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1.发明申请公开(公告)号：US20200293922A1
公开(公告)日：2020-09-17
申请号：US16817393
申请日：2020-03-12
摘要： In a predictor device, a method for predicting a metric of a contact center includes receiving contact center operational data associated with a time duration; training a set of algorithms and their available hyperparameters with the contact center operational data to generate a set of data models; generating a score associated with each data model of the set of data models, the score quantifying a performance of each algorithm and its available hyperparameters on the contact center operational data; identifying the data model having the largest score as a best learning model for the time duration; and generating a contact center metric prediction based on the best learning model for the time duration.
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公开(公告)号：US20210193124A1
公开(公告)日：2021-06-24
申请号：US17126703
申请日：2020-12-18
发明人： Sergey A. Razin , Robert S. Cooper , Rick Ulmer , Tom Hanson
摘要： Embodiments of the innovation relate to, in a contact center apparatus, a method for recognizing user intent associated with user interaction with the contact center apparatus. The method includes receiving user interaction data; performing a feature extraction process on the user interaction data to generate feature data; performing an intent extraction operation on the feature data to extract topics included with the feature data; executing a classification engine on the topics extracted from the feature data to classify a user intent associated with the user interaction data; and directing the user to a corresponding working agent based upon the classified user intent
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公开(公告)号：US11468367B2
公开(公告)日：2022-10-11
申请号：US16783641
申请日：2020-02-06
发明人： Sergey A. Razin
摘要： A method of training a cognitive system comprises identifying, by a cognitive training device, a performance specification associated with a cognitive device; determining, by the cognitive training device, a forecasted number of communication inputs to be received by the cognitive device to meet the performance specification; identifying, by the cognitive training device, each communication input received by the cognitive device; and when the number of communication inputs reaches the forecasted number of communication inputs, automating, by the cognitive training device, identification of intents associated with additional communication inputs received by the cognitive device. Additionally, the cognitive training device can include a statistical model employed to determine the random sampling method of the experts utilized during training of the cognitive system in order to classify the gathered input into appropriate intents while mitigating incorporation of bias.
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公开(公告)号：US12002454B2
公开(公告)日：2024-06-04
申请号：US17126703
申请日：2020-12-18
发明人： Sergey A. Razin , Robert S. Cooper , Rick Ulmer , Tom Hanson
CPC分类号： G10L15/18 , G10L15/063 , G10L15/22 , G10L15/30 , G10L15/02 , G10L15/1822 , G10L15/183 , G10L2015/225
摘要： Embodiments of the innovation relate to, in a contact center apparatus, a method for recognizing user intent associated with user interaction with the contact center apparatus. The method includes receiving user interaction data; performing a feature extraction process on the user interaction data to generate feature data; performing an intent extraction operation on the feature data to extract topics included with the feature data; executing a classification engine on the topics extracted from the feature data to classify a user intent associated with the user interaction data; and directing the user to a corresponding working agent based upon the classified user intent
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公开(公告)号：US20220092605A1
公开(公告)日：2022-03-24
申请号：US17479233
申请日：2021-09-20
发明人： Sergey A. Razin , Robert S. Cooper
摘要： Embodiments of the innovation relate to, in a contact center apparatus, a method for identifying an incident associated with a service provided by a service provider. The method comprises: receiving real-time data from a data source, the real-time data identifying a reported incident associated with a service; applying the real-time data to an incident recognition model, the incident recognition model configured to identify a state of the service provided by the service provider; in response to applying the real-time data to an incident recognition model, identifying one of an absence of a service incident and a presence of a service incident associated with the service provider; and in response to identifying the presence of the service incident, outputting an incident notification to a contact center agent device.
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公开(公告)号：US20230110684A1
公开(公告)日：2023-04-13
申请号：US17961861
申请日：2022-10-07
发明人： Sergey A. Razin , Robert S. Cooper
IPC分类号： G10L15/187 , G10L15/06 , G06F40/279 , G10L15/22 , H04M3/523
摘要： In a contact center apparatus, a method for generating recognized text based upon verbal data, comprising: receiving verbal data from a user; applying a natural language understanding engine the verbal data to generate phonetic representation text, the phonetic representation text configured as a phonetic representation of the verbal data; applying a language reinforcement engine to the phonetic representation text to generate recognized text, the recognized text identifying a word associated with the verbal data; and directing the user to a contact center resource based upon the recognized text.
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7.发明授权公开(公告)号：US11475327B2
公开(公告)日：2022-10-18
申请号：US16817393
申请日：2020-03-12
摘要： In a predictor device, a method for predicting a metric of a contact center includes receiving contact center operational data associated with a time duration; training a set of algorithms and their available hyperparameters with the contact center operational data to generate a set of data models; generating a score associated with each data model of the set of data models, the score quantifying a performance of each algorithm and its available hyperparameters on the contact center operational data; identifying the data model having the largest score as a best learning model for the time duration; and generating a contact center metric prediction based on the best learning model for the time duration.
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公开(公告)号：US20200250581A1
公开(公告)日：2020-08-06
申请号：US16783641
申请日：2020-02-06
发明人： Sergey A. Razin
IPC分类号： G06N20/00
摘要： A method of training a cognitive system comprises identifying, by a cognitive training device, a performance specification associated with a cognitive device; determining, by the cognitive training device, a forecasted number of communication inputs to be received by the cognitive device to meet the performance specification; identifying, by the cognitive training device, each communication input received by the cognitive device; and when the number of communication inputs reaches the forecasted number of communication inputs, automating, by the cognitive training device, identification of intents associated with additional communication inputs received by the cognitive device. Additionally, the cognitive training device can include a statistical model employed to determine the random sampling method of the experts utilized during training of the cognitive system in order to classify the gathered input into appropriate intents while mitigating incorporation of bias.
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