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公开(公告)号：US20220005052A1
公开(公告)日：2022-01-06
申请号：US17481094
申请日：2021-09-21
Applicant: NICE Ltd.
Inventor： Steven Richard ARNOLD , Katie Truong , Robert William Morris
Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.
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公开(公告)号：US20210360107A1
公开(公告)日：2021-11-18
申请号：US17227849
申请日：2021-04-12
Applicant: Nice Ltd.
Inventor： Robert William Morris , Jon Augustus Arrowood , Brett Victor Forman
Abstract: A method for providing coachable events for agents within a call center is provided. Behavior score waveforms for interactions and behaviors can be determined. Events can be identified in the behavior score waveforms within identified durations, and a relevancy of one or more events to one or more behaviors can be determined.
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公开(公告)号：US11687946B2
公开(公告)日：2023-06-27
申请号：US17481094
申请日：2021-09-21
Applicant: NICE Ltd.
Inventor： Steven Richard Arnold , Katie Truong , Robert William Morris
CPC classification number: G06Q30/016 , G06N20/10 , G10L15/16 , H04M3/4936 , H04M3/4938 , H04M3/5175 , H04M3/5235 , H04M11/10
Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.
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公开(公告)号：US20200342016A1
公开(公告)日：2020-10-29
申请号：US16391761
申请日：2019-04-23
Applicant: Nice Ltd.
Inventor： Robert William Morris
IPC: G06F16/332 , G06F17/27 , G06N3/02 , G06F17/16 , G06F16/35
Abstract: A computer based system and method for assigning queries to topics and/or visualizing or analyzing query coverage may include, using a computer processor, searching, using a set of queries, over a set of text documents, to produce for each query a set of search results for the query. Each search result may include a subset of text from a text document of the set of text documents. For each query, a query vector may be calculated based on the set of search results for the query, and for each of a set of topics describing the set of text documents, a topic vector may be calculated. A report or visualization may be generated including the set of queries and the set of topics using the topic vectors and the query vectors.
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公开(公告)号：US10269352B2
公开(公告)日：2019-04-23
申请号：US15390026
申请日：2016-12-23
Applicant: NICE Ltd.
Inventor： Robert William Morris , Neeraj Singh Verma
Abstract: A system and method for detecting phonetically similar imposter phrases may include using automatic speech recognition (ASR) to search for a first phrase in a set of objects; producing a list of references by searching for the first phrase in the set of objects using phonetic search; using output produced by the ASR to determine whether or not a reference in the list points to a phrase that is the same as the first phrase; and if it is determined that the reference points to a second phrase that is different from the first phrase then marking the second phrase as a potential cause for a phrase search false positive.
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Patent Agency Ranking
公开(公告)号：US12033163B2
公开(公告)日：2024-07-09
申请号：US18302940
申请日：2023-04-19
Applicant: Nice Ltd.
Inventor： Steven Richard Arnold , Katie Truong , Robert William Morris
CPC classification number: G06Q30/016 , G06N20/10 , G10L15/16 , H04M3/4936 , H04M3/4938 , H04M3/5175 , H04M3/5235 , H04M11/10
Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.
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公开(公告)号：US11556572B2
公开(公告)日：2023-01-17
申请号：US16391761
申请日：2019-04-23
Applicant: Nice Ltd.
Inventor： Robert William Morris
IPC: G06F16/332 , G06F16/35 , G06N3/02 , G06F17/16 , G06F40/295
Abstract: A computer based system and method for assigning queries to topics and/or visualizing or analyzing query coverage may include, using a computer processor, searching, using a set of queries, over a set of text documents, to produce for each query a set of search results for the query. Each search result may include a subset of text from a text document of the set of text documents. For each query, a query vector may be calculated based on the set of search results for the query, and for each of a set of topics describing the set of text documents, a topic vector may be calculated. A report or visualization may be generated including the set of queries and the set of topics using the topic vectors and the query vectors.
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公开(公告)号：US11443734B2
公开(公告)日：2022-09-13
申请号：US16550700
申请日：2019-08-26
Applicant: NICE LTD.
Abstract: A text search query including one or more words may be received. An ASR index created for an audio recording may be searched over using the query to produce ASR search results including words, each word associated with a confidence score. For each of the words in the ASR search results associated with a confidence score below a threshold (and in some cases having one or more preceding words in the ASR index and one or more subsequent words in the ASR index), a phonetic representation of the audio recording may be searched for the word having the confidence score below the threshold, where it occurs in the audio recording, possibly after the one or more preceding words and in the audio recording before the one or more subsequent words, to produce phonetic search results. Search results may be returned include ASR and phonetic results.
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公开(公告)号：US11005994B1
公开(公告)日：2021-05-11
申请号：US15931880
申请日：2020-05-14
Applicant: Nice Ltd.
Inventor： Robert William Morris , Jon Augustus Arrowood , Brett Victor Forman
Abstract: A method for providing coachable events for agents within a call center is provided. Behavior score waveforms for interactions and behaviors can be determined. Events can be identified in the behavior score waveforms within identified durations, and a relevancy of one or more events to one or more behaviors can be determined.
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公开(公告)号：US11605373B2
公开(公告)日：2023-03-14
申请号：US17875964
申请日：2022-07-28
Applicant: Nice Ltd.
Inventor： William Mark Finlay , Robert William Morris , Peter S. Cardillo , Maria Kunin
Abstract: A text search query including one or more words may be received. An ASR index created for an audio recording may be searched over using the query to produce ASR search results including words, each word associated with a confidence score. For each of the words in the ASR search results associated with a confidence score below a threshold (and in some cases having one or more preceding words in the ASR index and one or more subsequent words in the ASR index), a phonetic representation of the audio recording may be searched for the word having the confidence score below the threshold, where it occurs in the audio recording, possibly after the one or more preceding words and in the audio recording before the one or more subsequent words, to produce phonetic search results. Search results may be returned include ASR and phonetic results.
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