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公开(公告)号：US20150256677A1
公开(公告)日：2015-09-10
申请号：US14201648
申请日：2014-03-07
Inventor： Yochai Konig , Morad Ankri , Vyacheslav Zhakov
IPC: H04M3/51
CPC classification number: H04M3/5191 , H04M3/5233 , H04M2203/6045 , H04M2203/6081 , H04M2203/654
Abstract: An apparatus includes: a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and receive information regarding the interaction after termination of the interaction with the contact center.
Abstract translation: 一种装置包括：处理器; 和存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器在发起交互请求之前识别多个参数; 将所述交互请求发送到服务器以发起与联络中心的交互，所述交互请求包括所述多个参数; 并且在与联络中心的交互终止之后接收关于交互的信息。
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公开(公告)号：US20140188475A1
公开(公告)日：2014-07-03
申请号：US13886205
申请日：2013-05-02
Inventor： Amir Lev-Tov , Avi Faizakof , Yochai Konig
IPC: G10L15/18
CPC classification number: G10L15/19 , G06F17/30389 , G06F17/30746 , G06F17/30769 , G10L15/02 , G10L15/08 , G10L15/1815 , G10L15/30
Abstract: A method including: receiving, on a computer system, a text search query, the query including one or more query words; generating, on the computer system, for each query word in the query, one or more anchor segments within a plurality of speech recognition processed audio files, the one or more anchor segments identifying possible locations containing the query word; post-processing, on the computer system, the one or more anchor segments, the post-processing including: expanding the one or more anchor segments; sorting the one or more anchor segments; and merging overlapping ones of the one or more anchor segments; and searching, on the computer system, the post-processed one or more anchor segments for instances of at least one of the one or more query words using a constrained grammar.
Abstract translation: 一种方法，包括：在计算机系统上接收文本搜索查询，所述查询包括一个或多个查询词; 在所述计算机系统上为所述查询中的每个查询词生成多个语音识别处理的音频文件内的一个或多个锚段，所述一个或多个锚段标识包含所述查询词的可能位置; 在所述计算机系统上对所述一个或多个锚段进行后处理，所述后处理包括：扩展所述一个或多个锚段; 对一个或多个锚段进行排序; 并且合并所述一个或多个锚段中的重叠部分; 以及在所述计算机系统上使用约束语法来搜索所述后处理的一个或多个锚段，以针对所述一个或多个查询词中的至少一个的实例。
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公开(公告)号：US11562148B2
公开(公告)日：2023-01-24
申请号：US17002282
申请日：2020-08-25
Inventor： Amir Lev-Tov , Avraham Faizakof , Arnon Mazza , Yochai Konig
IPC: G06F40/20 , G06F40/35 , G06K9/62 , G06F40/284
Abstract: Methods, systems, and computer program product for automatically performing sentiment analysis on texts, such as telephone call transcripts and electronic written communications. Disclosed techniques include, inter alia, lexicon training, handling of negations and shifters, pruning of lexicons, confidence calculation for token orientation, supervised customization, lexicon mixing, and adaptive segmentation.
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公开(公告)号：US20210203784A1
公开(公告)日：2021-07-01
申请号：US16730751
申请日：2019-12-30
Inventor： Yochai Konig , Archana Sekar , James Hvezda , Javier Villalobos
IPC: H04M3/523
Abstract: A computer-implemented method related to routing incoming interactions of contact centers. The method may include: receiving initial data identifying a first incoming interaction that includes information disclosing at least an intent of the first incoming interaction; and performing a first subprocess to generate a personalized routing profile tailored to facilitate routing the first incoming interaction in accordance with preferences of a first customer. The first subprocess may include: accessing data from a database, the database including at least a first customer profile storing data relating to the first customer; based on the accessed data and the intent of the first incoming interaction, determining preferred agent characteristics data of the first customer for the first incoming interaction; and generating the personalized routing profile so to include the preferred agent characteristics data of the first customer.
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公开(公告)号：US20210193169A1
公开(公告)日：2021-06-24
申请号：US16723154
申请日：2019-12-20
Inventor： Avraham Faizakof , Lev Haikin , Yochai Konig , Arnon Mazza
Abstract: A method comprising: receiving a plurality of audio segments comprising a speech signal, wherein said audio segments represent a plurality of verbal interactions; receiving labels associated with an emotional state expressed in each of said audio segments; dividing each of said audio segments into a plurality of frames, based on a specified frame duration; extracting a plurality of acoustic features from each of said frames; computing statistics over said acoustic features with respect to sequences of frames representing phoneme boundaries in said audio segments; at a training stage, training a machine learning model on a training set comprising: said statistics associated with said audio segments, and said labels; and at an inference stage, applying said trained model to one or more target audio segments comprising a speech signal, to detect an emotional state expressed in said target audio segments.
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Patent Agency Ranking
公开(公告)号：US10455088B2
公开(公告)日：2019-10-22
申请号：US14919675
申请日：2015-10-21
Inventor： Tamir Tapuhi , Yochai Konig , Amir Lev-Tov , Avraham Faizakof , Yoni Lev
Abstract: 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.
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公开(公告)号：US20190037077A1
公开(公告)日：2019-01-31
申请号：US16151362
申请日：2018-10-04
Inventor： Yochai Konig , James Hvezda , Rotem Maoz , Moshe Mishan , Doron Halevy , Mark W. Stanley
Abstract: According to one embodiment, a method for automating an interaction between a user and a contact center includes: receiving, by a processor, a natural language inquiry from the user; identifying, by the processor, a user intent from the natural language inquiry using a natural language processing module; loading, by the processor, a script corresponding to the user intent, the script comprising a plurality of fields of information associated with the user intent; filling at least one of the fields of information of the script based on a stored user profile; and supplying the filled fields of information to the contact center in accordance with the script. Some embodiments of the present invention relate to systems and methods for augmenting interactions between the user and the contact center.
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公开(公告)号：US10186255B2
公开(公告)日：2019-01-22
申请号：US15247645
申请日：2016-08-25
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：US20180159982A1
公开(公告)日：2018-06-07
申请号：US15890293
申请日：2018-02-06
Inventor： Yochai Konig , Herbert Willi Artur Ristock
CPC classification number: H04M3/5233 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M2201/40 , H04M2203/408
Abstract: A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.
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公开(公告)号：US20180067924A1
公开(公告)日：2018-03-08
申请号：US15811311
申请日：2017-11-13
Inventor： Avraham Faizakof , Amir Lev-Tov , David Ollinger , Yochai Konig
IPC: G06F17/27 , G10L15/18 , G10L15/19 , G10L15/06 , G10L15/193
Abstract: A method for generating a suggested phrase having a similar meaning to a supplied phrase in an analytics system includes: receiving, on a computer system comprising a processor and memory storing instructions, the supplied phrase, the supplied phrase including one or more terms; identifying, on the computer system, a term of the phrase belonging to a semantic group; generating the suggested phrase using the supplied phrase and the semantic group; and returning the suggested phrase.
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