Nice Ltd

Tal Greenberg

Eran Roseberg

Simone Mimun

A computerized-method for identifying a contact-reason of a business-process that has been discovered by a desktop-analytics-tool. The computerized-method includes: (i) retrieving a random-sample of a preconfigured number of instances of a discovered-routine from the routines-datastore; (ii) for each instance in the random-sample of the preconfigured number of instances matching a related transcript-segment; (iii) identifying a contact-reason of each instance by operating a first-GEN-AI with LLM with a first-prompt-text including an embedded related transcript-segment; The first-GEN-AI with LLM has been trained to provide the contact-reason based on the transcript-segment embedded in the first-prompt-text, and (iv) identifying the contact-reason of the discovered-routine as the contact-reason of the business process by operating a second-GEN-AI with LLM with a second-prompt-text for aggregation of all the contact-reasons of all instances in the random-sample. The second-GEN-AI with LLM has been trained to provide a contact-reason based on the contact-reasons of all instances embedded in the second-prompt-text.

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Bat-Hefer, Israel

Tal Greenberg