Verint Americas Inc.

Verint Systems, Inc.

Oren Stern

Joseph Watson

Omer Ziv

James Gordon Nies

Galia Zacay

Christopher J Jeffs

Martin McCreesh

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.

A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.

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Alpharetta, GA, United States of America

Oren Stern