Nice had 13 patents in future of work during Q4 2023. Nice Ltd has filed patents for computerized methods aimed at increasing agent productivity in contact centers, redirecting inbound voice interactions to digital channels, identifying processes for automation, allocating multi-functional resources, and implementing personality-based routing for digital contacts. These methods involve modules for generating agent productivity scores, determining digital medium transition quotients, calculating transition probabilities for automation candidates, transforming allocation matrices, and prioritizing agents based on personality profiles for efficient routing. GlobalData’s report on Nice gives a 360-degreee view of the company including its patenting strategy. Buy the report here.
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Nice grant share with future of work as a theme is 61% in Q4 2023. Grant share is based on the ratio of number of grants to total number of patents.
Recent Patents
Application: System and method for increasing productivity of agents in a contact center by improving an automatic-scheduling generation in a workforce management (WFM) application (Patent ID: US20230394388A1)
The patent filed by Nice Ltd. describes a computerized method for enhancing agent productivity in a contact center by improving the automatic scheduling generation in a Workforce Management (WFM) application. This method involves an Agent Productivity Score Generator (APSG) module that calculates an Agent Productivity Score (APS) for each agent based on historical data and attributes weights to different metrics. The shift with the highest APS is selected and added to a list of maximum shifts, which is then used to generate an automatic shift schedule in the WFM application.
The system also includes the ability to incorporate forecast and staffing plans, agent skills, and preferences as input parameters. The historical data used for calculating the APS includes various metrics such as adherence level, quality score, Average Handle Time (AHT), agent sentiment score, and more. Additionally, the APSG module can generate reports showing trends in agents' metrics against past shift schedules for coaching purposes. Overall, this computerized system aims to optimize agent scheduling in contact centers to improve productivity and efficiency.
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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.
