公开(公告)号：US20220303359A1

公开(公告)日：2022-09-22

申请号：US17727855

申请日：2022-04-25

Applicant: NICE LTD.

Inventor： Jonathan EREZ ,  Ofir MECAYTEN ,  Yaron COHEN

IPC: H04L67/568 ,  H04M3/42 ,  H04M3/51

Abstract: A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.

公开(公告)号：US20220255976A1

公开(公告)日：2022-08-11

申请号：US17727853

申请日：2022-04-25

Applicant: NICE LTD.

Inventor： Yaron COHEN ,  Ofir MECAYTEN

IPC: H04L65/60 ,  H04L65/1066

Abstract: A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In a network having a direct media streaming between a first media-client and a source device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source device, switching from the direct media streaming mode to a media forking mode by starting a media forting service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source device.

公开(公告)号：US20220253551A1

公开(公告)日：2022-08-11

申请号：US17171471

申请日：2021-02-09

Applicant: Nice Ltd.

Inventor： Tal HAGUEL ,  Coral SCHACHAR ,  Roni KRIVOSHEY ,  Michael PUTTER ,  Oleksii HUNKO ,  Oren FELD

IPC: G06F21/62

Abstract: A system and method for concealing sensitive information may include receiving a screenshot, determining a part of the screenshot includes sensitive information, concealing the sensitive information to thus generate a modified screenshot, and recording the modified screenshot.

公开(公告)号：US20220198364A1

公开(公告)日：2022-06-23

申请号：US17124562

申请日：2020-12-17

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Harshit Kumar Sharma ,  Rahul Vyas

IPC: G06Q10/06 ,  H04M3/22

Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction; (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.

公开(公告)号：US20220191327A1

公开(公告)日：2022-06-16

申请号：US17687721

申请日：2022-03-07

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Rahul VYAS

IPC: H04M3/51 ,  H04M3/523 ,  H04L65/10 ,  H04L65/1059

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard dining the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

公开(公告)号：US11362931B2

公开(公告)日：2022-06-14

申请号：US17380190

申请日：2021-07-20

Applicant: NICE LTD.

Inventor： Yaron Cohen ,  Peri Fishgold ,  Alexander Malev

IPC: H04L29/08 ,  H04L45/021 ,  H04L67/1004 ,  H04L43/50 ,  H04L45/00

Abstract: A system is provided for optimized selection of a plurality of processing units for resource intensive processing operations. The system includes a processor and a computer readable medium operably coupled thereto, to perform the scheduling operations which include receiving a processing operation for a data input that requires processing in a computing environment, determining at least one constraint requirement imposed on performing the processing operation that are all required to be fulfilled for successful completion of the processing operation, accessing a routing table associated with the computing environment, determining one of the plurality of processing units from the routing table based on fulfilling all of the at least one constraint requirement, and assigning the processing operation to the one of the plurality of processing units on the least costly basis or other optimization consideration. The processing units are serverless in a preferred embodiment.

公开(公告)号：US20220182485A1

公开(公告)日：2022-06-09

申请号：US17112352

申请日：2020-12-04

Applicant: NICE LTD.

Inventor： Roman FRENKEL ,  Matan KERET ,  Amit SHARON

IPC: H04M3/22 ,  G06K9/00 ,  G06F17/16

Abstract: Systems for and methods of training a spoofing detection model include receiving a plurality of customer call interactions; classifying each of the plurality of customer call interactions as a spoofed call or a non-spoofed call using a spoofing detection model; generating a voiceprint for each of the plurality of customer call interactions; comparing the generated voiceprints; grouping the generated voiceprints into one or more clusters based on the comparing, wherein each cluster represents a single speaker; locating a cluster containing a spoofed call and a non-spoofed call, thereby indicating that the non-spoofed call was misclassified by the spoofing detection model; and updating the spoofing detection model with the non-spoofed call.

公开(公告)号：US11343346B1

公开(公告)日：2022-05-24

申请号：US17207692

申请日：2021-03-21

Applicant: NICE LTD.

Inventor： Jonathan Erez ,  Ofir Mecayten ,  Yaron Cohen

IPC: H04L67/568 ,  H04M3/51 ,  H04M3/42

Abstract: A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.

公开(公告)号：US11302346B2

公开(公告)日：2022-04-12

申请号：US16776601

申请日：2020-01-30

Applicant: Nice Ltd.

Inventor： Jessica Perri ,  Amelie Stephan ,  Julia Laski ,  Mark Schmelzenbach ,  Sara Olson ,  Shaun Matthews

IPC: G10L25/63 ,  G10L15/06 ,  G10L15/183 ,  G10L15/22 ,  G06N20/00

Abstract: A computer based system and method for automatically detecting frustration in an interaction, may include: identifying in the interaction using a set of linguistic rules, natural language patterns related to frustration, wherein the linguistic rules further define weights associated with the natural language patterns and rule metadata; reviewing the rule metadata associated with the identified natural language patterns to identify override attributes, wherein if the rule metadata does not include override attributes, then a frustration level in the interaction is determined based on the identified natural language patterns and weights associated with the identified natural language patterns; and if the rule metadata includes override attributes than the frustration level is determined based on the identified override attributes.

公开(公告)号：US20220108280A1

公开(公告)日：2022-04-07

申请号：US17551902

申请日：2021-12-15

Applicant: NICE Ltd.

Inventor： Kalyani Jyotii CHENNUPATI ,  Tawana Labelle MANNING ,  Ammata SOUTDARANY

IPC: G06Q10/10 ,  G09B19/00 ,  G06F9/54 ,  G06F3/0482

Abstract: A system and method for intelligent adherence analysis/conformance analysis coaching where a graphical user interface, which allows a supervisor to select a date range and an objective, such as a goal amount of adherence/conformance to occur at a goal frequency, is displayed; adherence/conformance data, for one or more agents, is received, agents are determined to require coaching based on a comparison of the adherence/conformance data at the goal frequency to the goal amount of occurrences of the goal amount of adherence/conformance at the goal frequency; coaching sessions are scheduled with each of the agents determined to require coaching; and an alert, which includes information indicating why the agent requires coaching, is transmitted to each of those agents.