公开(公告)号：US20240220902A1

公开(公告)日：2024-07-04

申请号：US18093107

申请日：2023-01-04

Applicant: Nice Ltd.

Inventor： Pavan LAHOTI ,  Shivdatta Morwadkar ,  Jitendra Takalkar

IPC: G06Q10/0639 ,  G06Q30/01

CPC classification number: G06Q10/06393 ,  G06Q30/01

Abstract: A method and a system for revising a score associated with interaction feedback, wherein the method may include: traversing a score revision decision tree to categorize the interaction, based on interaction data and interaction feedback data associated with the interaction; and selecting, based on the categorization of the interaction, an indication of a probability that the score associated with the interaction feedback should be revised; wherein interaction data may include data extracted from the interaction; interaction feedback data may include data extracted from feedback about the interaction; and the score revision decision tree may include a decision tree data structure including at least one decision node, each decision node including to at least one data point of the interaction data or interaction feedback data.

公开(公告)号：US20240232916A1

公开(公告)日：2024-07-11

申请号：US18152570

申请日：2023-01-10

Applicant: NICE LTD.

Inventor： Pavan LAHOTI ,  Sumit VASHISTHA ,  Swapnil DISAWAL

IPC: G06Q30/0203 ,  G06Q30/0204

CPC classification number: G06Q30/0203 ,  G06Q30/0205

Abstract: Survey response systems and methods, and non-transitory computer readable media, including receiving, from a customer, a request for a customer survey, wherein the request comprises a plurality of attributes; evaluating each attribute against each feature on a feature importance matrix, wherein the feature importance matrix comprises a ranking of importance of a plurality of features affecting a survey response rate and a recommended time window associated with each feature; matching an attribute to a feature on the feature importance matrix; determining a matched feature having the highest ranked importance on the feature importance matrix; selecting a recommended time window associated with the matched feature having the highest ranked importance; and transmitting the customer survey to the customer in the recommended time window associated with the matched feature having the highest ranked importance to maximize the survey response rate.

公开(公告)号：US20230041328A1

公开(公告)日：2023-02-09

申请号：US17392271

申请日：2021-08-03

Applicant: NICE LTD.

Inventor： Pavan LAHOTI ,  Shivdatta MORWADKAR ,  Yuval SHACHAF

IPC: G06Q30/02 ,  H04L29/08 ,  G06N20/00

Abstract: A computerized-method for dynamic digital-survey-channel selection is provided herein. In a computerized system having a processor, a memory to store a database of survey responses and a database of customers details, and a Voice of the Customer (VOC) platform having an outbound-message Application Programming Interface (API) to send a digital survey to a customer, via a plurality of digital survey channel types, when a customer is nominated for a digital survey, the computerized-method included operating by said processor, a digital-survey-channel-selection module. The digital-survey-channel-selection module includes (i) determining a digital-survey-channel type to elevate customers-response-rate to a digital survey; and (ii) sending the determined digital-survey-channel type to the outbound-message API to trigger the digital survey to a computerized device of the customer, via the determined digital-survey-channel type.