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:
Aug. 22, 2024
Nice Ltd., Ra'anana, IL;
Sudarshan Kannan, Pune, IN;
Salil Dhawan, Pune, IN;
Ronak Kharadkar, Pune, IN;
Pramod Giri, Pune, IN;
NICE LTD., Ra'anana, IL;
Abstract
A computerized-method for identifying and addressing a real-time conversational conflict in a contact center. The computerized-method includes: (i) monitoring by one or more processors an interaction between an agent and a customer; (ii) continuously updating a conflict-score during the interaction when a conversational-cut is detected, by operating by the one or more processors a conflict-detector module. The conversational-cut is a point in the interaction that the agent speech is interrupted by the customer and the agent stops speaking, and (iii) addressing the real-time conversational conflict when the updated conflict-score is above a preconfigured conflict-threshold by routing the interaction to a queue of Subject Matter Experts (SME)s of an Automatic Calls Distributor (ACD) application.