Nice Systems Ltd. Patent applications |
Patent application number | Title | Published |
20160133256 | SCRIPT COMPLIANCE IN SPOKEN DOCUMENTS - A method, computerized apparatus and computer program product for determining script compliance in interactions, the method comprising: receiving one or more indexed audio interaction; receiving a text representing a script; automatically extracting two or more key terms from the script; automatically generating a query representing the script, comprising: receiving one or more constraint associated with the at least two key terms; and determining spotted key terms of the key terms that appear in the indexed audio interactions; determining complied constraints; and determining a relevance score for each of the indexed audio interactions, based on the spotted key terms and the complied constraints. | 05-12-2016 |
20160048546 | DETERMINATION OF PROMINENT PHRASES IN MULTI-CHANNEL INTERACTIONS BY MULTI-FEATURE EVALUATIONS - A method for determining prominent keyphrases in interactions, comprising, receiving keyphrases of numerous interactions received via a plurality of channels that comprise apparatuses for conveying the interactions according to the media thereof, quantitatively evaluating each keyphrase by a plurality of different metrics thereby yielding a corresponding plurality of values, and linearly combining the plurality of the values with a corresponding plurality of coefficients associated with a channel via which an interaction having said keyphrase is received, thereby providing a score of said keyphrase, and based on a condition related to the scores of the keyphrases, selecting at least one keyphrase as an at least one prominent keyphrase, wherein the method is at least partially performed by an at least one computerized apparatus configured for interfacing with the apparatuses of the plurality of the channels. | 02-18-2016 |
20150370784 | LANGUAGE MODEL ADAPTATION FOR SPECIFIC TEXTS - A computerized method for adapting a baseline language model, comprising obtaining a textual corpus of documents that comprise textual expressions, incorporating in the baseline language model textual expressions from documents which are determined as relevant to a provided target text based on a plurality of different relevancy determinations between the documents and the provided target text, thereby adapting the baseline language model to form an adapted language model for recognizing terms of a context of the provided target text, wherein the method is automatically performed on an at least one computerized apparatus configured to perform the method. | 12-24-2015 |
20150334234 | STRUCTURED STORAGE MANAGEMENT FOR INTERACTIONS RECORDING - A computerized method for managing storage of interactions of calls received by a communication apparatus, comprising creating on a storage device by a computerized apparatus in advance of the calls a hierarchy of partitions comprising an at least one date partition representing a date and a plurality of time partitions representing times of the date descendent from the at least one date partition, thereby consecutively representing time intervals, and according to an agreed upon convention of the hierarchy of partitions and representations thereof created in advance of the calls, autonomously recording interactions of the calls in a time partition representative of beginning of a time interval in which the calls were received, and an apparatus for performing the same. | 11-19-2015 |
20150295850 | SPARE RESOURCE ELECTION IN A COMPUTING SYSTEM - A computing system comprising multiple computing resources in which one resource assumes spare status using a spare election algorithm. According to the algorithm each computing resource on initialisation requests permission to assume spare state from the other computing resources. Then if all of the other computing resources grant the permission the requesting computing resource assumes spare state. If one of the other computing resources does not grant the permission to the requesting resource then the requesting resource assumes normal state. | 10-15-2015 |
20150293755 | SYSTEM AND AUTOMATED METHOD FOR CONFIGURING A PREDICTIVE MODEL AND DEPLOYING IT ON A TARGET PLATFORM - Method and system for configuring a model and deploying it on a target. The method may include using a processing unit, automatically generating a plugin based on a statistical model, the plugin including variables and issue definitions extracted from the model; and deploying the plugin on a target platform. | 10-15-2015 |
20150278192 | LANGUAGE MODEL ADAPTATION BASED ON FILTERED DATA - A method for adapting a language model for a context of a domain, comprising obtaining textual contents from a large source by a request directed to the context of the domain, discarding at least a part of the textual contents that contain textual terms determined as irrelevant to the context of the domain, thereby retaining, as retained data, at least a part of the textual contents that contain textual terms determined as relevant to the context of the domain, and adapting the language model by incorporating therein at least a part of the textual terms of the retained data, wherein the method is performed on an at least one computerized apparatus configured to perform the method and equipped for communication with the large source, and an apparatus for performing the same. | 10-01-2015 |
20150271330 | SYSTEM AND METHOD FOR RECORDING AND REPORTING COMPLIANCE DATA - A system and method for reporting invalid recordings of interactions. An interaction exchange list of interactions may be received that is transferred from an interaction exchange, e.g. to a contact center. A recorded interaction list may be generated listing recorded interactions stored in a memory. Records from the interaction exchange list may be matched with records from the recorded interaction list. For each record in the interaction exchange list, if a matching record from the recorded interaction list is found, it may be determined if the associated recorded interaction is operational. If no matching record is found or if the associated recorded interaction is determined to be non-operational, the associated recorded interaction may be reported as invalid. | 09-24-2015 |
20150254233 | TEXT-BASED UNSUPERVISED LEARNING OF LANGUAGE MODELS - A method for constructing a language model for a domain, comprising incorporating textual terms related to the domain in language models having relevance to the domain that are constructed from clusters of textual data collected from a variety of sources, thus generating an adapted language model adapted for the domain, wherein the textual data is collected from the variety or sources by a computerized apparatus connectable to the variety or sources and wherein the method is performed on an at least one computerized apparatus configured to perform the method. | 09-10-2015 |
20150242285 | PERSISTENCY FREE ARCHITECTURE - System and method for persistency free management of media storage including, during routine operation: continuously receiving streams of data; storing the streams of data in corresponding files in a non-volatile storage; including in the files a tag indicating whether the file is categorized as active or inactive; and when recovering from a crash: generating a list of active files by scanning the files and identifying active files. System and method for recovering after controller crash may include: during routine operation: continuously handling by the controller processes related to media metadata, by sending commands to a controlled device; sending state parameters related to the processes to the controlled device; and when recovering from the crash: retrieving the state parameters from the controlled device. | 08-27-2015 |
20150235159 | SYSTEM AND METHOD FOR CONTACT CENTER AGENT GUIDANCE WITH FEEDBACK - In a method for providing guidance to agents of a contact center, a server of an agent guidance system provides a list of key selling points to a plurality of workstations. Each of the workstations is associated with an agent of the contact center. Each key selling point of the list is associated with an effectiveness status. The server receives from a workstation feedback related to an effectiveness of a key selling point of the list. The effectiveness status of a key selling point of the list is automatically modified in accordance with the received feedback. The server provides to the workstations a modified list that incorporates the modified effectiveness status. | 08-20-2015 |
20150227437 | STORAGE DEVICE AS BUFFER FOR UNRELIABLE STORAGE - A system and method for managing storage of a digital stream including writing data of the stream to a network storage device, while monitoring availability of the network storage device, switching to writing additional data of the stream to a standby storage device while continuing monitoring the availability of the network storage device, if the network storage device becomes unavailable, switching back to writing additional data of the stream to the network storage device while continuing monitoring the availability of the network storage device, when the network storage device becomes available, and writing to the network storage device the additional data that was written to the standby storage device while the network storage device was unavailable, concurrently with the writing of the additional data of the stream to the network storage device. | 08-13-2015 |
20150189240 | SYSTEM AND METHOD FOR DETECTING AN OBJECT OF INTEREST - A system and method for detecting an object of interest. An embodiment of a system or method may include receiving an indication an object of interest is present in a first area; obtaining, at the first area, a first set of unique characteristics of a respective set of mobile communication devices; receiving an indication the object of interest is present in a second area; obtaining, at the second area, a second set of characteristics of a respective second set of mobile communication devices; and associating a unique characteristic of a mobile communication device with the object of interest based on the first and second sets of characteristics. | 07-02-2015 |
20150189078 | CALL RECORDING WITH INTERACTION METADATA CORRELATION - Methods and systems are described for call recording, e.g. in a VoIP system. At least one endpoint may be configured to terminate a call. A recording system may be configured to record call content data from multiple endpointsA the controller may receive, from a call exchange, interaction metadata relating to calls starting and terminating at the endpoint; receive notifications relating to call content from the recording system; and match the interaction metadata to the notifications. | 07-02-2015 |
20150163532 | METHOD AND APPARATUS FOR MANAGING VIDEO STORAGE - A system and method for managing video storage in a network including continuously receiving in real time, at a recording server, from an edge device having a local storage, a plurality of incoming packets pertaining to a video stream, determining that at least one packet of the video stream is missing, and retrieving from the edge device the missing packets stored in the local storage, while continuing receiving additional incoming packets pertaining to the video stream in real time. | 06-11-2015 |
20150112947 | SYSTEM AND METHOD FOR DATABASE FLOW MANAGEMENT - A system and method for database flow management may include a rule engine which may examine information related to an interaction; select an action queue from the plurality of action queues; and store, in the selected action queue, archiving information related to the interaction. A recorder may select an action queue from the plurality of action queues; extract archiving information from the selected action queue and perform an archiving operation based on the extracted archiving information. The recorder may update an archiving information queue according to a result of the archiving operation. A unit may examine the plurality of archiving information queues to identify completed archiving operations and update a global table to include completed archiving operations. Other embodiments are described and claimed. | 04-23-2015 |
20150098561 | SYSTEM AND METHOD FOR REAL-TIME MONITORING OF A CONTACT CENTER USING A MOBILE COMPUTER - A system and method is provided for monitoring a contact center in real-time. An overview page may be displayed providing information associated with a plurality of agents in a contact center including real-time status information indicating that one or more of the plurality of agents are currently involved in customer interactions and indicating progress of the interactions. An interaction page may be displayed for a selected one of the customer interactions providing computer-generated information summarizing the customer interaction in real-time. A user may be connected to the customer or agent to intervene in the selected interaction. | 04-09-2015 |
20150074296 | EDGE DEVICES SETTINGS VIA EXTERNAL SOURCE - A method for externally configuring a device, wherein the device is devised for configuring, comprising positioning in a sufficient proximity external to the device a portable object provided with a representation of a configuration data for the device, wherein the representation is according to a standard non-custom industrial practice, further obtaining by the device the representation from the portable object, deciphering the representation into the configuration data by the device, and responsively configuring the device according to the configuration data by the device, and an apparatus for performing the same. | 03-12-2015 |
20150074043 | DISTRIBUTED AND OPEN SCHEMA INTERACTIONS MANAGEMENT SYSTEM AND METHOD - A system or method may receive, on a distributed computing system comprising a plurality of computing nodes, raw interaction data describing at least one interaction between two or more parties. The distributed computing may implement a map-reduce algorithm to map the raw interaction data into one or more entities, wherein each entity describes an attribute of an interaction. The distributed computing system my further update an interaction table to include each of the entities, wherein entities describing attributes of the same interaction are correlated. | 03-12-2015 |
20150033331 | SYSTEM AND METHOD FOR WEBPAGE ANALYSIS - A system and method for classifying a webpage may include generating, by an analysis server, a first representation of a webpage. A system and method may include generating, by a unit installed in a user web browser, a second representation of the webpage and the method may comprise producing a classification of the webpage by relating the first representation to the second representation. | 01-29-2015 |
20150032448 | METHOD AND APPARATUS FOR EXPANSION OF SEARCH QUERIES ON LARGE VOCABULARY CONTINUOUS SPEECH RECOGNITION TRANSCRIPTS - The subject matter discloses a method for expansion of search queries on large vocabulary continuous speech recognition transcripts comprising: obtaining a textual transcript of audio interaction generated by the large vocabulary continuous speech recognition; generating a topic model from the textual transcripts; said topic model comprises a plurality of topics wherein each topic of the plurality of topics comprises a list of keywords; obtaining a search term; associating a topic from the topic model with the search term; and generating a list of candidate term expansion words by selecting keywords from the list of keywords of the associated topic; said candidate term expansion words are of high probability to be substitution errors of the search term that are generated by the large vocabulary continuous speech recognition. | 01-29-2015 |
20140330563 | SEAMLESS AUTHENTICATION AND ENROLLMENT - Some aspects of the invention may include a computer-implemented method for enrolling voice prints generated from audio streams, in a database. The method may include receiving an audio stream of a communication session and creating a preliminary association between the audio stream and an identity of a customer that has engaged in the communication session based on identification information. The method may further include determining a confidence level of the preliminary association based on authentication information related to the customer and if the confidence level is higher than a threshold, sending a request to compare the audio stream to a database of voice prints of known fraudsters. If the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer and enrolling the voice print in a customer voice print database. | 11-06-2014 |
20140328512 | SYSTEM AND METHOD FOR SUSPECT SEARCH - A system and method for detecting an object of interest. A system and method may generate a first signature for an object of interest based on an image of the object of interest. A system and method may generate a second signature for a candidate object based on an image of the candidate object. A system and method may calculate a similarity score by relating the first signature to the second signature and may determine the image of the candidate object is an image of the object of interest based on the similarity score. | 11-06-2014 |
20140280431 | SYSTEM AND METHOD FOR INTEROPERABILITY BETWEEN FLEX APPLICATIONS AND .NET APPLICATIONS - System and method for enabling interoperability between a Flex application included in a web page and an external application. A method includes substituting the Flex application included in the web page with a container application, the container application including an external interface; loading the Flex application into the container application; generating, by the container application, a representation for at least one object in the Flex application; and facilitating a communication between the Flex application and the external application based on the representation of the object. | 09-18-2014 |
20140280172 | SYSTEM AND METHOD FOR DISTRIBUTED CATEGORIZATION - A generic categorization method may include receiving interaction data on a distributed computing system operating on a plurality of computing nodes. The distributed computing system may distribute the received interaction data across the plurality of nodes. On each node, categorization rules may be applied to the interaction data via parallel processing. The results, which may include a category associated with each interaction, may be written to a distributed storage system. A user interface may allow a user to define the categorization rules and schemas of interaction data. | 09-18-2014 |
20140270118 | METHOD AND APPARATUS FOR FAIL-SAFE CONTROL OF RECORDINGS - A method for fault-tolerant recording of calls of a PBX, comprising concurrently receiving metadata of calls of a PBX by a plurality of computerized apparatuses, generating unique identifiers for each of the calls such the unique identifiers that are common between the plurality of the computerized apparatuses, activating a first computerized apparatus to control recordings of contents of the calls and assigning the recording with the unique identifiers respective to the calls, operating the computerized apparatuses to receive feedbacks of activities of the recordings, where the feedbacks comprise the assigned unique identifiers and in case of a failure of the first computerized apparatus, activating a second computerized apparatus to maintain the recordings that were controlled by the first computerized apparatus. | 09-18-2014 |
20140257820 | METHOD AND APPARATUS FOR REAL TIME EMOTION DETECTION IN AUDIO INTERACTIONS - The subject matter discloses a computerized method for real time emotion detection in audio interactions comprising: receiving at a computer server a portion of an audio interaction between a customer and an organization representative, the portion of the audio interaction comprises a speech signal; extracting feature vectors from the speech signal; obtaining a statistical model; producing adapted statistical data by adapting the statistical model according to the speech signal using the feature vectors extracted from the speech signal; obtaining an emotion classification model; and producing an emotion score based on the adapted statistical data and the emotion classification model, said emotion score represents the probability that the speaker that produced the speech signal is in an emotional state. | 09-11-2014 |
20140172859 | METHOD AND APPARATUS FOR TRADE INTERACTION CHAIN RECONSTRUCTION - The subject matter discloses a method for trade interaction chain reconstruction comprising: identifying a swap deal, the swap deal includes two or more of the received interactions and involves two or more participants; selecting a first interaction of the received interactions, said first interaction involves at least two participants of the two or more participants, said first interaction is stored on a computerized device; obtaining a first plurality of interactions of the received interactions that involve the at least two participants of the two or more participants; determining a first plurality of relevance scores between the first plurality of interactions and the first interaction; and associating interactions of the first plurality of interactions to be relevant to the swap deal according to the determined first plurality of relevance scores. | 06-19-2014 |
20140149488 | SYSTEM AND METHOD FOR ENGAGING A MOBILE DEVICE - A system and method for engaging a mobile device. An event related to an application may be captured on a mobile device by code embedded in the application. Information related to the event may be sent to a server. A server may compute a next best action to take. A communication channel may be selected based on the event and based on a set of rules. A session may be established according to the selected communication channel. | 05-29-2014 |
20140146958 | SYSTEM AND METHOD FOR REAL-TIME PROCESS MANAGEMENT - A system and method for real-time process management. An attribute of a process currently performed may be related to a key performance indicator (KPI) threshold. A system may determine, in real-time, the KPI threshold was breached. An indication may be provided to, for example, a mobile device. Feedback related to an intervention of an expert may be received on the mobile device. | 05-29-2014 |
20140129299 | METHOD AND APPARATUS FOR DETECTION AND ANALYSIS OF FIRST CONTACT RESOLUTION FAILURES - The subject matter discloses a method for detection and analysis of first contact resolution failures comprising: obtaining a first plurality of digital representations, each digital representation of the first plurality is associated with a contact center interaction; determining a pair of digital representations that represent a pair of contact center interactions determined from the first plurality of digital representations according to metadata associated with the pair of contact center interactions; determining topics of each interaction of the determined pair of contact center interactions represented by the pair of digital representations; classifying the pair of contact center interactions as first contact resolution failure or first contact resolution interactions pair. | 05-08-2014 |
20140122311 | SYSTEM AND METHOD FOR DETERMINING A RISK ROOT CAUSE - A system and method for determining a risk root cause are provided. A first and second fraud related risk scores respectively associated with a first and second nodes may be determined. A relation strength value related to at least one relation between the first and second nodes may be determined. A relation strength value and a first and second node risk scores may be used to calculate a cluster risk score for a cluster including the first and second nodes. Other embodiments are described and claimed. | 05-01-2014 |
20140119438 | SYSTEM AND METHOD FOR RELATIVE STORAGE OF VIDEO DATA - System and method for compressing and decompressing of differentially encoded video streams. I-frames of the encoded video stream may be relatively compressed and decompressed, thereby reducing video data size of an already encoded video stream. Compression and decompression may be lossless processes and may typically require relatively low processing power and small memory sizes. | 05-01-2014 |
20140114891 | DISTRIBUTED SCALABLE INCREMENTALLY UPDATED MODELS IN DECISIONING SYSTEMS - In one embodiment, first weight information indicating a first set of delta values is obtained, where the first set of delta values includes a first delta value for each weight in a set of weights, the set of weights including a weight for each of a set of one or more parameters of a model. In addition, second weight information indicating a second set of delta values is obtained, where the second set of delta values includes a second delta value for each weight in the set of weights. Combined weight information including a combined set of delta values or a combined set of weights is generated based, at least in part, upon the first weight information and the second weight information. | 04-24-2014 |
20140106776 | METHOD AND SYSTEM FOR ESTIMATION OF MOBILE STATION VELOCITY IN A CELLULAR SYSTEM BASED ON GEOGRAPHICAL DATA - A system and method for estimating velocity of a mobile station in a wireless communication system using time-frequency signal processing and a geographical database. The geographical database is used for prediction of ray trajectory and ray power to provide an estimate of propagation delay associated with database points. | 04-17-2014 |
20140098954 | DIGITAL VIDEO PROTECTION FOR AUTHENTICITY VERIFICATION - A method for verifying the authenticity and integrity of an ordered sequence of digital video frames, without having access to the original recording, by embedding therein a respective series of digital signatures based on a secret key, or keys, and on the video content of respective frames. Signatures are camouflaged by embedding in transform coefficients of a transformed representation of the video data in parts of the frame corresponding to motion. If there is sufficient motion to contain all of the signature bits, a supplementary technique embeds in high-texture areas of a frame. A final fall-back is to embed in a pre-defined default zone. A method of predicting when supplementary embedding is needed enables the process to be applied in a single pass allowing real-time operation. Verification is done during decoding by comparing, for identity, embedded signatures with signatures calculated anew using the method employed to embed. | 04-10-2014 |
20140067373 | METHOD AND APPARATUS FOR ENHANCED PHONETIC INDEXING AND SEARCH - 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. | 03-06-2014 |
20140050309 | SYSTEM AND METHOD FOR REAL-TIME CUSTOMIZED AGENT TRAINING - A system, device and method is provided for handling customer-agent interactions. An unsuccessful interaction may be detected between a customer and a first agent unable to resolve a problem. A successful interaction may be detected between the customer and a second agent that resolves the problem. The first agent may be sent a report summarizing the successful interaction by the second agent. | 02-20-2014 |
20140049600 | METHOD AND SYSTEM FOR IMPROVING SURVEILLANCE OF PTZ CAMERAS - The subject matter discloses a method, comprising obtaining a scene from a video camera and defining at least one point of the scene; creating a first scene terrain model of the scene, said first scene terrain model comprises a typical human object size in pixels in said at least one point of the scene; creating a second scene model of the scene, said second model defines a false positive determination that said at least one point comprises a human object; wherein said second scene model is created when the scene does not contain a human object; obtaining an image of the scene, said image is captured by a video camera; determining whether the human object is detected at the at least one point of said captured image by applying said first scene terrain model and said second scene model on the least one point. | 02-20-2014 |
20140025376 | METHOD AND APPARATUS FOR REAL TIME SALES OPTIMIZATION BASED ON AUDIO INTERACTIONS ANALYSIS - The subject matter discloses a computerized method for sales optimization comprising: 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. | 01-23-2014 |
20130343731 | METHOD AND SYSTEM FOR UTILIZING STORAGE IN NETWORK VIDEO RECORDERS - The subject matter discloses a method, comprising obtaining a current retention time of storage associated with a digital recorder; obtaining current bitrates of channels used to transmit video captured by edge devices communicating with the digital recorder. The method then determines change in compression rates to be allocated to at least a portion of the channels according to the current retention time and the current bitrates and transmits the change in compression rates to be allocated to the channels to edge devices communicating with the digital recorder. The method can be implemented in a system in which several digital recorders use the same storage. | 12-26-2013 |
20130336137 | SYSTEM AND METHOD FOR SITUATION-AWARE IP-BASED COMMUNICATION INTERCEPTION AND INTELLIGENCE EXTRACTION - A system and method for monitoring Internet Protocol (IP) data traffic may include receiving IP data generated by a target device interacting on the Internet, determining at least one activity performed by the target device based on the IP data, wherein an activity describes an interaction on the Internet, and aggregating data describing the at least one activity into one or more chunks, each chunk corresponding to a portion of time and at least one activity performed by the targets. | 12-19-2013 |
20130315382 | SYSTEM AND METHOD FOR ROBUST CALL CENTER OPERATION USING MULTIPLE DATA CENTERS - A method of providing robust call center operation for an organization, based on a first data center with computerized components that provide service to the call center, including, receiving at a failover manager having a processor and memory, notification from a user to shut down components of the first data center providing service to the call center, shutting down or verifying non-functionality of the components of the first data center providing service to the call center, activating similar components from a second data center to replace functionality of the first data center, wherein the components of the first data center and the second data center are connected over a network, and updating references of the call center to access the components from the second data center instead of the components from the first data center. | 11-28-2013 |
20130142318 | PEER-TO-PEER TELEPHONY RECORDING - System and method for recording communication sessions in a peer-to-peer communication networks. A conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media. | 06-06-2013 |
20130057721 | AUTOMATIC CONTROL OF VISUAL PARAMETERS IN VIDEO PROCESSING - Embodiments of the invention are directed to a system and method for controlling visual parameters of a capturing device. The method includes analyzing a current frame of a received video signal captured by a capturing device and automatically adjusting visual parameters of the capturing device for a subsequent frame in a feedback process based on analysis of the current frame. The adjustment may reduce clipping and saturation in the subsequent frame. | 03-07-2013 |
20120296642 | METHOD AND APPRATUS FOR TEMPORAL SPEECH SCORING - A method and apparatus for speech analysis, comprising detecting an at least one temporal characteristic of an at least one speech of an at least one speaker, and deducing an at least one quantitative score from the at least one temporal characteristic, where the at least one quantitative score indicates an at least one extent of an at least one behavioral aspect of the at least one speaker. | 11-22-2012 |
20120215535 | METHOD AND APPARATUS FOR AUTOMATIC CORRELATION OF MULTI-CHANNEL INTERACTIONS - A method and apparatus for multi-channel categorization, comprising capturing a vocal interaction and a non-vocal interaction, using logging or capturing devices; retrieving a first word from the vocal interaction and a second word from the non-vocal interaction; assigning the vocal interaction into a first category using the first word; assigning the non-vocal interaction into a second category using the second word; and associating the first category and the second category into a multi-channel category, thus aggregating the vocal interaction and the non-vocal interaction. | 08-23-2012 |
20120209606 | METHOD AND APPARATUS FOR INFORMATION EXTRACTION FROM INTERACTIONS - Obtaining information from audio interactions associated with an organization. The information may comprise entities, relations or events. The method comprises: receiving a corpus comprising audio interactions; performing audio analysis on audio interactions of the corpus to obtain text documents; performing linguistic analysis of the text documents; matching the text documents with one or more rules to obtain one or more matches; and unifying or filtering the matches. | 08-16-2012 |
20120209605 | METHOD AND APPARATUS FOR DATA EXPLORATION OF INTERACTIONS - Retrieving data from audio interactions associated with an organization. Retrieving the data comprises: receiving a corpus containing interactions; performing natural language processing on a text document representing an interaction from the corpus; extracting at least one keyphrase from the text document; assigning a rank to the at least one keyphrase; modeling relations between at least two keyphrases using the rank; and identifying topics relevant for the organization from the relations. | 08-16-2012 |
20120155663 | FAST SPEAKER HUNTING IN LAWFUL INTERCEPTION SYSTEMS - A method for spotting an interaction in which a target speaker associated with a current index or current interaction speaks, the method comprising: receiving an interaction and an index associated with the interaction, the index associated with additional data; receiving the current interaction or current index associated with the target speaker; obtaining current data associated with the current interaction or current index; filtering the index using the additional data, in accordance with the current data associated with the current interaction or current index, and obtaining a matching index; and comparing the current index or a representation of the current interaction with the matching index to obtain a target speaker index. | 06-21-2012 |
20120116766 | METHOD AND APPARATUS FOR LARGE VOCABULARY CONTINUOUS SPEECH RECOGNITION - A method and apparatus combining the advantages of phonetic search such as the rapid implementation and deployment and medium accuracy, with the advantages of speech to text, including providing the full text of the audio and rapid search. | 05-10-2012 |
20120114314 | METHOD AND SYSTEM FOR UTILIZING STORAGE IN NETWORK VIDEO RECORDERS - The subject matter discloses a method, comprising obtaining a current retention time of storage associated with a digital recorder; obtaining current bitrates of channels used to transmit video captured by edge devices communicating with the digital recorder. The method then determines change in compression rates to be allocated to at least a portion of the channels according to the current retention time and the current bitrates and transmits the change in compression rates to be allocated to the channels to edge devices communicating with the digital recorder. The method can be implemented in a system in which several digital recorders use the same storage. | 05-10-2012 |
20110307258 | REAL-TIME APPLICATION OF INTERACTION ANLYTICS - 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. | 12-15-2011 |
20110307257 | METHODS AND APPARATUS FOR REAL-TIME INTERACTION ANALYSIS IN CALL CENTERS - 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. | 12-15-2011 |
20110282661 | METHOD FOR SPEAKER SOURCE CLASSIFICATION - A method for classifying a pair of audio signals into an agent audio signal and a customer audio signal. One embodiment relates to unsupervised training, in which the training corpus comprises a multiplicity of audio signal pairs, wherein each pair comprises an agent signal and a customer signal, and wherein it is unknown for each signal if it is by the agent or by the customer. Training is based on the agent signals being more similar to one another than the customer signals. An agent cluster and a customer cluster are determined. The input signals are associated with the agent or the customer according to the higher score combination of the input signals and the clusters. | 11-17-2011 |
20110208522 | METHOD AND APPARATUS FOR DETECTION OF SENTIMENT IN AUTOMATED TRANSCRIPTIONS - A method and apparatus for automatically detecting sentiment in interactions. The method and apparatus include training, in which a model is generated upon features extracted from training interactions and tagging information. and run-time in which the model is used towards detecting sentiment in further interactions. | 08-25-2011 |
20110206198 | METHOD, APPARATUS AND SYSTEM FOR CAPTURING AND ANALYZING INTERACTION BASED CONTENT - An apparatus and methods for capturing and analyzing customer interactions the apparatus comprising interaction information units, interaction meta-data information units associated with each of the interaction information units, a rule based analysis engine component for receiving the interaction information, an adaptive database, an interaction capture and storage component for capturing interaction information, a multi segment interaction capture device, an initial set up and calibration device and a pre processing and content extraction device. | 08-25-2011 |
20110004473 | APPARATUS AND METHOD FOR ENHANCED SPEECH RECOGNITION - A method and apparatus for improving speech recognition results for an audio signal captured within an organization, comprising: receiving the audio signal captured by a capturing or logging device; extracting a phonetic feature and an acoustic feature from the audio signal; decoding the phonetic feature into a phonetic searchable structure; storing the phonetic searchable structure and the acoustic feature in an index; performing phonetic search for a word or a phrase in the phonetic searchable structure to obtain a result; activating an audio analysis engine which receives the acoustic feature to validate the result and obtain an enhanced result. | 01-06-2011 |
20100246799 | METHODS AND APPARATUS FOR DEEP INTERACTION ANALYSIS - A method and apparatus for automatically sectioning an interaction into sections, in order to get more insight into interactions. The method and apparatus include training, in which a model is generated upon training interactions and available tagging information, and run-time in which the model is used towards sectioning further interactions. The method and apparatus operate on context units within the interaction, wherein each context unit is characterized by a feature vector relate to textual, acoustic or other characteristics of the context unit. | 09-30-2010 |
20100228656 | APPARATUS AND METHOD FOR FRAUD PREVENTION - The disclosed method and apparatus combine interactions and transactions in order to detect fraud acts or fraud attempts. In one embodiment, one or more interactions is correlated with one or more transactions, the interactions is and transactions features are combined, and features are extracted from the combined structure. The features are compared against one or more profiles, and a combined risk score is determined for the interactions or transactions. If the risk score exceeds a predetermined threshold, a preventive/corrective action can be taken. | 09-09-2010 |
20100161604 | APPARATUS AND METHOD FOR MULTIMEDIA CONTENT BASED MANIPULATION - An apparatus and methods for generating an ontology for a domain based on analysis performed on interactions captured in the domain. The analysis provides groups of concepts which are used as topics appearing or retrieved from the interactions are used as topics or concepts in the ontology. Concepts belonging to one group are indicated as connected within the ontology. The ontology can then be used in analyzing further interactions and provide meaning, content and relationships between concepts. | 06-24-2010 |
20100106499 | METHODS AND APPARATUS FOR LANGUAGE IDENTIFICATION - In a multi-lingual environment, a method and apparatus for determining a language spoken in a speech utterance. The method and apparatus test acoustic feature vectors extracted from the utterances against acoustic models associated with one or more of the languages. Speech to text is then performed for the language indicated by the acoustic testing, followed by textual verification of the resulting text. During verification, the resulting text is processed by language specific NLP and verified against textual models associated with the language. The system is self-learning, i.e., once a language is verified or rejected, the relevant feature vectors are used for enhancing one or more acoustic models associated with one or more languages, so that acoustic determination may improve. | 04-29-2010 |
20100088323 | METHOD AND APPARATUS FOR VISUALIZATION OF INTERACTION CATEGORIZATION - 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. | 04-08-2010 |
20100070276 | METHOD AND APPARATUS FOR INTERACTION OR DISCOURSE ANALYTICS - A method and apparatus for analyzing and segmenting a vocal interaction captured in a test audio source, the test audio source captured within an environment. The method and apparatus first use text and acoustic features extracted from the interaction with tagging information, for constructing a model. Then, at production time, text and acoustic features are extracted from the interactions, and by applying the model, tagging information is retrieved for the interaction, enabling analysis, flow visualization or further processing of the interaction. | 03-18-2010 |
20090292583 | METHOD AND APPARATUS FOR PREDICTING CUSTOMER CHURN - A method and apparatus for predicting customer churn from an organization. The method and apparatus determine an interaction churn score based on analyzing an interaction between the customer and the organization and related data. Optionally, the method and apparatus determine also a transactional churn score based on additional data related to the customer or the organization, and a combined churn score based on the interaction churn score and the transactional churn score. The interaction churn score is determined by assessing a categorization score for the interaction in association with one or more categories, and combining the categorization scores. Of further use is a retention offer mechanism for making a retention offer to the customer. | 11-26-2009 |
20090292541 | METHODS AND APPARATUS FOR ENHANCING SPEECH ANALYTICS - Methods and apparatus for the enhancement of speech to text engines, by providing indications to the correctness of the found words, based on additional sources besides the internal indication provided by the STT engine. The enhanced indications comprise sources of data such as acoustic features, CTI features, phonetic search and others. The apparatus and methods also enable the detection of important or significant keywords found in audio files, thus enabling more efficient usages, such as further processing or transfer of interactions to relevant agents, escalation of issues, or the like. The methods and apparatus employ a training phase in which word model and key phrase model are generated for determining an enhanced correctness indication for a word and an enhanced importance indication for a key phrase, based on the additional features. | 11-26-2009 |
20090043573 | METHOD AND APPARATUS FOR RECOGNIZING A SPEAKER IN LAWFUL INTERCEPTION SYSTEMS - A method and apparatus for identifying a speaker within a captured audio signal from a collection of known speakers. The method and apparatus receive or generate voice representations for each known speakers and tag the representations according to meta data related to the known speaker or to the voice. The representations are grouped into one or more groups according to the indices. When a voice to be recognized is introduced, characteristics are determined according to which the groups are prioritized, so that the representations participating only in part of the groups are matched against the o voice to be identified, thus reducing identification time and improving the statistical significance. | 02-12-2009 |
20090012826 | METHOD AND APPARATUS FOR ADAPTIVE INTERACTION ANALYTICS - A method and apparatus for revealing business or organizational aspects of an organization from interactions, broadcasts or other sources. The method and apparatus classify the interactions into predefined categories. Then additional processing is performed on interactions in one or more categories, and analysis is executed for revealing insights, trends, problems, causes for problems, and other characteristics within the one or more categories. | 01-08-2009 |
20090007263 | Method and Apparatus for Combining Traffic Analysis and Monitoring Center in Lawful Interception - A method and apparatus for integrating intercepted information with information obtained from an at least one data retention source, the method comprising receiving intercepted information from an interception source, receiving information from a data retention source, and analyzing the information received from the data retention source, in association with the intercepted information. The intercepted information can comprise meta data related to the intercepted communications, and/or the contents of the communication themselves. This enables a user such as a law enforcement agency to reveal possibly indirect connections between target entities s wherein the connections involve non-target entities. The method and apparatus combine interception and content analysis methodologies with traffic analysis techniques. | 01-01-2009 |
20080228296 | METHOD AND APPARATUS FOR GENERIC ANALYTICS - A method and apparatus for revealing business or organizational aspects of an organization in audio signals captured from interactions, broadcasts or other sources. The method and apparatus activate an efficient process to detect events within the audio signal, and then activate a more resource-consuming additional process around the detected events, thus enhancing efficiency of the process. The detected events and the output of the additional process are analyzed by an analysis process to reveal business aspects, terms, or other events in the audio signal. The analysis results, and possibly the events and output of the additional processing are optionally presented to a user. | 09-18-2008 |