US 11,790,380 B2
Systems and methods for finding an interaction subset within a set of interactions
Yuval Shachaf, Netanya (IL); Gennadi Lembersky, Nesher (IL); and Roy Klein, Rishon Lezion (IL)
Assigned to Nice Ltd., Ra'anana (IL)
Filed by Nice Ltd., Ra'anana (IL)
Filed on Nov. 10, 2022, as Appl. No. 17/984,665.
Application 17/984,665 is a continuation of application No. 17/541,856, filed on Dec. 3, 2021, granted, now 11,551,243.
Application 17/541,856 is a continuation of application No. 16/106,075, filed on Aug. 21, 2018, granted, now 11,232,463, issued on Jan. 25, 2022.
Prior Publication US 2023/0177533 A1, Jun. 8, 2023
Int. Cl. G06Q 30/0201 (2023.01); H04M 3/51 (2006.01); G06Q 10/0637 (2023.01); G06Q 30/016 (2023.01); G06Q 10/0635 (2023.01); H04M 3/523 (2006.01)
CPC G06Q 30/0201 (2013.01) [G06Q 10/0635 (2013.01); G06Q 10/0637 (2013.01); G06Q 30/016 (2013.01); H04M 3/5166 (2013.01); H04M 3/5183 (2013.01); H04M 3/523 (2013.01); H04M 2203/551 (2013.01)] 21 Claims
OG exemplary drawing
 
1. A method for analyzing a plurality of interaction series, each interaction series associated with a rating and comprising a series of interactions between a user device and a contact center, each interaction comprising a pair, the pair comprising an interaction channel and an interaction reason, the method comprising:
a) selecting, by a processor, an interaction channel and interaction reason pair as an interaction subset within the series of interactions; wherein an interaction channel comprises a channel of communication, and an interaction reason represents a reason for the interaction between a given user device and the contact center;
b) setting, by the processor, a working set of interaction series equal to the plurality of interaction series, and setting a rating threshold equal to an initial rating threshold;
c) for the interaction subset, determining, by the processor, interacting with a job server, if there is a set of interaction series among the working set of interaction series meeting a set of predefined conditions such that each interaction series in the set of interaction series comprises the interaction subset, an average rating of the interaction series in the set of interaction series is equal to or above the rating threshold, and the set of interaction series includes at least a threshold number of interaction series;
d) if a set of interaction series meets the conditions, then:
(i) adding an additional interaction channel and interaction reason pair to the interaction subset as the last interaction channel and interaction reason pair in the interaction subset;
(ii) setting, by the processor, the working set of interaction series to be the set of interaction series;
(iii) calculating, by the processor, a revised threshold for the rating threshold; and
(iv) repeating, by the processor, operations (i)-(iii) for at least a second additional interaction channel and interaction reason pair, until a predefined threshold is reached; and
e) generating an alert based on a daily monitoring of the interaction series triggering a threshold; and
f) automatically sending, by the processor, the alert to an analyst when a set of interaction series indicates a predefined behavior with respect to a given Key Performance Indicator (KPI).