公开(公告)号：US20220191326A1

公开(公告)日：2022-06-16

申请号：US17121791

申请日：2020-12-15

Applicant: NICE LTD.

Inventor： Anshu KUMAR ,  Salil DHAWAN ,  Somnath KARDAK

IPC: H04M3/51 ,  G06F40/30 ,  G10L15/18 ,  G10L15/22 ,  G10L15/30

Abstract: A computerized method for evaluating agent-call-logging, in a contact center, is provided herein. The method includes operating an evaluating agent-call-logging module. The operating of an evaluating agent-call-logging module includes: (i) receiving a recorded interaction between an agent and a customer, stored in the database of recorded interactions and a corresponding agent-call-logging, having ‘n’ sentences, stored in the database of call loggings; (ii) operating a speech-to-text algorithm on the received recorded interaction to yield a summarized text thereof. The yielded summarized text is comprised of sentences expressed by the customer; and (iii) operating a semantic comparison unit, to compare each sentence in the yielded summarized text with a corresponding sentence in the agent-call-logging, to yield a Sentence Similarity Score (SSS) for each sentence of the agent-call-logging.

公开(公告)号：US20250139542A1

公开(公告)日：2025-05-01

申请号：US18383488

申请日：2023-10-25

Applicant: NICE LTD.

Inventor： Salil DHAWAN ,  Rahul VYAS ,  Oren GERSTNER ,  Darshan AMBHAIKAR

IPC: G06Q10/0631

Abstract: A computer-implemented method for adjusting agents staffing levels of a successive work-shift of a preassigned ongoing work-shift, during the preassigned ongoing work-shift, in a contact center. The computer-implemented method includes: (i) during the preassigned ongoing work-shift, determining a number of agents to handle inbound-interactions that require one or more skills for the successive work-shift; (ii) comparing the number of agents to handle inbound-interactions that require one or more skills to a threshold; (iii) when the number of agents to handle inbound-interactions that require one or more skills is above the threshold, calculating a number of extra-agents; and (iv) operating a shift-extension module to: (a) select the calculated number of extra-agents from agents having the one or more skills which are assigned to the preassigned ongoing work-shift; and (b) update corresponding schedules of the selected number of extra-agents, in a database of a Workforce Management (WFM) system.

公开(公告)号：US20250094910A1

公开(公告)日：2025-03-20

申请号：US18471090

申请日：2023-09-20

Applicant: NICE LTD.

Inventor： Swati KADU ,  Salil DHAWAN ,  Pramod GIRI ,  Nachiket DESHPANDE ,  Hitesh MADNANI ,  Digambar KUMAR ,  Bhagyashree BHOYAR

IPC: G06Q10/0639

Abstract: Agent proficiency scoring systems and methods, and non-transitory computer readable media, include receiving performance details and behavior details for an agent; calculating a performance score and a behavior score for the agent based on the performance details and the behavior details; combining the performance score and the behavior score to yield a current proficiency score of the agent; calculating a proficiency deviation between the current proficiency score of the agent and a previous proficiency score of the agent; determining whether the proficiency deviation of the agent is within an acceptable range; automatically updating the previous proficiency score, or transmitting a proficiency score request to a supervisor of the agent for review; and implementing one or more actions based on the current proficiency score or the previous proficiency score of the agent.

公开(公告)号：US20240422264A1

公开(公告)日：2024-12-19

申请号：US18335617

申请日：2023-06-15

Applicant: NICE LTD.

Inventor： Bhupendra PANDEY ,  Dhanendra SINGH ,  Rajesh KATKAR ,  Salil DHAWAN

IPC: H04M3/523 ,  H04M3/51

Abstract: A system automatically prioritizes and resumes disconnected customer interactions. The system includes a processor to perform operations that include: receiving a list of disconnected customer interactions, including their metadata; using a prioritization module and the metadata, assigning a priority score to each disconnected interaction; with a queuing module and the respective priority scores, with an agent assignment module, arranging the disconnected interactions in a priority order; assigning an available agent to each disconnected interaction in the priority order; selecting a channel for each disconnected interaction in the priority order, based on a channel recommendation module and the metadata; and re-connecting a disconnected customer with the respective agent via the respective channel for each respective disconnected customer interaction in the priority order.

公开(公告)号：US20240420679A1

公开(公告)日：2024-12-19

申请号：US18336482

申请日：2023-06-16

Applicant: NICE LTD.

Inventor： Ankush JINDAL ,  Bhagyashree BHOYAR ,  Jitesh NEVE ,  Pallav JOSHI ,  Rohit AWALGAONKAR ,  Salil DHAWAN

IPC: G10L13/08 ,  G10L15/00 ,  G10L15/04

Abstract: Translation and customer interaction distribution systems and methods, and non-transitory computer readable media, including receiving an audio interaction from a customer in a source language; identifying the source language from a portion of the audio interaction; dividing the portion of the audio interaction into frames by audio segmentation; converting the frames into text in the source language; translating the text in the source language to text in a target language of an agent; converting the text in the target language to speech in the target language; and providing the speech in the target language to the agent in real-time.

公开(公告)号：US20240386357A1

公开(公告)日：2024-11-21

申请号：US18319337

申请日：2023-05-17

Applicant: NICE LTD.

Inventor： LeAnn HOPKINS ,  Matan KERET ,  Noam KAPLAN ,  Rahul VYAS ,  Salil DHAWAN

IPC: G06Q10/0639 ,  G06N3/044 ,  G06Q10/0631

Abstract: Classification and resolution systems and methods, and non-transitory computer readable media, including receiving a repeat interaction from a customer after a first interaction with a first agent; determining a history of the customer with the contact center, historical statistics of the first agent, skill statistics of the first agent, and contact center information on the first interaction; providing the history of the customer with the contact center, the historical statistics of the first agent, the skill statistics of the first agent, and the contact center information on the first interaction to a source classification model; automatically determining a source of the repeat interaction; automatically ranking based on the determined source of the repeat interaction, one or more reasons for the repeat interaction; and performing an action during the repeat interaction that corresponds to the one or more reasons for the repeat interaction to improve customer satisfaction.

公开(公告)号：US20230078353A1

公开(公告)日：2023-03-16

申请号：US17988786

申请日：2022-11-17

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Rahul VYAS

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

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：US20220245647A1

公开(公告)日：2022-08-04

申请号：US17165449

申请日：2021-02-02

Applicant: NICE LTD.

Inventor： Salil DHAWAN ,  Swati Pranay KADU ,  Yuvraj Amrutrao SAWANT

IPC: G06Q30/00 ,  G06N20/00 ,  G06Q30/02 ,  H04M3/51

Abstract: Systems for and methods of assessing the priority of a customer reported issue include receiving input regarding a customer issue experienced by a customer; calculating an incident grievance score by inserting the received input into a machine learning model; assigning a priority to the customer issue based on the calculated incident grievance score; receiving updated input regarding the customer issue; periodically recalculating the incident grievance score for the customer issue by inserting the received input and the updated input into the machine learning model; changing the priority of the customer issue when the recalculated incident grievance score differs from the calculated incident grievance score; and notifying a team assigned to fix the customer issue when the priority of the customer issue changes.

公开(公告)号：US20240394640A1

公开(公告)日：2024-11-28

申请号：US18200058

申请日：2023-05-22

Applicant: NICE LTD.

Inventor： Matan KERET ,  Rahul VYAS ,  Salil DHAWAN ,  Or GERSHON

IPC: G06Q10/0639 ,  G06Q30/02

Abstract: A computerized-method for calculating a level of friction within a customer and agent interaction, for quality improvement thereof, in a multichannel contact center. The computerized-method includes operating, for each interaction between the customer and the agent, in each channel, an Interaction Friction Score (IFS) calculation module. The IFS calculation module includes retrieving a transcript and interaction metadata of the interaction between the customer and the agent from the friction datastore and the database of interactions transcripts and metadata. The transcript includes ‘N’ sentences and calculating an IFS of the interaction between the customer and the agent then forwarding each interaction between the customer and the agent having a calculated IFS above a calculated Interaction Friction Threshold (IFT) for an intervention.

公开(公告)号：US20240242143A1

公开(公告)日：2024-07-18

申请号：US18097324

申请日：2023-01-16

Applicant: NICE LTD.

Inventor： Harshad AMBEKAR ,  Salil DHAWAN ,  Swati KADU

IPC: G06Q10/0631 ,  G06Q10/0639 ,  H04M3/51

CPC classification number: G06Q10/063116 ,  G06Q10/06398 ,  H04M3/5175 ,  H04M2203/402

Abstract: A computerized-method for identifying high impacted schedules, in a contact center is provided herein. The computerized-method includes retrieving schedules of agents during a preconfigured period from a Workforce Management (WFM) system. For each schedule: (i) operating a schedule quotient module to derive schedule-quotient score; (ii) operating an agent quotient module to derive agent-quotient score; (iii) operating a Schedule Impact Score (SIS) module to derive a schedule-impact score based on the derived schedule-quotient score and the derived agent-quotient score; and (iv) operating a recommendation module for auto-corrective measures in one or more systems based on the derived schedule-impact score.