公开(公告)号：US20230124342A1

公开(公告)日：2023-04-20

申请号：US18059739

申请日：2022-11-29

Applicant: NICE LTD.

Inventor： Gordon Scott EDWARDS ,  Jon A. ARROWOOD ,  Mark FINLAY

IPC: H04M3/51 ,  G10L15/08 ,  G06N5/025 ,  G10L25/63

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.