Nice Systems Ltd.

Other

Ezra Daya

Oren Pereg

Moshe Wasserblat

Yuval Lubowich

Tzach Ashkenazi

Eyal Hurvitz

Dan Eylon

Moshe Avlagon

Gudmundur Kristjansson

Cromwell Fraser

Yaron Morgenstern

Dimitri Volsky

Zvika Moretzky

Ohad Pollak

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.

Method and apparatus for detection and analysis of first contact resolution failures

A system and method for adapting a language model to a specific environment by receiving interactions captured the specific environment, generating a collection of documents from documents retrieved from external resources, detecting in the collection of documents terms related to the environment that are not included in an initial language model and adapting the initial language model to include the terms detected.

Method and system for automatic domain adaptation in speech recognition applications

A system and method for identifying an author of a social media interaction. A social media profile may be received for a user interacting in a social media interaction in a social media environment. The social media profile may include identification parameter(s) defining personal information registered to the user in the social media environment and content parameter(s) defining content of the user's social media interaction. For each of a plurality of customers registered in a contact center environment, a contact center profile may be received for the customer including identification parameter(s) defining personal information registered to the customer in the contact center environment and content parameter(s) defining content of the customer's past contact center interactions. The user's social media profile and customer's contact center profile may be compared to determine if the social media user and contact center customer have the same identity.

System and method for identifying customers in social media

A computerized method for sales optimization including 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.

Predicting a sales success probability score from a distance vector between speech of a customer and speech of an organization representative

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.

Methods and apparatus for deep interaction analysis

A transaction verification system and method may include receiving an interaction record describing communications between parties regarding a transaction event. The interaction record may include interactions having multiple communication formats. Transaction data describing transaction parameters input into a trading system during the transaction even may be compared to the interaction record. A matching score may be calculated that indicates a level of similarity between the interaction record and the transaction data. The matching score may be calculated for multiple of transaction events in an interaction log, and an interaction log score may be calculated.

Method and apparatus for transaction verification

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.

Growing community of inventors

Petah-Tiqwa, Israel

Ezra Daya