data; assigning, by the processor, a plurality of weights to the generic training data in accordance with the computed similarities; combining, by the processor, the generic training data with the organization-specific training data in accordance with the weights to generate customized training data; training, by the processor, a customized language model using the customized training data; and outputting, by the processor, the customized language model, the customized language model being configured to compute the likelihood of phrases in a medium.Type: GrantFiled: December 13, 2018Date of Patent: May 5, 2020Inventors: Tamir Tapuhi, Amir Lev-Tov, Avraham Faizakof, Yochai Konig
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Publication number: 20200059559Abstract: A system and method are presented for dialogue tree generation. The dialogue tree may be used for generating a chatbot. Similar phrases from phrases comprising the interactions between a first party and a second party are group together from the first party of a cluster. For each group of similar phrases, percentages are determined and compared against a threshold occurrence rate. Anchors are generated and used in alignment in the determination of dialogue flows. Topic-specific dialogue trees may be determined from the dialogue flows. The topic-specific dialogue trees may be modified to generate a deterministic dialogue tree.Type: ApplicationFiled: October 27, 2019Publication date: February 20, 2020Inventors: Arnon Mazza, Avraham Faizakof, Amir Lev-Tov, Tamir Tapuhi, Yochai Konig
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Publication number: 20200059558Abstract: A system and method are presented for configuring topic-specific chatbots. Clustering interaction transcripts between customers and agents of a contact center is performed to generated a plurality of interaction clusters. The clusters corresponding a topic. Topic-specific dialogue trees are extracted for each cluster. The trees comprise nodes connected by edges. The topic-specific dialogue tree is modified to generate a deterministic dialogue tree. The deterministic dialogue tree is used to configure a topic-specific chatbot to generate and automatically respond to messages regarding the topic.Type: ApplicationFiled: October 27, 2019Publication date: February 20, 2020Inventors: Arnon Mazza, Avraham Faizakof, Amir Lev-Tov, Tamir Tapuhi, Yochai Konig
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Publication number: 20200007682Abstract: A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system.Type: ApplicationFiled: September 11, 2019Publication date: January 2, 2020Inventors: Tamir Tapuhi, Yochai Konig, Amir Lev-Tov, Avraham Faizakof, Yoni Lev
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Patent number: 10515150Abstract: A method for configuring an automated, speech driven self-help system based on prior interactions between a plurality of customers and a plurality of agents includes: recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text; detecting, by the processor, a plurality of phrases in the recognized text; clustering, by the processor, the plurality of phrases into a plurality of clusters; generating, by the processor, a plurality of grammars describing corresponding ones of the clusters; outputting, by the processor, the plurality of grammars; and invoking configuration of the automated self-help system based on the plurality of grammars.Type: GrantFiled: July 14, 2015Date of Patent: December 24, 2019Inventors: Yoni Lev, Tamir Tapuhi, Avraham Faizakof, Amir Lev-Tov, Yochai Konig
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Patent number: 10498898Abstract: A method for configuring a topic-specific chatbot: clustering, by a processor, a plurality of transcripts of interactions between customers and human agents of a contact center of an enterprise to generate a plurality of clusters of interactions, each cluster of interactions corresponding to a topic, each of the interactions including agent phrases and customer phrases; for each cluster of the plurality of clusters of interactions: extracting, by the processor, a topic-specific dialogue tree for the cluster; pruning, by the processor, the topic-specific dialogue tree to generate a deterministic dialogue tree; and configuring, by the processor, a topic-specific chatbot in accordance with the deterministic dialogue tree; and outputting, by the processor, the one or more topic-specific chatbots, each of the topic-specific chatbots being configured to generate, automatically, responses to messages regarding the topic of the topic-specific chatbot from a customer in an interaction between the customer and the enteType: GrantFiled: December 13, 2017Date of Patent: December 3, 2019Inventors: Arnon Mazza, Avraham Faizakof, Amir Lev-Tov, Tamir Tapuhi, Yochai Konig
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Patent number: 10455088Abstract: A method for generating a dialog tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialog tree in accordance with the rated feature vectors for configuring the automated self-help system.Type: GrantFiled: October 21, 2015Date of Patent: October 22, 2019Inventors: Tamir Tapuhi, Yochai Konig, Amir Lev-Tov, Avraham Faizakof, Yoni Lev
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Patent number: 10382623Abstract: A method for configuring an automated self-help system based on prior interactions between a plurality of customers and a plurality of agents of a contact center includes: recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text, the recognized text including a plurality of phrases, the phrases being classified into a plurality of clusters; extracting, by the processor, a plurality of sequences of clusters, each of the sequences of clusters corresponding to the phrases of one of the prior interactions; filtering, by the processor, the sequences of clusters based on a criterion; mining, by the processor, a preliminary dialog tree from the sequences of clusters; invoking configuration of the automated self-help system based on the preliminary dialog tree; and outputting a dialog tree for configuring the automated self-help system.Type: GrantFiled: October 21, 2015Date of Patent: August 13, 2019Inventors: Amir Lev-Tov, Tamir Tapuhi, Yoni Lev, Avraham Faizakof, Yochai Konig
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Publication number: 20190182382Abstract: A method for configuring a topic-specific chatbot: clustering, by a processor, a plurality of transcripts of interactions between customers and human agents of a contact center of an enterprise to generate a plurality of clusters of interactions, each cluster of interactions corresponding to a topic, each of the interactions including agent phrases and customer phrases; for each cluster of the plurality of clusters of interactions: extracting, by the processor, a topic-specific dialogue tree for the cluster; pruning, by the processor, the topic-specific dialogue tree to generate a deterministic dialogue tree; and configuring, by the processor, a topic-specific chatbot in accordance with the deterministic dialogue tree; and outputting, by the processor, the one or more topic-specific chatbots, each of the topic-specific chatbots being configured to generate, automatically, responses to messages regarding the topic of the topic-specific chatbot from a customer in an interaction between the customer and the enteType: ApplicationFiled: December 13, 2017Publication date: June 13, 2019Inventors: Arnon Mazza, Avraham Faizakof, Amir Lev-Tov, Tamir Tapuhi, Yochai Konig
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Patent number: 10311859Abstract: A method for extracting, from non-speech text, training data for a language model for speech recognition includes: receiving, by a processor, non-speech text; selecting, by the processor, text from the non-speech text; converting, by the processor, the selected text to generate converted text comprising a plurality of phrases consistent with speech transcription text; training, by the processor, a language model using the converted text; and outputting, by the processor, the language model.Type: GrantFiled: August 25, 2016Date of Patent: June 4, 2019Inventors: Amir Lev-Tov, Avraham Faizakof, Tamir Tapuhi, Yochai Konig
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Publication number: 20190122653Abstract: A method for generating a language model for an organization includes: receiving, by a processor, organization-specific training data; receiving, by the processor, generic training data; computing, by the processor, a plurality of similarities between the generic training data and the organization-specific training data; assigning, by the processor, a plurality of weights to the generic training data in accordance with the computed similarities; combining, by the processor, the generic training data with the organization-specific training data in accordance with the weights to generate customized training data; training, by the processor, a customized language model using the customized training data; and outputting, by the processor, the customized language model, the customized language model being configured to compute the likelihood of phrases in a medium.Type: ApplicationFiled: December 13, 2018Publication date: April 25, 2019Inventors: Tamir Tapuhi, Amir Lev-Tov, Avraham Faizakof, Yochai Konig
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Patent number: 10186255Abstract: A method for generating a language model for an organization includes: receiving, by a processor, organization-specific training data; receiving, by the processor, generic training data; computing, by the processor, a plurality of similarities between the generic training data and the organization-specific training data; assigning, by the processor, a plurality of weights to the generic training data in accordance with the computed similarities; combining, by the processor, the generic training data with the organization-specific training data in accordance with the weights to generate customized training data; training, by the processor, a customized language model using the customized training data; and outputting, by the processor, the customized language model, the customized language model being configured to compute the likelihood of phrases in a medium.Type: GrantFiled: August 25, 2016Date of Patent: January 22, 2019Inventors: Tamir Tapuhi, Amir Lev-Tov, Avraham Faizakof, Yochai Konig
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Patent number: 10061867Abstract: A method for tracking known topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; initializing, by the processor, a collection of tracked topics to an empty collection; computing, by the processor, a similarity between each fragment of the fragments and each of the known topics; and adding, by the processor, a known topic of the known topics to the tracked topics in response to the similarity between a fragment and the known topic exceeding a threshold value.Type: GrantFiled: December 30, 2014Date of Patent: August 28, 2018Inventors: Yoni Lev, Avraham Faizakof, Amir Lev-Tov, Tamir Tapuhi, Yochai Konig
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Publication number: 20180096278Abstract: A method includes: receiving, by a processor, an evaluation form including a plurality of evaluation questions; receiving, by the processor, an interaction to be evaluated by the evaluation form; selecting, by the processor, an evaluation question of the evaluation form, the evaluation question including a rule associated with one or more topics, each of the topics including one or more words or phrases; searching, by the processor, the interaction for the one or more topics of the rule in accordance with the presence of one or more words or phrases in the interaction to generate a search result; calculating, by the processor, an answer to the evaluation question in accordance with the rule and the search result; and outputting, by the processor, the calculated answer to the evaluation question of the evaluation form.Type: ApplicationFiled: September 30, 2016Publication date: April 5, 2018Inventors: Amir Lev-Tov, Tamir Tapuhi, Avraham Faizakof, David Konig, Yochai Konig
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Publication number: 20180096617Abstract: A method for automatically calculating an overall evaluation score of an interaction includes: receiving, by a processor, an evaluation form, the evaluation form comprising a plurality of automatic questions and a plurality of manual questions; automatically extracting, by a processor, a set of features from the interaction, the set of features comprising answers to the automatic questions without manually generated answers to the manual questions; and computing an overall evaluation score based on the set of features.Type: ApplicationFiled: September 30, 2016Publication date: April 5, 2018Inventors: Tamir Tapuhi, Amir Lev-Tov, Avraham Faizakof, David Konig, Yochai Konig