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：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：US20240020408A1

公开(公告)日：2024-01-18

申请号：US17862465

申请日：2022-07-12

Applicant: NICE LTD

Inventor： Sourav CHAUHAN ,  Kunal KHANVILKAR ,  LeAnn HOPKINS

IPC: G06F21/62 ,  G06N5/02 ,  G06K9/62

CPC classification number: G06F21/6245 ,  G06N5/025 ,  G06K9/6262 ,  G06F2221/2141

Abstract: A system is adapted to automatically evaluate compliance to data masking rules by a service provider. The system includes a processor and a non-transitory computer readable medium carrying instructions. The instructions include receiving a list of private data elements for which masking is required, and receiving a transcript of a particular interaction between the service provider and a customer, where the transcript includes data elements, at least of which is a private data element. The instructions also include analyzing the transcript with natural language processing to identify times or locations within where private data elements are recorded; determining, based on a set of compliance rules and the analyzed transcript, whether any private data element are unmasked at the identified times or locations; and, if a private data element is unmasked, issuing an output related to the unmasked private data elements.

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.