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公开(公告)号：US20170111505A1
公开(公告)日：2017-04-20
申请号：US14887276
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5191 , H04M3/5233 , H04M3/5235
Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
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72.发明申请公开(公告)号：US20170111503A1
公开(公告)日：2017-04-20
申请号：US14887318
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5233 , H04M3/5235 , H04M2203/2038 , H04M2203/405
Abstract: A system and method for routing interactions to contact center agents. The system is adapted to identify an interaction to be routed, and identify a first group of agents based on one or more constraints for generating one or more candidate agents. The system is adapted to gather preference of each of the candidate agents, gather context of the interaction, and identify, from the one or more candidate agents, a second group of agents based on the gathered preference and context. The system is further adapted to invite each agent in the second group to make a bid for the interaction. The system is also adapted to receive a bid from a particular agent in the second group, and transmit a signal for routing the interaction to the particular agent in response to the received bid.
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公开(公告)号：US20160012818A1
公开(公告)日：2016-01-14
申请号：US14327476
申请日：2014-07-09
Inventor： Avraham Faizakof , Yoni Lev , Amir Lev-Tov , Yochai Konig
CPC classification number: G10L15/063 , G06F17/2755 , G06F17/2785 , G06F17/30598 , G06F17/30705 , G10L2015/0631 , G10L2015/223
Abstract: A method for detecting and categorizing topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; filtering, by the processor, the plurality of fragments to generate a filtered plurality of fragments; clustering, by the processor, the filtered fragments into a plurality of base clusters; and clustering, by the processor, the plurality of base clusters into a plurality of hyper clusters.
Abstract translation: 用于检测和分类多个交互中的主题的方法包括：由处理器从多个交互中提取多个片段; 由所述处理器对所述多个片段进行过滤以产生经过滤的多个片段; 由处理器将经滤波的片段聚类成多个基本簇; 以及由所述处理器将所述多个基本簇聚类成多个超群集。
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公开(公告)号：US20150381807A1
公开(公告)日：2015-12-31
申请号：US14320237
申请日：2014-06-30
Inventor： Yochai Konig , Herbert Willi Artur Ristock , David Konig
CPC classification number: H04M3/5233 , G06Q10/063112 , H04M2203/402
Abstract: A method for generating an agent work schedule includes: analyzing, on a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analyzing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness.
Abstract translation: 一种用于生成代理工作时间表的方法包括：在处理器上分析与多个联络中心代理程序的多个记录的交互，以便基于第一多个交互原因和多个交互分辨率状态对记录的交互进行分类; 在处理器上分析分类记录的相互作用以计算多个代理的代理的代理效力，其中代理效力对应于第一交互原因的交互原因; 在处理器上预测联络中心代理商第一时间处理根据交互原因分类的交互的需求; 以及基于所预测的需求和所计算的代理有效性，在所述处理器上生成所述第一时间段的所述代理工作时间表。
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公开(公告)号：US20150347951A1
公开(公告)日：2015-12-03
申请号：US14451310
申请日：2014-08-04
Inventor： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
IPC: G06Q10/06
CPC classification number: G06Q10/06393 , G06Q10/0639 , G06Q30/0201 , G06Q30/0601 , G06Q30/0613 , G06Q30/0631 , H04M3/5175 , H04M3/5191
Abstract: Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.
Abstract translation: 本发明的实施例涉及一种用于收集和分析来自多个联络中心租户的数据的系统和方法。 处理器通过数据通信网络从多个源设备收集多个联络中心的实时度量数据。 实时度量数据涉及多个联络中心因素。 处理器将收集的实时度量数据存储在数据存储中，并且基于收集的实时度量数据生成基准数据。 对于多个联络中心的特定联络中心，处理器确定联络中心相对于基准数据的性能。 处理器进一步输出基于比较的推荐。
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Patent Agency Ranking
公开(公告)号：US11586828B2
公开(公告)日：2023-02-21
申请号：US17002352
申请日：2020-08-25
Inventor： Amir Lev-Tov , Avraham Faizakof , Arnon Mazza , Yochai Konig
IPC: G06F40/30 , 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：US11425251B2
公开(公告)日：2022-08-23
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：US11367080B2
公开(公告)日：2022-06-21
申请号：US16730698
申请日：2019-12-30
Inventor： Yochai Konig , Archana Sekar , James Hvezda , Javier Villalobos
Abstract: A method for personalizing a delivery of services to a first customer including: providing a customer profile; updating the customer profile via performing a first process to collect interaction data, the first process including the steps of: monitoring activity on the communication device and, therefrom, detecting the first interaction with the first contact center; identifying data relating to the first interaction for collecting as the interaction data; and updating the customer profile to include the interaction data identified from the first interaction; generating an interaction predictor, the interaction predictor comprising knowledge about the first customer derived, at least in part, from the data stored within the customer profile, the knowledge comprising a behavioral factor attributable to the first customer given a first type of interaction; and augmenting the customer profile by storing therein the interaction predictor.
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公开(公告)号：US11341986B2
公开(公告)日：2022-05-24
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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公开(公告)号：US20220094524A1
公开(公告)日：2022-03-24
申请号：US17029824
申请日：2020-09-23
Inventor： Archana Sekar , Javier Villalobos , Yochai Konig
Abstract: A method for conducting a data transaction between a first and second contact center system using a permissioned blockchain infrastructure according to one embodiment includes receiving at the first system a request for data from an end user, determining that the second system possesses the requested data, transmitting the request for data to the second system, providing the requested data to the first system by generating a block representing the data transaction in the blockchain infrastructure, publishing the block to one or more nodes in the blockchain infrastructure, validating the data transaction at the one or more nodes in the blockchain infrastructure, adding the block to a blockchain based on a consensus reached among the one or more nodes in the blockchain infrastructure, updating the one or more nodes in the blockchain infrastructure with the block, labeling the data transaction as successful, and transmitting the requested data to the end user.
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