公开(公告)号：US11790380B2

公开(公告)日：2023-10-17

申请号：US17984665

申请日：2022-11-10

Applicant: Nice Ltd.

Inventor： Yuval Shachaf ,  Gennadi Lembersky ,  Roy Klein

IPC: G06Q30/0201 ,  H04M3/51 ,  G06Q10/0637 ,  G06Q30/016 ,  G06Q10/0635 ,  H04M3/523

CPC classification number: G06Q30/0201 ,  G06Q10/0635 ,  G06Q10/0637 ,  G06Q30/016 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M2203/551

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.

公开(公告)号：US20230252391A1

公开(公告)日：2023-08-10

申请号：US18122131

申请日：2023-03-16

Applicant: NICE LTD.

Inventor： Yuval Shachaf ,  Gennadi Lembersky

IPC: G06Q10/0639

CPC classification number: G06Q10/06393

Abstract: A computerized-method for automatically pointing on an influencer on a measured performance change is provided herein. The method may include: receiving one or more metrics from a user to construct a Key Performance Indicators (KPI); retrieving data related to one or more agents during a predefined period for the one or more metrics from one or more performance management databases; calculating a change in KPI; when the calculated change in KPI is negative: calculating an influence of each metric on the calculated change in KPI; calculating an influence of each agent on the calculated change in KPI; checking each agent having a negative change of a goal-accomplished-percentage to downgrade a contribution-factor of an agent having a top-negative-influence on the calculated change in KPI; and forwarding the downgraded contribution factor of the agent having the top-negative-influence on the calculated change in KPI to a downstream application.

公开(公告)号：US11676067B2

公开(公告)日：2023-06-13

申请号：US16791316

申请日：2020-02-14

Applicant: Nice Ltd.

Inventor： Hila Kneller ,  Lior Ben Eliezer ,  Yuval Shachaf ,  Gennadi Lembersky ,  Natan Katz

IPC: G06N20/00 ,  H04L51/02 ,  G10L15/22 ,  G10L15/18 ,  G10L15/16 ,  G10L15/06 ,  G10L15/183 ,  G06F40/30 ,  G10L13/00

CPC classification number: G06N20/00 ,  G06F40/30 ,  G10L15/063 ,  G10L15/16 ,  G10L15/183 ,  G10L15/1815 ,  G10L15/22 ,  H04L51/02 ,  G10L13/00 ,  G10L2015/0631 ,  G10L2015/0633 ,  G10L2015/223

Abstract: A system and method for creating input data to be used to train a conversational bot may include receiving a set of conversations, each conversation including sentences, classifying each sentence into a dialog act taken from a number of dialog acts, for each set of sentences classified into a dialog act, clustering the set of sentences into clusters based on the content (e.g. text) of the sentences, each cluster having a cluster name or label, and generating a language model based on the cluster labels. Slots may be identified in the sentences based in part on the dialog act classifications. A bot may be trained using data such as the slots, language model, and clusters.