公开(公告)号：US20230136387A1

公开(公告)日：2023-05-04

申请号：US17515472

申请日：2021-10-31

Applicant: NICE LTD.

Inventor： Ganesh KSHIRSAGAR ,  Mahesh Gutal ,  Piyush Tayde ,  Salil Dhawan ,  Sushank Dahiwadkar

IPC: G06N5/02 ,  G06F16/33

Abstract: A computerized-method for identifying truthfulness of a disposition, in a contact center is provided herein. The computerized-method includes: (a) receiving an interaction transcript and related disposition of an interaction; (b) providing the received interaction transcript and related disposition to an Artificial-Intelligence (AI) model to calculate: (i) a disposition confidence score related to the agent; and (ii) a general disposition confidence score related to all agents; (c) operating a data aggregator module on a database to aggregate data related to the agent; (d) providing the disposition confidence score related to the agent, the general disposition confidence score related to all agents and the data related to the agent to a disposition-truthfulness-calculator module to calculate a Disposition Truthfulness Score (DTS); and (e) sending the DTS to the one or more applications, to take one or more follow-up actions based on the DTS, when the DTS is below a preconfigured disposition-truthfulness-threshold.