Verint Americas Inc.

David Warren Singer

Daniel Thomas Spohrer

Marc Adam Calahan

Damian Smith

Christopher Jerome Schnurr

Tim McCurry

Gary Andrew Duke

Padraig Carberry

Jeremy Robert Roderick

Paul Michael Munro

Brian Patrick Carman

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

Growing community of inventors

Indianapolis, IN, United States of America

David Warren Singer