公开(公告)号：US10956914B2

公开(公告)日：2021-03-23

申请号：US16564841

申请日：2019-09-09

Applicant: NICE LTD.

Inventor： Hila Kneller ,  Gennadi Lembersky

IPC: G06Q30/00 ,  G10L15/22 ,  G10L15/18 ,  G06N5/02 ,  G06N20/00 ,  G06N3/08

Abstract: Systems and methods of mapping a customer journey in an interactive voice response (IVR) system to a contact reason from a contact reasons list: receive an IVR log comprising a plurality of customer journey entries, wherein each customer journey entry comprises a sequence of one or more menu identifiers; generate an embedding vector for each menu identifier; filter one or more menu identifiers from a menu identifier list, wherein the menu identifier list comprises all menu identifiers contained in the IVR log; cluster one or more remaining menu identifiers from the menu identifier list into one or more clusters, based on the embedding vector of each menu identifier; map each cluster to a contact reason; and create a rule that categorizes a newly received IVR sequence based on a cooccurrence of at least one menu identifier in the newly received IVR sequence and in a given cluster.

公开(公告)号：US20210074301A1

公开(公告)日：2021-03-11

申请号：US17071777

申请日：2020-10-15

Applicant: NICE LTD.

Inventor： Shahar FAIANS ,  Avraham LOUSKY ,  Elad HOFFMAN ,  Alon Moshe SABBAN ,  Jade Tarni KAHN ,  Roie MANDLER

IPC: G10L17/04 ,  G06Q30/00 ,  H04L29/06 ,  G10L17/22 ,  G10L17/06

Abstract: Some aspects of the invention may include a computer-implemented method for enrolling voice prints generated from audio streams, in a database. The method may include receiving an audio stream of a communication session and creating a preliminary association between the audio stream and an identity of a customer that has engaged in the communication session based on identification information. The method may further include determining a confidence level of the preliminary association based on authentication information related to the customer and if the confidence level is higher than a threshold, sending a request to compare the audio stream to a database of voice prints of known fraudsters. If the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer and enrolling the voice print in a customer voice print database.

公开(公告)号：US10893143B2

公开(公告)日：2021-01-12

申请号：US16901020

申请日：2020-06-15

Applicant: NICE LTD

Inventor： Suhas Suresh Gogate

IPC: H04M3/00 ,  H04M3/51

Abstract: A computerized method for automatic detection of an availability of an agent to attend a schedule of customer calls in a call center and reassignment thereof may include assessing an agent availability to attend a schedule in a predefined time interval before a starting time of the schedule. If the assigned agent is not available, candidate agent availability may be assessed from a plurality of schedules to participate in the schedule of the unavailable agent. One or more candidate agents from a plurality of agents may be identified to replace the unavailable assigned agent based on the candidate agent availability. A replacement agent chosen from the one or more candidate agents may be assigned based on skills or preferences for each of the one or more identified candidate agents. A supervisor may be notified that the chosen replacement agent will attend the schedule in place of the unavailable assigned agent.

公开(公告)号：US20200382641A1

公开(公告)日：2020-12-03

申请号：US16996602

申请日：2020-08-18

Applicant: Nice Ltd.

Inventor： Leon PORTMAN ,  Liron Stein ,  Amram Amir Cohen ,  Alexander Grushko ,  Dror Eilan ,  Raanan Gonen ,  Naor Haimov

IPC: H04M3/51 ,  H04M3/523

Abstract: A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.

公开(公告)号：US10805456B2

公开(公告)日：2020-10-13

申请号：US16532674

申请日：2019-08-06

Applicant: NICE Ltd.

Inventor： Efim Kolodizner ,  Aviv Sevillia ,  Uri Frieder

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/22 ,  H04M3/523

Abstract: A system or method for dynamic redundant call recording may include a plurality of recording devices, each recording device having a plurality of recording resources, and a resource allocator. The resource allocator may receive a request from a call receiving node for commencement of a recording session. It may then attempt to connect to a first one of the plurality of recording devices and if successful, establish a recording session between the call receiving node and the recording device, or if not successful, attempting to connect the recording session controller to a second one of the multiple recording devices. Two resource allocators may operate in parallel to establish dual recording using resources at two different recording devices. Call content may be recorded separately from call metadata and may be integrated with the metadata using a unique call ID.

公开(公告)号：US10740123B2

公开(公告)日：2020-08-11

申请号：US16449950

申请日：2019-06-24

Applicant: NICE LTD.

Inventor： Alexander Vaindiner ,  Vitaly Shelest ,  Semyon Kleinerman

IPC: G06K9/00 ,  G06F9/451 ,  G06F8/10 ,  G06T5/20 ,  G06T7/13 ,  G06T5/00 ,  G06F8/38

Abstract: A system and method for accessing elements of a table in a digital image of the table, including: obtaining the digital image of the table; finding table elements in the digital image based on digital table properties, wherein the table elements define table cells; calculating coordinates of the table cells in the digital image based on the table elements; and accessing content of a selected table cell in the digital image using the coordinates of the selected table element.

公开(公告)号：US10728390B2

公开(公告)日：2020-07-28

申请号：US16792347

申请日：2020-02-17

Applicant: NICE LTD

Inventor： Suhas Suresh Gogate

IPC: H04M3/51

Abstract: A computerized method for automatic detection of an availability of an agent to attend a schedule of customer calls in a call center and reassignment thereof may include assessing an agent availability to attend a schedule in a predefined time interval before a starting time of the schedule. If the assigned agent is not available, candidate agent availability may be assessed from a plurality of schedules to participate in the schedule of the unavailable agent. One or more candidate agents from a plurality of agents may be identified to replace the unavailable assigned agent based on the candidate agent availability. A replacement agent chosen from the one or more candidate agents may be assigned based on skills or preferences for each of the one or more identified candidate agents. A supervisor may be notified that the chosen replacement agent will attend the schedule in place of the unavailable assigned agent.

公开(公告)号：US20200211571A1

公开(公告)日：2020-07-02

申请号：US16236655

申请日：2018-12-31

Applicant: NICE LTD

Inventor： Alon Menahem SHOA ,  Roman FRENKEL ,  Matan KERET

IPC: G10L17/22

Abstract: A method for separating and authenticating speech of a speaker on an audio stream of speakers over an audio channel may include receiving audio stream data of the audio stream with speech from a speaker to be authenticated speaking with a second speaker. A voiceprint may be generated for each data chunk in the audio stream data divided into a plurality of data chunks. The voiceprint for each data chunk may be assessed as to whether the voiceprint has speech belonging to the speaker to be authenticated or to the second speaker using representative voiceprints of both speakers. An accumulated voiceprint may be generated using the verified data chunks with speech of the speaker to be authenticated. The accumulated voiceprint may be compared to the reference voiceprint of the speaker to be authenticated for authenticating the speaker speaking with the second speaker over the audio channel.

公开(公告)号：US20200186647A1

公开(公告)日：2020-06-11

申请号：US16792347

申请日：2020-02-17

Applicant: NICE LTD

Inventor： Suhas Suresh GOGATE

IPC: H04M3/51

Abstract: A computerized method for automatic detection of an availability of an agent to attend a schedule of customer calls in a call center and reassignment thereof may include assessing an agent availability to attend a schedule in a predefined time interval before a starting time of the schedule. If the assigned agent is not available, candidate agent availability may be assessed from a plurality of schedules to participate in the schedule of the unavailable agent. One or more candidate agents from a plurality of agents may be identified to replace the unavailable assigned agent based on the candidate agent availability. A replacement agent chosen from the one or more candidate agents may be assigned based on skills or preferences for each of the one or more identified candidate agents. A supervisor may be notified that the chosen replacement agent will attend the schedule in place of the unavailable assigned agent.

公开(公告)号：US20200065831A1

公开(公告)日：2020-02-27

申请号：US16106075

申请日：2018-08-21

Applicant: Nice Ltd.

Inventor： Yuval SHACHAF ,  Gennadi LEMBERSKY ,  Roy KLEIN

IPC: G06Q30/02 ,  G06Q30/00

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.