公开(公告)号：US20210112163A1

公开(公告)日：2021-04-15

申请号：US17129986

申请日：2020-12-22

Applicant: NICE LTD

Inventor： Roman FRENKEL ,  Matan KERET ,  Roman SHTERNHARTS ,  ltay KALMAN HAREL ,  Galya Julya BAR ,  Yaara BAR ,  Michal DAISEY MOMIKA

IPC: H04M3/51 ,  G10L15/22 ,  G10L17/04 ,  G10L15/26 ,  G06F21/32 ,  G10L17/00

Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) collecting call interaction; (ii) storing the collected call interactions; (iii) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (iv) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa; (v) retrieving from the ranked clusters, a list of fraudsters; and (vi) transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.

公开(公告)号：US20210344801A1

公开(公告)日：2021-11-04

申请号：US17376209

申请日：2021-07-15

Applicant: NICE LTD

Inventor： Roman FRENKEL ,  Matan KERET ,  Roman SHTERNHARTS ,  Itay KALMAN HAREL ,  Galya Julya BAR ,  Yaara BAR ,  Michal DAISEY MOMIKA

IPC: H04M3/51 ,  G10L17/00 ,  G06F21/32 ,  G10L15/26 ,  G10L15/22 ,  G10L17/04

Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (ii) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa; (iii) retrieving from the ranked clusters, a list of fraudsters; and (iv) transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.

公开(公告)号：US20210037137A1

公开(公告)日：2021-02-04

申请号：US16740518

申请日：2020-01-13

Applicant: NICE LTD

Inventor： Roman FRENKEL ,  Matan KERET ,  Roman SHTERNHARTS ,  ltay KALMAN HAREL ,  Galya Julya BAR ,  Yaara BAR ,  Michal DAISEY MOMIKA

IPC: H04M3/51 ,  G10L17/00 ,  G06F21/32 ,  G10L15/26 ,  G10L15/22 ,  G10L17/04

Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) collecting call interaction; (ii) storing the collected call interactions; (iii) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (iv) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa, (v) enabling a user to repeat steps (iii) and (iv); (vi) retrieving from the ranked clusters, a list of fraudsters; and transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.