公开(公告)号：US09311914B2

公开(公告)日：2016-04-12

申请号：US13602214

申请日：2012-09-03

申请人： Moshe Wasserblat ,  Dan Eylon ,  Tzach Ashkenazi ,  Oren Pereg ,  Ronen Laperdon

发明人： Moshe Wasserblat ,  Dan Eylon ,  Tzach Ashkenazi ,  Oren Pereg ,  Ronen Laperdon

IPC分类号： G10L13/08 ,  G10L19/02 ,  G10L19/12 ,  G10L15/08 ,  G10L15/22 ,  G10L15/187 ,  G10L15/26 ,  G10L15/20 ,  G10L15/02 ,  G10L15/10 ,  G06F17/30 ,  G06F17/27 ,  G06Q10/10 ,  G10L15/04

CPC分类号： G10L15/02 ,  G10L15/04 ,  G10L2015/025

摘要： The subject matter discloses a method two phase phonetic indexing and search comprising: receiving a digital representation of an audio signal; producing a phonetic index of the audio signal; producing phonetic N-gram sequence from the phonetic index by segmenting the phonetic index into a plurality of phonetic N-grams; and producing an inverted index of the plurality of phonetic N-grams.

摘要翻译： 主题公开了一种方法两相语音索引和搜索，包括：接收音频信号的数字表示; 产生音频信号的语音索引; 通过将语音指数分割成多个语音N-gram从语音指数产生语音N-gram序列; 并产生多个语音N-gram的反向索引。

公开(公告)号：US20140067373A1

公开(公告)日：2014-03-06

申请号：US13602214

申请日：2012-09-03

申请人： Moshe WASSERBLAT ,  Dan Eylon ,  Tzach Ashkenazi ,  Oren Pereg ,  Ronen Laperdon

发明人： Moshe WASSERBLAT ,  Dan Eylon ,  Tzach Ashkenazi ,  Oren Pereg ,  Ronen Laperdon

IPC分类号： G06F17/27

CPC分类号： G10L15/02 ,  G10L15/04 ,  G10L2015/025

摘要： The subject matter discloses a method two phase phonetic indexing and search comprising: receiving a digital representation of an audio signal; producing a phonetic index of the audio signal; producing phonetic N-gram sequence from the phonetic index by segmenting the phonetic index into a plurality of phonetic N-grams; and producing an inverted index of the plurality of phonetic N-grams.

摘要翻译： 主题公开了一种方法两相语音索引和搜索，包括：接收音频信号的数字表示; 产生音频信号的语音索引; 通过将语音指数分割成多个语音N-gram从语音指数产生语音N-gram序列; 并产生多个语音N-gram的反向索引。

公开(公告)号：US08914285B2

公开(公告)日：2014-12-16

申请号：US13550626

申请日：2012-07-17

申请人： Moshe Wasserblat ,  Dan Eylon ,  Ezra Daya ,  Tzach Ashkenazi ,  Oren Pereg ,  Ohad Pollak ,  Moshe Avlagon

发明人： Moshe Wasserblat ,  Dan Eylon ,  Ezra Daya ,  Tzach Ashkenazi ,  Oren Pereg ,  Ohad Pollak ,  Moshe Avlagon

IPC分类号： G10L15/10 ,  G06Q10/04

CPC分类号： G10L25/51 ,  G10L15/00 ,  G10L25/63 ,  G10L2015/088

摘要： A computerized method for sales optimization including receiving at a computer server a digital representation of a portion of an interaction between a customer and an organization representative, the portion of an interaction comprises a speech signal of the customer and a speech signal of the organization representative; analyzing the speech signal of the organization representative; analyzing the speech signal of the customer; determining a distance vector between the speech signal of the organization representative and the speech signal of the customer; and predicting a sale success probability score for the captured speech signal portion.

摘要翻译： 一种用于销售优化的计算机化方法，包括在计算机服务器处接收客户和组织代表之间的交互的一部分的数字表示，交互的部分包括客户的语音信号和组织代表的语音信号; 分析组织代表的语音信号; 分析客户的语音信号; 确定组织代表的语音信号与客户的语音信号之间的距离向量; 并且预测所捕获的语音信号部分的销售成功概率得分。

公开(公告)号：US20120053990A1

公开(公告)日：2012-03-01

申请号：US13291117

申请日：2011-11-08

申请人： Oren Pereg ,  Tzach Ashkenazi ,  Moshe Wasserblat ,  Ezra Daya ,  Oshrat Kfir ,  Hila Lam ,  Amir Rubin ,  Eyal Hurvitz

发明人： Oren Pereg ,  Tzach Ashkenazi ,  Moshe Wasserblat ,  Ezra Daya ,  Oshrat Kfir ,  Hila Lam ,  Amir Rubin ,  Eyal Hurvitz

IPC分类号： G06Q30/02

CPC分类号： G06Q10/06 ,  G06Q30/0202 ,  G06Q40/02 ,  G06Q40/08

摘要： A computerized method of predicting customer churn from an organization, including: receiving at a computer server a recorded customer interaction with an agent of the organization; analyzing the received customer interaction to extract basic features that provide an indication regarding the churn probability of the customer; extracting the entity information of the customer from the recorded interaction; retrieving from a database accessible by the server previous interactions for the same entity and extracting advanced features that provide an indication regarding the churn probability of the customer by comparing multiple interactions of the same entity; predicting a churn probability for the received interaction by applying a statistical customer churn model to the extracted basic features and extracted advanced features; and wherein the interaction and the previous interactions are recordable from more than one type of communication channel by which the customer can communicate with the organization.

摘要翻译： 一种从组织预测客户流失的计算机化方法，包括：在计算机服务器处接收记录的客户与组织代理人的交互; 分析所接收的客户交互以提取提供关于客户的流失概率的指示的基本特征; 从记录的交互中提取客户的实体信息; 从服务器可访问的数据库中检索先前相同实体的交互，并提取通过比较同一实体的多个交互来提供关于客户的流失概率的指示的高级特征; 通过将统计客户流失模型应用于提取的基本特征和提取的高级特征来预测所接收到的交互的流失概率; 并且其中所述交互和先前的交互可从多于一种类型的通信信道记录，所述客户可以通过该通信渠道与所述组织进行通信。

公开(公告)号：US08438089B1

公开(公告)日：2013-05-07

申请号：US13408473

申请日：2012-02-29

申请人： Moshe Wasserblat ,  Gudmundur Kristjansson ,  Cromwell Fraser ,  Zvika Moretzky ,  Bastiaan Schonhage ,  Yaron Morgenstern ,  Tzach Ashkenazi ,  Ezra Daya ,  Oren Pereg

发明人： Moshe Wasserblat ,  Gudmundur Kristjansson ,  Cromwell Fraser ,  Zvika Moretzky ,  Bastiaan Schonhage ,  Yaron Morgenstern ,  Tzach Ashkenazi ,  Ezra Daya ,  Oren Pereg

IPC分类号： G06Q40/00

CPC分类号： G06Q40/02

摘要： A transaction verification system and method may include receiving an interaction record describing communications between parties regarding a transaction event. The interaction record may include interactions having multiple communication formats. Transaction data describing transaction parameters input into a trading system during the transaction even may be compared to the interaction record. A matching score may be calculated that indicates a level of similarity between the interaction record and the transaction data. The matching score may be calculated for multiple of transaction events in an interaction log, and an interaction log score may be calculated.

摘要翻译： 交易验证系统和方法可以包括接收描述各方之间关于交易事件的通信的交互记录。 交互记录可以包括具有多种通信格式的交互。 描述在交易期间输入到交易系统中的交易参数的交易数据甚至可以与交互记录进行比较。 可以计算出指示交互记录和交易数据之间的相似程度的匹配分数。 可以针对交互日志中的多个事务事件计算匹配分数，并且可以计算交互日志分数。

公开(公告)号：US09015046B2

公开(公告)日：2015-04-21

申请号：US12797618

申请日：2010-06-10

申请人： Oren Pereg ,  Moshe Wasserblat ,  Yuval Lubowich ,  Ronen Laperdon ,  Dori Shapira ,  Vladislav Feigin ,  Oz Fox-Kahana

发明人： Oren Pereg ,  Moshe Wasserblat ,  Yuval Lubowich ,  Ronen Laperdon ,  Dori Shapira ,  Vladislav Feigin ,  Oz Fox-Kahana

IPC分类号： G10L15/00 ,  G06Q10/06 ,  G10L15/08 ,  G10L15/22 ,  G06Q30/00 ,  G06Q30/02

CPC分类号： G06Q10/063 ,  G06Q30/01 ,  G06Q30/0202 ,  G10L15/08 ,  G10L15/22 ,  G10L2015/081 ,  G10L2015/085

摘要： A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the organization participates; extracting a feature from the segment; extracting a global feature associated with the interaction; aggregating the feature and the global feature; and classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature. The method and system may also use features extracted from earlier segments within the interaction. The method and system can also evaluate the model based on features extracted from training interactions and manual tagging assigned to the interactions or segments thereof.

摘要翻译： 一种用于实时地指示交互与问题或问题相关联的方法和系统，包括：接收所述组织的代表参与的交互的一部分; 从段中提取特征; 提取与交互相关联的全局特征; 聚合特征和全局特征; 并通过将模型应用于特征和全局特征来分类或与问题或问题相关联的交互。 方法和系统还可以使用在交互作用中从先前段提取的特征。 该方法和系统还可以基于从训练相互作用提取的特征和分配给其相互作用或分段的手动标记来评估模型。

公开(公告)号：US20110307258A1

公开(公告)日：2011-12-15

申请号：US12815429

申请日：2010-06-15

申请人： Hadas Liberman ,  Keren Eshkol ,  Oren Lewkowicz ,  Omer Gazit ,  Zohar Tzfoni ,  Avi Revivo ,  Leon Portman ,  Ronit Ephrat ,  Oren Pereg ,  Ronen Laperdon ,  Dori Shapira ,  Moshe Wasserblat

发明人： Hadas Liberman ,  Keren Eshkol ,  Oren Lewkowicz ,  Omer Gazit ,  Zohar Tzfoni ,  Avi Revivo ,  Leon Portman ,  Ronit Ephrat ,  Oren Pereg ,  Ronen Laperdon ,  Dori Shapira ,  Moshe Wasserblat

IPC分类号： G10L15/04 ,  G06F15/00

CPC分类号： G10L15/26 ,  G10L2015/088

摘要： A method and apparatus for providing real-time assistance related to an interaction associated with a contact center, comprising steps or components for: receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction; performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information; categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress to obtain audio information; and taking an action associated with the category.

摘要翻译： 一种用于提供与与联络中心相关联的交互的实时协助的方法和装置，包括步骤或组件，用于：接收由与组织相关联的捕获设备捕获的交互的音频信号的至少一部分，以及元数据 与交互相关的信息; 执行音频信号的至少部分的音频分析，同时交互作用仍在进行中以获得音频信息; 对所述元数据信息和所述音频信息的至少一部分进行分类，以确定与所述交互相关联的类别，同时所述交互仍在进行中以获得音频信息; 并采取与该类别相关的行动。

公开(公告)号：US08762161B2

公开(公告)日：2014-06-24

申请号：US12245778

申请日：2008-10-06

申请人： Tzach Ashkenazi ,  Oren Pereg ,  Yuval Lubowich

发明人： Tzach Ashkenazi ,  Oren Pereg ,  Yuval Lubowich

IPC分类号： G06Q30/02 ,  G06Q10/10 ,  G06Q10/06 ,  G06Q30/06 ,  G06Q10/08 ,  G06F17/30

CPC分类号： G06F17/30994 ,  G06Q10/06

摘要： A method and apparatus for visualization of call categorization, comprising steps and components for: defining or receiving a definition for one or more categories and criteria for each category; receiving or capturing interactions; categorizing the interactions into the categories; determining relations between the categories; determining layout for the categories and relations; and visualizing the layout. The method and apparatus can further comprise steps and components for extracting key-phrases, determining connections between key-phrases, connections between categories based on key-phrases, and connections between categories and key-phrases, and visualizing the categories, key-phrases and connections. The method and apparatus can further comprise steps and components for training models upon which the relations between categories and relations between key-phrases are determined.

摘要翻译： 一种用于可视化呼叫分类的方法和装置，包括步骤和组件，用于：定义或接收每个类别的一个或多个类别和标准的定义; 接收或捕获交互; 将互动分类到类别中; 确定类别之间的关系; 确定类别和关系的布局; 并可视化布局。 该方法和装置还可以包括用于提取关键短语的步骤和组件，基于关键短语确定关键短语之间的连接，类别之间的连接以及类别和关键词之间的连接，以及可视化类别，关键词和 连接。 该方法和装置还可以包括用于训练模型的步骤和组件，在该模型上确定关键短语之间的类别和关系之间的关系。

公开(公告)号：US20100088323A1

公开(公告)日：2010-04-08

申请号：US12245778

申请日：2008-10-06

申请人： Tzach Ashkenazi ,  Oren Pereg ,  Yuval Lubowich

发明人： Tzach Ashkenazi ,  Oren Pereg ,  Yuval Lubowich

IPC分类号： G06F17/30

CPC分类号： G06F17/30994 ,  G06Q10/06

摘要： A method and apparatus for visualization of call categorization, comprising steps and components for: defining or receiving a definition for one or more categories and criteria for each category; receiving or capturing interactions; categorizing the interactions into the categories; determining relations between the categories; determining layout for the categories and relations; and visualizing the layout. The method and apparatus can further comprise steps and components for extracting key-phrases, determining connections between key-phrases, connections between categories based on key-phrases, and connections between categories and key-phrases, and visualizing the categories, key-phrases and connections. The method and apparatus can further comprise steps and components for training models upon which the relations between categories and relations between key-phrases are determined.

摘要翻译： 一种用于可视化呼叫分类的方法和装置，包括步骤和组件，用于：定义或接收每个类别的一个或多个类别和标准的定义; 接收或捕获交互; 将互动分类到类别中; 确定类别之间的关系; 确定类别和关系的布局; 并可视化布局。 该方法和装置还可以包括用于提取关键短语的步骤和组件，基于关键短语确定关键短语之间的连接，类别之间的连接以及类别和关键词之间的连接，以及可视化类别，关键词和 连接。 该方法和装置还可以包括用于训练模型的步骤和组件，在该模型上确定关键短语之间的类别和关系之间的关系。

公开(公告)号：US08412530B2

公开(公告)日：2013-04-02

申请号：US12709482

申请日：2010-02-21

申请人： Oren Pereg ,  Tzach Ashkenazi

发明人： Oren Pereg ,  Tzach Ashkenazi

IPC分类号： G10L11/00

CPC分类号： G06F17/279 ,  G10L15/26

摘要： A method for automatically detecting sentiments in an audio signal of an interaction held in a call center, including, receiving the audio signal from a logging and capturing unit. Performing audio analysis on the audio signal to obtain text spoken within the interaction. Segmenting the text into context units according to acoustic information acquired from the audio signal to identify units of speech bound by non-speech segments, wherein each context unit includes one or more words. Extracting a sentiment candidate context unit from the context units using a phonetic based search. Extracting linguistic features from the text of the sentiment candidate context unit and acoustic features from a segment of the audio signal associated with the sentiment candidate context unit. Determining in accordance with the linguistic features and acoustic features whether the sentiment candidate context unit is valid or erroneous, and determining sentiment polarity and intensity.

摘要翻译： 一种用于自动检测保持在呼叫中心中的交互的音频信号中的情绪的方法，包括从记录和捕获单元接收音频信号。 对音频信号执行音频分析，以获取交互内的语音。 根据从音频信号获取的声学信息将文本分割成上下文单元以识别由非语音段限制的语音单元，其中每个上下文单元包括一个或多个单词。 使用基于语音的搜索从上下文单元提取情绪候选上下文单元。 从与情绪候选上下文单元相关联的音频信号的段中提取来自情绪候选上下文单元的文本的语言特征和声学特征。 根据语言特征和声学特征确定情绪候选语境单元是有效还是错误，并确定情绪极性和强度。