公开(公告)号：US20250094910A1

公开(公告)日：2025-03-20

申请号：US18471090

申请日：2023-09-20

Applicant: NICE LTD.

Inventor： Swati KADU ,  Salil DHAWAN ,  Pramod GIRI ,  Nachiket DESHPANDE ,  Hitesh MADNANI ,  Digambar KUMAR ,  Bhagyashree BHOYAR

IPC: G06Q10/0639

Abstract: Agent proficiency scoring systems and methods, and non-transitory computer readable media, include receiving performance details and behavior details for an agent; calculating a performance score and a behavior score for the agent based on the performance details and the behavior details; combining the performance score and the behavior score to yield a current proficiency score of the agent; calculating a proficiency deviation between the current proficiency score of the agent and a previous proficiency score of the agent; determining whether the proficiency deviation of the agent is within an acceptable range; automatically updating the previous proficiency score, or transmitting a proficiency score request to a supervisor of the agent for review; and implementing one or more actions based on the current proficiency score or the previous proficiency score of the agent.

公开(公告)号：US20240420679A1

公开(公告)日：2024-12-19

申请号：US18336482

申请日：2023-06-16

Applicant: NICE LTD.

Inventor： Ankush JINDAL ,  Bhagyashree BHOYAR ,  Jitesh NEVE ,  Pallav JOSHI ,  Rohit AWALGAONKAR ,  Salil DHAWAN

IPC: G10L13/08 ,  G10L15/00 ,  G10L15/04

Abstract: Translation and customer interaction distribution systems and methods, and non-transitory computer readable media, including receiving an audio interaction from a customer in a source language; identifying the source language from a portion of the audio interaction; dividing the portion of the audio interaction into frames by audio segmentation; converting the frames into text in the source language; translating the text in the source language to text in a target language of an agent; converting the text in the target language to speech in the target language; and providing the speech in the target language to the agent in real-time.