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公开(公告)号：US20240203424A1
公开(公告)日：2024-06-20
申请号：US18084573
申请日：2022-12-20
Applicant: NICE LTD.
Inventor： Matan KERET , Rahul VYAS , Salil DHAWAN , Or GERSHON
Abstract: A computerized-method for training and applying a Machine Learning (ML) textual behavioral-identification-model to authenticate an agent, in a digital multi-channel environment, is provided herein. The computerized-method may include: (i) training a ML-textual-behavioral-identification-model using retrieved textual responses of each agent in one or more historical-interactions which were conducted in a controlled environment, as a training dataset. The ML-textual-behavioral-identification-model may be configured to process the retrieved textual responses of each agent to generate a profile-identity-data for each agent to be used to authenticate identity of the agent; (ii) receiving a textual-response of each agent, when the agent starts an interaction with a customer; (iii) applying the textual-response of the agent to the ML-textual-behavioral-identification-module to authenticate an identity of the agent in real-time by calculating an imposter-probability score for the agent and; (iv) sending the imposter-probability score to a file-management-system to take one or more actions when the imposter-probability score is above a preconfigured-threshold.
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公开(公告)号：US20250080651A1
公开(公告)日：2025-03-06
申请号：US18456848
申请日：2023-08-28
Applicant: Nice Ltd.
Inventor： Sanketh Sudhakar SHETTY , Salil DHAWAN , Pramod Jalindar GIRI
Abstract: A system and a method for managing interactions between agent devices and customer devices, the system comprising: a computing device; a local storage; a memory; and a processor, the processor configured to: identify interaction data in interactions between an agent device and a customer device that show a transition from a first connection type to a second connection type; and when a transition in connection types is identified, initiating one or more remedial measures.
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公开(公告)号：US20240430178A1
公开(公告)日：2024-12-26
申请号：US18338080
申请日：2023-06-20
Applicant: NICE LTD.
Inventor： Darshan AMBHAIKAR , Rahul VYAS , Salil DHAWAN
IPC: H04L41/5009 , G06Q30/01 , H04L41/50
Abstract: An event prioritization system and methods are provided that are configured to dynamically prioritize incoming events reported by a plurality of event ticketing systems while the incoming events are live or ongoing. The system includes a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform event prioritization operations which include receiving an event associated with a computing issue affecting a customer entity, extracting a plurality of event prioritization factors from event data of the event, calculating scores for the plurality of event prioritization factors, determining a customer impact score of the event based on the scores, determining a criticality of the event based on the customer impact score and a service level agreement, and prioritizing the event in an event handler queue.
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公开(公告)号：US20240412147A1
公开(公告)日：2024-12-12
申请号：US18811816
申请日：2024-08-22
Applicant: NICE LTD.
Inventor： Kunal KHANVILKAR , Rahul VYAS , Salil DHAWAN , Sourav CHAUHAN
IPC: G06Q10/0639 , H04M3/523
Abstract: A computerized-method for determining an agent-proficiency when addressing concurrent customer sessions via one or more channel types and utilization thereof. The computerized-method includes operating a Concurrent-Sessions-Handling-Agent-Proficiency (CSHAP) module. The CSHAP-module includes: (a) operating an interactions-module to retrieve one or more interactions and metadata thereof of the agent; (b) for each interaction, determining if the interaction has been handled with concurrent interactions; (c) for each determined interaction as handled with concurrent interactions, checking in the metadata if the interaction has one or more defocused-events; (d) calculating a CSHAP-score for the agent based on one or more attributes from the metadata of the interaction to provide an indication as to an ability of the agent to address concurrent customer sessions; (e) storing the calculated CSHAP-score in a data-store; and (f) sending the CSHAP-score to one or more applications, to take one or more follow-up actions based on the CSHAP-score.
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5.发明公开公开(公告)号：US20230421695A1
公开(公告)日：2023-12-28
申请号：US17850481
申请日：2022-06-27
Applicant: NICE LTD
Inventor： Rahul VYAS , Salil DHAWAN , Jason WILLIAMS
IPC: H04M3/51
CPC classification number: H04M3/5175
Abstract: Agent credibility systems and methods, and non-transitory computer readable media, include receiving a recorded interaction between a customer and a contact center agent; retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score is based on values of a plurality of credibility assessment factors for a time interval that are stored in a historical agent database, and wherein the lower the CDD score, the higher a credibility of the contact center agent; filtering out the recorded interaction when the CDD score is less than or equal to a defined threshold; and providing the recorded interaction to a supervisor of the contact center agent or a quality management application when the CDD score is greater than the defined threshold.
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Patent Agency Ranking
公开(公告)号：US20220198364A1
公开(公告)日：2022-06-23
申请号：US17124562
申请日：2020-12-17
Applicant: NICE LTD
Inventor： Salil DHAWAN , Harshit Kumar Sharma , Rahul Vyas
Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction; (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.
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7.发明申请公开(公告)号：US20220191327A1
公开(公告)日：2022-06-16
申请号：US17687721
申请日：2022-03-07
Applicant: NICE LTD
Inventor： Salil DHAWAN , Rahul VYAS
IPC: H04M3/51 , H04M3/523 , H04L65/10 , H04L65/1059
Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard dining the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.
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8.发明公开公开(公告)号：US20240046171A1
公开(公告)日：2024-02-08
申请号：US17877944
申请日：2022-07-31
Applicant: NICE LTD.
Inventor： Swati KADU , Salil DHAWAN , Pramod GIRI
CPC classification number: G06Q10/063116 , G06Q30/016 , G06Q10/06398
Abstract: A computerized-method for authorizing time-off for a skill to increase agents digital availability is provided herein. The computerized-method includes receiving an agent skill-based time-off request having one or more skills and a duration from a User Interface (UI) in a computerized-device of an agent, and for each skill of the one or more skills in the agent skill-based time-off request: (a) operating an agent-skill-based time-off module to calculate au agent time-off eligibility-quotient. When the agent time-off eligibility-quotient is below a preconfigured quotient-threshold the agent skill-based time-off request is rejected, and when the agent time-off eligibility-quotient is above the preconfigured quotient-threshold, operating an approver module to yield an authorization decision; and (b) sending the authorization decision, details of the skill and duration to a time-off recommendation module to forward the authorization decision, details of the skill and duration to one or more contact-center modules.
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公开(公告)号：US20220300886A1
公开(公告)日：2022-09-22
申请号：US17833909
申请日：2022-06-07
Applicant: NICE LTD
Inventor： Salil DHAWAN , Harshit Kumar SHARMA , Rahul VYAS
Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction. (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.
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公开(公告)号：US20220215321A1
公开(公告)日：2022-07-07
申请号：US17141238
申请日：2021-01-05
Applicant: NICE LTD
Inventor： Salil DHAWAN , Chaitra DATE , Ashadeepa DEBNATH
Abstract: A computerized-method for recommending activities for an agent, in a contact center is provided herein. The computerized-method includes operating an activities-recommendation module, for agents in a contact center, during a work-shift of an agent. The operating of the activities-recommendation module includes: (i) operating a machine-learning-model to calculate a motivation-score; (ii) associating a preconfigured score-range for the calculated motivation score; (iii) collecting activities which were preassigned to the preconfigured score-range; (iv) retrieving one or more predetermined agent favorite activities; (v) retrieving one or more agent history activities, which were previously selected by the agent; (vi) calculating an activity-occurrence score for each activity of the collected activities, which were preassigned to the preconfigured score-range, by adding the: (a) motivation-score; (b) the one or more predetermined agent favorite activities; and (c) the one or more agent history activities; and (vii) displaying a rated list of recommended activities, according to the calculated activity-occurrence score.
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