Verint Americas Inc.

Verint Systems, Inc.

Daniel Thomas Spohrer

David Warren Singer

Marc Adam Calahan

Jamie Richard Williams

Damian Smith

Christopher Jerome Schnurr

Gary Andrew Duke

Tim McCurry

Padraig Carberry

Jeremy Robert Roderick

Paul Michael Munro

Brian Patrick Carman

Thomas Z Dong

Vijay Srinivasa

Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.

Method and system for virtual assistant conversations

Real-time speech analytics (RTSA) provides maintaining real-time speech conditions, rules, and triggers, and real-time actions and alerts to take. A call between a user and an agent is received at an agent computing device. The call is monitored to detect in the call one of the real-time speech conditions, rules, and triggers. Based on the detection, at least one real-time action and/or alert is initiated.

Combination of real-time analytics and automation

Systems and methods are provided to stop both external and internal fraud, ensure correct actions are being followed, and information is available to fraud teams for investigation. The system includes components that can address: 1) behavioral analytics (ANI reputation, IVR behavior, account activity)&#x2014;this gives a risk assessment event before a call gets to an agent; 2) fraud detection&#x2014;the ability to identify, in real time, if a caller is part of a fraudster cohort' and alert the agent and escalate to the fraud team; 3) identity authentication&#x2014;the ability to identify through natural language if the caller is who they say they are; and 4) two factor authentication&#x2014;the ability to send a text message to the caller and automatically process the response and create a case in the event of suspected fraud.

Systems and methods for authentication and fraud detection

Included are systems and methods for capturing screen data. At least one embodiment of a method includes receiving an indication of a communications session, wherein the communication session is associated with screen data and determining screen data to capture. Some embodiments include capturing data related to the screen data and uploading the captured data to a remote location.

Distributive data capture

Systems and methods for recording an encrypted contact center interaction.

Systems and methods for recording an encrypted interaction

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Alpharetta, GA, United States of America

Daniel Thomas Spohrer