公开(公告)号：US20200013068A1

公开(公告)日：2020-01-09

申请号：US16029023

申请日：2018-07-06

Applicant: NICE LTD.

Inventor： Adi Pony ,  Gennadi Lembersky ,  Roy Klein

IPC: G06Q30/00 ,  H04M3/22 ,  H04M3/51

Abstract: A system and method for calculating a journey excellence score (JES) for a customer journey in a contact center, including, during a training phase: representing each of a plurality of tagged customer journeys by a list of attributes and a value associated with each of the attributes, wherein each of the tagged customer journeys is tagged with respect to a dissatisfaction indicator, and training a model using the plurality of tagged customer journeys, based on the associated values and tags, to generate model weights; and at runtime: obtaining the customer journey; representing the customer journey by the list of attributes and a value associated to each of the attributes; and calculating the JES for the customer journey by applying the model weights to the associated values.

公开(公告)号：US11816676B2

公开(公告)日：2023-11-14

申请号：US16029023

申请日：2018-07-06

Applicant: NICE LTD.

Inventor： Adi Pony ,  Gennadi Lembersky ,  Roy Klein

IPC: G06Q30/01 ,  H04M3/51 ,  H04M3/22

CPC classification number: G06Q30/01 ,  H04M3/2227 ,  H04M3/5175

Abstract: A system and method for calculating a journey excellence score (JES) for a customer journey in a contact center, including, during a training phase: representing each of a plurality of tagged customer journeys by a list of attributes and a value associated with each of the attributes, wherein each of the tagged customer journeys is tagged with respect to a dissatisfaction indicator, and training a model using the plurality of tagged customer journeys, based on the associated values and tags, to generate model weights; and at runtime: obtaining the customer journey; representing the customer journey by the list of attributes and a value associated to each of the attributes; and calculating the JES for the customer journey by applying the model weights to the associated values.