Patent application number | Description | Published |
20090282012 | LEVERAGING CROSS-DOCUMENT CONTEXT TO LABEL ENTITY - Entities, such as people, places and things, are labeled based on information collected across a possibly large number of documents. One or more documents are scanned to recognize the entities, and features are extracted from the context in which those entities occur in the documents. Observed entity-feature pairs are stored either in an in-memory store or an external store. A store manager optimizes use of the limited amount of space for an in-memory store by determining which store to put an entity-feature pair in, and when to evict features from the in-memory store to make room for new pairs. Feature that may be observed in an entity's context may take forms such as specific word sequences or membership in a particular list. | 11-12-2009 |
20090313115 | SPONSORED SEARCH DATA STRUCTURE - A system that facilitates selecting advertisements that match a search query is described herein. The system includes a search query receiver component that receives a search query including keywords. The system also includes a match component that uses an associative data structure to identify in the associative data structure one or more data nodes that are associated in the associative data structure with respective unique keys corresponding to respective one or more hashes of combinations of the keywords in the search query. For each identified data node, the match component selects advertisements associated with bid phrases stored in the identified data node that respectively only include keywords included in the search query. | 12-17-2009 |
20090327223 | QUERY-DRIVEN WEB PORTALS - The described implementations relate to query portals. One technique analyzes search results generated by a web search engine responsive to a user search query. The technique also dynamically generates a query portal that lists the search results as well as entities identified from the search results. | 12-31-2009 |
20100299350 | CLICK-THROUGH PREDICTION FOR NEWS QUERIES - Described is estimating whether an online search query is a news-related query, and if so, outputting news-related results in association with other search results returned in response to the query. The query is processed into features, including by accessing corpora that corresponds to relatively current events, e.g., recently crawled from news and blog articles. A corpus of static reference data, such as an online encyclopedia, may be used to help determine whether the query is less likely to be about current events. Features include frequency-related data and context-related data corresponding to frequency and context information maintained in the corpora. Additional features may be obtained by processing text of the query itself, e.g., “query-only” features. | 11-25-2010 |
20110125791 | QUERY CLASSIFICATION USING SEARCH RESULT TAG RATIOS - Techniques are described herein for classifying a search query with respect to query intent using search result tag ratios. A tag is a character or a combination of characters (e.g., one or more words) that indicates a property of a document, such as a topic of the document, a type of entity (i.e., subject matter) the document references, etc. A search result tag ratio is defined as a fraction (e.g., a proportion, a percentage, etc.) of the documents in a search result that includes a respective tag. A search query may be classified based on back-off ratios, which are tag ratios of search queries that are related to the search query to be classified. Tag ratios may be pre-computed (i.e., calculated before the corresponding search queries are received from users). | 05-26-2011 |
20130268520 | Incremental Visualization for Structured Data in an Enterprise-level Data Store - The subject disclosure is directed towards simulating query execution to provide incremental visualization for a global data set. A data store may be configured for searching at least a portion of a global data set being stored at an enterprise-level data store. In response to a user-issued query, partial query results are provided to a front-end interface for display to the user. The front-end interface also provides statistical information corresponding to the partial query results in relation to the global data set, which may be used to determine when a current set of query results becomes acceptable as a true/accurate estimate. | 10-10-2013 |
20140244604 | PREDICTING DATA COMPRESSIBILITY USING DATA ENTROPY ESTIMATION - The subject disclosure is directed towards predicting compressibility of a data block, and using the predicted compressibility in determining whether a data block if compressed will be sufficiently compressible to justify compression. In one aspect, data of the data block is processed to obtain an entropy estimate of the data block, e.g., based upon distinct value estimation. The compressibility prediction may be used in conjunction with a chunking mechanism of a data deduplication system. | 08-28-2014 |
Patent application number | Description | Published |
20100122178 | AUTOMATIC, PERSONALIZED ONLINE INFORMATION AND PRODUCT SERVICES - A method for providing automatic, personalized information services to a computer user includes the following steps: transparently monitoring user interactions with data during normal use of the computer; updating user-specific data files including a set of user-related documents; estimating parameters of a learning machine that define a User Model specific to the user, using the user-specific data files; analyzing a document to identify its properties; estimating the probability that the user is interested in the document by applying the document properties to the parameters of the User Model; and providing personalized services based on the estimated probability. Personalized services include personalized searches that return only documents of interest to the user, personalized crawling for maintaining an index of documents of interest to the user; personalized navigation that recommends interesting documents that are hyperlinked to documents currently being viewed; and personalized news, in which a third party server customized its interaction with the user. The User Model includes continually-updated measures of user interest in words or phrases, web sites, topics, products, and product features. The measures are updated based on both positive examples, such as documents the user bookmarks, and negative examples, such as search results that the user does not follow. Users are clustered into groups of similar users by calculating the distance between User Models. | 05-13-2010 |
20130073390 | AUTOMATIC, PERSONALIZED ONLINE INFORMATION AND PRODUCT SERVICES - A method for providing automatic, personalized information services to a computer user includes the following steps: transparently monitoring user interactions with data during normal use of the computer; updating user-specific data files including a set of user-related documents; estimating parameters of a learning machine that define a User Model specific to the user, using the user-specific data files; analyzing a document to identify its properties; estimating the probability that the user is interested in the document by applying the document properties to the parameters of the User Model; and providing personalized services based on the estimated probability. Personalized services include personalized searches that return only documents of interest to the user, personalized crawling for maintaining an index of documents of interest to the user; personalized navigation that recommends interesting documents that are hyperlinked to documents currently being viewed; and personalized news, in which a third party server customized its interaction with the user. | 03-21-2013 |
20140188475 | FAST OUT-OF-VOCABULARY SEARCH IN AUTOMATIC SPEECH RECOGNITION SYSTEMS - A method including: receiving, on a computer system, a text search query, the query including one or more query words; generating, on the computer system, for each query word in the query, one or more anchor segments within a plurality of speech recognition processed audio files, the one or more anchor segments identifying possible locations containing the query word; post-processing, on the computer system, the one or more anchor segments, the post-processing including: expanding the one or more anchor segments; sorting the one or more anchor segments; and merging overlapping ones of the one or more anchor segments; and searching, on the computer system, the post-processed one or more anchor segments for instances of at least one of the one or more query words using a constrained grammar. | 07-03-2014 |
20140337072 | ACTIONABLE WORKFLOW BASED ON INTERACTION ANALYTICS ANALYSIS - A system and method for analyzing interactions between end users and contact center agents, and for generating work items. An interaction analytics server analyzes contact center interactions, continuously or in batches, for characteristics including topics, sentiment, satisfaction, and business outcome, and delivers the results to an intelligent workload distribution server, which generates one or more work items for assignment to suitably skilled agents or stakeholders. | 11-13-2014 |
20150032452 | SYSTEM AND METHOD FOR DISCOVERING AND EXPLORING CONCEPTS - A method for identifying concepts in a plurality of interactions includes: filtering, on a processor, the interactions based on intervals; creating, on the processor, a plurality of sentences from the filtered interactions; computing, on the processor, a saliency of each the sentences; pruning away, on the processor, sentences with low saliency for generating a set of informative sentences; clustering, on the processor, the sentences of the set of informative sentences for generating a plurality of sentence clusters, each of the clusters corresponding to a concept of the concepts; computing, on the processor, a saliency of each of the clusters; and naming, on the processor, each of the clusters. | 01-29-2015 |
20150032746 | SYSTEM AND METHOD FOR DISCOVERING AND EXPLORING CONCEPTS AND ROOT CAUSES OF EVENTS - A method for determining a cause of events detected in a plurality of interactions includes: identifying, on a processor, a plurality of elements in the interactions; detecting, on the processor, a plurality of sequences of elements in the interactions; mining, on the processor, the plurality of sequences for generating a set of supported patterns; computing, on the processor, association rules from the set of supported patterns; and returning the computed association rules. | 01-29-2015 |
20150117632 | SYSTEM AND METHOD FOR PERFORMANCE-BASED ROUTING OF INTERACTIONS IN A CONTACT CENTER - A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent. | 04-30-2015 |
20150120289 | PREDICTING RECOGNITION QUALITY OF A PHRASE IN AUTOMATIC SPEECH RECOGNITION SYSTEMS - A method for predicting a speech recognition quality of a phrase comprising at least one word includes: receiving, on a computer system including a processor and memory storing instructions, the phrase; computing, on the computer system, a set of features comprising one or more features corresponding to the phrase; providing the phrase to a prediction model on the computer system and receiving a predicted recognition quality value based on the set of features; and returning the predicted recognition quality value. | 04-30-2015 |
20150194149 | GENERALIZED PHRASES IN AUTOMATIC SPEECH RECOGNITION SYSTEMS - A method for generating a suggested phrase having a similar meaning to a supplied phrase in an analytics system includes: receiving, on a computer system comprising a processor and memory storing instructions, the supplied phrase, the supplied phrase including one or more terms; identifying, on the computer system, a term of the phrase belonging to a semantic group; generating the suggested phrase using the supplied phrase and the semantic group; and returning the suggested phrase. | 07-09-2015 |
20150201077 | COMPUTING SUGGESTED ACTIONS IN CALLER AGENT PHONE CALLS BY USING REAL-TIME SPEECH ANALYTICS AND REAL-TIME DESKTOP ANALYTICS - A method for generating a recommended action during a voice interaction in a contact center includes: analyzing in real time, on a computer system including a processor and memory storing instructions, audio data of the voice interaction; detecting, on the computer system, events from the audio data; identifying, on the computer system, a plurality of identified features corresponding to the detected events; supplying, on the computer system, the identified features to a statistical model; and identifying, on the computer system and using the statistical model and the identified features, the recommended action from a plurality of actions. | 07-16-2015 |
20150254679 | VENDOR RELATIONSHIP MANAGEMENT FOR CONTACT CENTERS - A method includes: receiving, on a processor, data associated with an interaction between a user and a first enterprise; applying, by the processor, a rule of a template based on the data; identifying, by the processor and using the rule of the template, a second enterprise; and transmitting, by the processor, the data to the second enterprise in accordance with the rule. | 09-10-2015 |
20150256677 | CONVERSATION ASSISTANT - An apparatus includes: a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and receive information regarding the interaction after termination of the interaction with the contact center. | 09-10-2015 |
20150347951 | MULTI-TENANT BASED ANALYTICS FOR CONTACT CENTERS - Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison. | 12-03-2015 |
20150348163 | SYSTEM AND METHOD FOR PROVIDING DYNAMIC RECOMMENDATIONS BASED ON INTERACTIONS IN RETAIL STORES - An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store. | 12-03-2015 |
20150350435 | SYSTEM AND METHOD FOR BRIDGING ONLINE CUSTOMER EXPERIENCE - A system and method for aggregating a customer's anonymous online experience and associating it to the customer once the customer is known. A server monitors and aggregates data on anonymous interactions between a customer and a website. The collected data is stored in a data store in association with a code. The server detects occurrence of a trigger event as the data is collected, and the code is provided to the customer in response to detecting the trigger event. When the customer presents the code at the retail store, a retail store device sends a message including the code to the server. The retail store device also provides other identification information of the customer. The server may then associate the anonymous data to customer based on the identification information. | 12-03-2015 |