公开(公告)号：US20240283989A1

公开(公告)日：2024-08-22

申请号：US18171499

申请日：2023-02-20

Applicant: NICE LTD.

Inventor： Archana KULKARNI ,  Onkar HINGNE ,  Sourav CHAUHAN

IPC: H04N21/235 ,  H04N21/278

CPC classification number: H04N21/2353 ,  H04N21/278

Abstract: A system and method are provided to predict media playback requests of media files to decrease response times to the media playback requests. The system includes a processor and a computer readable medium operably coupled thereto, to perform predictive caching operations which include receiving metadata from an interaction stream after recording a media file of an interaction, determining contacts corresponding to users identified in the metadata that are recorded in the media file from the metadata, accessing an ML model for predictive caching of media files, determining, using the ML model and a plurality of model features for the ML model, a first prediction for a first playback of the media file, predicting the first playback of the media file by at least one of the contacts based on the first prediction, caching the media file in the data cache for a time period based on the predicting.

公开(公告)号：US20240046191A1

公开(公告)日：2024-02-08

申请号：US17874976

申请日：2022-07-27

Applicant: Nice Ltd.

Inventor： Abhijit MOKASHI ,  Onkar HINGNE

IPC: G06Q10/06

CPC classification number: G06Q10/06395 ,  G06Q10/06393

Abstract: Systems and methods for monitoring a quality of interactions include: receiving one or more quality metrics relating to one or more quality targets; determining, on a periodic basis, a current quality value for each of the one or more quality targets; calculating a deviation of the current quality value from a desired value of the quality target; weighting the one or more quality targets according to the calculated deviation; and determining a set of one or more interactions for review based on one or more quality metric deviations and the weighted quality targets.