公开(公告)号：US20240020617A1

公开(公告)日：2024-01-18

申请号：US17864003

申请日：2022-07-13

Applicant: NICE LTD

Inventor： Shay DINER ,  Gennadi LEMBERSKY ,  Animesh UDAWAT ,  Sourav RATH ,  Mahesh BAIRAGI ,  Amol ANWADE

IPC: G06Q10/06 ,  G06Q50/20

CPC classification number: G06Q10/06398 ,  G06Q50/205

Abstract: Coaching systems and methods, and non-transitory computer readable media, include analyzing an agent's interactions to identify knowledge gaps and specific topics where an agent has difficulties. An algorithm uses bootstrap sampling to verify that an agent's scores are significantly different from other agents' scores. The algorithm further uses a mutual information score to find topics that are associated with interactions having a high knowledge gap score.