Patents Assigned to NICE LTD.
  • Patent number: 11689663
    Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.
    Type: Grant
    Filed: August 8, 2022
    Date of Patent: June 27, 2023
    Assignee: Nice Ltd.
    Inventors: Natalia Beatriz Piaggio, Leonard Newnham
  • Publication number: 20230195876
    Abstract: A computerize method for voice authentication of a customer in a self-service system is provided. A request for authentication of the customer is received and the customer is enrolled in the self-service system with a text-independent voice print. A passphrase from a plurality of passphrases to transmit to the customer is determined based on comparing each of the plurality of passphrases to a text-dependent or text-independent voice biometric model. The passphrase is transmitted to the customer, and when the customer responds, an audio stream of the passphrase is received. The customer is authenticated by comparing the audio stream of the passphrase against the text-independent voice print.
    Type: Application
    Filed: February 15, 2023
    Publication date: June 22, 2023
    Applicant: Nice Ltd.
    Inventors: Matan KERET, Amnon Buzaglo
  • Patent number: 11675885
    Abstract: In a system and method for audio analysis in a cloud-based computerized an authentication (RTA) manager micro-service may send an audio packet to a voice processor micro-service. The voice processor may extract features of the audio. The RTA manager may obtain the extracted features from the voice processor; calculate, based on the extracted features, a quality grade of the audio packet, and send the extracted features to an at least one voice biometrics engine if the quality grade is above a threshold. Each of the at least one voice biometrics engines may be configured to generate a voiceprint of the audio packet, based on the extracted features of the audio packet and to perform at least one of: authenticate a speaker, detect fraudsters, and enrich a previously stored voiceprint of the speaker with the voiceprint of the audio packet.
    Type: Grant
    Filed: September 27, 2021
    Date of Patent: June 13, 2023
    Assignee: Nice Ltd.
    Inventors: Matan Keret, William Mark Finlay, Peter S Cardillo
  • Patent number: 11676094
    Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction. (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.
    Type: Grant
    Filed: June 7, 2022
    Date of Patent: June 13, 2023
    Assignee: NICE LTD.
    Inventors: Salil Dhawan, Harshit Kumar Sharma, Rahul Vyas
  • Patent number: 11676067
    Abstract: A system and method for creating input data to be used to train a conversational bot may include receiving a set of conversations, each conversation including sentences, classifying each sentence into a dialog act taken from a number of dialog acts, for each set of sentences classified into a dialog act, clustering the set of sentences into clusters based on the content (e.g. text) of the sentences, each cluster having a cluster name or label, and generating a language model based on the cluster labels. Slots may be identified in the sentences based in part on the dialog act classifications. A bot may be trained using data such as the slots, language model, and clusters.
    Type: Grant
    Filed: February 14, 2020
    Date of Patent: June 13, 2023
    Assignee: Nice Ltd.
    Inventors: Hila Kneller, Lior Ben Eliezer, Yuval Shachaf, Gennadi Lembersky, Natan Katz
  • Publication number: 20230177533
    Abstract: 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.
    Type: Application
    Filed: November 10, 2022
    Publication date: June 8, 2023
    Applicant: Nice Ltd.
    Inventors: Yuval SHACHAF, Gennadi Lembersky, Roy Klein
  • Patent number: 11659093
    Abstract: Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; extracting, by a data calculation engine, organization, location, and time information from the text; calculating, by the data calculation engine, a priority of the call interaction from the extracted information and the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to a queue of the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.
    Type: Grant
    Filed: June 10, 2022
    Date of Patent: May 23, 2023
    Assignee: NICE LTD.
    Inventors: Roman Frenkel, Tal Raskin, Adi Ben Zeev, Stav Mishory, Dan Teplitski, Hadas Katz
  • Patent number: 11657344
    Abstract: A system and methods are provided for a workforce management (WFM) system adapted to perform automated scheduling operations based on scheduling rule(s) and/or parameter(s). The system includes a processor and a computer readable medium operably coupled thereto, to perform the scheduling operations which include automatically generating a survey comprising queries based on the scheduling rule(s) and parameter(s) having at least a first and second dimension, distributing the survey to user(s) via one or more interfaces of the WFM system, detecting each response to the survey via the WFM system, analyzing, using a deep learning model, each survey response, generating one or more recommendations for the user(s) based on analyzing each response using the deep learning model, detecting one or more feedbacks to the survey via the WFM system, and adjusting, using the deep learning model and the feedback(s) to the recommendation(s), one or more of the parameters for the survey.
    Type: Grant
    Filed: April 8, 2022
    Date of Patent: May 23, 2023
    Assignee: NICE LTD.
    Inventors: Nicholas Duane Martin, Brent Allen Haferkamp, Oren Gerstner, Chetan Prajapati, Juan Claudio Serviere Morales
  • Patent number: 11646038
    Abstract: A method for separating and authenticating speech of a speaker on an audio stream of speakers over an audio channel may include receiving audio stream data of the audio stream with speech from a speaker to be authenticated speaking with a second speaker. A voiceprint may be generated for each data chunk in the audio stream data divided into a plurality of data chunks. The voiceprint for each data chunk may be assessed as to whether the voiceprint has speech belonging to the speaker to be authenticated or to the second speaker using representative voiceprints of both speakers. An accumulated voiceprint may be generated using the verified data chunks with speech of the speaker to be authenticated. The accumulated voiceprint may be compared to the reference voiceprint of the speaker to be authenticated for authenticating the speaker speaking with the second speaker over the audio channel.
    Type: Grant
    Filed: November 17, 2020
    Date of Patent: May 9, 2023
    Assignee: NICE LTD.
    Inventors: Alon Menahem Shoa, Roman Frenkel, Matan Keret
  • Patent number: 11647098
    Abstract: A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.
    Type: Grant
    Filed: October 27, 2022
    Date of Patent: May 9, 2023
    Assignee: NICE LTD.
    Inventors: Jonathan Erez, Ofir Mecayten, Yaron Cohen
  • Patent number: 11642788
    Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.
    Type: Grant
    Filed: October 3, 2022
    Date of Patent: May 9, 2023
    Assignee: NICE LTD.
    Inventors: David Geffen, Lior Epstein, Gal Tesler
  • Patent number: 11640724
    Abstract: A system and method for recognizing a person, including: capturing an identifying feature of the person; identifying the person based on the identifying feature to return a person identity; using the person's identity, retrieving information about the person from a person information database; and displaying the retrieved information in an overlay with a facial image of the person to a user. menu items can also be displayed. The identifying feature may be a biometric or a non-biometric feature.
    Type: Grant
    Filed: May 28, 2021
    Date of Patent: May 2, 2023
    Assignee: Nice Ltd.
    Inventors: Jayesh Doolani, Nicholas Duane Martin, Sathish Babu Adluru Subas
  • Patent number: 11636430
    Abstract: A computerized system for summarizing agreements between two or more parties, comprises one or more processors. The processors may be configured to capture data relating to the agreement, such as agent screen data during an interaction with a customer. The data may be captured in successive capture operations each in response to an event, such as an agent key press or data entry. The captured data may be used to prepare a continuous text summarizing the agreement. An audio summary of the agreement may be derived from the text and played to at least one of the parties.
    Type: Grant
    Filed: October 8, 2020
    Date of Patent: April 25, 2023
    Assignee: NICE LTD.
    Inventors: David Geffen, Eshay Livne, Omer Abramovich, Eyal Eshel
  • Patent number: 11632468
    Abstract: A method for providing anonymized contact information to a workforce management system includes receiving contact information from a plurality of customer business units; assigning each of the plurality of customer business units one or more industry classification codes or product classification codes; anonymizing, by a processor, the contact information to the one or more industry classification codes or product classification codes; receiving, by a processor, a query from a workforce management system for anonymized contact information in one or more industry classification codes or product classification codes; and providing the anonymized contact information to the workforce management system for use in a workforce management predictive model.
    Type: Grant
    Filed: November 21, 2022
    Date of Patent: April 18, 2023
    Assignee: NICE LTD.
    Inventors: Gregory E. Frangos, Thomas S. Otvos
  • Publication number: 20230113136
    Abstract: 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.
    Type: Application
    Filed: October 7, 2021
    Publication date: April 13, 2023
    Applicant: Nice Ltd.
    Inventors: Eran ROSEBERG, Yaron Moshe BIALY, Yuval SHACHAF
  • Patent number: 11625467
    Abstract: A computerized method for voice authentication of a customer in a self-service system is provided. A request for authentication of the customer is received and the customer is enrolled in the self-service system with a text-independent voice print. A passphrase from a plurality of passphrases to transmit to the customer is determined based on comparing each of the plurality of passphrases to a text-dependent or text-independent voice biometric model. The passphrase is transmitted to the customer, and when the customer responds, an audio stream of the passphrase is received. The customer is authenticated by comparing the audio stream of the passphrase against the text-independent voice print. If the customer is authenticated, then the audio stream of the passphrase and the topic of the passphrase may be stored.
    Type: Grant
    Filed: May 25, 2021
    Date of Patent: April 11, 2023
    Assignee: Nice Ltd.
    Inventors: Matan Keret, Amnon Buzaglo
  • Patent number: 11616878
    Abstract: A system or method for dynamic redundant call recording may include a plurality of recording devices, each recording device having a plurality of recording resources, and a resource allocator. The resource allocator may receive a request from a call receiving node for commencement of a recording session. It may then attempt to connect to a first one of the plurality of recording devices and if successful, establish a recording session between the call receiving node and the recording device, or if not successful, attempting to connect the recording session controller to a second one of the multiple recording devices. Two resource allocators may operate in parallel to establish dual recording using resources at two different recording devices. Call content may be recorded separately from call metadata and may be integrated with the metadata using a unique call ID.
    Type: Grant
    Filed: August 25, 2020
    Date of Patent: March 28, 2023
    Assignee: Nice Ltd.
    Inventors: Efim Kolodizner, Aviv Sevillia, Uri Frieder
  • Patent number: 11616880
    Abstract: A computerized-method for calculating an agent skill-satisfaction-index and utilization thereof, is provided herein. The computerized-method includes operating an Agent-Skill-Satisfaction-Index (ASSI)-scoring module.
    Type: Grant
    Filed: February 24, 2022
    Date of Patent: March 28, 2023
    Assignee: NICE LTD
    Inventors: Abhijit Wasulkar, Jason Williams, Mukesh Agarwal, Priyanka Sutar
  • Patent number: 11616857
    Abstract: A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.
    Type: Grant
    Filed: April 25, 2022
    Date of Patent: March 28, 2023
    Assignee: NICE LTD.
    Inventors: Jonathan Erez, Ofir Mecayten, Yaron Cohen
  • Patent number: RE49486
    Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.
    Type: Grant
    Filed: June 3, 2021
    Date of Patent: April 4, 2023
    Assignee: Nice Ltd.
    Inventors: Hadas Liberman Ben-Ami, Leon Portman, Yuval Marco, Yosef Golan, Shlomi Haba, Iftach Smith, Yizhar Ronen, Yohay Etsion, Igor Cher, Naama Damti, Assaf Frenkel, Uzi Baruch