公开(公告)号：US20240412147A1

公开(公告)日：2024-12-12

申请号：US18811816

申请日：2024-08-22

Applicant: NICE LTD.

Inventor： Kunal KHANVILKAR ,  Rahul VYAS ,  Salil DHAWAN ,  Sourav CHAUHAN

IPC: G06Q10/0639 ,  H04M3/523

Abstract: A computerized-method for determining an agent-proficiency when addressing concurrent customer sessions via one or more channel types and utilization thereof. The computerized-method includes operating a Concurrent-Sessions-Handling-Agent-Proficiency (CSHAP) module. The CSHAP-module includes: (a) operating an interactions-module to retrieve one or more interactions and metadata thereof of the agent; (b) for each interaction, determining if the interaction has been handled with concurrent interactions; (c) for each determined interaction as handled with concurrent interactions, checking in the metadata if the interaction has one or more defocused-events; (d) calculating a CSHAP-score for the agent based on one or more attributes from the metadata of the interaction to provide an indication as to an ability of the agent to address concurrent customer sessions; (e) storing the calculated CSHAP-score in a data-store; and (f) sending the CSHAP-score to one or more applications, to take one or more follow-up actions based on the CSHAP-score.

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：US20240283989A1

公开(公告)日：2024-08-22

申请号：US18171499

申请日：2023-02-20

Applicant: NICE LTD.

Inventor： Archana KULKARNI ,  Onkar HINGNE ,  Sourav CHAUHAN

IPC: H04N21/235 ,  H04N21/278

CPC classification number: H04N21/2353 ,  H04N21/278

Abstract: A system and method are provided to predict media playback requests of media files to decrease response times to the media playback requests. The system includes a processor and a computer readable medium operably coupled thereto, to perform predictive caching operations which include receiving metadata from an interaction stream after recording a media file of an interaction, determining contacts corresponding to users identified in the metadata that are recorded in the media file from the metadata, accessing an ML model for predictive caching of media files, determining, using the ML model and a plurality of model features for the ML model, a first prediction for a first playback of the media file, predicting the first playback of the media file by at least one of the contacts based on the first prediction, caching the media file in the data cache for a time period based on the predicting.