公开(公告)号：US11659093B2

公开(公告)日：2023-05-23

申请号：US17837094

申请日：2022-06-10

Applicant: NICE LTD.

Inventor： Roman Frenkel ,  Tal Raskin ,  Adi Ben Zeev ,  Stav Mishory ,  Dan Teplitski ,  Hadas Katz

IPC: H04M3/523 ,  G06F40/295 ,  G10L15/02 ,  G10L15/26 ,  H04M3/51

CPC classification number: H04M3/5235 ,  G06F40/295 ,  G10L15/02 ,  G10L15/26 ,  H04M3/5116 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2201/405

Abstract: Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; extracting, by a data calculation engine, organization, location, and time information from the text; calculating, by the data calculation engine, a priority of the call interaction from the extracted information and the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to a queue of the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.

公开(公告)号：US11895272B2

公开(公告)日：2024-02-06

申请号：US18175253

申请日：2023-02-27

Applicant: NICE LTD.

Inventor： Roman Frenkel ,  Tal Raskin ,  Adi Ben Zeev ,  Stav Mishory ,  Dan Teplitski ,  Hadas Katz

IPC: H04M3/523 ,  G06F40/295 ,  G10L15/02 ,  G10L15/26 ,  H04M3/51

CPC classification number: H04M3/5235 ,  G06F40/295 ,  G10L15/02 ,  G10L15/26 ,  H04M3/5116 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2201/405

Abstract: Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; calculating, by the data calculation engine, a priority of the call interaction from the text and organization, location, and time information in the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.

公开(公告)号：US11375063B1

公开(公告)日：2022-06-28

申请号：US17197742

申请日：2021-03-10

Applicant: NICE LTD.

Inventor： Roman Frenkel ,  Tal Raskin ,  Adi Ben Zeev ,  Stav Mishory ,  Dan Teplitski ,  Hadas Katz

IPC: H04M3/523 ,  G06F40/295 ,  G10L15/02 ,  G10L15/26 ,  H04M3/51

Abstract: Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; extracting, by a data calculation engine, organization, location, and time information from the text; calculating, by the data calculation engine, a priority of the call interaction from the extracted information and the text; determining that the call interaction should be transmitted to a queue of the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.

公开(公告)号：US11272056B2

公开(公告)日：2022-03-08

申请号：US16864376

申请日：2020-05-01

Applicant: NICE LTD.

Inventor： Ifat Shwartz ,  Tal Raskin ,  Michael Segal ,  Natan Katz

IPC: H04M3/52 ,  H04M3/51 ,  G06Q10/06 ,  H04M3/523 ,  G06Q30/00 ,  G06N20/00

Abstract: Methods for routing customers to an agent include receiving a customer communication; representing the customer communication as an array of one or more agent skills desired to handle the customer communication in one hot coding format or as a vector with an induced metric using an embedding algorithm; routing the represented customer communication to an agent having the one or more agent skills; measuring performance of the agent in relation to the one or more agent skills during or after the customer communication; updating, in real-time, one or more performance scores of the agent in a skill profile, wherein the one or more performance scores are related to the one or more agent skills; and routing subsequent customer communications based on the updated one or more performance scores.