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Interactive Intelligence Inc patents


Recent patent applications related to Interactive Intelligence Inc. Interactive Intelligence Inc is listed as an Agent/Assignee. Note: Interactive Intelligence Inc may have other listings under different names/spellings. We're not affiliated with Interactive Intelligence Inc, we're just tracking patents.

ARCHIVE: New 2018 2017 2016 2015 2014 2013 2012 2011 2010 2009 | Company Directory "I" | Interactive Intelligence Inc-related inventors


Technologies for monitoring interaction between customers and agents using sentiment detection

Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. ... Interactive Intelligence Inc

System and method for speech-based interaction resolution

A method for automatically retrieving documents based on customer speech received at a contact center of an organization includes: receiving, by a processor, at the contact center of the organization, speech from a customer; performing, by the processor, automatic speech recognition on the received speech to generate recognized text; generating, by the processor, a search query from the recognized text; searching, by the processor, a knowledge base specific to the organization for one or more documents relevant to the search query; and returning, by the processor, the one or more documents relevant to the search query.. . ... Interactive Intelligence Inc

Methods for the encoding of participants in a conference

A system and method are presented for the encoding of participants in a conference setting. In an embodiment, audio from conference participants in a voice-over-ip setting may be received and processed by the system. ... Interactive Intelligence Inc

System and method for managing contact center system

In a method for managing a contact center, the method includes: receiving, by a processor, a first incoming communication from a communication device associated with a customer; determining, by the processor, the first incoming communication should not be routed to any agents from among a first group of agents; routing, by the processor, the first incoming communication to an electronic device operated by an agent from among a second group of agents; monitoring, by the processor, an outcome of an interaction between the agent and the customer; determining, by the processor, a quality level for the agent in handling the interaction with respect to the first incoming communication; and routing, by the processor, a second incoming communication to the second agent based on the quality level for the agent in handling the interaction with respect to the second incoming communication.. . ... Interactive Intelligence Inc

System and method for neural network based feature extraction for acoustic model development

A system and method are presented for neural network based feature extraction for acoustic model development. A neural network may be used to extract acoustic features from raw mfccs or the spectrum, which are then used for training acoustic models for speech recognition systems. ... Interactive Intelligence Inc

System and method for outlier identification to remove poor alignments in speech synthesis

A system and method are presented for outlier identification to remove poor alignments in speech synthesis. The quality of the output of a text-to-speech system directly depends on the accuracy of alignments of a speech utterance. ... Interactive Intelligence Inc

System and method for routing social expressions

A method of routing social media communication in a contact center system supporting an organization includes receiving, by a processor, a plurality of communications by one or more users from one or more social media platforms, determining, by the processor, valuation scores for the communications, filtering, by the processor, the communications based on a criteria, reorganizing, by the processor, the filtered communications based on the valuation scores, and routing, by the processor, the communications to a plurality of agents of the contact center system.. . ... Interactive Intelligence Inc

System and method for managing contact center system

According to some example embodiments, in a method for managing a contact center, the method includes: receiving, by a processor, an instruction to initiate a plurality of outbound communications; identifying, by the processor, a plurality of time slots for each of a plurality of communication channels; assigning, by the processor, users to the time slots for one or more of the communication channels; and transmitting, by the processor, an outbound communication, by way of a corresponding communication channel, to each of the users assigned to one of the time slots.. . ... Interactive Intelligence Inc

System and method for natural language processing

A system and method are presented for the use of natural language processing to automate the disposition of completed interactions in an environment such as a contact center system. Communications may be inbound or outbound. ... Interactive Intelligence Inc

System and method for social behavior mapping

A method for managing social media communications of an organization supported by a contact center system includes receiving a communication by a user from a social media platform, determining a relevance of the communication to the organization, analyzing the communication to generate a suggested response to the communication, routing the communication to an agent of the contact center system, and displaying the suggested response on a display device of the agent.. . ... Interactive Intelligence Inc

System and method for neural network based speaker classification

A method for classifying speakers includes: receiving, by a speaker recognition system including a processor and memory, input audio including speech from a speaker; extracting, by the speaker recognition system, a plurality of speech frames containing voiced speech from the input audio; computing, by the speaker recognition system, a plurality of features for each of the speech frames of the input audio; computing, by the speaker recognition system, a plurality of recognition scores for the plurality of features; computing, by the speaker recognition system, a speaker classification result in accordance with the recognition scores; and outputting, by the speaker recognition system, the speaker classification result.. . ... Interactive Intelligence Inc

System and method for multi-factor authentication using voice biometric verification

A system and method are presented for multi-factor authentication using voice biometric verification. When a user requests access to a system or application, voice identification may be triggered. ... Interactive Intelligence Inc

System and method for synthesis of speech from provided text

A system and method are presented for the synthesis of speech from provided text. Particularly, the generation of parameters within the system is performed as a continuous approximation in order to mimic the natural flow of speech as opposed to a step-wise approximation of the feature stream. ... Interactive Intelligence Inc

System and method for fingerprinting datasets

Systems and methods for the matching of datasets, such as input audio segments, with known datasets in a database are disclosed. In an illustrative embodiment, the use of the presently disclosed systems and methods is described in conjunction with recognizing known network message recordings encountered during an outbound telephone call. ... Interactive Intelligence Inc

05/17/18 / #20180139328

System and method for managing contact center system

In a method for managing a contact center, the method includes: receiving, by a processor, a first plurality of communications from a server during a training period; transmitting, by the processor, a pair of the communications to a device operated by a first contact center agent; receiving, by the processor, a signal from the device operated by the first contact center agent indicating a selection, by the first contact center agent, of a ranking between the pair of the communications; receiving, by the processor, a second plurality of communications from the server during a non-training period; reorganizing, by the processor, the second plurality of communications based on the selection of the ranking between the pair of communications to generate a reorganized second plurality of communications; and routing, by the processor during the non-training period, one or more of the reorganized second plurality of communications according to rank.. . ... Interactive Intelligence Inc

05/03/18 / #20180122370

System and method for parameterization of speech recognition grammar specification (srgs) grammars

A method includes: loading, by a processor, a grammar specification defining at least one parameterizable grammar including a plurality of rules; setting, by the processor, an initial state of a grammar processor as a current state, the current state including parameters supplied to the rules; selecting, by the processor, a rule of the plurality of rules matching the parameters of the current state of the grammar processor; applying, by the processor, the selected rule to the audio and updating the current state; determining, by the processor, whether termination conditions have been met; in response to determining the termination conditions are not met, selecting, by the processor, from the plurality of rules in accordance with parameters of the updated state; and in response to determining the termination conditions are met, outputting, by the processor, a recognizer result of the current state.. . ... Interactive Intelligence Inc

05/03/18 / #20180121846

System and method for determining moderate customer dissatisfaction

A system and method are presented for determining moderate customer dissatisfaction in an external contact and organization repository system. Information may be pulled from multiple systems and combined to provide a corpus that may be examined for indicators of moderate customer dissatisfaction, such as a medium call volume, a plurality of medium priority tickets, upcoming contract renewal, a plurality of mediocre customer experiences, and usage data. ... Interactive Intelligence Inc

03/29/18 / #20180091654

System and method for automatic quality management in a contact center environment

A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and controlling, by the processor, a workforce management server to assign a training session to the agent of the contact center.. . ... Interactive Intelligence Inc

03/29/18 / #20180091653

System and method for automatic quality management in a contact center environment

A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.. . ... Interactive Intelligence Inc

03/22/18 / #20180084110

System and method for secure interactive voice response

System and method for a secure interactive voice response (ivr) includes: receiving a communication from a first party regarding a transaction, over a communication network; connecting the second party with the communication to service the communication; creating an anonymous order entry for the transaction; detecting sensitive information in the communication; isolating the sensitive information in the communication from the second party; route the communication to a secure system for processing of the sensitive information; and reconnecting the communication to complete the transaction. . ... Interactive Intelligence Inc

03/22/18 / #20180083792

System and method for managing communications

A communication system includes: a processor; and a memory, the memory storing instructions that, when executed by the processor, cause the processor to: monitor a chat communication session; identify a piece of information exchanged during the chat communication session; compare the piece of information with profile information of a first user participating in the chat communication session; transmit a signal to an electronic device operated by the first user to suggest assigning a tag to the piece of information; receive a request from the electronic device operated by the first user to view the piece of information associated with the tag; and transmit the piece of information to the electronic device for display thereby.. . ... Interactive Intelligence Inc

03/22/18 / #20180082112

System and method for body language analysis

A system and method are presented for body language analysis of a video interaction. In a contact center system, the video interaction between an agent and a customer may be monitored and used to determine automatic actions when threshold are met and/or matches are made. ... Interactive Intelligence Inc

02/15/18 / #20180048763

System and method for contact identification

Technologies for routing an outbound telecommunication from an enterprise telecommunications device to a destination telecommunications device in a contact identification system are disclosed. The system determines the classification of a dialed address using a number plan that may be created by a user from a plurality of predetermined match types. ... Interactive Intelligence Inc

02/08/18 / #20180039888

System and method for speaker change detection

A method for training a neural network of a neural network based speaker classifier for use in speaker change detection. The method comprises: a) preprocessing input speech data; b) extracting a plurality of feature frames from the preprocessed input speech data; c) normalizing the extracted feature frames of each speaker within the preprocessed input speech data with each speaker's mean and variance; d) concatenating the normalized feature frames to form overlapped longer frames having a frame length and a hop size; e) inputting the overlapped longer frames to the neural network based speaker classifier; and f) training the neural network through forward-backward propagation.. ... Interactive Intelligence Inc

01/04/18 / #20180006883

Technologies for managing application configurations and associated credentials

Technologies for managing application configurations and associated credentials of a unified collaboration application include a centralized hub computing device configured to install an integration of a cloud-based application and establish a link the integration to a unified collaboration application. To do so, the centralized hub computing device is configured to receive configuration input for the integration from a user, store the configuration in an input application configuration database of the centralized hub computing device, and enable the application integration such that a communication channel can be established between the integration and the unified collaboration application via the centralized hub computing device. ... Interactive Intelligence Inc

01/04/18 / #20180005152

Technologies for correlation based data selection

Technologies for correlation based data selection in a support call management system include a data analysis computing device of the support call management system that is configured to performing an analysis on support call data collected by a support call management computing device of the support call management system, apply a pearson correlation coefficient filter to one or more results of the analysis, and display a result of the applied pearson correlation coefficient filter. Additional embodiments are described herein.. ... Interactive Intelligence Inc

12/28/17 / #20170374197

Technologies for scaling call center support staff

Technologies for scaling call center support staff include one or more local agent computing devices of a call center that includes an interaction management computing device communicatively coupled to one or more customer computing devices and one or more remote agent computing devices. The interaction management computing device is configured to receive inbound service calls and insert them into a respective service queue. ... Interactive Intelligence Inc

12/07/17 / #20170353605

Technologies for monitoring interaction between customers and agents using sentiment detection

Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. ... Interactive Intelligence Inc

12/07/17 / #20170352353

Technologies for authenticating a speaker using voice biometrics

Technologies for authenticating a speaker in a voice authentication system using voice biometrics include a speech collection computing device and a speech authentication computing device. The speech collection computing device is configured to collect a speech signal from a speaker and transmit the speech signal to the speech authentication computing device. ... Interactive Intelligence Inc

10/05/17 / #20170289076

Technologies for predicting availability status changes

Technologies for predicting availability status changes in an instant messaging application include one or more client computing devices usable by a user to interface with the im application and a provider computing device to manage the im application. The provider computing device is configured to retrieve present availability status information for a user of an instant messenger (im) application and identify a behavioral pattern of a plurality of behavioral patterns for the user as a function of the present availability status. ... Interactive Intelligence Inc

09/28/17 / #20170278005

Technologies for auto discover and connect to a rest interface

Technologies for automatic discovery and connection to a representational state transfer (rest) interface include a provider computing device communicatively coupled to a rest interface of a web service hosted by a 3rd party. The provider computing device is configured to analyze a data representation received from a rest interface of a web service in response to having transmitted an http request to an endpoint of the web service and determine a pattern of the data representation as a function of the analysis of the data representation. ... Interactive Intelligence Inc

09/28/17 / #20170277412

Method for use of virtual reality in a contact center environment

A method is presented for the use of virtual reality in a contact center environment. A customer may be viewing a virtual reality scene in a virtual reality environment and desire to initiate an interaction from within the virtual reality world. ... Interactive Intelligence Inc

09/21/17 / #20170272547

System and method for configuration and interchanging of business functionality implementations

A system and method are presented for invoking integration actions in a unified collaboration system. A client communicates with a bridging web server through a rest. ... Interactive Intelligence Inc

09/07/17 / #20170257489

System and method for voicemail acceleration

A system and method are presented for voicemail acceleration. A voicemail acceleration system, which functions to accelerate the experience of a user, is associated with at least one user device. ... Interactive Intelligence Inc

08/17/17 / #20170237697

System and method for detecting relevant messages

A system and method are presented for detecting messages relevant to users in a collaborative environment. In a unified collaboration system, large volumes of messages between a plurality of users in a group may be monitored for relevance to a particular user. ... Interactive Intelligence Inc

08/10/17 / #20170230503

System and method for advanced campaign management

A system and method are presented for advanced campaign management in outbound dialing platforms. In a contact center environment, a dialing campaign may be configured such that the outbound dialing platform modifies its behavior automatically throughout the dialing campaign as conditions change. ... Interactive Intelligence Inc

07/06/17 / #20170193988

System and method for neural network based feature extraction for acoustic model development

A system and method are presented for neural network based feature extraction for acoustic model development. A neural network may be used to extract acoustic features from raw mfccs or the spectrum, which are then used for training acoustic models for speech recognition systems. ... Interactive Intelligence Inc

06/29/17 / #20170185829

System and method for video analysis

A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. ... Interactive Intelligence Inc

05/18/17 / #20170142548

System and method for dynamically generated reports

A system and method are presented for dynamically generated reports. In an embodiment, a first device is associated with events, such that when the events occur, they trigger the sending of information to a second device. ... Interactive Intelligence Inc

04/20/17 / #20170109345

System and method for multi-language communication sequencing

A system and method are presented for multi-language communication sequencing. Communication flows may support one or more languages, which may need to be created, removed, or edited. ... Interactive Intelligence Inc

03/23/17 / #20170085710

Method and system for learning call analysis

A system and method are presented for learning call analysis. Audio fingerprinting may be employed to identify audio recordings that answer communications. ... Interactive Intelligence Inc

03/02/17 / #20170064036

System and method for predictive live interaction offering and hosting

A system and method are presented for predictive live interaction offering and hosting. A mechanism may be provided for controlling outstanding offerings, or invitations, of communications with users through points of service. ... Interactive Intelligence Inc

02/16/17 / #20170046112

System and method for determining window geometry

A system and method are presented for determining window geometry. In an embodiment, a party to an interaction using a streaming video connection may want to share content on their display with another party to the interaction. ... Interactive Intelligence Inc

02/09/17 / #20170041303

System and method for key management and user authentication

A system and method are presented for key management and user authentication. Secure ssh access may be performed through a public/private set of ssh keys where a user uploads a public ssh key to a key management application. ... Interactive Intelligence Inc

02/02/17 / #20170032780

System and method for learning alternate pronunciations for speech recognition

A system and method for learning alternate pronunciations for speech recognition is disclosed. Alternative name pronunciations may be covered, through pronunciation learning, that have not been previously covered in a general pronunciation dictionary. ... Interactive Intelligence Inc

02/02/17 / #20170032036

System and method for model creation in an organizational environment

A system and method are presented for the assessment of skills in an organizational environment. Intelligent processing of information presented through various types of media is performed to provide users with more accurate matches of desired information. ... Interactive Intelligence Inc








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