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1.发明授权公开(公告)号：US11539841B1
公开(公告)日：2022-12-27
申请号：US17685938
申请日：2022-03-03
Applicant: NICE LTD.
Inventor： Gordon Scott Edwards , Jon A. Arrowood , Mark Finlay
Abstract: A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.
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2.发明授权公开(公告)号：US11283928B1
公开(公告)日：2022-03-22
申请号：US17386604
申请日：2021-07-28
Applicant: NICE LTD.
Inventor： Gordon Scott Edwards , Jon A. Arrowood , Mark Finlay
Abstract: A method of assisting an agent in real-time includes includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.
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3.发明授权公开(公告)号：US11743384B2
公开(公告)日：2023-08-29
申请号：US18059739
申请日：2022-11-29
Applicant: NICE LTD.
Inventor： Gordon Scott Edwards , Jon A. Arrowood , Mark Finlay
CPC classification number: H04M3/5175 , G06N5/025 , G10L15/08 , G10L25/63 , G10L2015/088 , H04M2201/42 , H04M2203/402
Abstract: A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.
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