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    System and method for distributed rule-based sequencing engine
    72.
    发明授权
    System and method for distributed rule-based sequencing engine 有权

    公开(公告)号：US10019680B2

    公开(公告)日：2018-07-10

    申请号：US14551090

    申请日：2014-11-24

    Applicant: NICE-SYSTEMS LTD.

    Inventor： Dan Sharon ,  Eitan Kovacs ,  Igor Cher

    IPC: G06Q10/00 ,  G06Q10/06

    CPC classification number: G06Q10/063 ,  G06Q10/06393 ,  G06Q30/016

    Abstract: A computing device including a processor and memory may receive input from a user to define one or more sequence types, each sequence type based on a time frame. A distributed computing system may receive interaction data on a plurality of computing nodes and describing an interaction event between a customer and an agent. The one or more computing nodes may associate the received interaction event with the customer's identifier in a customer history table, wherein the customer history table stores historical interaction events for the customer. Further, the computing nodes may assign the received interaction event to a sequence, based on the defined one or more sequence types.

    Determination of prominent phrases in multi-channel interactions by multi-feature evaluations
    73.
    发明授权
    Determination of prominent phrases in multi-channel interactions by multi-feature evaluations 有权

    公开(公告)号：US09953048B2

    公开(公告)日：2018-04-24

    申请号：US14639152

    申请日：2015-03-05

    Applicant: NICE-SYSTEMS LTD

    Inventor： Hila Weisman ,  Peter Izsak ,  Victor Shafran

    IPC: G06F17/00 ,  G06F17/30 ,  G06F17/27 ,  G10L15/02

    CPC classification number: G06F17/30345 ,  G06F17/2765 ,  G06F17/2785 ,  G06F17/3056 ,  G06F17/30876 ,  G10L15/02

    Abstract: A method for determining prominent keyphrases in interactions, comprising, receiving keyphrases of numerous interactions received via a plurality of channels that comprise apparatuses for conveying the interactions according to the media thereof, quantitatively evaluating each keyphrase by a plurality of different metrics thereby yielding a corresponding plurality of values, and linearly combining the plurality of the values with a corresponding plurality of coefficients associated with a channel via which an interaction having said keyphrase is received, thereby providing a score of said keyphrase, and based on a condition related to the scores of the keyphrases, selecting at least one keyphrase as an at least one prominent keyphrase, wherein the method is at least partially performed by an at least one computerized apparatus configured for interfacing with the apparatuses of the plurality of the channels.

    System and method for automatic language model generation
    75.
    发明授权
    System and method for automatic language model generation 有权

    公开(公告)号：US09905224B2

    公开(公告)日：2018-02-27

    申请号：US14736277

    申请日：2015-06-11

    Applicant: NICE-SYSTEMS LTD.

    Inventor： Maor Nissan

    IPC: G10L15/19 ,  G10L15/26 ,  G10L15/187

    CPC classification number: G10L15/19 ,  G10L15/187

    Abstract: A computer-implemented method of generating a language model. An embodiment of a system and method may include selecting a set of words from a transcription of an audio input, the transcription produced by a current language model. The set of words may be used to obtain a set of content objects. The set of content objects may be used to generate a new language model. The current language model may be replaced by the new language model.

    AUTOMATED CALL CLASSIFICATION
    79.
    发明申请
    AUTOMATED CALL CLASSIFICATION 有权

    公开(公告)号：US20170195487A1

    公开(公告)日：2017-07-06

    申请号：US14985533

    申请日：2015-12-31

    Applicant: NICE-SYSTEMS LTD.

    Inventor： Facundo Bellosi ,  Leonard Michael Newnham ,  Tomer Ram

    IPC: H04M3/51 ,  G06F17/30

    CPC classification number: H04M3/5175 ,  G06F17/30525 ,  G06F17/30598 ,  H04M2203/355 ,  H04M2203/559

    Abstract: A computing system is configured to categorize digital data records each relating to an interaction between a call center agent and a customer. The system includes a rules module to determine a first probability that a data record belongs to a category based one or more rules each rule defining a relationship between one or more features of the data record and the category; a probabilistic module to determine a second probability that the data record belongs to the category based on one or more probabilistic models of relationships between one or more of the features and the category; an arbitration module to determine whether or not the data record belongs to the category based on the first and second probabilities; and an action module to receive from the arbitration processor an indication that the interaction belongs to the category and to initiate an action appropriate to the category.

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