Verint Americas Inc.

Other

Caterpillar Inc.

Michael Johnston

Neil Eades

Ashish Sood

David P Smith

David J Carlson

Mark R Coppley

The present application includes a method and system for developing a common inquiry response. The system receives at least one customer contact formed by an inquiry and its response, analyzes the customer contact to determine the content of the inquiry and the response, and stores the inquiry and the response in a corresponding inquiry-response sub-database in an inquiry-response database. After analyzing at least one of the sub-databases, the system assigns a common inquiry-response (CIR) knowledge document to that inquiry-response sub-database for future use involving similar inquiries and responses. This allows a user to respond more quickly to inquiries with a reduced risk of incorrect or inconsistent information in the response.

System and method for developing a common inquiry response

The present invention allows a CEC system to automatedly track the use, storage, access, and modification of sensitive information/data in the system through desktop monitoring. Further, through desktop, video, and audio monitoring of CSRs the system can automatedly determine the improper use, access, storage, and modification of sensitive information by implementing sensitive data use rules that allow a system to be specialized for the user. Finally, the system can automatedly determine and implement violation actions for the improper use, storage, access, and manipulation of sensitive information. This provides an intelligent system capable of locating all sensitive data in the system and regulating the use, access, and storage of sensitive data in the system.

System and method of automated determination of use of sensitive information and corrective action for improper use

An orthodontic hybrid bracket having a body dimensioned and adapted to engage a plurality of surfaces of a posterior tooth, wherein the body terminates proximal of the distal surface of the posterior tooth.

Orthodontic hybrid bracket

The present invention allows for the capture and sentiment analysis of text the customer inputs into a chat, but never actually sends to the customer service representative (ghost text). The system captures this ghost text with a ghost capture system (GCS) software module. The GCS module analyzes the ghost text to generate metadata. The ghost text and metadata are used by a sentiment analysis engine to apply appropriate sentiment to the ghost text. The sentiment and ghost text are routed to a customer service representative (CSR). This provides the customer service agent with additional detail and information about a customer's emotions during a text chat conversation, allowing the CSR to determine a court of interaction not only based on the customer's response, but also based on the ghost text and the sentiment from the ghost text.

System and method for sentiment analysis of chat ghost typing

The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system correlates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.

System and method of sentiment modeling and application to determine optimized agent action

The present application includes a method and system for gathering customer information through games. The system transmits offers to play games over the contact medium used by the customer. The games are selected to elicit information from the customer; information ranging from the customer's mood to marketing information to security information. The information so obtained can be used to update client profiles.

System and method for information gathering games for customer queues

The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system corelates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.

An orthodontic brace system includes brackets having a diamond-shaped tie-wing configuration that defines two parallel, horizontal slots, each of which is adapted to receive an archwire. Each slot is angled with respect to the base of the bracket to produce a specific, maximum torque value, and generally, the maximum torque value of the gingival slot is less than the maximum torque value of the incisal slot. The brackets provide multiple force vectors in different directions simultaneously, which decreases the amount of time required for a patient to wear braces, reduces the number of costly and time consuming visits to an orthodontist, and reduces time and effort required of an orthodontist for installation and adjustment of the braces on a per visit basis. A self-ligating bracket with a sliding door is disclosed in another embodiment.

Growing community of inventors

Alpharetta, GA, United States of America

Michael Johnston