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1.发明申请公开(公告)号：US20200382641A1
公开(公告)日：2020-12-03
申请号：US16996602
申请日：2020-08-18
Applicant: Nice Ltd.
Inventor： Leon PORTMAN , Liron Stein , Amram Amir Cohen , Alexander Grushko , Dror Eilan , Raanan Gonen , Naor Haimov
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.
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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
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.
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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
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.
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公开(公告)号：US11005995B2
公开(公告)日：2021-05-11
申请号：US16271846
申请日：2019-02-10
Applicant: Nice Ltd.
Inventor： Hila Weisman , Raanan Gonen , Rana Daoud , Hila Kneller
Abstract: A system and method for generating an agent behavioral analytics including transcribing an incoming call to produce a call transcription; and using a trained convolutional neural network (CNN) to produce behavioral labels for the agent in the incoming call for behavioral metrics, based on the call transcription. The CNN may include an embedding layer to convert words in the call transcription into vectors in a word embedding space; a convolution layer to perform a plurality of convolutions on the vectors and to generate vectors of features; a pooling layer to concatenate the vectors of features to a single vector by taking a maximum of each feature generated by the convolution layer; and a classification layer to produce grades of the agent in the incoming call for the set of attributes or behavioral metrics, based on the single vector generated by the pooling layer.
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