Patents by Inventor Adi Pony

Adi Pony has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • System and method for generating journey excellence score
    Patent number: 11816676
    Abstract: A system and method for calculating a journey excellence score (JES) for a customer journey in a contact center, including, during a training phase: representing each of a plurality of tagged customer journeys by a list of attributes and a value associated with each of the attributes, wherein each of the tagged customer journeys is tagged with respect to a dissatisfaction indicator, and training a model using the plurality of tagged customer journeys, based on the associated values and tags, to generate model weights; and at runtime: obtaining the customer journey; representing the customer journey by the list of attributes and a value associated to each of the attributes; and calculating the JES for the customer journey by applying the model weights to the associated values.
    Type: Grant
    Filed: July 6, 2018
    Date of Patent: November 14, 2023
    Assignee: Nice Ltd.
    Inventors: Adi Pony, Gennadi Lembersky, Roy Klein
  • SYSTEM AND METHOD FOR GENERATING JOURNEY EXCELLENCE SCORE
    Publication number: 20200013068
    Abstract: A system and method for calculating a journey excellence score (JES) for a customer journey in a contact center, including, during a training phase: representing each of a plurality of tagged customer journeys by a list of attributes and a value associated with each of the attributes, wherein each of the tagged customer journeys is tagged with respect to a dissatisfaction indicator, and training a model using the plurality of tagged customer journeys, based on the associated values and tags, to generate model weights; and at runtime: obtaining the customer journey; representing the customer journey by the list of attributes and a value associated to each of the attributes; and calculating the JES for the customer journey by applying the model weights to the associated values.
    Type: Application
    Filed: July 6, 2018
    Publication date: January 9, 2020
    Applicant: NICE LTD.
    Inventors: Adi Pony, Gennadi Lembersky, Roy Klein