公开(公告)号：US11587549B2

公开(公告)日：2023-02-21

申请号：US17875910

申请日：2022-07-28

Applicant: Nice Ltd.

Inventor： William Mark Finlay ,  Robert William Morris ,  Peter S. Cardillo ,  Maria Kunin

IPC: G10L15/02 ,  G10L15/08

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.

公开(公告)号：US11310363B2

公开(公告)日：2022-04-19

申请号：US17227849

申请日：2021-04-12

Applicant: Nice Ltd.

Inventor： Robert William Morris ,  Jon Augustus Arrowood ,  Brett Victor Forman

IPC: H04M3/00 ,  H04M3/51 ,  G06Q10/06 ,  H04M3/22

Abstract: A method for providing coachable events for agents within a call center is provided. Behavior score waveforms for interactions and behaviors can be determined. Events can be identified in the behavior score waveforms within identified durations, and a relevancy of one or more events to one or more behaviors can be determined.

公开(公告)号：US11157916B2

公开(公告)日：2021-10-26

申请号：US16693411

申请日：2019-11-25

Applicant: Nice Ltd.

Inventor： Steven Richard Arnold ,  Katie Truong ,  Robert William Morris

IPC: G06Q30/00 ,  G06N20/10 ,  H04M3/493 ,  H04M3/523 ,  H04M3/51 ,  H04M11/10 ,  G10L15/16

Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.