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11.发明公开公开(公告)号：US20230215429A1
公开(公告)日：2023-07-06
申请号：US17570121
申请日：2022-01-06
Applicant: NICE LTD
Inventor： Gennadi LEMBERSKY , Neta ROSENFELD
Abstract: A system and methods are provided to analyze audio signals from an incoming voice call. The system includes a processor and a computer readable medium operably coupled thereto, to perform voice analysis operations which include receiving a first audio signal comprising a first audio waveform of a first speech between at least two users during the incoming voice call, accessing speech segment parameters for analyzing the audio signals, determining one or more talk-over segments in the first audio waveform using the speech segment parameters, extracting audio features from each of the one or more talk-over segments, determining, using a machine learning (ML) model trained for interruption analysis of the audio signals, whether each of the one or more talk-over segments are a negative interruption or a non-negative interruption based on the audio features, and determining whether to output a first notification for the negative interruption or the non-negative interruption.
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公开(公告)号：US20220092616A1
公开(公告)日：2022-03-24
申请号：US17541856
申请日：2021-12-03
Applicant: Nice Ltd.
Inventor： Yuval SHACHAF , Gennadi LEMBERSKY , Roy KLEIN
Abstract: A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.
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公开(公告)号：US20210097634A1
公开(公告)日：2021-04-01
申请号：US16583303
申请日：2019-09-26
Applicant: NICE LTD.
Inventor： David Geffen , Yuval SHACHAF , Gennadi LEMBERSKY
Abstract: A system and method for selecting a training program from a plurality of training programs for a selected worker may include evaluating performance improvement of a plurality of workers who have taken training programs of the plurality of training programs, and associating a performance improvement grade to each of the workers for each of the training programs the worker has taken; selecting, in a worker database, workers that are similar to the selected worker; and selecting the training program for the selected worker based on the performance improvement grades associated with the similar workers for the plurality of training programs.
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公开(公告)号：US20200082822A1
公开(公告)日：2020-03-12
申请号：US16564841
申请日：2019-09-09
Applicant: NICE LTD.
Inventor： Hila KNELLER , Gennadi LEMBERSKY
Abstract: Systems and methods of mapping a customer journey in an interactive voice response (IVR) system to a contact reason from a contact reasons list: receive an IVR log comprising a plurality of customer journey entries, wherein each customer journey entry comprises a sequence of one or more menu identifiers; generate an embedding vector for each menu identifier; filter one or more menu identifiers from a menu identifier list, wherein the menu identifier list comprises all menu identifiers contained in the IVR log; cluster one or more remaining menu identifiers from the menu identifier list into one or more clusters, based on the embedding vector of each menu identifier; map each cluster to a contact reason; and create a rule that categorizes a newly received IVR sequence based on a cooccurrence of at least one menu identifier in the newly received IVR sequence and in a given cluster.
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