Showing papers by "NICE Systems published in 2015"

System and method for automatic language model generation

Abstract: A computer-implemented method of generating a language model. An embodiment of a system and method may include selecting a set of words from a transcription of an audio input, the transcription produced by a current language model. The set of words may be used to obtain a set of content objects. The set of content objects may be used to generate a new language model. The current language model may be replaced by the new language model.

System and method for voice print generation

Abstract: A computer-implemented method for enrolling in a database voice prints generated from audio streams may include receiving an audio stream of a communication session and creating a preliminary association between the audio stream and an identity of a customer that has engaged in the communication session based on identification information. The method may further include determining a confidence level of the preliminary association based on authentication information related to the customer and if the confidence level is higher than a threshold, sending a request to compare the audio stream to a database of voice prints of known fraudsters. If the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer and enrolling the voice print in a customer voice print database.

Bettering scores of spoken phrase spotting

Abstract: Embodiments of the disclosed subject matter include a system and method for improving a phrase spotting score The method may include providing a test speech and a transcription thereof, obtaining an input phrases in a textual form for spotting in the provided test speech, generating a phonetic transcription for the input phrase, and applying a classifying model to the phonetic transcription of the test speech according to a posterior probability feature and to a set of phrase spotting features related to the input phrase, the phrase spotting features selected from features extracted from a decoding process of the phrase, context-based features, and/or a combination thereof, thereby spotting the given phrase with a confidence score The classifying model is priorly trained for spotting the input phrase according to the posterior probability feature and to the plurality of phrase spotting features

System and method for automatic calculation of scene geometry in crowded video scenes

Abstract: A system or method for automatic calculation of scene geometry may include receiving, by a processor, a video stream including a plurality of video frames. A video frame may be divided into blocks, and a vertical vanishing point of the video stream may be determined based on a dominant orientation of detected edges in the blocks. A horizon and scale of the video stream may be estimated based on optical flow of pixels between two consecutive video frames. A set of human heads may be detected in a video frame of the video stream based on the estimated horizon and scale of the video stream.

Automated call classification

Abstract: A computing system is configured to categorize digital data records each relating to an interaction between a call center agent and a customer. The system includes a rules module to determine a first probability that a data record belongs to a category based one or more rules each rule defining a relationship between one or more features of the data record and the category; a probabilistic module to determine a second probability that the data record belongs to the category based on one or more probabilistic models of relationships between one or more of the features and the category; an arbitration module to determine whether or not the data record belongs to the category based on the first and second probabilities; and an action module to receive from the arbitration processor an indication that the interaction belongs to the category and to initiate an action appropriate to the category.

Call recording with screen and audio correlation

Abstract: Methods and systems are described for recording screen data and audio data relating to a call The screen recording session is initiated and terminated within the controller, based on correlation between audio data and screen data from the call, without requiring involvement with a controller or Computer Telephony Integration (CTI) layer

System and method for text normalization in noisy channels

Abstract: Systems and methods for text normalization in a plurality of noisy channels receive a text entry and channel origin data of the text entry; determine whether the text entry matches an in-vocabulary (IV) entry or whether the text entry is an out-of-vocabulary (OOV) entry; if the text entry is determined to have a matching IV entry, output the matching IV entry, and if the text entry is determined to be an OOV entry, implement a channel-specific error-type adapter framework based on the channel origin data, wherein the channel-specific error-type adapter framework is optimized for a specific channel from which the text entry originated; normalize the text entry using the channel-specific error-type adapter framework; and output one or more candidate normalized forms of the text entry.

Cross-language phoneme mapping for phonetic search keyword spotting in continuous speech of under-resourced languages

Abstract: As automatic speech recognition-based applications become increasingly common in a wide variety of market segments, thereis a growing need to support more languages. However, for many languages, the language resources needed to train speechrecognition engines are either limited or completely non-existent, and the process of acquiring or constructing new languageresources is both long and costly. This paper suggests a methodology that enables Phonetic Search Keyword Spotting to beimplemented in a large speech database of any given under-resourced language using cross-language phoneme mappings toanother language. The phoneme mapping enables a speech recognition engine from a sufficiently resourced and well-trainedsource language to be used for phoneme recognition in the new target language. The keyword search is then performed overa lattice of target language phonemes. Three cross-language phoneme mapping techniques are examined: knowledge-based,data-driven and phoneme recognition performance-based. The results suggest that Phonetic Search Keyword Spotting basedon the cross-language phoneme mapping approach proposed herein can serve as a quick initial solution for validating keywordspotting applications in new, under-resourced languages.

System and method for phonetic search over speech recordings

Abstract: A system and method for searching for an element in speech related documents may include transcribing a set of speech recordings to a set of phoneme strings and including the phoneme strings in a set of phonetic transcriptions. A system and method may reverse-index the phonetic transcriptions according to one or more phonemes such that the one or more phonemes can be used as a search key for searching the phoneme in the phonetic transcriptions. A system and method may transcribe a textual search term into a set of search phoneme strings and use the set of search phoneme strings to search for an element in the set of phonetic transcriptions.

System and method for sentiment lexicon expansion

Abstract: Systems and methods for sentiment lexicon expansion receive at least a domain specific corpus comprising a plurality of words, and a generic sentiment lexicon; parse the plurality of words in the domain specific corpus into a plurality of dependency relations; identify, using one or more syntactic dependency rules and at least one of the plurality of dependency relations, a set of one or more sentiment candidates in the domain specific corpus; filter from the set of one or more sentiment candidates any sentiment candidate having an expected performance below a predefined threshold; sample the filtered set of one or more sentiment candidates to be used in a qualitative evaluation; and, for each sentiment candidate that passes the qualitative evaluation, add the sentiment candidate to the generic sentiment lexicon.

Analyzing and automating work-flow in a computerized user-interface

Abstract: A computerized method for evaluating operational behavior on a computer is disclosed, comprising activating in the computer a code that intercepts events of operations on a user-interface of the computer and acquires data of the events, providing the data of the events to a computerized apparatus that automatically analyzes the data of the events by employing a pattern recognition algorithm that consequently identifies inefficient operations, summarizing and adapting for manual evaluation information related to the inefficient operations, and visually presenting on a presentation device the summarized and adapted information related to the inefficient operations to accomplish an objective and a computerized system for carrying out the computerized method.

Concurrent recordings of telephonic interactions

Abstract: A method comprising that in response to a beginning of a telephonic interaction in a local telephony system concurrently activating recordations of the telephonic interaction in a plurality of recorders operative parallelly and independently to obtain a plurality of recordings of the interaction corresponding to the plurality of recorders, and further in response to an ending of the telephonic interaction in the local telephony system concurrently terminating the recordations of the telephonic interaction in the plurality of the recorders, thereby providing the plurality of recordings of the interaction corresponding to the plurality of recorders, and subsequently selecting at least one recording among the plurality of the recordings of the interaction based on acquired data related to the quality of recordings associated the recordations, and an apparatus for performing the same.

Device, system and method for summarizing agreements

Abstract: A computerized system for summarizing agreements between two or more parties, comprises one or more processors. The processors may be configured to capture data relating to the agreement, such as agent screen data during an interaction with a customer. The data may be captured in successive capture operations each in response to an event, such as an agent key press or data entry. The captured data may be used to prepare a continuous text summarizing the agreement. An audio summary of the agreement may be derived from the text and played to at least one of the parties.

Transaction tracking and display

Abstract: A transaction tracking system includes a display that permits viewing the relationship between related transactions. In the display, individual transactions are depicted as transaction icons sorted in time order horizontal rows according to order ID.