Nice Ltd

Nexidia Inc.

Intel Corporation

Robert William Morris

Jon Augustus Arrowood

Peter S Cardillo

Marsal Gavalda

William Mark Finlay

Maria Michaela Kunin

Steven Richard Arnold

Katie Truong

Kenneth King Griggs

Mark Finlay

Brett Victor Forman

Michael E Deisher

Mark A Clements

John Willcutts

Zahi Karam

Neeraj Singh Verma

Mark Reich

Scott A Judy

A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

Systems and methods for detecting complaint interactions

A text search query including one or more words may be received. An ASR index created for an audio recording may be searched over using the query to produce ASR search results including words, each word associated with a confidence score. For each of the words in the ASR search results associated with a confidence score below a threshold (and in some cases having one or more preceding words in the ASR index and one or more subsequent words in the ASR index), a phonetic representation of the audio recording may be searched for the word having the confidence score below the threshold, where it occurs in the audio recording, possibly after the one or more preceding words and in the audio recording before the one or more subsequent words, to produce phonetic search results. Search results may be returned include ASR and phonetic results.

System and method for combining phonetic and automatic speech recognition search

Methods for detecting fraud include receiving a plurality of call interactions; extracting a voice print of a caller from each of the call interactions; determining which call interactions are associated with a single caller by comparing and matching pairs of voice prints of the call interactions; organizing the call interactions associated with a single caller into a group; and determining that a matching phrase was spoken by the single caller in a first call interaction and second call interaction in the group.

Analysis and matching of voice signals

A computer based system and method for assigning queries to topics and/or visualizing or analyzing query coverage may include, using a computer processor, searching, using a set of queries, over a set of text documents, to produce for each query a set of search results for the query. Each search result may include a subset of text from a text document of the set of text documents. For each query, a query vector may be calculated based on the set of search results for the query, and for each of a set of topics describing the set of text documents, a topic vector may be calculated. A report or visualization may be generated including the set of queries and the set of topics using the topic vectors and the query vectors.

Systems and methods for coverage analysis of textual queries

A method for providing coachable events for agents within a call center is provided. Behavior score waveforms for interactions and behaviors can be determined. Events can be identified in the behavior score waveforms within identified durations, and a relevancy of one or more events to one or more behaviors can be determined.

Systems and methods for providing coachable events for agents

Systems and methods for optimizing matched voice biometric passphrases may generate a set of k candidate passphrases; calculate a phonetic content of each candidate passphrase of the set of k candidate passphrases; at least one of during and after a voice biometric enrollment of a user, calculate a user phonetic content of a text-independent voiceprint of the user, wherein the text-independent voiceprint of the user was captured during the voice biometric enrollment; identify a subset of j passphrases from the set of k candidate passphrases, wherein each of the subset of j passphrases meets a match threshold in phonetic content with the voiceprint of the user; one of prior to and during a user authentication, select a first one of the subset of j passphrases; and present the selected first one of the subset of j passphrases to the user for use in the user authentication.

System and method for optimizing matched voice biometric passphrases

A system and method for detecting phonetically similar imposter phrases may include using automatic speech recognition (ASR) to search for a first phrase in a set of objects; producing a list of references by searching for the first phrase in the set of objects using phonetic search; using output produced by the ASR to determine whether or not a reference in the list points to a phrase that is the same as the first phrase; and if it is determined that the reference points to a second phrase that is different from the first phrase then marking the second phrase as a potential cause for a phrase search false positive.

System and method for detecting phonetically similar imposter phrases

A method for analysis of a set of media recordings includes, in a first processing stage, selecting a subset of the set of media recordings by performing a first processing of each media recording of the set of media recordings and in a second processing stage, performing a second processing of the subset of the set of media recordings, the second processing including extraction of information from the media recordings of the subset of the set of media recordings. The first processing of each media recording of the set of media recordings includes determining a characterization of the media recording, the characterization including at least a quantity characterizing a predicted performance of the second processing of the media recording.

Audio recording triage system

In a general aspect, an approach to query specification includes processing a query by identifying one or more terms and validating the terms using a first corpus of media elements. The result of the validation is used to form a modified query. In some examples, identifying the one or more terms is based on a second corpus of media elements, which may include a different type of media than the first corpus. In some examples, the validating of the terms includes accepting input from a user according to parts of the elements of the first corpus presented to the user.

Query generation using text and audio

In one aspect, a method for processing media includes accepting a query. One or more language patterns are identified that are similar to the query. A putative instance of the query is located in the media. The putative instance is associated with a corresponding location in the media. The media in a vicinity of the putative instance is compared to the identified language patterns and data characterizing the putative instance of the query is provided according to the comparing of the media to the language patterns, for example, as a score for the putative instance that is determined according to the comparing of the media to the language patterns.

Growing community of inventors

Decatur, GA, United States of America

Robert William Morris