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Author

Barak Eilam

Bio: Barak Eilam is an academic researcher from NICE Systems. The author has contributed to research in topics: Audio mining & Analytics. The author has an hindex of 6, co-authored 7 publications receiving 351 citations.

Papers
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Patent
26 Jan 2006
TL;DR: In this paper, an apparatus and method for detecting a fraud or fraud attempt in a captured interaction is presented. But the method comprising a selection step in which interactions suspected as capturing fraud attempts are selected for further analysis, and assigned a first fraud probability, and a fraud detection step is scored against one or more voice prints, of the same alleged customer or of known fraudsters.
Abstract: An apparatus and method for detecting a fraud or fraud attempt in a captured interaction. The method comprising a selection step in which interactions suspected as capturing fraud attempts are selected for further analysis, and assigned a first fraud probability, and a fraud detection step in which the voice is scored against one or more voice prints, of the same alleged customer or of known fraudsters. The first fraud or fraud attempt probability is combined with the result of the scoring of the fraud detection step, to generate a total fraud or fraud attempt probability. If the total fraud or fraud attempt probability exceeds a threshold, a notification is issued. The selection, scoring and combination thereof are performed using user-defined rules and thresholds.

172 citations

Patent
07 May 2008
TL;DR: In this paper, a method and apparatus for predicting customer churn from an organization is proposed, which is based on analyzing an interaction between the customer and the organization and related data, and a combined churn score based on the interaction churn score and the transactional churn score is calculated by assessing a categorization score for the interaction in association with one or more categories.
Abstract: A method and apparatus for predicting customer churn from an organization. The method and apparatus determine an interaction churn score based on analyzing an interaction between the customer and the organization and related data. Optionally, the method and apparatus determine also a transactional churn score based on additional data related to the customer or the organization, and a combined churn score based on the interaction churn score and the transactional churn score. The interaction churn score is determined by assessing a categorization score for the interaction in association with one or more categories, and combining the categorization scores. Of further use is a retention offer mechanism for making a retention offer to the customer.

44 citations

Patent
25 Apr 2006
TL;DR: A system for automatic quality management regarding a level of conformity to a specific accent, including, a recording system, a statistical model database with statistical models representing speech data, a speech analysis system, and a quality management system, is described in this article.
Abstract: A system for providing automatic quality management regarding a level of conformity to a specific accent, including, a recording system, a statistical model database with statistical models representing speech data of different levels of conformity to a specific accent, a speech analysis system, a quality management system. Wherein the recording system is adapted to record one or more samples of a speakers speech and provide it to the speech analysis system for analysis, and wherein the speech analysis system is adapted to provide a score of the speakers speech samples to the quality management system by analyzing the recorded speech samples relative to the statistical models in the statistical model database.

43 citations

Patent
09 May 2007
TL;DR: In this article, a method and apparatus for revealing business or organizational aspects of an organization in audio signals captured from interactions, broadcasts or other sources is proposed, which activate an efficient process to detect events within the audio signal and then activate a more resource-consuming additional process around the detected events, thus enhancing efficiency of the process.
Abstract: A method and apparatus for revealing business or organizational aspects of an organization in audio signals captured from interactions, broadcasts or other sources. The method and apparatus activate an efficient process to detect events within the audio signal, and then activate a more resource-consuming additional process around the detected events, thus enhancing efficiency of the process. The detected events and the output of the additional process are analyzed by an analysis process to reveal business aspects, terms, or other events in the audio signal. The analysis results, and possibly the events and output of the additional processing are optionally presented to a user.

36 citations

Patent
02 Jul 2007
TL;DR: In this paper, a method and apparatus for revealing business or organizational aspects of an organization from interactions, broadcasts or other sources is presented, which classify the interactions into predefined categories and perform additional processing on interactions in one or more categories, and analysis is executed for revealing insights, trends, problems, causes for problems.
Abstract: A method and apparatus for revealing business or organizational aspects of an organization from interactions, broadcasts or other sources. The method and apparatus classify the interactions into predefined categories. Then additional processing is performed on interactions in one or more categories, and analysis is executed for revealing insights, trends, problems, causes for problems, and other characteristics within the one or more categories.

31 citations


Cited by
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Patent
06 Jan 2015
TL;DR: In this paper, a speech-to-text conversion of phone numbers spoken within a predetermined time of detecting data indicative of a three-way call event while monitoring a phone call from a prison inmate.
Abstract: In one aspect, the present invention facilitates the investigation of networks of criminals, by gathering associations between phone numbers, the names of persons reached at those phone numbers, and voice print data. In another aspect the invention automatically detects phone calls from a prison where the voiceprint of the person called matches the voiceprint of a past inmate. In another aspect the invention detects identity scams in prisons, by monitoring for known voice characteristics of likely imposters on phone calls made by prisoners. In another aspect, the invention automatically does speech-to-text conversion of phone numbers spoken within a predetermined time of detecting data indicative of a three-way call event while monitoring a phone call from a prison inmate. In another aspect, the invention automatically thwarts attempts of prison inmates to use re-dialing services. In another aspect, the invention automatically tags audio data retrieved from a database, by steganographically encoding into the audio data the identity of the official retrieving the audio data.

499 citations

Patent
12 Jan 2009
TL;DR: In this article, a method and system for accumulating and using images of individuals, and associated image-derived data, on an continuous basis to create recognition models that facilitate ongoing recognition of individuals in images or photo collections is presented.
Abstract: A method and system for accumulating and using images of individuals, and associated image-derived data, on an continuous basis to create recognition models that facilitate ongoing recognition of individuals in images or photo collections.

235 citations

Patent
25 Sep 2015
TL;DR: In this article, a secure telephone call management system is provided for authenticating users of a telephone system in an institutional facility, which is accomplished by using a personal identification number, biometric means, and/or radio frequency means.
Abstract: A secure telephone call management system is provided for authenticating users of a telephone system in an institutional facility. Authentication of the users of the telephone call management system is accomplished by using a personal identification number, biometric means, and/or radio frequency means. The secure telephone call management system includes accounting software capable of limiting access to the system based on funds in a user's account, and includes management software capable of implementing widespread or local changes to the system. The system monitors a conversation in the telephone call to detect a presence of a first characteristic in audio of the conversation, and terminates the telephone call if the first characteristic does not match a second characteristic of biometric information of a user or a called party.

204 citations

Patent
13 Jan 2012
TL;DR: In this paper, the authors provide techniques that quantize community interactions with social media to understand and influence consumer experiences, and demonstrate how to quantify community interactions in order to understand consumer experiences.
Abstract: Embodiments of the invention provide techniques that quantize community interactions with social media to understand and influence consumer experiences.

159 citations

Patent
17 May 2006
TL;DR: In this paper, a telephonic communication between a customer and a contact center is separated into at least first and second constituent voice data, and a linguistic-based psychological behavioral model is applied to each of the separated voice data.
Abstract: A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

157 citations