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公开(公告)号：US20170206893A1
公开(公告)日：2017-07-20
申请号：US15473231
申请日：2017-03-29
Applicant: Verint Systems Ltd.
Inventor： Ran Achituv , Omer Ziv , Roni Romano , Ido Shapira , Daniel Baum
Abstract: Methods, systems, and computer readable media for automated transcription model adaptation includes obtaining audio data from a plurality of audio files. The audio data is transcribed to produce at least one audio file transcription which represents a plurality of transcription alternatives for each audio file. Speech analytics are applied to each audio file transcription. A best transcription is selected from the plurality of transcription alternatives for each audio file. Statistics from the selected best transcription are calculated. An adapted model is created from the calculated statistics.
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公开(公告)号：US20170154028A1
公开(公告)日：2017-06-01
申请号：US15373043
申请日：2016-12-08
Applicant: Verint Systems Ltd.
Inventor： Roni Romano , Rahm Fehr
CPC classification number: G06F17/271 , G06F17/2785 , G06N5/022 , G06N99/005 , H04M3/2218 , H04M3/42221 , H04M3/5175 , H04M3/5183 , H04M2203/2038
Abstract: The disclosed solution uses machine learning-based methods to improve the knowledge extraction process in a specific domain or business environment. By formulizing a specific company's internal knowledge and terminology, the ontology programming accounts for linguistic meaning to surface relevant and important content for analysis. Based on the self-training mechanism developed by the inventors, the ontology programming automatically trains itself to understand the business environment by processing and analyzing a defined corpus of communication data. For example, the disclosed ontology programming adapts to the language used in a specific domain, including linguistic patterns and properties, such as word order, relationships between terms, and syntactical variations. The disclosed system and method further relates to leveraging the ontology to assess a dataset and conduct a funnel analysis to identify patterns, or sequences of events, in the dataset.
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公开(公告)号：US09569743B2
公开(公告)日：2017-02-14
申请号：US14608787
申请日：2015-01-29
Applicant: Verint Systems Ltd.
Inventor： Rahm Fehr , Roni Romano , Omer Ziv
CPC classification number: G06Q30/016 , G06N5/022 , G06N99/005 , G06Q10/0637
Abstract: Systems, methods, and media for the application of funnel analysis using desktop analytics and textual analytics to map and analyze the flow of customer service interactions. In an example implementation, the method includes: defining at least one flow that is representative of a series of events comprising at least one speech event, at least one Data Processing Activity (DPA) event, and at least one Computer Telephone Integration (CTI) event; receiving customer service interaction data comprising communication data, DPA metadata, and CTI metadata; applying the at least one flow to the customer service interaction data; determining if the customer service interaction data meets the at least one flow; and producing an automated indication based upon the determination.
Abstract translation: 使用桌面分析和文本分析应用漏斗分析的系统，方法和媒体来映射和分析客户服务交互的流程。 在示例实现中，该方法包括：定义表示包括至少一个语音事件，至少一个数据处理活动（DPA）事件和至少一个计算机电话集成（CTI））的一系列事件的至少一个流， 事件; 接收包括通信数据，DPA元数据和CTI元数据的客户服务交互数据; 将所述至少一个流应用于所述客户服务交互数据; 确定所述客户服务交互数据是否满足所述至少一个流程; 以及基于所述确定产生自动指示。
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Patent Agency Ranking
44.发明授权公开(公告)号：US09477752B1
公开(公告)日：2016-10-25
申请号：US14501480
申请日：2014-09-30
Applicant: Verint Systems Ltd.
Inventor： Roni Romano
CPC classification number: G06F17/30734
Abstract: A method for developing an ontology for practicing communication data, wherein the ontology is a structural representation of language elements and the relationship between those language elements within the domain, includes providing a training set of communication data and processing the training set of communication data to identify terms within the training set of communication data, wherein a term is a word or short phrase. The method further includes utilizing the terms to identify relations within the training set of communication data, wherein a relation is a pair of terms that appear in proximity to one another. Finally, the terms in the relations are stored in a database.
Abstract translation: 一种用于开发用于实践通信数据的本体的方法，其中本体是语言元素的结构表示以及域内那些语言元素之间的关系，包括提供通信数据的训练集并且处理通信数据的训练集以识别 通信数据训练集内的术语，其中术语是单词或短语。 该方法还包括利用术语来识别通信数据的训练集合内的关系，其中关系是彼此邻近地出现的一对术语。 最后，关系中的术语存储在数据库中。
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公开(公告)号：US20150222752A1
公开(公告)日：2015-08-06
申请号：US14608787
申请日：2015-01-29
Applicant: Verint Systems Ltd.
Inventor： Rahm Fehr , Roni Romano , Omer Ziv
CPC classification number: G06Q30/016 , G06N5/022 , G06N99/005 , G06Q10/0637
Abstract: Systems, methods, and media for the application of funnel analysis using desktop analytics and textual analytics to map and analyze the flow of customer service interactions. In an example implementation, the method includes: defining at least one flow that is representative of a series of events comprising at least one speech event, at least one Data Processing Activity (DPA) event, and at least one Computer Telephone Integration (CTI) event; receiving customer service interaction data comprising communication data, DPA metadata, and CTI metadata; applying the at least one flow to the customer service interaction data; determining if the customer service interaction data meets the at least one flow; and producing an automated indication based upon the determination.
Abstract translation: 使用桌面分析和文本分析应用漏斗分析的系统，方法和媒体来映射和分析客户服务交互的流程。 在示例实现中，该方法包括：定义表示包括至少一个语音事件，至少一个数据处理活动（DPA）事件和至少一个计算机电话集成（CTI））的一系列事件的至少一个流， 事件; 接收包括通信数据，DPA元数据和CTI元数据的客户服务交互数据; 将所述至少一个流应用于所述客户服务交互数据; 确定所述客户服务交互数据是否满足所述至少一个流程; 以及基于所述确定产生自动指示。
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公开(公告)号：US20150220946A1
公开(公告)日：2015-08-06
申请号：US14610232
申请日：2015-01-30
Applicant: Verint Systems Ltd.
Inventor： Yair Horesh , Roni Romano
IPC: G06Q30/02
CPC classification number: G06Q30/0202
Abstract: Improved systems and method as disclosed herein, provide automated analysis tools for more refined trend analysis and evaluation of identified trends. Communication data may be recognized as either audio or textual data which may be processed and analyzed in real-time (as in the case of streaming audio data) or processed at a time apart from the acquisition of the communication data. If the communication data is audio data, then the audio data, may undergo a transcription, which may employ the exemplary technique of large vocabulary continuous speech recognition (LVCSR) or other known speech-to-text algorithms or techniques. Alternatively, the communication data may already be in the form of a transcription or the communication data may have originated as textual data, exemplarily the communication data is from an internet web chat, email, text message, or social media.
Abstract translation: 改进的系统和方法如本文所公开的，提供用于更精确的趋势分析和鉴定趋势的评估的自动分析工具。 通信数据可以被识别为可以被实时地处理和分析的音频或文本数据（如在流式传输音频数据的情况下）或除了获取通信数据之外的处理。 如果通信数据是音频数据，则音频数据可以经历转录，其可以采用大词汇连续语音识别（LVCSR）或其他已知的语音到文本算法或技术的示例性技术。 或者，通信数据可以已经是转录的形式，或者通信数据可以源自文本数据，例如通信数据来自互联网聊天，电子邮件，文本消息或社交媒体。
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公开(公告)号：US20150220618A1
公开(公告)日：2015-08-06
申请号：US14608737
申请日：2015-01-29
Applicant: Verint Systems Ltd.
Inventor： Yair Horesh , Roni Romano , Uri Segal , Omer Ziv
CPC classification number: G06F17/30598 , G06F17/30734 , G06N5/022 , G06Q30/01 , G10L2015/088
Abstract: Systems, methods, and media for developing ontologies and analyzing communication data are provided herein. In an example implementation, the method includes: identifying terms in in a set of communication data; identifying a list of possible relations of the identified terms; scoring the possible relations according to a set of predefined merits; ranking the possible relations into a list of possible relations in descending order according to their score; and tagging relations in the set of communication data. The relations may be tagged by identifying the possible relations in the communication data in order corresponding with the list of possible relations. The possible relations that have lower rankings that conflict with higher ranking relations are not tagged. The conflicts may be determined by a predefined set of conflict criteria.
Abstract translation: 本文提供了用于开发本体和分析通信数据的系统，方法和媒体。 在示例实现中，该方法包括：识别一组通信数据中的术语; 确定所识别术语的可能关系的列表; 根据一组预定义的优点对可能的关系进行评分; 根据他们的得分将可能的关系排列成可能的关系列表，降序排列; 并在该组通信数据中标记关系。 可以通过根据可能的关系列表来确定通信数据中的可能关系来标记关系。 与较高排名关系冲突的排名较低的可能关系未被标记。 冲突可以通过预定义的一组冲突标准来确定。
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公开(公告)号：US20150066506A1
公开(公告)日：2015-03-05
申请号：US14467783
申请日：2014-08-25
Applicant: Verint Systems Ltd.
Inventor： Roni Romano , Yair Horesh , Jeremie Dreyfuss
CPC classification number: G10L15/26 , G10L15/04 , G10L15/18 , G10L15/1822
Abstract: A method of zoning a transcription of audio data includes separating the transcription of audio data into a plurality of utterances. A that each word in an utterances is a meaning unit boundary is calculated. The utterance is split into two new utterances at a work with a maximum calculated probability. At least one of the two new utterances that is shorter than a maximum utterance threshold is identified as a meaning unit.
Abstract translation: 对音频数据的转录进行分区的方法包括将音频数据的转录分离成多个话语。 一个话语中的每个单词都是一个意义单位边界的计算。 在最大计算概率的工作中，话语分为两个新的话语。 两个新语句中的至少一个短于最大话语阈值被识别为意义单元。
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