Patents by Inventor Ifat SHWARTZ

Ifat SHWARTZ 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).

  • Artificial-intelligence powered skill management systems and methods
    Patent number: 11272056
    Abstract: Methods for routing customers to an agent include receiving a customer communication; representing the customer communication as an array of one or more agent skills desired to handle the customer communication in one hot coding format or as a vector with an induced metric using an embedding algorithm; routing the represented customer communication to an agent having the one or more agent skills; measuring performance of the agent in relation to the one or more agent skills during or after the customer communication; updating, in real-time, one or more performance scores of the agent in a skill profile, wherein the one or more performance scores are related to the one or more agent skills; and routing subsequent customer communications based on the updated one or more performance scores.
    Type: Grant
    Filed: May 1, 2020
    Date of Patent: March 8, 2022
    Assignee: NICE LTD.
    Inventors: Ifat Shwartz, Tal Raskin, Michael Segal, Natan Katz
  • ARTIFICIAL-INTELLIGENCE POWERED SKILL MANAGEMENT SYSTEMS AND METHODS
    Publication number: 20210344800
    Abstract: Methods for routing customers to an agent include receiving a customer communication; representing the customer communication as an array of one or more agent skills desired to handle the customer communication in one hot coding format or as a vector with an induced metric using an embedding algorithm; routing the represented customer communication to an agent having the one or more agent skills; measuring performance of the agent in relation to the one or more agent skills during or after the customer communication; updating, in real-time, one or more performance scores of the agent in a skill profile, wherein the one or more performance scores are related to the one or more agent skills; and routing subsequent customer communications based on the updated one or more performance scores.
    Type: Application
    Filed: May 1, 2020
    Publication date: November 4, 2021
    Inventors: Ifat SHWARTZ, Tal RASKIN, Michael SEGAL, Natan KATZ