公开(公告)号：US20200252509A1

公开(公告)日：2020-08-06

申请号：US16855106

申请日：2020-04-22

Applicant: Nice Ltd.

Inventor： Leon PORTMAN ,  Liron STEIN ,  Amram Amir COHEN ,  Alexander GRUSHKO ,  Dror EILAN ,  Raanan GONEN ,  Naor HAIMOV

IPC: H04M3/51 ,  H04M3/523

Abstract: A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.

公开(公告)号：US20210294984A1

公开(公告)日：2021-09-23

申请号：US17341749

申请日：2021-06-08

Applicant: Nice Ltd.

Inventor： Abhijit MOKASHI ,  Amram Amir COHEN

IPC: G06F40/30

Abstract: A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.

公开(公告)号：US20190306315A1

公开(公告)日：2019-10-03

申请号：US15938586

申请日：2018-03-28

Applicant: Nice Ltd.

Inventor： Leon PORTMAN ,  Liron STEIN ,  Amram Amir COHEN ,  Alexander GRUSHKO ,  Dror EILAN ,  Raanan GONEN ,  Naor HAIMOV

IPC: H04M3/51 ,  H04M3/523

Abstract: A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.