公开(公告)号：US20180067924A1

公开(公告)日：2018-03-08

申请号：US15811311

申请日：2017-11-13

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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.

公开(公告)号：US09817813B2

公开(公告)日：2017-11-14

申请号：US14150628

申请日：2014-01-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Avraham Faizakof ,  Amir Lev-Tov ,  David Ollinger ,  Yochai Konig

IPC: G10L15/00 ,  G06F17/27 ,  G10L15/19 ,  G10L15/06 ,  G10L15/18 ,  G10L15/193

CPC classification number: G06F17/2785 ,  G10L15/063 ,  G10L15/1815 ,  G10L15/1822 ,  G10L15/19 ,  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.

公开(公告)号：US20170206890A1

公开(公告)日：2017-07-20

申请号：US15247645

申请日：2016-08-25

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Tamir Tapuhi ,  Amir Lev-Tov ,  Avraham Faizakof ,  Yochai Konig

IPC: G10L15/06 ,  G06N99/00

CPC classification number: G10L15/063 ,  G06F17/273 ,  G06N99/005 ,  G10L15/183 ,  G10L15/26 ,  G10L2015/0635 ,  G10L2015/0636 ,  G10L2015/088

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.

公开(公告)号：US20170186422A1

公开(公告)日：2017-06-29

申请号：US15402070

申请日：2017-01-09

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  Yochai Konig

IPC: G10L15/19 ,  G06F17/30 ,  G10L15/30 ,  G10L15/02 ,  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.

公开(公告)号：US09613619B2

公开(公告)日：2017-04-04

申请号：US14067732

申请日：2013-10-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  Yochai Konig

IPC: G10L21/00 ,  G10L15/00 ,  G10L13/00 ,  G10L15/14 ,  G10L15/01 ,  G10L25/30 ,  G10L15/02

CPC classification number: G10L15/01 ,  G10L15/02 ,  G10L15/04 ,  G10L15/063 ,  G10L15/26 ,  G10L25/30

Abstract: A method for predicting a speech recognition quality of a phrase comprising at least one word includes: receiving, on a computer system including a processor and memory storing instructions, the phrase; computing, on the computer system, a set of features comprising one or more features corresponding to the phrase; providing the phrase to a prediction model on the computer system and receiving a predicted recognition quality value based on the set of features; and returning the predicted recognition quality value.

公开(公告)号：US20160188672A1

公开(公告)日：2016-06-30

申请号：US14586730

申请日：2014-12-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yoni Lev ,  Avraham Faizakof ,  Amir Lev-Tov ,  Tamir Tapuhi ,  Yochai Konig

IPC: G06F17/30 ,  G06F17/24

CPC classification number: G06F17/30976 ,  G06F17/30713 ,  G06Q30/0281 ,  G06Q50/01

Abstract: A method for tracking known topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; initializing, by the processor, a collection of tracked topics to an empty collection; computing, by the processor, a similarity between each fragment of the fragments and each of the known topics; and adding, by the processor, a known topic of the known topics to the tracked topics in response to the similarity between a fragment and the known topic exceeding a threshold value.

Abstract translation: 用于跟踪多个交互中的已知主题的方法包括：由处理器从多个交互中提取多个片段; 由处理器将跟踪主题的集合初始化为空集合; 由处理器计算片段的每个片段和每个已知主题之间的相似度; 以及响应于片段和超过阈值的已知主题之间的相似度，由处理器将已知主题的已知主题添加到所跟踪的主题。

公开(公告)号：US20150120289A1

公开(公告)日：2015-04-30

申请号：US14067732

申请日：2013-10-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  Yochai Konig

IPC: G10L15/01

CPC classification number: G10L15/01 ,  G10L15/02 ,  G10L15/04 ,  G10L15/063 ,  G10L15/26 ,  G10L25/30

Abstract: A method for predicting a speech recognition quality of a phrase comprising at least one word includes: receiving, on a computer system including a processor and memory storing instructions, the phrase; computing, on the computer system, a set of features comprising one or more features corresponding to the phrase; providing the phrase to a prediction model on the computer system and receiving a predicted recognition quality value based on the set of features; and returning the predicted recognition quality value.

Abstract translation: 用于预测包括至少一个单词的短语的语音识别质量的方法包括：在包括处理器的计算机系统和存储指令的存储器上接收短语; 在所述计算机系统上计算包括与所述短语相对应的一个或多个特征的一组特征; 将所述短语提供给所述计算机系统上的预测模型，并基于所述特征集合接收预测的识别质量值; 并返回预测的识别质量值。

公开(公告)号：US20150032746A1

公开(公告)日：2015-01-29

申请号：US13952470

申请日：2013-07-26

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  David Ollinger ,  Yochai Konig

IPC: G06F17/30

CPC classification number: G06F17/30539 ,  G06F17/30401 ,  G10L15/00

Abstract: A method for determining a cause of events detected in a plurality of interactions includes: identifying, on a processor, a plurality of elements in the interactions; detecting, on the processor, a plurality of sequences of elements in the interactions; mining, on the processor, the plurality of sequences for generating a set of supported patterns; computing, on the processor, association rules from the set of supported patterns; and returning the computed association rules.

Abstract translation: 用于确定在多个交互中检测到的事件的原因的方法包括：在处理器上识别所述交互中的多个元素; 在所述处理器中检测所述交互中的多个元素序列; 在处理器上挖掘用于生成一组支持的图案的多个序列; 在所述处理器上计算来自所述一组支持模式的关联规则; 并返回计算的关联规则。

公开(公告)号：US11425254B2

公开(公告)日：2022-08-23

申请号：US16664904

申请日：2019-10-27

Applicant: Genesys Telecommunications Laboratories, Inc.

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.

公开(公告)号：US11170168B2

公开(公告)日：2021-11-09

申请号：US16381452

申请日：2019-04-11

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  Arnon Mazza ,  Yochai Konig

IPC: G06F40/284 ,  G06F40/49 ,  G06F17/18 ,  G10L15/26 ,  G10L25/63

Abstract: A method, system, and computer program product for unsupervised automated generation of lexicons in a specified target domain, comprising tokens having domain-specific sentiment orientation, by selecting a seed set of tokens from a source lexicon; generating a candidate set of tokens from a text corpus in the target domain based on a similarity parameter with the seed set; calculating a sentiment score for each of the tokens in the candidate set; and automatically updating the source lexicon based on the candidate list.