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公开(公告)号：US11551243B2
公开(公告)日：2023-01-10
申请号：US17541856
申请日：2021-12-03
申请人： Nice Ltd.
发明人： Yuval Shachaf , Gennadi Lembersky , Roy Klein
摘要： A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.
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公开(公告)号：US11768845B2
公开(公告)日：2023-09-26
申请号：US17496624
申请日：2021-10-07
申请人： Nice Ltd.
发明人： Eran Roseberg , Yaron Moshe Bialy , Yuval Shachaf
IPC分类号： G06F16/2458
CPC分类号： G06F16/2465
摘要： A method and system for dynamically determining a minimum support for automation mining is provided. The method and system include modifying the minimum support pattern such that the minimum support can result pattern mining algorithms finding a sufficient number of patterns in a practical duration.
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公开(公告)号：US11507728B2
公开(公告)日：2022-11-22
申请号：US17160392
申请日：2021-01-28
申请人： NICE LTD.
发明人： Yuval Shachaf , Yaron Bialy , Natan Katz , Eran Roseberg
IPC分类号： G06F17/00 , G06F40/117 , G06F16/35 , G06F40/177
摘要： A computerized-method for automatically documenting automatically-discovered actions of a business-process for automation thereof is provided herein. The computerized-method includes operating a build-automation-document module. The build-automation-document module includes: (i) retrieving the set of automatically-discovered actions of the business process for automation thereof. Each action is of a related type and related to an application to complete the business process via the applications portal. (ii) for each action of the set of automatically-discovered actions, extracting an associated routine-name of a routine; (iii) grouping similar actions by related window in related application and type of action into clusters of actions; (iv) removing clusters of actions which are not necessary to an automated business process; (v) sorting the clusters of actions in an order for automatically performing the business process; and (vi) saving the sorted automatically-discovered actions into a file to be presented on a display unit that is associated to the computerized system.
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公开(公告)号：US20210081873A1
公开(公告)日：2021-03-18
申请号：US16571232
申请日：2019-09-16
申请人： NICE LTD
发明人： David Geffen , Yuval Shachaf , Gennadi Lembersky
摘要： A computerized method for automatically pointing on an influencer on a measured performance change for maximizing coaching utility is provided herein. The method may include: receiving one or more metrics from a user to construct a Key Performance Indicators (KPI); retrieving data related to one or more agents during a predefined period for the one or more metrics from one or more performance management databases; calculating a change in KPI; calculating an influence of each metric on the calculated change in KPI; calculating an influence of each agent on the calculated change in KPI; presenting to a user via a display unit: (i) the calculated change in KPI; (ii) influence of each metric on the calculated change in KPI; and (iii) influence of each agent on the calculated change in KPI, and based on a precalculated coaching effectiveness, suggesting a coaching approach to reach a predefined KPI goal.
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公开(公告)号：US20200082810A1
公开(公告)日：2020-03-12
申请号：US16123481
申请日：2018-09-06
申请人： Nice Ltd.
发明人： Hila Kneller , Yuval Shachaf , Gennadi Lembersky
摘要： Systems and methods for mapping a customer journey in an interactive voice response (IVR) system to a category from a categories list, build a directed graph based on one or more sample IVR customer journeys; generate a black list based on the directed graph; for a given customer journey: filter one or more non-informative menus from the plurality of available menus based on the black list; concatenate the respective associated menu prompt of each menu that was not filtered, and one or more user responses to one or more menu prompts from the series of interactions in the given customer journey, into a concatenated word string; calculate a similarity score between the concatenated word string and a category name of each category from the categories list; and map the given customer journey to the category whose category name produces the highest similarity score.
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公开(公告)号：US12124516B1
公开(公告)日：2024-10-22
申请号：US18455361
申请日：2023-08-24
申请人： NICE LTD.
发明人： Oz Granit , Yuval Shachaf , Eran Roseberg
IPC分类号： G06F16/903
CPC分类号： G06F16/90344
摘要： A system to create new automation routines includes a processor to: Over time, store a group of actions taken by a group of agents within applications. From the stored group of actions, identify a repeating pattern of actions in a subset of the applications, and construct a binary vector, each position within the binary vector storing a 1 for an occurrence of any action within any application of the subset, and a 0 otherwise. From the binary vector and the repeating pattern, extract a sentence including at least one action within at least one application. Based on the repeating pattern, an application type, or a business goal, create a constraint. If the sentence meets the constraint, accept the sentence and add it to a pool of accepted sentences. From the pool of accepted sentences, identify a pattern of occurrences of the accepted sentence, and create a new automation routine.
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公开(公告)号：US11763228B2
公开(公告)日：2023-09-19
申请号：US17223537
申请日：2021-04-06
申请人： Nice Ltd.
发明人： Yaron Moshe Bialy , Yuval Shachaf , Eran Roseberg
IPC分类号： G06Q10/0631 , G06Q10/0639 , G06Q10/0633 , G06V10/75
CPC分类号： G06Q10/06316 , G06Q10/0633 , G06Q10/0639 , G06V10/7557
摘要： A method and system for analyzing and connecting computer-based actions into sentences may include for a series of computer-based actions, determining the case ID for the action for each action where an identifier or case ID can be determined, creating sequences of subsets of the series of computer-based actions using the case ID, and merging sequences having computer-based actions having the same case ID. A set of case IDs may be extracted from the actions using a clustering algorithm based on features of potential case IDs such as gaps in appearance of potential case IDs in a sequence of actions and consecutive appearances of potential case IDs in a sequence of actions. The extracted case IDs may be used when creating sequences.
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公开(公告)号：US11232463B2
公开(公告)日：2022-01-25
申请号：US16106075
申请日：2018-08-21
申请人： Nice Ltd.
发明人： Yuval Shachaf , Gennadi Lembersky , Roy Klein
摘要： A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.
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9.发明授权公开(公告)号：US12124608B2
公开(公告)日：2024-10-22
申请号：US17974554
申请日：2022-10-27
申请人： NICE LTD.
发明人： Yuval Shachaf , Yaron Bialy , Eran Roseberg
IPC分类号： G06F21/62
CPC分类号： G06F21/6245
摘要： A computerized-method for sensitive data redaction from screenshots, is provided herein. The computerized-method includes retrieving records of a sequence of screenshots from a database. Then, grouping the sequence-of-screenshots by one feature of one or more features to yield one or more groups. Each group includes screenshots having one common feature. Then, calculating a score for each pixel across all similar screenshots in each group. For each group of screenshots, blackening pixels in all screenshots having a score above a preconfigured threshold to yield data redacted screenshots. The score of each pixel above the preconfigured threshold indicates a high variance between screenshots in the group and a presence of sensitive data therein and then storing the data-redacted screenshots in a screenshots-database.
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公开(公告)号：US11790380B2
公开(公告)日：2023-10-17
申请号：US17984665
申请日：2022-11-10
申请人： Nice Ltd.
发明人： Yuval Shachaf , Gennadi Lembersky , Roy Klein
IPC分类号： G06Q30/0201 , H04M3/51 , G06Q10/0637 , G06Q30/016 , G06Q10/0635 , H04M3/523
CPC分类号： G06Q30/0201 , G06Q10/0635 , G06Q10/0637 , G06Q30/016 , H04M3/5166 , H04M3/5183 , H04M3/523 , H04M2203/551
摘要： A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.
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