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Patent Agency Ranking
公开(公告)号：US11558506B1
公开(公告)日：2023-01-17
申请号：US17486409
申请日：2021-09-27
Applicant: NICE LTD.
Inventor： Peter Cardillo , Jon A. Arrowood , Robert Morris
Abstract: Methods for detecting fraud include receiving a plurality of call interactions; extracting a voice print of a caller from each of the call interactions; determining which call interactions are associated with a single caller by comparing and matching pairs of voice prints of the call interactions; organizing the call interactions associated with a single caller into a group; and determining that a matching phrase was spoken by the single caller in a first call interaction and second call interaction in the group.
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2.发明授权公开(公告)号：US11283928B1
公开(公告)日：2022-03-22
申请号：US17386604
申请日：2021-07-28
Applicant: NICE LTD.
Inventor： Gordon Scott Edwards , Jon A. Arrowood , Mark Finlay
Abstract: A method of assisting an agent in real-time includes includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.
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3.发明授权公开(公告)号：US11743384B2
公开(公告)日：2023-08-29
申请号：US18059739
申请日：2022-11-29
Applicant: NICE LTD.
Inventor： Gordon Scott Edwards , Jon A. Arrowood , Mark Finlay
CPC classification number: H04M3/5175 , G06N5/025 , G10L15/08 , G10L25/63 , G10L2015/088 , H04M2201/42 , H04M2203/402
Abstract: A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.
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公开(公告)号：US12033640B2
公开(公告)日：2024-07-09
申请号：US17474606
申请日：2021-09-14
Applicant: NICE LTD.
Inventor： Matan Keret , Jon A. Arrowood , Peter Cardillo
Abstract: A system is provided for real-time fraud detection with a fraudster voice print watchlist of repetitive fraudster phrases. The system includes a processor and a computer readable medium operably coupled thereto, to perform fraud prevention operations which include detecting a voice communication session having an audio signal of a user, accessing the fraudster voice print watchlist comprising a plurality of fraudster voice prints of the repetitive fraudster phrases, generating a voice print of the user using the audio signal, monitoring the user for real-time fraud detection using the fraudster voice print watchlist and the voice print of the user, and determining, based on the monitoring, whether the voice print of the user meets or exceeds a scoring threshold for matching with one or more of the plurality of fraudster voice prints from the fraudster voice print watchlist during the voice communication session.
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5.发明授权公开(公告)号：US11539841B1
公开(公告)日：2022-12-27
申请号：US17685938
申请日：2022-03-03
Applicant: NICE LTD.
Inventor： Gordon Scott Edwards , Jon A. Arrowood , Mark Finlay
Abstract: A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.
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