公开(公告)号：US20250124808A1

公开(公告)日：2025-04-17

申请号：US18378714

申请日：2023-10-11

Applicant: NICE LTD.

Inventor： Mahesh BAIRAGI ,  Idan VARSHAVSKI ,  Amol ANWADE

IPC: G09B19/00 ,  G06Q10/0639

Abstract: A computer-implemented method for consistently identifying an agent for a coaching-session and assessing relevant-coaching-subject to the coaching-session. The computer-implemented method includes: (i) receiving agents having KPIs below a threshold; for each agent: (ii) receiving focus-area and related behaviors for the KPIs; (iii) retrieving interactions and associated categories and behaviors; (iv) retrieving evaluations of the retrieved interactions that are below a threshold, and related interactions; (v) marking each category that is having an evaluation below the threshold; (vi) retrieving associated focus-area with behaviors for each category that is classified as negative; (vii) determining a number of categories for the coaching-session; (viii) identifying behaviors from interactions related to the categories based on the associated focus-area; (ix) determining a number of behaviors; (x) calculating a co-relation score for each behavior and associated focus-area; and (xi) selecting a number of behaviors and associated focus-area having highest co-relation score to schedule a coaching-session therewith.

公开(公告)号：US12277395B2

公开(公告)日：2025-04-15

申请号：US18156050

申请日：2023-01-18

Applicant: NICE LTD.

Inventor： Lior Intrator ,  Dalya Bell ,  Tal Haguel ,  Neta Rosenfeld ,  Yonatan Rosen ,  Koren Gershoni

IPC: G06F40/30 ,  G06Q50/00 ,  G06V30/14 ,  G06V30/262

Abstract: A machine learning (ML) system and methods are provided that are configured to correlate text data with corresponding image data for image sentiment analysis. The system includes a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform image processing operations which include receiving image data for an image posted on a social networking platform, determining whether there is text data, performing image data extraction operations, analyzing the text data, determining and combining a score for the image and text data, determining an image sentiment or a text sentiment, calculating weighted metrics based on the image sentiment or the text sentiment, determining historical customer data interactions of the customer, and recommending one or more actions based on the weighted metrics.

公开(公告)号：US12267461B2

公开(公告)日：2025-04-01

申请号：US18226283

申请日：2023-07-26

Applicant: NICE LTD.

Inventor： Pramod Giri ,  Salil Dhawan ,  Swati Kadu

IPC: H04M3/523

Abstract: A computer-implemented method for dynamically prioritizing inbound interactions in a digital multi-channel contact center. The computer-implemented method includes for each inbound interaction via a digital channel: (i) operating an interaction analyzer module to extract one or more metadata parameters from the inbound interaction; (ii) operating a prioritization module to calculate a Digital Interaction Priority Score (DIPS) of the inbound interaction based on the one or more metadata parameters; and (iii) forwarding the DIPS to an interaction distribution module to route the inbound interaction to an agent based on the DIPS. The DIPS is periodically updated until the interaction is assigned to the agent.

公开(公告)号：US20250078009A1

公开(公告)日：2025-03-06

申请号：US18458553

申请日：2023-08-30

Applicant: NICE LTD.

Inventor： Swapnil THAKARE ,  Gennadi LEMBERSKY ,  Brijesh UPADHYAY ,  Abhijit MOKASHI

IPC: G06Q10/0639 ,  H04M3/51

Abstract: Systems adapted to measure impact of supervisor actions and methods, and non-transitory computer readable media, include identifying an interaction where a contact center supervisor performed a supervisor action, where the supervisor supervised a contact center agent; identifying a supervisor intervention point in the interaction; determining an impact score for each of a plurality of behavioral factors; aggregating the impact scores for the plurality of behavioral factors and determining an average of the impact scores to provide an overall impact score for the supervisor action; and performing an action automatically based on the overall impact score to improve contact center performance.

公开(公告)号：US20250030800A1

公开(公告)日：2025-01-23

申请号：US18223037

申请日：2023-07-18

Applicant: NICE LTD.

Inventor： Sean PURDY ,  Sudarshan Kannan

IPC: H04M3/51 ,  G10L13/04 ,  G10L15/18

Abstract: A computer-implemented method for playing a personalized voice recording with a status update to follow-up customer on an inbound call in a contact center. The computer-implemented method includes marking one or more open tickets as predicted for follow-up inbound call and predicted date and time for the follow-up call in an inbound database; updating status of one or more open ticket marked as predicted for follow-up inbound call and predicted date and time; converting the updated status to a voice recording; and operating an inbound software to identify an inbound call as a follow-up inbound call of a customer received via a Voice over Internet Protocol (VoIP) network communicating with a customer's mobile device. The customer has an open ticket with an updated status and playing voice recording with the status update in the identified inbound call, thus reducing customers waiting time and agents' workload.

公开(公告)号：US20250021909A1

公开(公告)日：2025-01-16

申请号：US18349497

申请日：2023-07-10

Applicant: NICE LTD.

Inventor： Kanchan VASNANI ,  Richa DEO ,  Vaibhav CHOBE

IPC: G06Q10/0637

Abstract: Systems and methods are provided for configuring a set of one or more contact centers, the set of one or more contact centers associated with a total number of agents and a number of regions. The systems and methods may include predicting or selecting a number of scheduling units or an optimal number of skills for the set of one or more contact centers based on the total number of agents and the number of regions.

公开(公告)号：US20240428150A1

公开(公告)日：2024-12-26

申请号：US18822518

申请日：2024-09-03

Applicant: NICE LTD.

Inventor： Priyanka PADALALU ,  Ruchika PASHINE ,  Vaibhav CHOBE

IPC: G06Q10/0631 ,  H04M3/51

Abstract: A computerized-method for trading a scheduled-working-shift, is provided herein. The computerized-method includes operating a trading-shifts module. The module includes: communicating with a computerized-device of a source-agent, to receive a trade-request for a scheduled-working-shift, via a trading-shift-interface; retrieving from a database, adequate target-agents, which have tagged a period including the scheduled-working shift as tradable and having a day off, during the scheduled-working-shift; calculating a trading-rank to each agent of the adequate target-agents, based on a number of trading actions in a preconfigured period of time in which the adequate target-agent has accepted a trade request, sorting the adequate target-agents, in descending order according to the calculated trading-rank of each agent of the adequate target-agents, to yield a sorted list of target-agents having a top-rated target-agent; and automatically updating the database, by assigning the scheduled-working-shift of the source-agent to the top-rated target-agent and the scheduled-working-shift of the top-rated target-agent to the source-agent.

公开(公告)号：US12124516B1

公开(公告)日：2024-10-22

申请号：US18455361

申请日：2023-08-24

Applicant: NICE LTD.

Inventor： Oz Granit ,  Yuval Shachaf ,  Eran Roseberg

IPC: G06F16/903

CPC classification number: G06F16/90344

Abstract: A system to create new automation routines includes a processor to: Over time, store a group of actions taken by a group of agents within applications. From the stored group of actions, identify a repeating pattern of actions in a subset of the applications, and construct a binary vector, each position within the binary vector storing a 1 for an occurrence of any action within any application of the subset, and a 0 otherwise. From the binary vector and the repeating pattern, extract a sentence including at least one action within at least one application. Based on the repeating pattern, an application type, or a business goal, create a constraint. If the sentence meets the constraint, accept the sentence and add it to a pool of accepted sentences. From the pool of accepted sentences, identify a pattern of occurrences of the accepted sentence, and create a new automation routine.

公开(公告)号：US12086825B2

公开(公告)日：2024-09-10

申请号：US17243933

申请日：2021-04-29

Applicant: Nice Ltd.

Inventor： Aniket Pal ,  Manish Agrawal ,  Aniruddha Phadnis

IPC: G06Q30/02 ,  A63F13/46 ,  A63F13/79 ,  G06Q30/0207 ,  G06Q30/0211

CPC classification number: G06Q30/0209 ,  A63F13/46 ,  A63F13/79 ,  G06Q30/0211

Abstract: A computer based system and method for measuring effectiveness of a gamification challenge may include: presenting the gamification challenge on a display to an agent; measuring agent engagement with the gamification challenge over time to calculate agent engagement indices over time; measuring agent performance over time to calculate agent performance indices over time; and calculating a correlation between the agent engagement indices and the agent performance indices to obtain the gamification effectiveness.

公开(公告)号：US12079883B2

公开(公告)日：2024-09-03

申请号：US17681905

申请日：2022-02-28

Applicant: NICE Ltd.

Inventor： Yoram Pomer ,  Sivan Landau ,  Itai Veltzman

IPC: G06Q40/12 ,  G06Q40/04

CPC classification number: G06Q40/128 ,  G06Q40/04

Abstract: A transaction tracking system includes a display that permits viewing the relationship between related transactions. In the display, individual transactions are depicted as transaction icons sorted in time order horizontal rows according to order ID.