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公开(公告)号：US20240203424A1
公开(公告)日：2024-06-20
申请号：US18084573
申请日：2022-12-20
Applicant: NICE LTD.
Inventor： Matan KERET , Rahul VYAS , Salil DHAWAN , Or GERSHON
Abstract: A computerized-method for training and applying a Machine Learning (ML) textual behavioral-identification-model to authenticate an agent, in a digital multi-channel environment, is provided herein. The computerized-method may include: (i) training a ML-textual-behavioral-identification-model using retrieved textual responses of each agent in one or more historical-interactions which were conducted in a controlled environment, as a training dataset. The ML-textual-behavioral-identification-model may be configured to process the retrieved textual responses of each agent to generate a profile-identity-data for each agent to be used to authenticate identity of the agent; (ii) receiving a textual-response of each agent, when the agent starts an interaction with a customer; (iii) applying the textual-response of the agent to the ML-textual-behavioral-identification-module to authenticate an identity of the agent in real-time by calculating an imposter-probability score for the agent and; (iv) sending the imposter-probability score to a file-management-system to take one or more actions when the imposter-probability score is above a preconfigured-threshold.
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2.发明公开公开(公告)号：US20230259292A1
公开(公告)日：2023-08-17
申请号：US17669511
申请日：2022-02-11
Applicant: NICE LTD.
Inventor： Matan KERET , Olga CHUKHRIAIEVA , Sergii LEBID
CPC classification number: G06F3/0635 , G06F3/0659 , G06F3/0613 , G06F3/0617 , G06F3/067 , G06N20/00
Abstract: A data storage system configured to optimize selection of a plurality of data storage devices. The system includes a processor and a computer readable medium operably coupled thereto, the computer readable medium including a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform storage device selection operations which include detecting and gathering storage device information for storing data recordings to the plurality of data storage devices, determining, by a storage load balancer, a plurality of storage efficiency scores for the plurality of data storage devices using a loss function and the gathered storage device information, generating a storage efficiency table, and assigning, by the storage load balancer, a first data recording to one of the plurality of data storage devices based on the storage efficiency table and an efficiency score threshold for the plurality of storage efficiency scores.
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公开(公告)号：US20210344801A1
公开(公告)日：2021-11-04
申请号：US17376209
申请日：2021-07-15
Applicant: NICE LTD
Inventor： Roman FRENKEL , Matan KERET , Roman SHTERNHARTS , Itay KALMAN HAREL , Galya Julya BAR , Yaara BAR , Michal DAISEY MOMIKA
Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (ii) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa; (iii) retrieving from the ranked clusters, a list of fraudsters; and (iv) transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.
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公开(公告)号：US20210014266A1
公开(公告)日：2021-01-14
申请号：US16506683
申请日：2019-07-09
Applicant: NICE LTD.
Inventor： Matan KERET , Itay HAREL , Amit SHARON
IPC: H04L29/06
Abstract: Systems and methods for generating and implementing a real-time multi-factor authentication policy across multiple channels, are configured to: during a pre-authentication stage: receive, via a user interface, information defining one or more scenarios; receive, via the user interface, information defining one or more authentication flows; for each of the one or more scenarios, map one of the one or more authentication flows to a given scenario; and generate a multi-factor authentication policy associated with each of the one or more scenarios; and during a real-time authentication stage: upon receiving an interaction, identify, by a decision engine, a relevant scenario of the one or more scenarios; implement, by the decision engine, the multi-factor authentication policy associated with the relevant scenario; and determine, by the decision engine, an authentication result.
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公开(公告)号：US20240386357A1
公开(公告)日：2024-11-21
申请号：US18319337
申请日：2023-05-17
Applicant: NICE LTD.
Inventor： LeAnn HOPKINS , Matan KERET , Noam KAPLAN , Rahul VYAS , Salil DHAWAN
IPC: G06Q10/0639 , G06N3/044 , G06Q10/0631
Abstract: Classification and resolution systems and methods, and non-transitory computer readable media, including receiving a repeat interaction from a customer after a first interaction with a first agent; determining a history of the customer with the contact center, historical statistics of the first agent, skill statistics of the first agent, and contact center information on the first interaction; providing the history of the customer with the contact center, the historical statistics of the first agent, the skill statistics of the first agent, and the contact center information on the first interaction to a source classification model; automatically determining a source of the repeat interaction; automatically ranking based on the determined source of the repeat interaction, one or more reasons for the repeat interaction; and performing an action during the repeat interaction that corresponds to the one or more reasons for the repeat interaction to improve customer satisfaction.
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Patent Agency Ranking
公开(公告)号：US20220399945A1
公开(公告)日：2022-12-15
申请号：US17344650
申请日：2021-06-10
Applicant: NICE LTD.
Inventor： Roman FRENKEL , Matan KERET , Michal Daisey LERER
IPC: H04B17/309 , G10L17/02 , G10L19/00 , G10L25/30 , G06N3/08
Abstract: A digital audio quality monitoring device uses a deep neural network (DNN) to provide accurate estimates of signal-to-noise ratio (SNR) from a limited set of features extracted from incoming audio. Some embodiments improve the SNR estimate accuracy by selecting a DNN model from a plurality of available models based on a codec used to compress/decompress the incoming audio. Each model has been trained on audio compressed/decompressed by a codec associated with the model, and the monitoring device selects the model associated with the codec used to compress/decompress the incoming audio. Other embodiments are also provided.
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公开(公告)号：US20210319085A1
公开(公告)日：2021-10-14
申请号：US16847919
申请日：2020-04-14
Applicant: Nice Ltd.
Inventor： Roman FRENKEL , Matan KERET , Amit SHARON
Abstract: A system and method may adjust the threshold or other settings in a biometric comparison system, or provide a report or display of parameters. Over a series of comparisons of authentication biometric samples (e.g. authentication VPs) to enrollment biometric samples (e.g. enrollment VPs), the authentication samples may be stored, and scores resulting from the biometric comparisons may be stored in a first set of scores. A second set of biometric comparisons may be created, each using a pairing of a stored authentication biometric sample and an enrollment biometric sample, each biometric comparison resulting in a score, the scores forming a second set of scores. The first and second sets of scores may be combined to produce a third set of scores, and an iterative process may be performed over the third set of scores to update the parameters of the Gaussian distribution of the third set of scores.
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公开(公告)号：US20210112163A1
公开(公告)日：2021-04-15
申请号：US17129986
申请日：2020-12-22
Applicant: NICE LTD
Inventor： Roman FRENKEL , Matan KERET , Roman SHTERNHARTS , ltay KALMAN HAREL , Galya Julya BAR , Yaara BAR , Michal DAISEY MOMIKA
Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) collecting call interaction; (ii) storing the collected call interactions; (iii) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (iv) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa; (v) retrieving from the ranked clusters, a list of fraudsters; and (vi) transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.
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公开(公告)号：US20190050545A1
公开(公告)日：2019-02-14
申请号：US15672518
申请日：2017-08-09
Applicant: Nice Ltd.
Inventor： Matan KERET , Amnon BUZAGLO
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. If the customer is authenticated, then storing the audio stream of the passphrase and the topic of the passphrase
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公开(公告)号：US20230195876A1
公开(公告)日：2023-06-22
申请号：US18109889
申请日：2023-02-15
Applicant: Nice Ltd.
Inventor： Matan KERET , Amnon Buzaglo
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. If the customer is authenticated, then storing the audio stream of the passphrase and the topic of the passphrase
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