公开(公告)号：US20250139542A1

公开(公告)日：2025-05-01

申请号：US18383488

申请日：2023-10-25

Applicant: NICE LTD.

Inventor： Salil DHAWAN ,  Rahul VYAS ,  Oren GERSTNER ,  Darshan AMBHAIKAR

IPC: G06Q10/0631

Abstract: A computer-implemented method for adjusting agents staffing levels of a successive work-shift of a preassigned ongoing work-shift, during the preassigned ongoing work-shift, in a contact center. The computer-implemented method includes: (i) during the preassigned ongoing work-shift, determining a number of agents to handle inbound-interactions that require one or more skills for the successive work-shift; (ii) comparing the number of agents to handle inbound-interactions that require one or more skills to a threshold; (iii) when the number of agents to handle inbound-interactions that require one or more skills is above the threshold, calculating a number of extra-agents; and (iv) operating a shift-extension module to: (a) select the calculated number of extra-agents from agents having the one or more skills which are assigned to the preassigned ongoing work-shift; and (b) update corresponding schedules of the selected number of extra-agents, in a database of a Workforce Management (WFM) system.

公开(公告)号：US20240386357A1

公开(公告)日：2024-11-21

申请号：US18319337

申请日：2023-05-17

Applicant: NICE LTD.

Inventor： LeAnn HOPKINS ,  Matan KERET ,  Noam KAPLAN ,  Rahul VYAS ,  Salil DHAWAN

IPC: G06Q10/0639 ,  G06N3/044 ,  G06Q10/0631

Abstract: Classification and resolution systems and methods, and non-transitory computer readable media, including receiving a repeat interaction from a customer after a first interaction with a first agent; determining a history of the customer with the contact center, historical statistics of the first agent, skill statistics of the first agent, and contact center information on the first interaction; providing the history of the customer with the contact center, the historical statistics of the first agent, the skill statistics of the first agent, and the contact center information on the first interaction to a source classification model; automatically determining a source of the repeat interaction; automatically ranking based on the determined source of the repeat interaction, one or more reasons for the repeat interaction; and performing an action during the repeat interaction that corresponds to the one or more reasons for the repeat interaction to improve customer satisfaction.

公开(公告)号：US20230078353A1

公开(公告)日：2023-03-16

申请号：US17988786

申请日：2022-11-17

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Rahul VYAS

IPC: H04M3/51 ,  H04L65/1104 ,  H04L65/1059 ,  H04M3/523

Abstract: 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.

公开(公告)号：US20240203424A1

公开(公告)日：2024-06-20

申请号：US18084573

申请日：2022-12-20

Applicant: NICE LTD.

Inventor： Matan KERET ,  Rahul VYAS ,  Salil DHAWAN ,  Or GERSHON

IPC: G10L17/04 ,  G06F21/32 ,  G10L17/22

CPC classification number: G10L17/04 ,  G06F21/32 ,  G10L17/22

Abstract: A computerized-method for training and applying a Machine Learning (ML) textual behavioral-identification-model to authenticate an agent, in a digital multi-channel environment, is provided herein. The computerized-method may include: (i) training a ML-textual-behavioral-identification-model using retrieved textual responses of each agent in one or more historical-interactions which were conducted in a controlled environment, as a training dataset. The ML-textual-behavioral-identification-model may be configured to process the retrieved textual responses of each agent to generate a profile-identity-data for each agent to be used to authenticate identity of the agent; (ii) receiving a textual-response of each agent, when the agent starts an interaction with a customer; (iii) applying the textual-response of the agent to the ML-textual-behavioral-identification-module to authenticate an identity of the agent in real-time by calculating an imposter-probability score for the agent and; (iv) sending the imposter-probability score to a file-management-system to take one or more actions when the imposter-probability score is above a preconfigured-threshold.

公开(公告)号：US20240202624A1

公开(公告)日：2024-06-20

申请号：US18068154

申请日：2022-12-19

Applicant: NICE LTD.

Inventor： LeAnn HOPKINS ,  Prasad PATIL ,  Rahul VYAS

IPC: G06Q10/0631

CPC classification number: G06Q10/063116 ,  G06Q2240/00

Abstract: Evaluation parking systems and methods, and non-transitory computer readable media, including determining that an evaluator is on leave; based on evaluation tasks assigned to the evaluator, retrieving evaluation tasks selected by the evaluator for reassignment, or reading a parking configuration and determining that evaluation tasks meet a criteria of the parking configuration; parking the retrieved evaluation tasks and/or the determined evaluation tasks to an interaction sample segment datastore; obtaining the parked evaluation tasks; and reassigning the obtained parked evaluation tasks in an evaluation task assignment datastore.

公开(公告)号：US20220414578A1

公开(公告)日：2022-12-29

申请号：US17359670

申请日：2021-06-28

Applicant: NICE LTD.

Inventor： Rahul VYAS ,  Salil Dhawan

IPC: G06Q10/06 ,  G06F9/52 ,  G09B19/00 ,  H04M3/523

Abstract: 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.

公开(公告)号：US20220300886A1

公开(公告)日：2022-09-22

申请号：US17833909

申请日：2022-06-07

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Harshit Kumar SHARMA ,  Rahul VYAS

IPC: G06Q10/06 ,  H04M3/22

Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction. (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.

公开(公告)号：US20240430178A1

公开(公告)日：2024-12-26

申请号：US18338080

申请日：2023-06-20

Applicant: NICE LTD.

Inventor： Darshan AMBHAIKAR ,  Rahul VYAS ,  Salil DHAWAN

IPC: H04L41/5009 ,  G06Q30/01 ,  H04L41/50

Abstract: An event prioritization system and methods are provided that are configured to dynamically prioritize incoming events reported by a plurality of event ticketing systems while the incoming events are live or ongoing. The system includes a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform event prioritization operations which include receiving an event associated with a computing issue affecting a customer entity, extracting a plurality of event prioritization factors from event data of the event, calculating scores for the plurality of event prioritization factors, determining a customer impact score of the event based on the scores, determining a criticality of the event based on the customer impact score and a service level agreement, and prioritizing the event in an event handler queue.

公开(公告)号：US20240412147A1

公开(公告)日：2024-12-12

申请号：US18811816

申请日：2024-08-22

Applicant: NICE LTD.

Inventor： Kunal KHANVILKAR ,  Rahul VYAS ,  Salil DHAWAN ,  Sourav CHAUHAN

IPC: G06Q10/0639 ,  H04M3/523

Abstract: A computerized-method for determining an agent-proficiency when addressing concurrent customer sessions via one or more channel types and utilization thereof. The computerized-method includes operating a Concurrent-Sessions-Handling-Agent-Proficiency (CSHAP) module. The CSHAP-module includes: (a) operating an interactions-module to retrieve one or more interactions and metadata thereof of the agent; (b) for each interaction, determining if the interaction has been handled with concurrent interactions; (c) for each determined interaction as handled with concurrent interactions, checking in the metadata if the interaction has one or more defocused-events; (d) calculating a CSHAP-score for the agent based on one or more attributes from the metadata of the interaction to provide an indication as to an ability of the agent to address concurrent customer sessions; (e) storing the calculated CSHAP-score in a data-store; and (f) sending the CSHAP-score to one or more applications, to take one or more follow-up actions based on the CSHAP-score.

公开(公告)号：US20230421695A1

公开(公告)日：2023-12-28

申请号：US17850481

申请日：2022-06-27

Applicant: NICE LTD

Inventor： Rahul VYAS ,  Salil DHAWAN ,  Jason WILLIAMS

IPC: H04M3/51

CPC classification number: H04M3/5175

Abstract: Agent credibility systems and methods, and non-transitory computer readable media, include receiving a recorded interaction between a customer and a contact center agent; retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score is based on values of a plurality of credibility assessment factors for a time interval that are stored in a historical agent database, and wherein the lower the CDD score, the higher a credibility of the contact center agent; filtering out the recorded interaction when the CDD score is less than or equal to a defined threshold; and providing the recorded interaction to a supervisor of the contact center agent or a quality management application when the CDD score is greater than the defined threshold.