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.