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公开(公告)号：US11272056B2
公开(公告)日：2022-03-08
申请号：US16864376
申请日：2020-05-01
Applicant: NICE LTD.
Inventor： Ifat Shwartz , Tal Raskin , Michael Segal , Natan Katz
Abstract: Methods for routing customers to an agent include receiving a customer communication; representing the customer communication as an array of one or more agent skills desired to handle the customer communication in one hot coding format or as a vector with an induced metric using an embedding algorithm; routing the represented customer communication to an agent having the one or more agent skills; measuring performance of the agent in relation to the one or more agent skills during or after the customer communication; updating, in real-time, one or more performance scores of the agent in a skill profile, wherein the one or more performance scores are related to the one or more agent skills; and routing subsequent customer communications based on the updated one or more performance scores.
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公开(公告)号：US20210358503A1
公开(公告)日：2021-11-18
申请号：US15931892
申请日：2020-05-14
Applicant: Nice Ltd.
Inventor： Matan Keret , Anat Malin , Natan Katz , Shunit Metz , Sigal Lev , Jeremy Hoyland
Abstract: A system and method may identify a fraud ring based on call or interaction data by analyzing by a computer processor interaction data including audio recordings to identify clusters of interactions which are suspected of involving fraud each cluster including the same speaker; analyzing by the computer processor the clusters, in combination with metadata associated with the interaction data, to identify fraud rings, each fraud ring describing a plurality of different speakers, each fraud ring defined by a set of speakers and a set of metadata corresponding to interactions including that speaker; and for each fraud ring, creating a relevance value defining the relative relevance of the fraud ring.
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