公开(公告)号：US20170372323A1

公开(公告)日：2017-12-28

申请号：US15190215

申请日：2016-06-23

Applicant: NICE Ltd.

Inventor： Jeffrey Alan STERN ,  Nimrod Cohen

IPC: G06Q30/00 ,  G06F17/30 ,  H04M3/523

CPC classification number: G06Q30/016 ,  G06F17/30551 ,  G06F17/30684 ,  G06F17/30707 ,  H04M3/5235

Abstract: A system and method for investigating an issue may include defining a set of phrase categories; associating each of a set of recorded interactions with at least one phrase category; receiving a selection of a first time interval and a second time interval; selecting a reference phrase category; calculating, for at least some of the phrase categories in the set of phrase categories a correlation differential based on a trend of the phrase category and a trend of the reference phrase category and, if a correlation differential of a category is larger than a threshold then including the category in the reference category.

公开(公告)号：US10140285B2

公开(公告)日：2018-11-27

申请号：US15182897

申请日：2016-06-15

Applicant: NICE LTD.

Inventor： Jeffrey Stern ,  Nimrod Cohen

IPC: G06F17/27 ,  G06F17/30 ,  G10L15/26 ,  G10L25/51 ,  G10L25/06 ,  H04M3/51

Abstract: In some embodiments, a system and method for generating phrase based categories of interactions may include obtaining a base category, the base category including one or more phrases. A base trend for the base category may be generated based on a frequency of appearance of at least one of the one or more phrases in a set of recorded interactions; a candidate phrase may be obtained and a candidate trend may be generated for the candidate phrase based on a frequency of appearance of the candidate phrase in the set of recorded interactions; a correlation level may be determined by relating the candidate trend to the base trend; and, if the correlation level is greater than a threshold level then the candidate phrase may be included the in the base category.

公开(公告)号：US10043187B2

公开(公告)日：2018-08-07

申请号：US15190215

申请日：2016-06-23

Applicant: NICE Ltd.

Inventor： Jeffrey Alan Stern ,  Nimrod Cohen

IPC: G06F17/30 ,  G06Q30/00 ,  H04M3/523

Abstract: A system and method for investigating an issue may include defining a set of phrase categories; associating each of a set of recorded interactions with at least one phrase category; receiving a selection of a first time interval and a second time interval; selecting a reference phrase category; calculating, for at least some of the phrase categories in the set of phrase categories a correlation differential based on a trend of the phrase category and a trend of the reference phrase category and, if a correlation differential of a category is larger than a threshold then including the category in the reference category.