公开(公告)号：US20250133122A1

公开(公告)日：2025-04-24

申请号：US18490515

申请日：2023-10-19

Applicant: NICE LTD.

Inventor： Roozbeh GHOLIZADEH ,  Robert VUKICH ,  Isaac Duckworth ,  Carlos MIRANDA

IPC: H04L65/1069 ,  H04L65/1104 ,  H04M3/42

Abstract: A system is adapted to automatically optimize the routing of incoming calls. The system includes: a session controller; a first group of media servers; a second group of media servers; and a processor configured to perform operations. The operations include: regularly polling the first group of media servers to determine a first group of most-available servers, and regularly polling the second group of media servers to determine a second group of most-available servers. The operations also include, when the session controller receives an inbound call: selecting a server from the first group of most-available servers or the second group of most-available servers; and connecting the inbound call to the selected server.

公开(公告)号：US20250103979A1

公开(公告)日：2025-03-27

申请号：US18476178

申请日：2023-09-27

Applicant: NICE LTD.

Inventor： Saurabh GUPTA ,  Sanjeev HEMNANI ,  Kushagra DUBEY

IPC: G06Q10/0631

Abstract: Agent utilization systems and methods, and non-transitory computer readable media, include receiving net staffing data for an organization; identifying opportunities for agents by: calculating available agents per interval (AAI) information based on the net staffing data, calculating total addressable contacts (TAC) information based on the AAI information, and calculating opportunity information for a calling list opportunity, a coaching opportunity, a re-allocation opportunity, or a combination thereof, based on the TAC information; displaying the calling list opportunity, the coaching opportunity, the re-allocation opportunity, or a combination thereof, alongside the opportunity information; receiving a selection of one of the calling list opportunity, the coaching opportunity, the re-allocation opportunity, or a combination thereof; and in response to the selection, automatically implementing the selected calling list opportunity, the selected coaching opportunity, the selected re-allocation opportunity, or a combination thereof, in a workforce management system.

公开(公告)号：US20250094933A1

公开(公告)日：2025-03-20

申请号：US18469648

申请日：2023-09-19

Applicant: Nice Ltd.

Inventor： Kanchan VASNANI ,  Vaibhav CHOBE ,  Richa DEO

IPC: G06Q10/1093 ,  G06Q10/04

Abstract: Methods and systems for digital scheduling include periodically determining, from a datastore of agent profiles, a set of agents which satisfy a predefined time-off criterion; and notifying, via a digital message, one or more agents of the determined set of agents of a recommended list of dates on which to take a time-off, wherein the recommended list of dates is generated in accordance with staffing prediction data for the dates.

公开(公告)号：US20250094895A1

公开(公告)日：2025-03-20

申请号：US18470087

申请日：2023-09-19

Applicant: Nice Ltd.

Inventor： Gaurav SURYAWANSHI ,  Laukik PATIL ,  Shilpa Vijay SHEGAONKAR

IPC: G06Q10/0631

Abstract: Systems and methods for digital scheduling, include periodically checking a data storage for queued schedule trade requests; identifying two corresponding queued schedule trade requests; else, if two corresponding queued schedule trade requests are not identified: identifying a set of cyclic queued schedule trade requests; else, if a set of cyclic queued schedule trade requests are not identified: repeating the step of periodically checking; approving or rejecting the identified schedule trade requests based on one or more approval criteria; and if the identified schedule trade requests were approved, outputting one or more updated schedules reflecting the approved schedule trade requests.

公开(公告)号：US20250080651A1

公开(公告)日：2025-03-06

申请号：US18456848

申请日：2023-08-28

Applicant: Nice Ltd.

Inventor： Sanketh Sudhakar SHETTY ,  Salil DHAWAN ,  Pramod Jalindar GIRI

IPC: H04M3/51 ,  H04M3/523

Abstract: A system and a method for managing interactions between agent devices and customer devices, the system comprising: a computing device; a local storage; a memory; and a processor, the processor configured to: identify interaction data in interactions between an agent device and a customer device that show a transition from a first connection type to a second connection type; and when a transition in connection types is identified, initiating one or more remedial measures.

公开(公告)号：US12244665B1

公开(公告)日：2025-03-04

申请号：US18471675

申请日：2023-09-21

Applicant: NICE LTD.

Inventor： Yaron Cohen ,  Nikolai Shaidulin ,  Eduard Grinberg

IPC: H04L12/24 ,  H04L67/1008 ,  H04L67/101 ,  H04L67/1023

Abstract: A system and a method of managing data transfer for a plurality of data centers may include identifying data transfer capacity and data transfer demand for each server of a plurality of data centers; calculating a data transfer distribution for the plurality of data centers that prioritizes data transfer between servers of a first data center of the plurality of data centers over data transfer between servers of the first data center and servers of the remaining data centers of the plurality of data centers based on the identified data transfer capacity and the data transfer demand; and allocating data transfers to the servers of the plurality of data centers.

公开(公告)号：US20250053905A1

公开(公告)日：2025-02-13

申请号：US18232397

申请日：2023-08-10

Applicant: NICE LTD.

Inventor： Eran ROSEBERG ,  Oz GRANIT ,  Yuval SHACHAF

IPC: G06Q10/0631 ,  G06F9/451 ,  G06F40/30

Abstract: A computer-implemented method for unsupervised task segmentation. The computer-implemented method includes receiving a stream of data of desktop-actions. Each desktop-action relates to UI data-handling operations of applications, and labeled with an action-related integer id, operating an unsupervised task segmentation module on the stream of data of desktop-actions to identify sequences of desktop-actions. The unsupervised task segmentation module includes creating an integer sequence from the action related integer id, such that desktop-actions are consecutively concatenated, creating word embeddings of the UI data-handling operations of applications for each desktop-action based on the integer id thereof, to yield a vector of embeddings, and implementing unsupervised topic-segmentation NLP module on the created vector of embeddings to determine cutting-points in the integer sequence to yield segments such that semantic-similarity-level of embeddings in each yielded segment is maximized, and a number of non-complete business processes is reduced. Each cutting-point indicates an end of a segment.

公开(公告)号：US20250028752A1

公开(公告)日：2025-01-23

申请号：US18354974

申请日：2023-07-19

Applicant: Nice Ltd.

Inventor： Stephen LAUBER

IPC: G06F16/35 ,  G06F16/31 ,  G06F40/295 ,  G06F40/30

Abstract: A computerized system and method may provide a robust, automated clustering procedure, including handling of outlier points, which may involve measuring and/or quantifying degrees of relevance and/or generality for a plurality of input entities. In some embodiments, a clustering procedure may be used, e.g., to generate a hierarchical, multi-tiered taxonomy of such entities. In some embodiments, a computerized system comprising a processor, and a memory, may be used for calculating a distance between nodes for each of a plurality of pairs of nodes, where the pairs may comprise a plurality of input entities and/or initial clusters; selecting one or more of the pairs based on the calculated distances; and merging one or more of the selected pairs, which may include a common node, into one or more final clusters. Some embodiments of the invention may allow routing interactions between remotely connected computer systems based on an automatically generated taxonomy.

公开(公告)号：US20250014361A1

公开(公告)日：2025-01-09

申请号：US18346382

申请日：2023-07-03

Applicant: NICE LTD.

Inventor： Alexander VAINDINER ,  Vitaly SHELEST ,  Ziv BRODIE

IPC: G06V20/62 ,  G06T5/00 ,  G06T7/13 ,  G06T7/50 ,  G06T7/64 ,  G06V10/94 ,  G06V30/148 ,  G06V30/18 ,  G06V30/40

Abstract: Systems and methods for detecting stamps include if at least one regular shape in an image of a document is detected then outputting said at least one regular shape as a stamp; else: removing at least one of text, lines, and noise in the image of the document; and if at least one closed shape is remaining in the image of the document, then inscribing said at least one closed shape and outputting said at least one inscribed closed shape as a stamp; else if at least one open shape is remaining in the image of the document, then enclosing said at least one open shape and outputting said at least one enclosed shape as a stamp.

公开(公告)号：US20240430178A1

公开(公告)日：2024-12-26

申请号：US18338080

申请日：2023-06-20

Applicant: NICE LTD.

Inventor： Darshan AMBHAIKAR ,  Rahul VYAS ,  Salil DHAWAN

IPC: H04L41/5009 ,  G06Q30/01 ,  H04L41/50

Abstract: An event prioritization system and methods are provided that are configured to dynamically prioritize incoming events reported by a plurality of event ticketing systems while the incoming events are live or ongoing. 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 event prioritization operations which include receiving an event associated with a computing issue affecting a customer entity, extracting a plurality of event prioritization factors from event data of the event, calculating scores for the plurality of event prioritization factors, determining a customer impact score of the event based on the scores, determining a criticality of the event based on the customer impact score and a service level agreement, and prioritizing the event in an event handler queue.