公开(公告)号：US20240412147A1

公开(公告)日：2024-12-12

申请号：US18811816

申请日：2024-08-22

Applicant: NICE LTD.

Inventor： Kunal KHANVILKAR ,  Rahul VYAS ,  Salil DHAWAN ,  Sourav CHAUHAN

IPC: G06Q10/0639 ,  H04M3/523

Abstract: A computerized-method for determining an agent-proficiency when addressing concurrent customer sessions via one or more channel types and utilization thereof. The computerized-method includes operating a Concurrent-Sessions-Handling-Agent-Proficiency (CSHAP) module. The CSHAP-module includes: (a) operating an interactions-module to retrieve one or more interactions and metadata thereof of the agent; (b) for each interaction, determining if the interaction has been handled with concurrent interactions; (c) for each determined interaction as handled with concurrent interactions, checking in the metadata if the interaction has one or more defocused-events; (d) calculating a CSHAP-score for the agent based on one or more attributes from the metadata of the interaction to provide an indication as to an ability of the agent to address concurrent customer sessions; (e) storing the calculated CSHAP-score in a data-store; and (f) sending the CSHAP-score to one or more applications, to take one or more follow-up actions based on the CSHAP-score.

公开(公告)号：US20240371368A1

公开(公告)日：2024-11-07

申请号：US18312146

申请日：2023-05-04

Applicant: Nice Ltd.

Inventor： Lior INTRATOR ,  Tal HAGUEL

IPC: G10L15/183 ,  G06N20/00 ,  G10L15/10 ,  G10L15/22

Abstract: Systems and methods for mapping a set of output values of a first learning model to a distribution of a set of output values of a second learning model include: calculating a distribution function for a set of source values; calculating a distribution function for a set of target values; calculating a set of quantiles for each distribution function; using the set of quantiles in a linear interpolation of the set of target values to obtain a source values array and a matched interpolated values array; calculating an absolute distance from each value in the source values array to the first set of output values of the first learning model; determining a corresponding value in the matched interpolated values array corresponding to a value in the source values array which has the smallest said absolute distance; and outputting a set of matched values.

公开(公告)号：US20240242033A1

公开(公告)日：2024-07-18

申请号：US18156050

申请日：2023-01-18

Applicant: NICE LTD.

Inventor： Lior INTRATOR ,  Dalya BELL ,  Tal HAGUEL ,  Neta ROSENFELD ,  Yonatan ROSEN ,  Koren GERSHONI

IPC: G06F40/30 ,  G06Q50/00 ,  G06V30/14 ,  G06V30/262

CPC classification number: G06F40/30 ,  G06Q50/01 ,  G06V30/14 ,  G06V30/274

Abstract: A machine learning (ML) system and methods are provided that are configured to correlate text data with corresponding image data for image sentiment analysis. The system includes a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform image processing operations which include receiving image data for an image posted on a social networking platform, determining whether there is text data, performing image data extraction operations, analyzing the text data, determining and combining a score for the image and text data, determining an image sentiment or a text sentiment, calculating weighted metrics based on the image sentiment or the text sentiment, determining historical customer data interactions of the customer, and recommending one or more actions based on the weighted metrics.

公开(公告)号：US20240176785A1

公开(公告)日：2024-05-30

申请号：US18071008

申请日：2022-11-29

Applicant: Nice Ltd.

Inventor： Darshan AMBHAIKAR ,  Seemit Vijay SHAH ,  Yuvraj Amrutrao SAWANT ,  Nick MARTIN

IPC: G06F16/2457 ,  G06F16/22

CPC classification number: G06F16/24573 ,  G06F16/2272 ,  G06F16/2358

Abstract: A computerized system and method may quantify a level or degree of monotony associated with the execution of repetitive tasks involving a plurality of computing devices—and may accordingly determine or choose a task schedule for which the smallest degree of monotony is calculated. A computerized system comprising one or more processors, a communication interface to communicate via a communication network with remote computing devices, and a memory including data items describing tasks involving the remote computing devices, may be used for selecting remote computers based on the stored data items; calculate monotony indices for the selected computing devices based on, e.g., a plurality of tasks and corresponding time windows (in which, e.g., the tasks were performed or executed); automatically documenting the calculated monotony indices in a database; and transmitting instructions to automatically execute computer operations on a remote computer based on calculated monotony indices.

公开(公告)号：US11961031B2

公开(公告)日：2024-04-16

申请号：US17136045

申请日：2020-12-29

Applicant: NICE LTD

Inventor： Harshit Kumar Sharma ,  Salil Dhawan ,  Rahul Vyas

IPC: G06Q10/0639 ,  G06F16/22 ,  G06Q10/10 ,  G06Q30/016 ,  H04M3/523 ,  G06F16/25

CPC classification number: G06Q10/06398 ,  G06F16/22 ,  G06Q10/103 ,  G06Q30/016 ,  H04M3/523 ,  G06F16/252

Abstract: A computerized-method for gauging agent's self-assessment effectiveness, is provided herein. The computerized-method includes for each interaction (i) operating a Self-assessment Consolidation module to calculate a confidence-interval for each data-point of one or more preconfigured data-points, and (ii) operating a Self-assessment Divergence Determinant (SDD) module. The operating of the SDD includes: retrieving one or more data-points of the interaction; for each data-point retrieving the confidence interval; setting a divergence-indicator as zero, when the data point is within the confidence-interval; setting the divergence-indicator as a subtraction of the data point from the calculated lower-bound, when the data-point is lower than the lower-bound of the confidence-interval; and setting the divergence-indicator as a subtraction of the calculated upper-bound from the data-point, when the data-point is greater than the upper-bound of the confidence-interval. Then, accumulating the divergence-indicator of the data-points to yield an SDD for the interaction; and sending the SDD to one or more systems.

公开(公告)号：US20240086796A1

公开(公告)日：2024-03-14

申请号：US17942633

申请日：2022-09-12

Applicant: Nice Ltd.

Inventor： Ofir MECAYTEN ,  Yaron COHEN ,  Gil NAKASH

IPC: G06Q10/06

CPC classification number: G06Q10/063114 ,  G06Q10/06395 ,  G06Q10/06398

Abstract: A computerized system and method may determine the recording and/or storing and/or deleting of data items received from remotely connected computer systems, which may be for example interaction recordings associated with a plurality of agents as part of their activity within a given system or organization, using a supervised classification machine learning based approach. A computerized system comprising one or more processors, a communication interface to communicate via a communication network with remote computing devices, and a memory including a data store of a plurality of data items, may be used for extracting features from a plurality of data items; predicting evaluation likelihood values based on the features; deriving storing percentages for a plurality of remote computing devices; and, based on likelihood values and storing percentages, recording and/or storing and/or deleting a plurality of data items from a data store or database.

公开(公告)号：US20230421695A1

公开(公告)日：2023-12-28

申请号：US17850481

申请日：2022-06-27

Applicant: NICE LTD

Inventor： Rahul VYAS ,  Salil DHAWAN ,  Jason WILLIAMS

IPC: H04M3/51

CPC classification number: H04M3/5175

Abstract: Agent credibility systems and methods, and non-transitory computer readable media, include receiving a recorded interaction between a customer and a contact center agent; retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score is based on values of a plurality of credibility assessment factors for a time interval that are stored in a historical agent database, and wherein the lower the CDD score, the higher a credibility of the contact center agent; filtering out the recorded interaction when the CDD score is less than or equal to a defined threshold; and providing the recorded interaction to a supervisor of the contact center agent or a quality management application when the CDD score is greater than the defined threshold.

公开(公告)号：US11792325B2

公开(公告)日：2023-10-17

申请号：US17544969

申请日：2021-12-08

Applicant: NICE LTD.

Inventor： Ofir Mecayten ,  Yaron Cohen ,  Yossi Neeman

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06 ,  G06Q10/0639

CPC classification number: H04M3/5233 ,  G06Q10/06393 ,  G06Q10/06395 ,  H04M3/5175 ,  H04M3/5237 ,  H04M2203/402

Abstract: A computerized-method for a personalized screen recording in a contact center is provided herein. The computerized-method includes, before each interaction between an agent and a customer, operating a predictive screen recording module to yield an Agent Recording Percentage (ARP) value; and based on the ARP value, operating a recording of screen events module for recording one or more voice or digital interactions, on one or more screens associated to a computing device of the agent.

公开(公告)号：US20230297907A1

公开(公告)日：2023-09-21

申请号：US17694784

申请日：2022-03-15

Applicant: NICE LTD.

Inventor： Noam KAPLAN ,  Gennaldi LEMBERSKY

IPC: G06Q10/06

CPC classification number: G06Q10/063112 ,  G06Q10/06316

Abstract: A method for allocating resources for a plurality of time intervals, including: receiving a forecasted workload and at least one required service metric value; applying a search algorithm to identify an initial allocation assignment; inputting the assignment to a machine learning algorithm, the machine learning algorithm trained on historic data of past intervals; predicting an expected service metric value provided by the initial allocation assignment; adjusting the initial allocation assignment based on a difference between the expected service metric value and the corresponding required service metric value; iteratively repeating the applying, inputting, predicting, and adjusting operations until one of: the expected service metric value predicted for an adjusted allocation assignment is within a predetermined distance of the corresponding at least one required service metric value for the interval; or a predetermined time has elapsed.

公开(公告)号：US20230281236A1

公开(公告)日：2023-09-07

申请号：US17684034

申请日：2022-03-01

Applicant: NICE LTD

Inventor： Naomi ZEICHNER ,  Tal HAGUEL

IPC: G06F16/35 ,  G06F16/93 ,  G06F40/30 ,  G06F40/279

CPC classification number: G06F16/355 ,  G06F16/93 ,  G06F40/30 ,  G06F40/279

Abstract: Semantic search systems and methods, and non-transitory computer readable media, include receiving divided text of at least two participants from a customer interaction; applying a clustering algorithm to the divided text to create a plurality of word clusters per participant, wherein each word cluster comprises topic words, phrases, or sentences; applying a word-embedding algorithm to the topic words, phrases, or sentences in each word cluster to produce a numeric representation of each word cluster; and storing the numeric representation of each word cluster and the topic words, phrases, or sentences in each word cluster in a document.