公开(公告)号：US20220191327A1

公开(公告)日：2022-06-16

申请号：US17687721

申请日：2022-03-07

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Rahul VYAS

IPC: H04M3/51 ,  H04M3/523 ,  H04L65/10 ,  H04L65/1059

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 dining 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：US20250061495A1

公开(公告)日：2025-02-20

申请号：US18450797

申请日：2023-08-16

Applicant: NICE LTD.

Inventor： Rahul VYAS ,  LeAnn HOPKINS ,  Harsha MARSHETTIWAR

IPC: G06Q30/0282 ,  G06Q30/015 ,  G06Q30/0203

Abstract: Apparatus, systems, and methods for calibrating evaluator feedback relating to agent-customer interaction(s) based on corresponding customer feedback. An agent evaluation form is generated based on customer feedback provided via a customer questionnaire. By comparing evaluator feedback received via completion of the agent evaluation form by one or more user-selected evaluators to the customer feedback provided via the customer questionnaire, a customer feedback variance score is calculated for the one or more user-selected evaluators.

公开(公告)号：US20250039299A1

公开(公告)日：2025-01-30

申请号：US18350130

申请日：2023-07-11

Applicant: NICE LTD.

Inventor： Rahul VYAS ,  Pankul GUPTA ,  Mayur BHALKE ,  LeAnn HOPKINS

IPC: H04M3/51 ,  G06Q10/0639 ,  H04M3/42

Abstract: Agent evaluation 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 an interaction divergence range for each of a plurality of interaction parameters for the recorded interaction; calculating a form divergence determinant (FDD) score for each of a plurality of evaluation forms, wherein the lower the FDD score, the more suitable an evaluation form is for the recorded interaction; filtering out evaluation forms having an FDD score greater than a predefined threshold; ranking evaluation forms having an FDD score lower than the predefined threshold based on their FDD score; and providing a list of the ranked evaluation forms to a supervisor of the contact center agent.

公开(公告)号：US20240394640A1

公开(公告)日：2024-11-28

申请号：US18200058

申请日：2023-05-22

Applicant: NICE LTD.

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

IPC: G06Q10/0639 ,  G06Q30/02

Abstract: A computerized-method for calculating a level of friction within a customer and agent interaction, for quality improvement thereof, in a multichannel contact center. The computerized-method includes operating, for each interaction between the customer and the agent, in each channel, an Interaction Friction Score (IFS) calculation module. The IFS calculation module includes retrieving a transcript and interaction metadata of the interaction between the customer and the agent from the friction datastore and the database of interactions transcripts and metadata. The transcript includes ‘N’ sentences and calculating an IFS of the interaction between the customer and the agent then forwarding each interaction between the customer and the agent having a calculated IFS above a calculated Interaction Friction Threshold (IFT) for an intervention.

公开(公告)号：US20220207457A1

公开(公告)日：2022-06-30

申请号：US17136045

申请日：2020-12-29

Applicant: NICE LTD

Inventor： Harshit Kumar SHARMA ,  Salil DHAWAN ,  Rahul VYAS

IPC: G06Q10/06 ,  G06Q10/10 ,  G06Q30/00 ,  G06F16/22 ,  H04M3/523

Abstract: A computerized-method for gauging agent's self-assessment effectiveness, is provided herein. The computerized-method includes for each interaction (i) operating a Self-assessment Consolidation module to calculate a confidence-interval for each data-point of one or more preconfigured data-points, and (ii) operating a Self-assessment Divergence Determinant (SDD) module. The operating of the SDD includes: retrieving one or more data-points of the interaction; for each data-point retrieving the confidence interval; setting a divergence-indicator as zero, when the data point is within the confidence-interval; setting the divergence-indicator as a subtraction of the data point from the calculated lower-bound, when the data-point is lower than the lower-bound of the confidence-interval; and setting the divergence-indicator as a subtraction of the calculated upper-bound from the data-point, when the data-point is greater than the upper-bound of the confidence-interval. Then, accumulating the divergence-indicator of the data-points to yield an SDD for the interaction; and sending the SDD to one or more systems.

公开(公告)号：US20220092512A1

公开(公告)日：2022-03-24

申请号：US17026316

申请日：2020-09-21

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Rahul VYAS

IPC: G06Q10/06 ,  G06N5/02

Abstract: A computerized-method for calculating a hold factor of an interaction in a call center, by which related agent recording segments may be filtered for evaluation is provided herein. The computerized-method include: operating a Hold Factor Calculation (HFC) model for an interaction. The HFC model include receiving agent recording segments of the interaction and then collecting data fields of: (i) skills of agent; and (ii) interaction metadata. Then, checking to determine if hold time has occurred in the received agent recording segments and when it is determined that hold time has occurred the HFC is: (a) calculating a hold-ratio; (b) calculating a conversation score based on the collected data fields; (c) dividing the calculated hold ratio by the calculated conversation score to yield a hold factor; and (d) sending the yielded hold factor to a quality planner microservice by which the quality planner is preconfigured to distribute the interaction for evaluation.

公开(公告)号：US20210287235A1

公开(公告)日：2021-09-16

申请号：US16819223

申请日：2020-03-16

Applicant: NICE LTD

Inventor： Salil DHAWAN ,  Rahul VYAS

IPC: G06Q30/02 ,  G06N20/00 ,  G06F16/903 ,  G06F16/907 ,  G06F40/35 ,  G06F17/18 ,  G06K9/62

Abstract: A computerized-method for generating a machine-learning model to determine genuineness of customer feedback to filter-out, non-genuine agent recording segments from evaluation. The computerized-method includes generating a Genuineness Opinion Score (GOS) model. The generating of GOS model includes: (a) a data manipulation phase; (b) a data visualization and analysis phase, and (c) a feature augmentation phase for sorting the variables in a set of unique and relevant variables into two categories: estimated variables and anticipated variables. The estimated variables are used for calculation of a GOS of an interaction that is received in a contact center and the anticipated variables are used for calculation of a threshold of said GOS.