公开(公告)号：US20220215321A1

公开(公告)日：2022-07-07

申请号：US17141238

申请日：2021-01-05

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Chaitra DATE ,  Ashadeepa DEBNATH

IPC: G06Q10/06 ,  H04M3/51 ,  G06N20/00

Abstract: A computerized-method for recommending activities for an agent, in a contact center is provided herein. The computerized-method includes operating an activities-recommendation module, for agents in a contact center, during a work-shift of an agent. The operating of the activities-recommendation module includes: (i) operating a machine-learning-model to calculate a motivation-score; (ii) associating a preconfigured score-range for the calculated motivation score; (iii) collecting activities which were preassigned to the preconfigured score-range; (iv) retrieving one or more predetermined agent favorite activities; (v) retrieving one or more agent history activities, which were previously selected by the agent; (vi) calculating an activity-occurrence score for each activity of the collected activities, which were preassigned to the preconfigured score-range, by adding the: (a) motivation-score; (b) the one or more predetermined agent favorite activities; and (c) the one or more agent history activities; and (vii) displaying a rated list of recommended activities, according to the calculated activity-occurrence score.