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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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公开(公告)号：US11675885B2
公开(公告)日：2023-06-13
申请号：US17485647
申请日：2021-09-27
Applicant: NICE Ltd.
Inventor： Matan Keret , William Mark Finlay , Peter S Cardillo
Abstract: In a system and method for audio analysis in a cloud-based computerized an authentication (RTA) manager micro-service may send an audio packet to a voice processor micro-service. The voice processor may extract features of the audio. The RTA manager may obtain the extracted features from the voice processor; calculate, based on the extracted features, a quality grade of the audio packet, and send the extracted features to an at least one voice biometrics engine if the quality grade is above a threshold. Each of the at least one voice biometrics engines may be configured to generate a voiceprint of the audio packet, based on the extracted features of the audio packet and to perform at least one of: authenticate a speaker, detect fraudsters, and enrich a previously stored voiceprint of the speaker with the voiceprint of the audio packet.
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公开(公告)号：US20230177533A1
公开(公告)日：2023-06-08
申请号：US17984665
申请日：2022-11-10
Applicant: Nice Ltd.
Inventor： Yuval SHACHAF , Gennadi Lembersky , Roy Klein
IPC: G06Q30/0201 , G06Q30/016 , H04M3/51 , G06Q10/0635 , G06Q10/0637 , H04M3/523
CPC classification number: G06Q30/0201 , G06Q30/016 , H04M3/5166 , H04M3/5183 , G06Q10/0635 , G06Q10/0637 , H04M3/523 , H04M2203/551
Abstract: A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.
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24.发明申请公开(公告)号：US20230124342A1
公开(公告)日：2023-04-20
申请号：US18059739
申请日：2022-11-29
Applicant: NICE LTD.
Inventor： Gordon Scott EDWARDS , Jon A. ARROWOOD , Mark FINLAY
Abstract: A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.
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公开(公告)号：US20230110911A1
公开(公告)日：2023-04-13
申请号：US18064638
申请日：2022-12-12
Applicant: NICE LTD.
Inventor： Roman FRENKEL , Matan KERET , Michal Daisey LERER
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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Patent Agency Ranking
公开(公告)号：US11625467B2
公开(公告)日：2023-04-11
申请号：US17329425
申请日：2021-05-25
Applicant: Nice Ltd.
Inventor： Matan Keret , Amnon Buzaglo
Abstract: A computerized 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 the audio stream of the passphrase and the topic of the passphrase may be stored.
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公开(公告)号：US20230103265A1
公开(公告)日：2023-03-30
申请号：US17489386
申请日：2021-09-29
Applicant: NICE LTD.
Inventor： Kalyani CHENNUPATI , Chetan PRAJAPATI , Thi CAO , Raji MULUPURI , Brent HAFERKAMP
Abstract: Methods of determining optimal staffing distributions include receiving input, wherein the input includes a first workforce constraint and a second workforce constraint; identifying a plurality of values for the first workforce constraint; determining, for each identified value for the first workforce constraint, a combination of the plurality of agent groups that provide the identified value for the first workforce constraint; selecting, for each identified value for the first workforce constraint, a combination of the plurality of agent groups from the determined combinations, that provides an optimal value for the second workforce constraint; generating an optimal line; displaying the optimal line on a graphical user interface; receiving a selection of a point on the optimal line; and applying the selected point to a staffing distribution plan.
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28.发明授权公开(公告)号：US11616880B1
公开(公告)日：2023-03-28
申请号：US17679152
申请日：2022-02-24
Applicant: NICE LTD.
Inventor： Abhijit Wasulkar , Jason Williams , Mukesh Agarwal , Priyanka Sutar
IPC: H04M3/00 , H04M3/51 , G06Q10/0639
Abstract: A computerized-method for calculating an agent skill-satisfaction-index and utilization thereof, is provided herein. The computerized-method includes operating an Agent-Skill-Satisfaction-Index (ASSI)-scoring module. The ASSI-scoring module may include: (a) retrieving agent's set-of-skills and call details, during a first-preconfigured-period and one or more agent's interactions conducted during the first-preconfigured-period and related interaction-level (KPI)s; (b) organizing the retrieved one or more agent's interactions in one or more groups by one or more second-preconfigured-periods; (c) checking a duration of each skill from the retrieved set-of-skills if it is assigned to the agent above a preconfigured-period-threshold to be marked as a related-skill; (d) for each group, calculating a skill-core based on a calculated evaluation-sum of each interaction in the group that is associated with a related-skill; (e) calculating an ASSI-score based on the calculated one or more skill scores; and (f) sending the calculated ASSI-score to an application to be presented via a UI thereof.
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公开(公告)号：US11616878B2
公开(公告)日：2023-03-28
申请号：US17001957
申请日：2020-08-25
Applicant: Nice Ltd.
Inventor： Efim Kolodizner , Aviv Sevillia , Uri Frieder
Abstract: A system or method for dynamic redundant call recording may include a plurality of recording devices, each recording device having a plurality of recording resources, and a resource allocator. The resource allocator may receive a request from a call receiving node for commencement of a recording session. It may then attempt to connect to a first one of the plurality of recording devices and if successful, establish a recording session between the call receiving node and the recording device, or if not successful, attempting to connect the recording session controller to a second one of the multiple recording devices. Two resource allocators may operate in parallel to establish dual recording using resources at two different recording devices. Call content may be recorded separately from call metadata and may be integrated with the metadata using a unique call ID.
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30.发明申请公开(公告)号：US20230082094A1
公开(公告)日：2023-03-16
申请号：US17474606
申请日：2021-09-14
Applicant: NICE LTD.
Inventor： Matan KERET , Jon A. ARROWOOD , Peter CARDILLO
Abstract: A system is provided for real-time fraud detection with a fraudster voice print watchlist of repetitive fraudster phrases. The system includes a processor and a computer readable medium operably coupled thereto, to perform fraud prevention operations which include detecting a voice communication session having an audio signal of a user, accessing the fraudster voice print watchlist comprising a plurality of fraudster voice prints of the repetitive fraudster phrases, generating a voice print of the user using the audio signal, monitoring the user for real-time fraud detection using the fraudster voice print watchlist and the voice print of the user, and determining, based on the monitoring, whether the voice print of the user meets or exceeds a scoring threshold for matching with one or more of the plurality of fraudster voice prints from the fraudster voice print watchlist during the voice communication session.
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