Patents Assigned to NICE LTD.
  • System and method for infrastructure resource optimization
    Patent number: 11526381
    Abstract: A system and method of altering computer resource allocation may include receiving a first time-series metric describing a processes; receiving a second time-series resource metric describing a computer resource; and analyzing the first time-series metric and the second time-series resource metric as an independent and a dependent variable to determine a gradient coefficient defining the ratio of the rate of change between the first time-series metric and the second time-series resource metric. The result may be used to predict resource usage, and to provision or allocate the resource accordingly.
    Type: Grant
    Filed: November 10, 2020
    Date of Patent: December 13, 2022
    Assignee: NICE LTD.
    Inventors: Pratim Kumar Bhattacharya, Sameer Pokarna, Yuvraj Amrutrao Sawant
  • METHOD AND SYSTEM FOR ACCESSING TABLE CONTENT IN A DIGITAL IMAGE OF THE TABLE
    Publication number: 20220391228
    Abstract: A system and method for accessing elements of a table in a digital image of the table, including: obtaining the digital image of the table; finding table elements in the digital image based on digital table properties, wherein the table elements define table cells; calculating coordinates of the table cells in the digital image based on the table elements; and accessing content of a selected table cell in the digital image using the coordinates of the selected table element.
    Type: Application
    Filed: March 15, 2022
    Publication date: December 8, 2022
    Applicant: NICE Ltd.
    Inventors: Alexander Vaindiner, Vitaly Shelest, Semyon Kleinerman
  • Industry benchmark forecasting in workforce management
    Patent number: 11522999
    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: February 16, 2022
    Date of Patent: December 6, 2022
    Assignee: NICE LTD.
    Inventors: Gregory E. Frangos, Thomas S. Otvos
  • Systems and methods for automated uptime monitoring of internet-based software
    Patent number: 11513929
    Abstract: A system and method for determining automated uptime of internet-based software may include one or more memories storing check suites, each check suite including an ordered sequence of a plurality of checks corresponding to an execution flow of an ordered sequence of functions of the internet-based software; and one or more processors configured to determine a total amount of down time for a monitoring period by: during each time interval of the monitoring period, performing each of the plurality of check suites on the internet-based software, and applying at least one weighing factor to results of performing each of the plurality of check suites.
    Type: Grant
    Filed: April 15, 2020
    Date of Patent: November 29, 2022
    Assignee: NICE LTD.
    Inventors: Paul Lin Roest, Arunkumar Anandhan
  • Method and system for providing elastic media forking infrastructure to cloud distributed real-time applications
    Patent number: 11516267
    Abstract: A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In a network having a direct media streaming between a first media-client and a source device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source device, switching from the direct media streaming mode to a media forking mode by starting a media forting service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source device.
    Type: Grant
    Filed: April 25, 2022
    Date of Patent: November 29, 2022
    Assignee: NICE LTD.
    Inventors: Yaron Cohen, Ofir Mecayten
  • System and method using zero knowledge proofs for alert sharing
    Patent number: 11514439
    Abstract: Securely sharing proof of knowledge of information without revealing the information, for example to allow an institution to prove it has knowledge regarding an alert. Code or software may be generated (at a first computer system) which takes as input one or more details regarding an entity and returns a value based on a match to one or more actual details regarding the entity. A name may be generated for the code based on information describing the entity, and the code may be published to a blockchain, along with at least one key corresponding to the code. For each name an entry may be creating in an index, converting the name to a blockchain address. A proof based on the code may be generated at a second computer system, which, if verified, results in the first institution and the second institution sharing information regarding the entity.
    Type: Grant
    Filed: February 26, 2020
    Date of Patent: November 29, 2022
    Assignee: NICE LTD.
    Inventor: Simon Robins
  • CUSTOMER JOURNEY MANAGEMENT
    Publication number: 20220374924
    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: Application
    Filed: August 8, 2022
    Publication date: November 24, 2022
    Applicant: Nice Ltd.
    Inventors: Natalia Beatriz PIAGGIO, Leonard NEWNHAM
  • SYSTEM AND METHOD FOR VOICE BIOMETRICS AUTHENTICATION
    Publication number: 20220375461
    Abstract: A system and method for authenticating an identity may include generating a first generic representation representing a stored audio content, generating a second generic representation representing input audio content, and, providing the first and second generic representations to a voice biometrics unit adapted to authenticate an identity based on the first and second generic representations.
    Type: Application
    Filed: May 20, 2021
    Publication date: November 24, 2022
    Applicant: Nice Ltd.
    Inventors: Natan KATZ, Ori Akstein, Tal Haguel
  • System and method for automatic key phrase extraction rule generation
    Patent number: 11507743
    Abstract: A method, system, and non-transitory processor-readable storage medium for automatic key phrase rule generation for automatic key phrase extraction including: receiving a corpus sample including a plurality of documents containing text, receiving a plurality of identified key phrases which relate to a topic of the text of at least one corresponding document; assigning a part-of-speech to each word in the corpus sample; generating a part-of-speech pattern from each identified key phrase; and generating key phrase rules.
    Type: Grant
    Filed: February 28, 2017
    Date of Patent: November 22, 2022
    Assignee: NICE LTD.
    Inventors: Inna Achlow, Naomi Zeichner, Hila Kneller
  • System and method for detecting and fixing robotic process automation failures
    Patent number: 11504852
    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 15, 2020
    Date of Patent: November 22, 2022
    Assignee: NICE LTD
    Inventors: David Geffen, Lior Epstein, Gal Tesler
  • System and method for detecting fraud rings
    Patent number: 11508377
    Abstract: A system and method may identify a fraud ring based on call or interaction data by analyzing by a computer processor interaction data including audio recordings to identify clusters of interactions which are suspected of involving fraud each cluster including the same speaker; analyzing by the computer processor the clusters, in combination with metadata associated with the interaction data, to identify fraud rings, each fraud ring describing a plurality of different speakers, each fraud ring defined by a set of speakers and a set of metadata corresponding to interactions including that speaker; and for each fraud ring, creating a relevance value defining the relative relevance of the fraud ring.
    Type: Grant
    Filed: May 14, 2020
    Date of Patent: November 22, 2022
    Assignee: NICE LTD.
    Inventors: Matan Keret, Anat Malin, Natan Katz, Shunit Metz, Sigal Lev, Jeremy Hoyland
  • Click to document
    Patent number: 11507728
    Abstract: 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.
    Type: Grant
    Filed: January 28, 2021
    Date of Patent: November 22, 2022
    Assignee: NICE LTD.
    Inventors: Yuval Shachaf, Yaron Bialy, Natan Katz, Eran Roseberg
  • SYSTEM AND METHOD FOR COMBINING PHONETIC AND AUTOMATIC SPEECH RECOGNITION SEARCH
    Publication number: 20220366891
    Abstract: A text search query including one or more words may be received. An ASR index created for an audio recording may be searched over using the query to produce ASR search results including words, each word associated with a confidence score. For each of the words in the ASR search results associated with a confidence score below a threshold (and in some cases having one or more preceding words in the ASR index and one or more subsequent words in the ASR index), a phonetic representation of the audio recording may be searched for the word having the confidence score below the threshold, where it occurs in the audio recording, possibly after the one or more preceding words and in the audio recording before the one or more subsequent words, to produce phonetic search results. Search results may be returned include ASR and phonetic results.
    Type: Application
    Filed: July 28, 2022
    Publication date: November 17, 2022
    Applicant: Nice Ltd.
    Inventors: William Mark FINLAY, Robert William MORRIS, Peter S. CARDILLO, Maria KUNIN
  • SYSTEM AND METHOD FOR COMBINING PHONETIC AND AUTOMATIC SPEECH RECOGNITION SEARCH
    Publication number: 20220366892
    Abstract: A text search query including one or more words may be received. An ASR index created for an audio recording may be searched over using the query to produce ASR search results including words, each word associated with a confidence score. For each of the words in the ASR search results associated with a confidence score below a threshold (and in some cases having one or more preceding words in the ASR index and one or more subsequent words in the ASR index), a phonetic representation of the audio recording may be searched for the word having the confidence score below the threshold, where it occurs in the audio recording, possibly after the one or more preceding words and in the audio recording before the one or more subsequent words, to produce phonetic search results. Search results may be returned include ASR and phonetic results.
    Type: Application
    Filed: July 28, 2022
    Publication date: November 17, 2022
    Applicant: Nice Ltd.
    Inventors: William Mark FINLAY, Robert William MORRIS, Peter S. CARDILLO, Maria KUNIN
  • Method and system for fraud clustering by content and biometrics analysis
    Patent number: 11503158
    Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (ii) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa; (iii) retrieving from the ranked clusters, a list of fraudsters; and (iv) transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.
    Type: Grant
    Filed: December 30, 2021
    Date of Patent: November 15, 2022
    Assignee: NICE LTD.
    Inventors: Roman Frenkel, Matan Keret, Roman Shternharts, Itay Kalman Harel, Galya Julya Bar, Yaara Bar, Michal Daisey Momika
  • SYSTEM AND METHOD FOR FINDING EFFECTIVENESS OF GAMIFICATION FOR IMPROVING PERFORMANCE OF A CONTACT CENTERFIELD OF THE INVENTION
    Publication number: 20220351229
    Abstract: A computer based system and method for measuring effectiveness of a gamification challenge may include: presenting the gamification challenge on a display to an agent; measuring agent engagement with the gamification challenge over time to calculate agent engagement indices over time; measuring agent performance over time to calculate agent performance indices over time; and calculating a correlation between the agent engagement indices and the agent performance indices to obtain the gamification effectiveness.
    Type: Application
    Filed: April 29, 2021
    Publication date: November 3, 2022
    Applicant: Nice Ltd.
    Inventors: Aniket Pal, Manish Agrawal, Aniruddha Phadnis
  • Systems and methods for analyzing computer input to provide next action
    Patent number: 11481420
    Abstract: A system and method may analyze computer actions on a computer desktop system. Using a data gathering process, a low-level user action information item, describing input by a user (e.g. to the computer desktop system), may be received or gathered. The low-level user action information item may include an input type description and screen window information. Based on a series of low-level user action information items, a process a computer is engaging in with the user may be estimated or determined. The best or most appropriate next low-level user action may be displayed or suggested to the user, e.g. on a computer desktop system to a user.
    Type: Grant
    Filed: August 8, 2019
    Date of Patent: October 25, 2022
    Assignee: NICE LTD.
    Inventors: Ariel Smutko, Aviv Yehezkel
  • SYSTEMS AND METHODS FOR ANALYZING AND CONNECTING AUTOMATION SEQUENCES
    Publication number: 20220318713
    Abstract: 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.
    Type: Application
    Filed: April 6, 2021
    Publication date: October 6, 2022
    Applicant: Nice Ltd.
    Inventors: Yaron Moshe BIALY, Yuval SHACHAF, Eran ROSEBERG
  • TRANSACTION TRACKING AND DISPLAY
    Publication number: 20220301078
    Abstract: A transaction tracking system includes a display that permits viewing the relationship between related transactions. In the display, individual transactions are depicted as transaction icons sorted in time order horizontal rows according to order ID.
    Type: Application
    Filed: February 28, 2022
    Publication date: September 22, 2022
    Applicant: Nice Ltd.
    Inventors: Yoram POMER, Sivan Landau, Itai Veltzman
  • Customer journey management
    Patent number: 11451668
    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: April 30, 2021
    Date of Patent: September 20, 2022
    Assignee: Nice Ltd.
    Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham