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:
Dec. 24, 2024
Filed:
Jul. 13, 2022
Applicant:
Nice Ltd, Ra'anana, IL;
Inventors:
Shay Diner, Holon, IL;
Gennadi Lembersky, Haifa, IL;
Animesh Udawat, Ajmer, IN;
Sourav Rath, Pune, IN;
Mahesh Bairagi, Pune, IN;
Amol Anwade, Pune, IN;
Assignee:
NICE LTD., Ra'anana, IL;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
G06Q 10/00 (2023.01); G06Q 10/0639 (2023.01); G06Q 50/20 (2012.01);
U.S. Cl.
CPC ...
G06Q 10/06398 (2013.01); G06Q 50/205 (2013.01);
Abstract
Coaching systems and methods, and non-transitory computer readable media, include analyzing an agent's interactions to identify knowledge gaps and specific topics where an agent has difficulties. An algorithm uses bootstrap sampling to verify that an agent's scores are significantly different from other agents' scores. The algorithm further uses a mutual information score to find topics that are associated with interactions having a high knowledge gap score.