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:
May. 11, 2021
Filed:
Feb. 10, 2019
Nice Ltd., Ra'anana, IL;
Hila Weisman, Tel Aviv, IL;
Raanan Gonen, Beer Tuvia, IL;
Rana Daoud, Nahariya, IL;
Hila Kneller, Zufim, IL;
NICE LTD., Ra'anana, IL;
Abstract
A system and method for generating an agent behavioral analytics including transcribing an incoming call to produce a call transcription; and using a trained convolutional neural network (CNN) to produce behavioral labels for the agent in the incoming call for behavioral metrics, based on the call transcription. The CNN may include an embedding layer to convert words in the call transcription into vectors in a word embedding space; a convolution layer to perform a plurality of convolutions on the vectors and to generate vectors of features; a pooling layer to concatenate the vectors of features to a single vector by taking a maximum of each feature generated by the convolution layer; and a classification layer to produce grades of the agent in the incoming call for the set of attributes or behavioral metrics, based on the single vector generated by the pooling layer.