Showing papers by "NICE Systems published in 2011"

System and method for flexible speech to text search mechanism

Abstract: A system and method for receiving an initial search entry to search text data. The text data may be, for example, an N word lattice, transcribed by a text to speech engine. The difference between the initial search entry and one or more entries in the dictionary may be measured. One or more similar entries may be selected from the dictionary that have the smallest measures of difference to the initial search entry. The text data may be searched for the one or more selected similar entries. Each of the searched similar entries found in the text data may be displayed as a search result.

System and method for predicting customer churn

Abstract: A computerized method of predicting customer churn from an organization, including: receiving at a computer server a recorded customer interaction with an agent of the organization; analyzing the received customer interaction to extract basic features that provide an indication regarding the churn probability of the customer; extracting the entity information of the customer from the recorded interaction; retrieving from a database accessible by the server previous interactions for the same entity and extracting advanced features that provide an indication regarding the churn probability of the customer by comparing multiple interactions of the same entity; predicting a churn probability for the received interaction by applying a statistical customer churn model to the extracted basic features and extracted advanced features; and wherein the interaction and the previous interactions are recordable from more than one type of communication channel by which the customer can communicate with the organization.

Method and apparatus for temporal speech scoring

Abstract: A method and apparatus for speech analysis, comprising detecting an at least one temporal characteristic of an at least one speech of an at least one speaker, and deducing an at least one quantitative score from the at least one temporal characteristic, where the at least one quantitative score indicates an at least one extent of an at least one behavioral aspect of the at least one speaker

System and method for developing and testing logic in a mock-up environment

Abstract: A system and method is provided for generating logic to automate target applications. The logic may be programmed in a virtual environment using mock-up screen elements that mimic the behavior of real screen elements in the target applications environments. The programmed logic may be executed in a computer system using the real screen elements in the target applications environments. The operating environment may be switched between the virtual environment in a mock-up mode and the target applications environment in a real mode.

Method and apparatus for automatic correlation of multi-channel interactions

Abstract: A method and apparatus for multi-channel categorization, comprising capturing a vocal interaction and a non-vocal interaction, using logging or capturing devices; retrieving a first word from the vocal interaction and a second word from the non-vocal interaction; assigning the vocal interaction into a first category using the first word; assigning the non-vocal interaction into a second category using the second word; and associating the first category and the second category into a multi-channel category, thus aggregating the vocal interaction and the non-vocal interaction.

Method and apparatus for information extraction from interactions

Abstract: Obtaining information from audio interactions associated with an organization. The information may comprise entities, relations or events. The method comprises: receiving a corpus comprising audio interactions; performing audio analysis on audio interactions of the corpus to obtain text documents; performing linguistic analysis of the text documents; matching the text documents with one or more rules to obtain one or more matches; and unifying or filtering the matches.

Method and apparatus for data exploration of interactions

Abstract: Retrieving data from audio interactions associated with an organization. Retrieving the data comprises: receiving a corpus containing interactions; performing natural language processing on a text document representing an interaction from the corpus; extracting at least one keyphrase from the text document; assigning a rank to the at least one keyphrase; modeling relations between at least two keyphrases using the rank; and identifying topics relevant for the organization from the relations.

Cellular location in urban environment using ray tracing

Abstract: The paper discusses the problem of location a mobile cellular terminal within an urban, multipath-rich environment, using available geographical information such as terrain and building maps. The method suggested in the paper is the use of ray tracing in order to characterize the propagation environment. The paper focuses on single antenna location, namely a trilateration — based algorithm and suggests using a two stage algorithm — coarse and fine location in order to avoid ambiguities and control the location geometry. The main purpose of the paper is to present the problems encountered in implementation including inaccuracies in the geographical and network databases, signal fading, measurement accuracy, location ambiguity and geometric depletion of precision (GDOP). The paper presents a preliminary analysis and simulation of the suggested algorithm

Measurement campaign to determine and validate outdoor to indoor penetration models for GSM signals in various environments

Abstract: The paper describes a measurement campaign of GSM signals outdoor — indoor penetration loss in various environments. The measurements were performed using a standard GSM handset as a receiver. The campaign took place at several different locations and included rural, suburban, urban and dense urban environments. Various measurements were made at each point and at a variety of points within each building. The measurements were compared to planning tool predictions which uses free space and multiple diffraction models for the outdoor portion of the path, and to different penetration models, such as building penetration loss and COST-231 models. The later were shown to provide quite good predictions.