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:
Nov. 14, 2023
Filed:
Jul. 06, 2018
Nice Ltd., Ra'anana, IL;
Nice Ltd., Ra'anana, IL;
Abstract
A system and method for calculating a journey excellence score (JES) for a customer journey in a contact center, including, during a training phase: representing each of a plurality of tagged customer journeys by a list of attributes and a value associated with each of the attributes, wherein each of the tagged customer journeys is tagged with respect to a dissatisfaction indicator, and training a model using the plurality of tagged customer journeys, based on the associated values and tags, to generate model weights; and at runtime: obtaining the customer journey; representing the customer journey by the list of attributes and a value associated to each of the attributes; and calculating the JES for the customer journey by applying the model weights to the associated values.