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公开(公告)号：US20230078914A1
公开(公告)日：2023-03-16
申请号：US18057345
申请日：2022-11-21
Applicant: NICE LTD.
Inventor： Gregory E. FRANGOS , Thomas S. OTVOS
Abstract: A method for providing anonymized contact information to a workforce management system includes receiving contact information from a plurality of customer business units; assigning each of the plurality of customer business units one or more industry classification codes or product classification codes; anonymizing, by a processor, the contact information to the one or more industry classification codes or product classification codes; receiving, by a processor, a query from a workforce management system for anonymized contact information in one or more industry classification codes or product classification codes; and providing the anonymized contact information to the workforce management system for use in a workforce management predictive model.
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公开(公告)号：US20230062929A1
公开(公告)日：2023-03-02
申请号：US17464040
申请日：2021-09-01
Applicant: NICE Ltd.
Inventor： Advait SAMANT , Kundan JHA , Praver CHAWLA , Sumit VASHISTHA
IPC: G06Q30/02
Abstract: A system and method for generating response data statistics by for example, receiving response data items, each including an associated score measuring the likelihood of a user to recommend. For each data item, if the associated score is null a historical score may be used as the associated score. The response data item may then be categorized into groups based on the associated scores and a ratio of the number of response data items in a group to the total number of response data items may be calculated. Generated data may be displayed for each group.
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公开(公告)号：US20230042350A1
公开(公告)日：2023-02-09
申请号：US17376565
申请日：2021-07-15
Applicant: NICE Ltd.
Inventor： Abhijit Mokashi , Onkar Hingne
IPC: G06Q10/06
Abstract: Embodiments of the invention are directed to a computer-implemented system and method of performing quality assurance. The method may include receiving, by a processor, a quality plan comprising an expected number of evaluation tasks, wherein each evaluation task is distributed to an evaluator of a plurality of evaluators to be completed. For each evaluator, the processor computes an expected number of evaluation tasks to be completed per period, wherein the expected number of evaluation tasks completed per period is based on the expected number of evaluation tasks averaged over a set time period. The processor receives, for each evaluator, a number of actual evaluation tasks completed during the set time period and reassigns one or more evaluation tasks from the evaluator if the actual evaluation tasks completed during the set time period for said evaluator does not meet a predetermined threshold.
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公开(公告)号：US20230014318A1
公开(公告)日：2023-01-19
申请号：US17951369
申请日：2022-09-23
Applicant: Nice Ltd.
Inventor： Simon ROBINS
Abstract: Securely sharing proof of knowledge of information without revealing the information, for example to allow an institution to prove it has knowledge regarding an alert. Code or software may be generated (at a first computer system which takes as input one or more details regarding an entity and returns a value based on a match to one or more actual details regarding the entity. A name may be generated for the code based on information describing the entity, and the code may be published to a blockchain, along with at least one key corresponding to the code. For each name an entry may be creating in an index, converting the name to a blockchain address. A proof based on the code may be generated at a second computer system, which, if verified, results in the first institution and the second institution sharing information regarding the entity.
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公开(公告)号：US11551243B2
公开(公告)日：2023-01-10
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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Patent Agency Ranking
公开(公告)号：US20230005485A1
公开(公告)日：2023-01-05
申请号：US17943049
申请日：2022-09-12
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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公开(公告)号：US20230004586A1
公开(公告)日：2023-01-05
申请号：US17901061
申请日：2022-09-01
Applicant: Nice Ltd.
Inventor： Ariel Smutko , Aviv Yehezkel
IPC: G06F16/338 , H04L51/02 , G06F16/332 , G06F11/34 , G06F16/33
Abstract: A system and method may analyze computer actions on a computer desktop system. Using a data gathering process, a low-level user action information item, describing input by a user (e.g. to the computer desktop system), may be received or gathered. The low-level user action information item may include an input type description and screen window information. Based on a series of low-level user action information items, a process a computer is engaging in with the user may be estimated or determined. The best or most appropriate next low-level user action may be displayed or suggested to the user, e.g. on a computer desktop system to a user.
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公开(公告)号：US11514439B2
公开(公告)日：2022-11-29
申请号：US16801738
申请日：2020-02-26
Applicant: Nice Ltd.
Inventor： Simon Robins
Abstract: Securely sharing proof of knowledge of information without revealing the information, for example to allow an institution to prove it has knowledge regarding an alert. Code or software may be generated (at a first computer system) which takes as input one or more details regarding an entity and returns a value based on a match to one or more actual details regarding the entity. A name may be generated for the code based on information describing the entity, and the code may be published to a blockchain, along with at least one key corresponding to the code. For each name an entry may be creating in an index, converting the name to a blockchain address. A proof based on the code may be generated at a second computer system, which, if verified, results in the first institution and the second institution sharing information regarding the entity.
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公开(公告)号：US11504852B2
公开(公告)日：2022-11-22
申请号：US17070925
申请日：2020-10-15
Applicant: NICE LTD
Inventor： David Geffen , Lior Epstein , Gal Tesler
Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.
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公开(公告)号：US20220366892A1
公开(公告)日：2022-11-17
申请号：US17875964
申请日：2022-07-28
Applicant: Nice Ltd.
Inventor： William Mark FINLAY , Robert William MORRIS , Peter S. CARDILLO , Maria KUNIN
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.
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