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公开(公告)号：US10382623B2
公开(公告)日：2019-08-13
申请号：US14919673
申请日：2015-10-21
Inventor： Amir Lev-Tov , Tamir Tapuhi , Yoni Lev , Avraham Faizakof , Yochai Konig
Abstract: 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.
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公开(公告)号：US20190122653A1
公开(公告)日：2019-04-25
申请号：US16219537
申请日：2018-12-13
Inventor： Tamir Tapuhi , Amir Lev-Tov , Avraham Faizakof , Yochai Konig
Abstract: 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.
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公开(公告)号：US20180096278A1
公开(公告)日：2018-04-05
申请号：US15282897
申请日：2016-09-30
Inventor： Amir Lev-Tov , Tamir Tapuhi , Avraham Faizakof , David Konig , Yochai Konig
CPC classification number: G06Q10/06395 , G06F16/9535 , G06Q10/1095 , G10L15/22 , G10L2015/228
Abstract: 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.
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公开(公告)号：US11025775B2
公开(公告)日：2021-06-01
申请号：US16567513
申请日：2019-09-11
Inventor： Tamir Tapuhi , Yochai Konig , Amir Lev-Tov , Avraham Faizakof , Yoni Lev
Abstract: 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.
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公开(公告)号：US20180096617A1
公开(公告)日：2018-04-05
申请号：US15282963
申请日：2016-09-30
Inventor： Tamir Tapuhi , Amir Lev-Tov , Avraham Faizakof , David Konig , Yochai Konig
CPC classification number: G09B7/00 , G06Q10/0639
Abstract: 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.
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Patent Agency Ranking
16.发明申请公开(公告)号：US20170206891A1
公开(公告)日：2017-07-20
申请号：US15247656
申请日：2016-08-25
Inventor： Amir Lev-Tov , Avraham Faizakof , Tamir Tapuhi , Yochai Konig
CPC classification number: G10L15/063 , G06F17/273 , G06N99/005 , G10L15/183 , G10L15/26 , G10L2015/0635 , G10L2015/0636 , G10L2015/088
Abstract: 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.
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公开(公告)号：US20170118336A1
公开(公告)日：2017-04-27
申请号：US14919675
申请日：2015-10-21
Inventor： Tamir Tapuhi , Yochai Konig , Amir Lev-Tov , Avraham Faizakof , Yoni Lev
CPC classification number: H04M3/4938 , G06F16/3329 , G10L15/22 , H04M3/5166 , H04M7/0012
Abstract: 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.
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公开(公告)号：US20170116173A1
公开(公告)日：2017-04-27
申请号：US14919673
申请日：2015-10-21
Inventor： Amir Lev-Tov , Tamir Tapuhi , Yoni Lev , Avraham Faizakof , Yochai Konig
CPC classification number: H04M3/493 , G06F17/279 , H04M3/4936 , H04M2201/40
Abstract: 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 dialogue tree from the sequences of clusters; invoking configuration of the automated self-help system based on the preliminary dialogue tree; and outputting a dialogue tree for configuring the automated self-help system.
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19.发明申请DATA DRIVEN SPEECH ENABLED SELF-HELP SYSTEMS AND METHODS OF OPERATING THEREOF 审中-公开数据驱动语音启用自助系统及其操作方法公开(公告)号：US20170018269A1
公开(公告)日：2017-01-19
申请号：US14799369
申请日：2015-07-14
Inventor： Yoni Lev , Tamir Tapuhi , Avraham Faizakof , Amir Lev-Tov , Yochai Konig
Abstract: 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.
Abstract translation: 基于多个客户和多个代理之间的先前交互来配置自动语音驱动的自助系统的方法包括：由处理器识别客户和代理之间的先前交互中的语音以产生识别的文本; 由所述处理器检测所识别的文本中的多个短语; 由所述处理器将所述多个短语聚类成多个聚类; 由所述处理器生成描述所述簇中的相应簇的多个语法; 由所述处理器输出所述多个语法; 并且基于多个语法来调用自动化自助系统的配置。
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公开(公告)号：US11425254B2
公开(公告)日：2022-08-23
申请号：US16664904
申请日：2019-10-27
Inventor： Arnon Mazza , Avraham Faizakof , Amir Lev-Tov , Tamir Tapuhi , Yochai Konig
IPC: G10L15/26 , G10L15/22 , G06F40/35 , H04M3/527 , G10L15/16 , G10L15/18 , G06F16/332 , H04M3/51 , G10L25/30
Abstract: 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.
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