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公开(公告)号：US20210294984A1
公开(公告)日：2021-09-23
申请号：US17341749
申请日：2021-06-08
Applicant: Nice Ltd.
Inventor： Abhijit MOKASHI , Amram Amir COHEN
IPC: G06F40/30
Abstract: A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.
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公开(公告)号：US20210264416A1
公开(公告)日：2021-08-26
申请号：US16801738
申请日：2020-02-26
Applicant: Nice Ltd.
Inventor： Simon ROBINS
Abstract: Securely sharing proof of knowledge of information without revealing the information, for example to allow an institution to prove it has knowledge regarding an alert. Code or software may be generated (at a first computer system) which takes as input one or more details regarding an entity and returns a value based on a match to one or more actual details regarding the entity. A name may be generated for the code based on information describing the entity, and the code may be published to a blockchain, along with at least one key corresponding to the code. For each name an entry may be creating in an index, converting the name to a blockchain address. A proof based on the code may be generated at a second computer system, which, if verified, results in the first institution and the second institution sharing information regarding the entity.
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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：US11089162B1
公开(公告)日：2021-08-10
申请号：US16886204
申请日：2020-05-28
Applicant: NICE LTD.
Inventor： Andrew Michael Traba , Luke Daniel Olson
Abstract: Methods for optimizing the routing of customer communications include receiving a customer communication; identifying a customer associated with the customer communication; accessing a profile of the identified customer to determine customer data; receiving normalized customer metric scores for a plurality of customer metrics; identifying available agents; accessing a profile of each available agent to determine agent data; predicting interaction outcome metric values for a plurality of customer metrics based on the customer data and the agent data; normalizing the predicted interaction outcome metric values; calculating, in real-time, an aggregate agent-customer pairing score for each available agent; selecting a responding agent from the available agents with the highest aggregate agent-customer pairing score; and providing a routing recommendation to a communication distributor to route the customer communication to the responding agent with the highest aggregate agent-customer pairing score.
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公开(公告)号：US11088936B2
公开(公告)日：2021-08-10
申请号：US16916386
申请日：2020-06-30
Applicant: NICE LTD.
Inventor： Yaron Cohen , Peri Fishgold , Alexander Malev
IPC: H04L29/08 , H04L12/755 , H04L12/26 , H04L12/741
Abstract: A system is provided for optimized selection of serverless cloud processing units for resource intensive processing operations. The system includes a processor and a computer readable medium operably coupled thereto, to perform the scheduling operations which include receiving a processing operation for a data input that requires processing in a serverless computing environment, determining at least one constraint requirement imposed on performing the processing operation that are all required to be fulfilled for successful completion of the processing operation, accessing a routing table associated with the serverless computing environment, determining one of the plurality of serverless processing units from the routing table based on fulfilling all of the at least one constraint requirement, and assigning the processing operation to the one of the plurality of serverless processing units on the least costly basis or other optimization consideration.
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Patent Agency Ranking
146.发明授权公开(公告)号：US10992808B1
公开(公告)日：2021-04-27
申请号：US15931619
申请日：2020-05-14
Applicant: NICE LTD
Inventor： Salil Dhawan , Rahul Vyas
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 CT 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.
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147.发明申请公开(公告)号：US20210075911A1
公开(公告)日：2021-03-11
申请号：US17100978
申请日：2020-11-23
Applicant: NICE LTD
Inventor： Suhas Suresh GOGATE
IPC: H04M3/51
Abstract: A computerized method for automatic detection of an availability of an agent to attend a schedule of customer calls in a call center and reassignment thereof may include assessing an agent availability to attend a schedule in a predefined time interval before a starting time of the schedule. If the assigned agent is not available, candidate agent availability may be assessed from a plurality of schedules to participate in the schedule of the unavailable agent. One or more candidate agents from a plurality of agents may be identified to replace the unavailable assigned agent based on the candidate agent availability. A replacement agent chosen from the one or more candidate agents may be assigned based on skills or preferences for each of the one or more identified candidate agents. A supervisor may be notified that the chosen replacement agent will attend the schedule in place of the unavailable assigned agent.
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公开(公告)号：US20210065679A1
公开(公告)日：2021-03-04
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：US10911600B1
公开(公告)日：2021-02-02
申请号：US16740518
申请日：2020-01-13
Applicant: NICE LTD
Inventor： Roman Frenkel , Matan Keret , Roman Shternharts , Itay Kalman Harel , Galya Julya Bar , Yaara Bar , Michal Daisey Momika
Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) collecting call interaction; (ii) storing the collected call interactions; (iii) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (iv) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa, (v) enabling a user to repeat steps (iii) and (iv); (vi) retrieving from the ranked clusters, a list of fraudsters; and transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.
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公开(公告)号：US20210014266A1
公开(公告)日：2021-01-14
申请号：US16506683
申请日：2019-07-09
Applicant: NICE LTD.
Inventor： Matan KERET , Itay HAREL , Amit SHARON
IPC: H04L29/06
Abstract: Systems and methods for generating and implementing a real-time multi-factor authentication policy across multiple channels, are configured to: during a pre-authentication stage: receive, via a user interface, information defining one or more scenarios; receive, via the user interface, information defining one or more authentication flows; for each of the one or more scenarios, map one of the one or more authentication flows to a given scenario; and generate a multi-factor authentication policy associated with each of the one or more scenarios; and during a real-time authentication stage: upon receiving an interaction, identify, by a decision engine, a relevant scenario of the one or more scenarios; implement, by the decision engine, the multi-factor authentication policy associated with the relevant scenario; and determine, by the decision engine, an authentication result.
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