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1. 发明申请

US20230136387A1 SYSTEM AND METHOD FOR IDENTIFYING TRUTHFULNESS OF A DISPOSITION IN A CONTACT CENTER 有权
公开(公告)号：US20230136387A1
公开(公告)日：2023-05-04
申请号：US17515472
申请日：2021-10-31
申请人： NICE LTD.
发明人： Ganesh KSHIRSAGAR , Mahesh Gutal , Piyush Tayde , Salil Dhawan , Sushank Dahiwadkar
IPC分类号： G06N5/02 , G06F16/33
摘要： 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.

2. 发明申请

US20230113136A1 SYSTEMS AND METHODS AUTOMATICALLY ADJUSTING MINIMUM SUPPORT FOR ROUTING MINING 有权
公开(公告)号：US20230113136A1
公开(公告)日：2023-04-13
申请号：US17496624
申请日：2021-10-07
申请人： Nice Ltd.
发明人： Eran ROSEBERG , Yaron Moshe BIALY , Yuval SHACHAF
IPC分类号： G06F16/2458
摘要： A method and system for dynamically determining a minimum support for automation mining is provided. The method and system include modifying the minimum support pattern such that the minimum support can result pattern mining algorithms finding a sufficient number of patterns in a practical duration.

3. 发明申请

US20230052641A1 SYSTEM AND METHOD FOR PROVIDING REAL-TIME LOCKLESS PARALLEL SCREEN RECORDING COMPLIANCE ENFORCEMENT TO OMNI CHANNEL CLOUD SYSTEMS 有权
公开(公告)号：US20230052641A1
公开(公告)日：2023-02-16
申请号：US17974572
申请日：2022-10-27
申请人： NICE LTD.
发明人： Jonathan EREZ , Ofir MECAYTEN , Yaron COHEN
IPC分类号： H04L67/568 , H04M3/51 , H04M3/42
摘要： A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.

4. 发明申请

US20230041328A1 SYSTEM AND METHOD FOR DYNAMIC DIGITAL SURVEY CHANNEL SELECTION 有权
公开(公告)号：US20230041328A1
公开(公告)日：2023-02-09
申请号：US17392271
申请日：2021-08-03
申请人： NICE LTD.
发明人： Pavan LAHOTI , Shivdatta MORWADKAR , Yuval SHACHAF
IPC分类号： G06Q30/02 , H04L29/08 , G06N20/00
摘要： 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.

5. 发明授权

US11575790B2 Upfront customer time consideration along with optimized agent desktop in a contact center 有权
公开(公告)号：US11575790B2
公开(公告)日：2023-02-07
申请号：US17687721
申请日：2022-03-07
申请人： NICE LTD
发明人： Salil Dhawan , Rahul Vyas
IPC分类号： H04M3/00 , H04M3/51 , H04M3/523 , H04L65/1059 , H04L65/1104
摘要： A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

6. 发明申请

US20230024387A1 SYSTEM AND METHOD FOR DETECTING AND FIXING ROBOTIC PROCESS AUTOMATION FAILURES 有权
公开(公告)号：US20230024387A1
公开(公告)日：2023-01-26
申请号：US17958446
申请日：2022-10-03
申请人： Nice LTD
发明人： David GEFFEN , Lior Epstein , Gal Tesler
IPC分类号： B25J9/16 , G06F16/00 , G06F11/07
摘要： A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.

7. 发明申请

US20230015083A1 SYSTEM AND METHOD FOR MANAGING STAFFING VARIANCES IN A CONTACT CENTER 有权
公开(公告)号：US20230015083A1
公开(公告)日：2023-01-19
申请号：US17378712
申请日：2021-07-18
申请人： NICE LTD.
发明人： Rakesh Shete , Ruchika Pashine
IPC分类号： G06Q10/06 , G06N20/00
摘要： A computerized-method for managing staffing-variances in a contact-center is provided herein. The computerized-method includes: (i) retrieving, a plurality of forecasts and corresponding schedules of working-shifts, from a database-of-a-plurality-of-agents-with-respective-plurality-of-scheduled-working-shifts; (ii) analyzing the retrieved forecasts, by monitoring net-staffing-levels to identify one or more time-intervals, in the retrieved forecasts which have the staffing-variance; (iii) using pretrained Machine Learning models to detect one or more agents that will most likely accept one or more time-intervals from the identified one or more time-intervals to store the one or more agents in the database-of-a-plurality-of-agents-with-respective-plurality-of-scheduled-working-shifts; (iv) retrieving each detected agent from the database-of-a-plurality-of-agents-with-respective-plurality-of-scheduled-working-shifts to create a working-opportunity to amend staffing-variance in one or more time-intervals; and (v) reaching out each detected agent, by broadcasting the created working-opportunity to a computerized-device of corresponding agent, to be presented via a display unit, that is associated to the computerized-device.

8. 发明授权

US11545159B1 Computerized monitoring of digital audio signals 有权
公开(公告)号：US11545159B1
公开(公告)日：2023-01-03
申请号：US17344650
申请日：2021-06-10
申请人： NICE LTD.
发明人： Roman Frenkel , Matan Keret , Michal Daisey Lerer
IPC分类号： G10L19/00 , G10L17/02 , G10L25/30
摘要： A digital audio quality monitoring device uses a deep neural network (DNN) to provide accurate estimates of signal-to-noise ratio (SNR) from a limited set of features extracted from incoming audio. Some embodiments improve the SNR estimate accuracy by selecting a DNN model from a plurality of available models based on a codec used to compress/decompress the incoming audio. Each model has been trained on audio compressed/decompressed by a codec associated with the model, and the monitoring device selects the model associated with the codec used to compress/decompress the incoming audio. Other embodiments are also provided.

9. 发明申请

US20220414578A1 SYSTEM AND METHOD OF IDENTIFYING AND UTILIZING AGENT EFFECTIVENESS IN HANDLING MULTIPLE CONCURRENT MULTI-CHANNEL INTERACTIONS 有权
公开(公告)号：US20220414578A1
公开(公告)日：2022-12-29
申请号：US17359670
申请日：2021-06-28
申请人： NICE LTD.
发明人： Rahul VYAS , Salil Dhawan
IPC分类号： G06Q10/06 , G06F9/52 , G09B19/00 , H04M3/523
摘要： A computerized-method for identifying and utilizing effectiveness of agent handling multiple concurrent multi-channel interactions is provided herein. The computerized-method includes operating of a Multiple Multi-Channel Effectiveness (MME) module. The MME module includes: (a) operating an interaction module to retrieve one or more concurrent interactions of an agent from the data storage of interactions, according to a time range; (b) calculating an MME score for the agent based on metadata of the one or more concurrent interactions which defines the ability of the agent to handle multiple concurrent multi-channel interactions simultaneously; (c) storing the calculated MME score in the data storage of agents; and (d) sending the MME score to the one or more applications to take one or more follow-up actions based on the MME score.

10. 发明授权

US11539841B1 Real-time agent assistance using real-time automatic speech recognition and behavioral metrics 有权
公开(公告)号：US11539841B1
公开(公告)日：2022-12-27
申请号：US17685938
申请日：2022-03-03
申请人： NICE LTD.
发明人： Gordon Scott Edwards , Jon A. Arrowood , Mark Finlay
IPC分类号： H04M3/51 , G06N5/02 , G10L15/08 , G10L25/63
摘要： A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.

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