公开(公告)号：USRE48681E1

公开(公告)日：2021-08-10

申请号：US16708769

申请日：2019-12-10

Applicant: NICE LTD.

Inventor： Hadas Liberman Ben-Ami ,  Leon Portman ,  Yuval Marco ,  Yosef Golan ,  Shlomi Haba ,  Iftach Smith ,  Yizhar Ronen ,  Yohay Etsion ,  Igor Cher ,  Naama Damti ,  Assaf Frenkel ,  Uzi Baruch

IPC: H04M3/51

Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

公开(公告)号：USRE47896E1

公开(公告)日：2020-03-03

申请号：US16049319

申请日：2018-07-30

Applicant: NICE LTD.

Inventor： Hadas Liberman Ben-Ami ,  Leon Portman ,  Yuval Marco ,  Yosef Golan ,  Shlomi Haba ,  Iftach Smith ,  Yizhar Ronen ,  Yohay Etsion ,  Igor Cher ,  Naama Damti ,  Assaf Frenkel ,  Uzi Baruch

IPC: H04M3/51

Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

公开(公告)号：USRE49486E1

公开(公告)日：2023-04-04

申请号：US17337725

申请日：2021-06-03

Applicant: Nice Ltd.

Inventor： Hadas Liberman Ben-Ami ,  Leon Portman ,  Yuval Marco ,  Yosef Golan ,  Shlomi Haba ,  Iftach Smith ,  Yizhar Ronen ,  Yohay Etsion ,  Igor Cher ,  Naama Damti ,  Assaf Frenkel ,  Uzi Baruch

IPC: H04M3/51

Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

公开(公告)号：US10798243B2

公开(公告)日：2020-10-06

申请号：US16855106

申请日：2020-04-22

Applicant: Nice Ltd.

Inventor： Leon Portman ,  Liron Stein ,  Amram Amir Cohen ,  Alexander Grushko ,  Dror Eilan ,  Raanan Gonen ,  Naor Haimov

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523

Abstract: A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.

公开(公告)号：US10694037B2

公开(公告)日：2020-06-23

申请号：US15938586

申请日：2018-03-28

Applicant: Nice Ltd.

Inventor： Leon Portman ,  Liron Stein ,  Amram Amir Cohen ,  Alexander Grushko ,  Dror Eilan ,  Raanan Gonen ,  Naor Haimov

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523

Abstract: A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.