Automated validation of information exchanged during interactions

Patent metadata

Field	Value
Publication number	US-2024127800-A1
Application number	US-202218046969-A
Country	US
Kind code	A1
Filing date	Oct 17, 2022
Priority date	Oct 17, 2022
Publication date	Apr 18, 2024
Grant date	—

Abstract

A system including an interaction processing component is deployed to automatically validate information exchanged during an interaction.

First claim

What is claimed:

1 . A method for validation of information exchanged during an interaction, the method comprising:
receiving validation event data at an interaction processing component; receiving content corresponding with an interaction; extracting one or more entities from the content that are associated with a validation event data type corresponding with at least a portion of the validation event data; comparing the one or more entities and the at least a portion of the validation event data; determining whether the at least a portion of the validation event data and the one or more entities match; and in response to determining that the at least a portion of the validation event data and the one or more entities do not match, triggering review operations.

2 . The method of claim 1 , wherein comparing the one or more entities and the at least a portion of the validation event data comprises performing Inverse Text Normalization operations.

3 . The method of claim 1 , wherein the validation event data comprises at least one of a validation event type and one or more validation keywords or phrases.

4 . The method of claim 1 wherein triggering review operations comprises one or more of outputting at least one of an alert or message to a computing entity and flagging a call or data entry for manual review.

5 . The method of claim 1 , wherein the validation event data is generated by a desktop processing analytics engine in response to a detected action or trigger.

6 . The method of claim 5 , wherein the detected action or trigger comprises utterance of a keyword or a data entry that is associated with a predetermined rule.

7 . The method of claim 1 , further comprising generating the content using an automatic speech recognizer.

8 . A computer system for validating information exchanged during an interaction, the computer system comprising:
a processor; and a memory operably coupled to the processor, the memory having computer-executable instructions stored thereon that, when executed by the processor, causes the computer system to: receive validation event data at an interaction processing component; receive content corresponding with an interaction; extract one or more entities from the content that are associated with a validation event data type corresponding with at least a portion of the validation event data; compare the one or more entities and the at least a portion of the validation event data; determine whether the at least a portion of the validation event data and the one or more entities match; and in response to determining that the at least a portion of the validation event data and the one or more entities do not match, trigger review operations.

9 . The computer system of claim 8 , wherein the computer-executable instructions further include instructions to cause the processor to compare the one or more entities and the at least a portion of the validation event data by:
performing Inverse Text Normalization operations.

10 . The computer system of claim 8 , wherein the validation event data comprises at least one of a validation event type and one or more validation keywords or phrases.

11 . The computer system of claim 8 , wherein triggering review operations comprises one or more of outputting at least one of an alert or message to a computing entity and flagging a call or data entry for manual review.

12 . The computer system of claim 8 , wherein the validation event data is generated by a desktop processing analytics engine in response to a detected action or trigger.

13 . The computer system of claim 12 , wherein the detected action or trigger comprises utterance of a keyword or a data entry that is associated with a predetermined rule.

14 . The computer system of claim 8 , further comprising generating the content using an automatic speech recognizer.

15 . A non-transitory computer readable medium comprising instructions that, when executed by a processor of a processing system, cause the processing system to perform a method for processing an audio input, comprising instructions to:
receive validation event data at an interaction processing component; receive content corresponding with an interaction; extract one or more entities from the content that are associated with a validation event data type corresponding with at least a portion of the validation event data; compare the one or more entities and the at least a portion of the validation event data; determine whether the at least a portion of the validation event data and the one or more entities match; and in response to determining that the at least a portion of the validation event data and the one or more entities do not match, trigger review operations.

16 . The non-transitory computer readable medium of claim 15 , wherein the instructions further include instructions to cause the processor to compare the one or more entities and the at least a portion of the validation event data by:
performing Inverse Text Normalization operations.

17 . The non-transitory computer readable medium of claim 15 , wherein the validation event data comprises at least one of a validation event type and one or more validation keywords or phrases.

18 . The non-transitory computer readable medium of claim 15 , wherein triggering review operations comprises one or more of outputting at least one of an alert or message to a computing entity and flagging a call or data entry for manual review.

19 . The non-transitory computer readable medium of claim 18 , wherein the validation event data is generated by a desktop processing analytics engine in response to a detected action or trigger.

20 . The non-transitory computer readable medium of claim 19 , wherein the detected action or trigger comprises utterance of a keyword or a data entry that is associated with a predetermined rule.

Assignees

• Verint Americas Inc

Inventors

• Epstein Koch Ron Peretz
• Beaver Ian
• Cohen Dvir

Classifications

• G06F40/20

  Natural language analysis (semantic analysis of natural language G06F40/30) · CPC title

• G10L15/083 Primary

  Recognition networks (G10L15/142, G10L15/16 take precedence) · CPC title

• G10L15/02

  Feature extraction for speech recognition; Selection of recognition unit · CPC title

• G10L2015/088

  Word spotting · CPC title

• G06Q30/01

  Customer relationship services · CPC title