公开(公告)号：US20210037136A1

公开(公告)日：2021-02-04

申请号：US16525606

申请日：2019-07-30

Applicant: NICE LTD

Inventor： Levan MICHAELI ,  Zvika WEINGARTEN ,  ltay HAREL ,  Roman FRENKEL ,  Matan KERET ,  Amit SHARON ,  Sigal LEV

IPC: H04M3/51 ,  G06N20/00 ,  G10L17/00

Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center having multiple service channels is provided herein. The computer-implemented method may collect call interactions based on predefined rules by a calls collection engine and store the collected call interactions. The computer-implemented method may further analyze the call interactions by a Proactive Fraud Exposure engine by: (i) generating a voiceprint for each call interaction; (ii) using machine learning technique to group the call interactions into one or more clusters based on respective voiceprints in the voiceprints database; (iii) storing the one or more clusters; and (iv) ranking and classifying the one or more clusters to yield a list of potential fraudsters. The computer-implemented method may further transmit the list of potential fraudsters to a user to enable the user to review said list of potential fraudsters and to add fraudsters from the list to a watchlist database.

公开(公告)号：US20230208976A1

公开(公告)日：2023-06-29

申请号：US18175253

申请日：2023-02-27

Applicant: NICE LTD.

Inventor： Roman FRENKEL ,  Tal RASKIN ,  Adi BEN ZEEV ,  Stav MISHORY ,  Dan TEPLITSKI ,  Hadas KATZ

IPC: H04M3/523 ,  H04M3/51 ,  G06F40/295 ,  G10L15/26 ,  G10L15/02

CPC classification number: H04M3/5235 ,  H04M3/5166 ,  H04M3/5183 ,  G06F40/295 ,  G10L15/26 ,  G10L15/02 ,  H04M3/5116 ,  H04M2201/405

Abstract: Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; calculating, by the data calculation engine, a priority of the call interaction from the text and organization, location, and time information in the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.

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.

公开(公告)号：US20220124198A1

公开(公告)日：2022-04-21

申请号：US17565464

申请日：2021-12-30

Applicant: NICE LTD.

Inventor： Roman FRENKEL ,  Matan Keret ,  Roman Shternharts ,  Itay Kalman Harel ,  Galya Julya Bar ,  Yaara Bar ,  Michal Daisey Momika

IPC: H04M3/51 ,  G10L17/00 ,  G06F21/32 ,  G10L15/26 ,  G10L15/22 ,  G10L17/04

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.

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

IPC: G06F21/32 ,  G06F16/23 ,  G06F16/68

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.

公开(公告)号：US20210264922A1

公开(公告)日：2021-08-26

申请号：US17314176

申请日：2021-05-07

Applicant: NICE LTD.

Inventor： Alon Menahem SHOA ,  Roman FRENKEL ,  Tamir CASPI

IPC: G10L17/00 ,  G10L17/06

Abstract: Methods for voice authentication include receiving a plurality of mono telephonic interactions between customers and agents; creating a mapping of the plurality of mono telephonic interactions that illustrates which agent interacted with which customer in each of the interactions; determining how many agents each customer interacted with; identifying one or more customers an agent has interacted with that have the fewest interactions with other agents; and selecting a predetermined number of interactions of the agent with each of the identified customers. In some embodiments, the methods further include creating a voice print from first and second speaker components of each interaction; comparing the voice prints of a first selected interaction to the voice prints from a second selected interaction; calculating a similarity score between the voice prints; aggregating scores; and identifying the voice prints that are associated with the agent.

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

IPC: H04M3/51 ,  G10L15/22 ,  G10L17/04 ,  G10L15/26 ,  G06F21/32 ,  G10L17/00

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.