The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 23, 2021
Filed:
Sep. 09, 2019
Nice Ltd., Ra'anana, IL;
Hila Kneller, Zufim, IL;
Gennadi Lembersky, Haifa, IL;
NICE LTD., Ra'anana, IL;
Abstract
Systems and methods of mapping a customer journey in an interactive voice response (IVR) system to a contact reason from a contact reasons list: receive an IVR log comprising a plurality of customer journey entries, wherein each customer journey entry comprises a sequence of one or more menu identifiers; generate an embedding vector for each menu identifier; filter one or more menu identifiers from a menu identifier list, wherein the menu identifier list comprises all menu identifiers contained in the IVR log; cluster one or more remaining menu identifiers from the menu identifier list into one or more clusters, based on the embedding vector of each menu identifier; map each cluster to a contact reason; and create a rule that categorizes a newly received IVR sequence based on a cooccurrence of at least one menu identifier in the newly received IVR sequence and in a given cluster.