Nice Ltd

Nimrod Cohen

Jeffrey Stern

In some embodiments, a system and method for generating phrase based categories of interactions may include obtaining a base category, the base category including one or more phrases. A base trend for the base category may be generated based on a frequency of appearance of at least one of the one or more phrases in a set of recorded interactions; a candidate phrase may be obtained and a candidate trend may be generated for the candidate phrase based on a frequency of appearance of the candidate phrase in the set of recorded interactions; a correlation level may be determined by relating the candidate trend to the base trend; and, if the correlation level is greater than a threshold level then the candidate phrase may be included the in the base category.

System and method for generating phrase based categories of interactions

A system and method for investigating an issue may include defining a set of phrase categories; associating each of a set of recorded interactions with at least one phrase category; receiving a selection of a first time interval and a second time interval; selecting a reference phrase category; calculating, for at least some of the phrase categories in the set of phrase categories a correlation differential based on a trend of the phrase category and a trend of the reference phrase category and, if a correlation differential of a category is larger than a threshold then including the category in the reference category.

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Raanana, Israel

Nimrod Cohen