公开(公告)号：US12175404B2

公开(公告)日：2024-12-24

申请号：US17864003

申请日：2022-07-13

Applicant: NICE LTD

Inventor： Shay Diner ,  Gennadi Lembersky ,  Animesh Udawat ,  Sourav Rath ,  Mahesh Bairagi ,  Amol Anwade

IPC: G06Q10/00 ,  G06Q10/0639 ,  G06Q50/20

Abstract: Coaching systems and methods, and non-transitory computer readable media, include analyzing an agent's interactions to identify knowledge gaps and specific topics where an agent has difficulties. An algorithm uses bootstrap sampling to verify that an agent's scores are significantly different from other agents' scores. The algorithm further uses a mutual information score to find topics that are associated with interactions having a high knowledge gap score.

公开(公告)号：US20240221037A1

公开(公告)日：2024-07-04

申请号：US18092345

申请日：2023-01-02

Applicant: NICE LTD.

Inventor： Amol ANWADE ,  Mahesh Bairagi ,  Somnath Bhambure ,  Vinayak Kaviskar ,  Vishakha Bhope

IPC: G06Q30/02 ,  G06F18/2413 ,  G06Q30/0282

CPC classification number: G06Q30/0281 ,  G06F18/24147 ,  G06Q30/0282

Abstract: A computerized-method for generating a coaching session having coaching content related to customer experience, in a web application for managing coaching sessions is provided herein. The computerized-method includes, based on received user selection of coaching content having first one or more groups, via a graphical User Interface (GUI), for an agent, operating a Customer Feedback Relevancy Score (CFRS) module, the CFRS module includes: (i) calculating a CFRS and presenting the calculated CFRS via the GUI. The CFRS indicates relevancy of user selection of coaching content having the first one or more groups to customer experience (CX); and (ii) determining second one or more groups of coaching content to maximize the CFRS and presenting the second one or more groups via the GUI and an increase in calculated CFRS to reach a maximum CFRS to improve CX.