公开(公告)号：US20250039304A1

公开(公告)日：2025-01-30

申请号：US18226283

申请日：2023-07-26

Applicant: NICE LTD.

Inventor： Pramod GIRI ,  Salil DHAWEAN ,  Swati KADU

IPC: H04M3/523

Abstract: A computer-implemented method for dynamically prioritizing inbound interactions in a digital multi-channel contact center. The computer-implemented method includes for each inbound interaction via a digital channel: (i) operating an interaction analyzer module to extract one or more metadata parameters from the inbound interaction; (ii) operating a prioritization module to calculate a Digital Interaction Priority Score (DIPS) of the inbound interaction based on the one or more metadata parameters; and (iii) forwarding the DIPS to an interaction distribution module to route the inbound interaction to an agent based on the DIPS. The DIPS is periodically updated until the interaction is assigned to the agent.