System and method for resolving user identification

• US 10,409,970 B2
• Filed: 02/22/2016
• Issued: 09/10/2019
• Est. Priority Date: 02/22/2016
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Ltd
• Inventors: Zur, Tal, Mandler, Roie, Weiss, Oren
• Primary Examiner(s): Wang, Harris C
• Application Number:
  US15/049,464
• Publication Number:
  US 20170242991A1
• Time in Patent Office: 1,296 Days
• Field of Search: 726 18
• CPC Class Codes: G06F 21/316 by observing the pattern of computer usage, e.g. typical user behaviour
• CPC Class Codes: G06F 21/32 using biometric data, e.g. fingerprints, iris scans or voiceprints

Abstract

A system and method obtain a recording of an interaction with a user and a screen recording related to the interaction; extract, from the screen recording, a unique identification value related to the user; resolve the identity of the user using the extracted unique identification value; and associate the user with the recorded interaction by associating the unique identification value with the interaction.

Claims

1. A method of associating a user with an interaction, the method comprising:

obtaining, by a processor, a stored past recording of an interaction and a stored past screen recording related to the interaction, wherein a stored past recording of an interaction is a recording of content of an interaction between an agent and a user and wherein the stored past screen recording is a recording of a graphical data presented by an application on a computer display of the agent;

if the stored past recording of the interaction is not associated with the user then identifying, by the processer, the user by;

identifying a predefined form displayed in the obtained past screen recording;

identifying a location of one or more graphical elements in the predefined form; and

extracting a unique identification value related to the user from the predefined form based on the location of the identified one or more graphical elements in the predefined form;

assigning, by the processor, the identified user to the stored past recorded interaction; and

assigning the stored past recorded interaction to the stored past screen recording.

2. The method of claim 1, comprising:

using the unique identification value and information in a database to resolve a unique user identifier of the identified user; and

using the unique user identifier to assign the recorded interaction to the identified user.

3. The method of claim 1, comprising:

creating a voice print based on the recorded interaction; and

using the voice print to associate additional recorded interactions with the identified user.

4. The method of claim 1, comprising using a graphical user interface (GUI) configuration tool to receive, from a user, an indication of a location of the unique identification value in a screen presented by an application.

5. The method of claim 1, comprising:

obtaining, for a first user, a first unique user identifier of a first type and obtaining, for a second user, a second unique user identifier of a second type;

using the first and second unique user identifiers to respectively resolve the identities of the first and second users; and

determining, for the first and second users, a respective first and second unique identification values, wherein the first and second unique identification values are of the same type.

6. The method of claim 1, comprising:

analyzing a frame in the screen recording;

determining whether or not the frame includes a predefined portion of a predefined screen; and

if the frame does not include the predefined portion of a predefined screen then processing an additional frame of the screen recording, and

if the frame includes the predefined portion of a predefined screen then extracting the unique identification value from the frame.

7. The method of claim 1, comprising:

extracting, from the screen recording, a unique identification value related to an agent;

resolving the identity of the agent using the extracted unique identification value; and

associating the agent with the recorded interaction based on the unique identification value.

8. The method of claim 1, comprising:

extracting, from the screen recording, a unique identification value related to an application; and

associating the application with the recorded interaction based on the unique identification value.

9. The method of claim 1, comprising:

resolving the identity of the user using the extracted unique identification value; and

using the identity to assign the identified user to the recorded interaction.

18. The method of claim 1, wherein the predefined form comprises a plurality of graphical elements, each graphical element associated with a label and a value, wherein extracting a unique identification value from the predefined form comprises searching for a label and extracting a value from the element associated with the label.

20. The method of claim 1, wherein the predefined form is described by screen metadata, and extracting a unique identification value from the predefined form comprises referring to the screen metadata.

22. The method of claim 1, wherein the predefined form is described by screen metadata, and extracting a unique identification value from the predefined form comprises using the screen metadata.

24. The method of claim 1, wherein the predefined form is described by dimension data, and extracting a unique identification value from the predefined form comprises determining dimension data of the form when cropped from an image and determining dimensions of an element containing a unique identification value by comparing dimension data of the form when cropped from an image to the dimension data of the predefined form.

10. A system comprising:

a memory; and

a controller configured to;

obtain a stored past recording of an interaction and a stored past screen recording related to the interaction, wherein a stored past recording of an interaction is a recording of content of an interaction between an agent and a user and wherein the stored past screen recording is a recording of a graphical data presented by an application on a computer display of the agent;

if the stored past recording of the interaction is not associated with the user then identify the user by;

identifying a predefined form displayed in the obtained past recording;

identifying a location of one or more graphical elements in the predefined form; and

extracting a unique identification value related to the user from the predefined form based on the location of the identified one or more graphical elements in the predefined form;

assign the identified user to the stored past recorded interaction; and

assign the stored past recorded interaction to the stored past screen recording.

11. The system of claim 10, wherein the controller is configured to:

use the unique identification value and information in a database to resolve a unique user identifier of the user; and

use the unique user identifier to assign the recorded interaction to the identified user.

12. The system of claim 10, wherein the controller is configured to:

create a voice print based on the recorded interaction; and

use the voice print to associate additional recorded interactions with the user.

13. The system of claim 10, comprising a graphical user interface (GUI) configuration tool usable to receive, from a user, an indication of a location of the unique identification value in a screen presented by an application.

14. The system of claim 10, wherein the controller is configured to:

obtain, for a first user, a first unique user identifier of a first type and a obtain, for a second user, a second unique user identifier of a second type;

use the first and second unique user identifiers to respectively resolve the identities of the first and second users; and

determine, for the first and second users, a respective first and second unique identification values, wherein the first and second unique identification values are of the same type.

15. The system of claim 10, wherein the controller is configured to:

analyze a frame in the screen recording;

determine whether or not the frame includes a predefined portion of a predefined screen; and

if the frame does not include the predefined portion of a predefined screen then process an additional frame of the screen recording, and

if the frame includes the predefined portion of a predefined screen then extract the unique identification value from the frame.

16. The system of claim 10, wherein the controller is configured to:

extract, from the screen recording, a unique identification value related to an agent;

resolve the identity of the agent using the extracted unique identification value; and

associate the agent with the recorded interaction based on the unique identification value.

17. The system of claim 10, wherein the controller is configured to:

extract, from the screen recording, a unique identification value related to an application; and

associate the application with the recorded interaction based on the unique identification value.

19. The system of claim 10, wherein the predefined form comprises a plurality of graphical elements, each graphical element associated with a label and a value, wherein extracting a unique identification value from the predefined form comprises searching for a label and extracting a value from the element associated with the label.

21. The system of claim 10, wherein the predefined form wherein the predefined form is described by screen metadata, and extracting a unique identification value from the predefined form comprises referring to the screen metadata.

23. The system of claim 10, wherein the predefined form is described by screen metadata, and extracting a unique identification value from the predefined form comprises using the screen metadata.

25. The system of claim 10, wherein the predefined form is described by dimension data, and extracting a unique identification value from the predefined form comprises determining dimension data of the form when cropped from an image and determining dimensions of an element containing a unique identification value by comparing dimension data of the form when cropped from an image to the dimension data of the predefined form.