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:
Jun. 30, 2026
Filed:
Oct. 29, 2023
Nice Ltd., Ra'anana, IL;
Vikiran Sutar, Pune, IN;
Shubham Dwivedi, Indore, IN;
Omkar Joglekar, Pune, IN;
Aseem Gupta, Pune, IN;
NICE, LTD., Ra'anana, IL;
Abstract
A computer-implemented method for providing an identical response to a similar issue that is received from different customers. The computer-implemented method includes when a contact-center occupancy-rate is above a first-preconfigured-threshold, for each inbound-interaction from a customer that is entering an interactions-queue: (i) creating a temporary-case for an issue raised in the inbound-interaction; (ii) operating a Similarity Detection Module on the created temporary-case and cases in a cases-queue to receive a similarity-score for the created temporary-case; (iii) when the received similarity-score is above a second-preconfigured-threshold, operating a category Qualifier Module on the temporary-case to provide an indication as to qualification of a category of the issue raised; (iv) when the provided indication as to qualification of the category of the issued raised is qualified, merging the temporary-case with cases in the cases-queue and retrieving a response of the cases in the cases-queue; and (v) sending the retrieved response to the customer.