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:
Oct. 10, 2017
Filed:
Sep. 29, 2016
Applicant:
Nice-systems Ltd, Ra'anana, IL;
Inventors:
Assignee:
NICE-SYSTEMS LTD, Ra'anana, IL;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04M 3/42 (2006.01); H04M 3/51 (2006.01); G06F 17/27 (2006.01); G06F 3/0481 (2013.01);
U.S. Cl.
CPC ...
H04M 3/5175 (2013.01); G06F 3/0481 (2013.01); G06F 17/2765 (2013.01); G06F 17/2785 (2013.01); G06F 17/2795 (2013.01); H04M 3/5191 (2013.01);
Abstract
A system and method for analysis of interactions with a customer service center, comprising receiving a plurality of customer service interactions, receiving a word cloud computed for the plurality of customer service interactions, consolidating similar or synonymous words into word sets, constructing a weighted graph of the word sets, generating a query for the interaction topic based on a corresponding subset of word sets, selecting at least one representative interaction from the retrieved customer service interactions, and displaying at least a portion of the representative interaction for the selected identified topic.