公开(公告)号：US11005995B2

公开(公告)日：2021-05-11

申请号：US16271846

申请日：2019-02-10

Applicant: Nice Ltd.

Inventor： Hila Weisman ,  Raanan Gonen ,  Rana Daoud ,  Hila Kneller

IPC: H04M3/51 ,  G06N20/20 ,  G10L15/18 ,  G10L15/16

Abstract: A system and method for generating an agent behavioral analytics including transcribing an incoming call to produce a call transcription; and using a trained convolutional neural network (CNN) to produce behavioral labels for the agent in the incoming call for behavioral metrics, based on the call transcription. The CNN may include an embedding layer to convert words in the call transcription into vectors in a word embedding space; a convolution layer to perform a plurality of convolutions on the vectors and to generate vectors of features; a pooling layer to concatenate the vectors of features to a single vector by taking a maximum of each feature generated by the convolution layer; and a classification layer to produce grades of the agent in the incoming call for the set of attributes or behavioral metrics, based on the single vector generated by the pooling layer.