公开(公告)号：US20230169435A1

公开(公告)日：2023-06-01

申请号：US17539826

申请日：2021-12-01

Applicant: NICE LTD.

Inventor： Aniruddha PHADNIS ,  Komal D. RAJANI

IPC: G06Q10/06 ,  G06F7/24

CPC classification number: G06Q10/06393 ,  G06F7/24

Abstract: Methods of providing actionable input via behavioral indexing of agents includes receiving values for a plurality of behavioral key performance indicators (KPIs) for each agent; determining a normalized behavioral score (NBS) for each behavioral KPI; receiving an assigned weight value for each behavioral KPI; transforming the assigned weight value of each behavioral KPI to a base of 4, 8, or 12; calculating a behavioral index value based on the transformed assigned weight value and NBS for each behavioral KPI; receiving a performance index value; generating a decision matrix, wherein each cell of the decision matrix holds an actionable input; placing each agent into one cell of the decision matrix; and displaying the decision matrix and the agents in each cell. A coaching need can be identified based on the decision matrix, and coaching precedence scores calculated to determine the order in which coaching should be given.

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：US11647098B2

公开(公告)日：2023-05-09

申请号：US17974572

申请日：2022-10-27

Applicant: NICE LTD.

Inventor： Jonathan Erez ,  Ofir Mecayten ,  Yaron Cohen

IPC: H04L67/568 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04L67/568 ,  H04M3/42221 ,  H04M3/5175 ,  H04M2203/558

Abstract: A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.

公开(公告)号：US11642788B2

公开(公告)日：2023-05-09

申请号：US17958446

申请日：2022-10-03

Applicant: NICE LTD

Inventor： David Geffen ,  Lior Epstein ,  Gal Tesler

IPC: G06F9/46 ,  G06F11/07 ,  B25J9/16 ,  G06F16/00

CPC classification number: B25J9/1674 ,  B25J9/1661 ,  G06F11/07 ,  G06F16/00

Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.

公开(公告)号：US20230136387A1

公开(公告)日：2023-05-04

申请号：US17515472

申请日：2021-10-31

Applicant: NICE LTD.

Inventor： Ganesh KSHIRSAGAR ,  Mahesh Gutal ,  Piyush Tayde ,  Salil Dhawan ,  Sushank Dahiwadkar

IPC: G06N5/02 ,  G06F16/33

Abstract: A computerized-method for identifying truthfulness of a disposition, in a contact center is provided herein. The computerized-method includes: (a) receiving an interaction transcript and related disposition of an interaction; (b) providing the received interaction transcript and related disposition to an Artificial-Intelligence (AI) model to calculate: (i) a disposition confidence score related to the agent; and (ii) a general disposition confidence score related to all agents; (c) operating a data aggregator module on a database to aggregate data related to the agent; (d) providing the disposition confidence score related to the agent, the general disposition confidence score related to all agents and the data related to the agent to a disposition-truthfulness-calculator module to calculate a Disposition Truthfulness Score (DTS); and (e) sending the DTS to the one or more applications, to take one or more follow-up actions based on the DTS, when the DTS is below a preconfigured disposition-truthfulness-threshold.

公开(公告)号：US20230113136A1

公开(公告)日：2023-04-13

申请号：US17496624

申请日：2021-10-07

Applicant: Nice Ltd.

Inventor： Eran ROSEBERG ,  Yaron Moshe BIALY ,  Yuval SHACHAF

IPC: G06F16/2458

Abstract: A method and system for dynamically determining a minimum support for automation mining is provided. The method and system include modifying the minimum support pattern such that the minimum support can result pattern mining algorithms finding a sufficient number of patterns in a practical duration.

公开(公告)号：US20230052641A1

公开(公告)日：2023-02-16

申请号：US17974572

申请日：2022-10-27

Applicant: NICE LTD.

Inventor： Jonathan EREZ ,  Ofir MECAYTEN ,  Yaron COHEN

IPC: H04L67/568 ,  H04M3/51 ,  H04M3/42

Abstract: A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.

公开(公告)号：US20230041328A1

公开(公告)日：2023-02-09

申请号：US17392271

申请日：2021-08-03

Applicant: NICE LTD.

Inventor： Pavan LAHOTI ,  Shivdatta MORWADKAR ,  Yuval SHACHAF

IPC: G06Q30/02 ,  H04L29/08 ,  G06N20/00

Abstract: A computerized-method for dynamic digital-survey-channel selection is provided herein. In a computerized system having a processor, a memory to store a database of survey responses and a database of customers details, and a Voice of the Customer (VOC) platform having an outbound-message Application Programming Interface (API) to send a digital survey to a customer, via a plurality of digital survey channel types, when a customer is nominated for a digital survey, the computerized-method included operating by said processor, a digital-survey-channel-selection module. The digital-survey-channel-selection module includes (i) determining a digital-survey-channel type to elevate customers-response-rate to a digital survey; and (ii) sending the determined digital-survey-channel type to the outbound-message API to trigger the digital survey to a computerized device of the customer, via the determined digital-survey-channel type.

公开(公告)号：US11575790B2

公开(公告)日：2023-02-07

申请号：US17687721

申请日：2022-03-07

Applicant: NICE LTD

Inventor： Salil Dhawan ,  Rahul Vyas

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  H04L65/1059 ,  H04L65/1104

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

公开(公告)号：US20230024387A1

公开(公告)日：2023-01-26

申请号：US17958446

申请日：2022-10-03

Applicant: Nice LTD

Inventor： David GEFFEN ,  Lior Epstein ,  Gal Tesler

IPC: B25J9/16 ,  G06F16/00 ,  G06F11/07

Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.