Verint Americas Inc.

Martin McCreesh

Joseph Watson

James Gordon Nies

Oren Stern

Christopher Jerome Schnurr

Frank Maurer

Systems and methods of automated personalized guidance include the evaluation of interaction content data. At least one automated guidance is assigned to an agent based upon the evaluation. The automated guidance is defined by at least one interaction type and at least one guidance trigger. Interaction content data is monitored to identify instances of the interaction type and the guidance trigger. Upon identification of the interaction type and the guidance trigger, the automated guidance is automatically provided. The automated guidance is then evaluated based upon the interaction content data.

Use of analytics methods for personalized guidance

Systems and methods of automated personalized guidance include the evaluation of interaction content data. At least one automated guidance is assigned to an agent based upon the evaluation. The automated guidance is defined by at least one interaction type and at least one guidance trigger. Interaction content data is monitored to identify instances of the interaction type and the guidance trigger. Upon identification of the interaction type and the guidance trigger, the automated guidance is automatedly provided. The automated guidance is then evaluated based upon the interaction content data.

Embodiments disclosed herein provide systems and methods for processing events using existing computer event capture modules. In a particular embodiment, a method provides a primary event module communicating with an operating system to detect application events generated by user input and processing the application events to determine if a primary event has occurred. The method further provides a secondary event module communicating with the primary event module to obtain an indication of the application events detected by the primary event module and processing the application events to determine if a secondary event has occurred.

Event processing using existing computer event capture modules

Methods, programs, and systems for classifying and monitoring user-computer interactions include monitoring keystroke characteristics, mouse characteristics, and application frequency and garnering associated data. Metrics associated with the monitored data are then analyzed and used for a several business and security applications: Security-Impersonation, Security-Profiling, Business-Training, and Business-Application Development. The methods of the present disclosure enable greater insight into user-computer interactions.

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Dunleer, Ireland

Martin McCreesh