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公开(公告)号：US20200065831A1
公开(公告)日：2020-02-27
申请号：US16106075
申请日：2018-08-21
Applicant: Nice Ltd.
Inventor： Yuval SHACHAF , Gennadi LEMBERSKY , Roy KLEIN
Abstract: A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.
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公开(公告)号：US20240370809A1
公开(公告)日：2024-11-07
申请号：US18310033
申请日：2023-05-01
Applicant: Nice Ltd.
Inventor： Avital COHEN , Gennadi LEMBERSKY , Or GERSHON
IPC: G06Q10/0639
Abstract: Systems and methods for automatic real-time monitoring of interactions, carried out by at least one computer processor, including: producing a score for each text component of a text representation of an interaction; producing, based on the score for each text component, a score for each of a plurality of time periods of the interaction; producing a score history, including a plurality of the time period scores; and calculating, based on the score history, a real-time indication of the quality of the interaction.
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公开(公告)号：US20230325736A1
公开(公告)日：2023-10-12
申请号：US18325347
申请日：2023-05-30
Applicant: Nice Ltd.
Inventor： Eyal SEGAL , Noam KAPLAN , Gennadi LEMBERSKY
IPC: G06Q10/0631 , G06Q10/0639
CPC classification number: G06Q10/06312 , G06Q10/063112 , G06Q10/06395
Abstract: A computerized system and method for allocating multi-functional or multi-feature resources (which may handle multiple functions or tasks, e.g., simultaneously) for a plurality of time intervals, including: transforming an initial allocation matrix (which may associate each resource with a single function, task, or feature - and may not address simultaneous handling of tasks or task types by the resources) into an updated allocation matrix, where the updated allocation matrix includes a plurality of feature matrices describing different multi-feature resources to be allocated; predicting, using a machine learning (ML) model, expected service metrics for the updated allocation matrix; and providing a final allocation matrix based on the expected service metrics. Embodiments may perform iterative calculations and/or transformations of data to improve allocation matrices and provide a final allocation matrix for which predicted service metrics correspond to required or optimal service metrics.
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公开(公告)号：US20230297909A1
公开(公告)日：2023-09-21
申请号：US18096732
申请日：2023-01-13
Applicant: Nice Ltd.
Inventor： Noam KAPLAN , Ying ZHANG , Gennadi LEMBERSKY , Nick MARTIN , Eyal SEGAL
IPC: G06Q10/0631
CPC classification number: G06Q10/063112 , G06Q10/06316
Abstract: Methods and systems for, upon receipt of a second computer data stream, predicting a change in processing a first computer data stream, include: receiving, at a computing device, the first computer data stream; generating a first data sequence comprising a time of receipt of the first computer data stream; receiving the second computer data stream; generating a second data sequence comprising a time of receipt of the second computer data stream; sending the first and second data sequences to a prediction model; predicting, by the prediction model, at least one change in at least one metric associated with processing the first computer data stream, the predicted change based at least in part on the first and second data sequences; and sending, by the prediction model, to the computing device, the at least one change in the at least one metric associated with processing the first computer data stream.
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公开(公告)号：US20220172086A1
公开(公告)日：2022-06-02
申请号：US17106293
申请日：2020-11-30
Applicant: NICE LTD.
Inventor： Natan KATZ , Gennadi LEMBERSKY
Abstract: Systems and methods for providing unsupervised model health monitoring extract from an interaction database, first and second random samples of interaction data relating to first and second sets of interactions during first and second periods of time; score each interaction of the first and second sets of interactions by applying a predictive model to the related interaction data to produce first and second sets of interaction scores; identify a plurality of sub-populations among the first and second sets of interaction scores by applying a clustering model to the first and second sets of interaction scores; measure distances between each of the plurality of sub-populations among the first and second sets of interaction scores; compare the distances of the first period of time and the distances of the second period of time; and generate an alert when the comparison exceeds a predefined threshold.
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Patent Agency Ranking
公开(公告)号：US20250078009A1
公开(公告)日：2025-03-06
申请号：US18458553
申请日：2023-08-30
Applicant: NICE LTD.
Inventor： Swapnil THAKARE , Gennadi LEMBERSKY , Brijesh UPADHYAY , Abhijit MOKASHI
IPC: G06Q10/0639 , H04M3/51
Abstract: Systems adapted to measure impact of supervisor actions and methods, and non-transitory computer readable media, include identifying an interaction where a contact center supervisor performed a supervisor action, where the supervisor supervised a contact center agent; identifying a supervisor intervention point in the interaction; determining an impact score for each of a plurality of behavioral factors; aggregating the impact scores for the plurality of behavioral factors and determining an average of the impact scores to provide an overall impact score for the supervisor action; and performing an action automatically based on the overall impact score to improve contact center performance.
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公开(公告)号：US20230206925A1
公开(公告)日：2023-06-29
申请号：US17562796
申请日：2021-12-27
Applicant: NICE Ltd.
Inventor： Borys HAVDAN , Gennadi LEMBERSKY , Yevhenil LUKIN
Abstract: A system and method for classification of voice samples to genuine voice samples or spoofing voice samples may include: extracting a set of features from each of a plurality of voice samples, each voice sample labeled as genuine or spoof; training a neural network having a plurality of nodes organized into layers, with links between the nodes, wherein each link comprises a weight, with the sets of features, by adjusting at least one of the weights using a loss function that comprises a regulation factor, wherein the regulation factor is set to zero for voice samples labeled as genuine and is proportional to the prediction of the neural network for data samples labeled as spoofing.
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公开(公告)号：US20210304103A1
公开(公告)日：2021-09-30
申请号：US16830806
申请日：2020-03-26
Applicant: NICE Ltd.
Inventor： David GEFFEN , Yuval SHACHAF , Gennadi LEMBERSKY
IPC: G06Q10/06
Abstract: Systems and methods for measuring the effectiveness of an agent coaching program calculate a rate of change in a first Key Performance Indicator for a first agent in a first coaching program during a period of time; select a control group of agents in which agents in the control group of agents were not exposed to the first coaching program; calculate an average rate of change in the first Key Performance Indicator for the control group of agents during the period of time; and calculate a first coaching impact of the first coaching program on the first Key Performance Indicator for the first agent relative to the average rate of change in the first Key Performance Indicator for the control group of agents during the period of time.
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公开(公告)号：US20210256417A1
公开(公告)日：2021-08-19
申请号：US16791316
申请日：2020-02-14
Applicant: Nice Ltd.
Inventor： Hila KNELLER , Lior BEN ELIEZER , Yuval SHACHAF , Gennadi LEMBERSKY , Natan KATZ
Abstract: A system and method for creating input data to be used to train a conversational bot may include receiving a set of conversations, each conversation including sentences, classifying each sentence into a dialog act taken from a number of dialog acts, for each set of sentences classified into a dialog act, clustering the set of sentences into clusters based on the content (e.g. text) of the sentences, each cluster having a cluster name or label, and generating a language model based on the cluster labels. Slots may be identified in the sentences based in part on the dialog act classifications. A bot may be trained using data such as the slots, language model, and clusters.
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公开(公告)号：US20240020617A1
公开(公告)日：2024-01-18
申请号：US17864003
申请日：2022-07-13
Applicant: NICE LTD
Inventor： Shay DINER , Gennadi LEMBERSKY , Animesh UDAWAT , Sourav RATH , Mahesh BAIRAGI , Amol ANWADE
CPC classification number: G06Q10/06398 , G06Q50/205
Abstract: Coaching systems and methods, and non-transitory computer readable media, include analyzing an agent's interactions to identify knowledge gaps and specific topics where an agent has difficulties. An algorithm uses bootstrap sampling to verify that an agent's scores are significantly different from other agents' scores. The algorithm further uses a mutual information score to find topics that are associated with interactions having a high knowledge gap score.
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