Nice has been granted a patent for a computerized method that redirects inbound voice interactions to digital channels in contact centers. The method involves determining the suitability of a digital communication channel for issue resolution, based on customer preference, and forwarding the interaction to an agent via the chosen channel. GlobalData’s report on Nice gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on Nice, Intelligent contact centers was a key innovation area identified from patents. Nice's grant share as of May 2024 was 45%. Grant share is based on the ratio of number of grants to total number of patents.
Method for redirecting inbound voice interactions to digital channels
A recently granted patent (Publication Number: US12003670B2) outlines a computerized method for redirecting inbound-voice-interactions to digital channels in a contact center. The method involves utilizing a digital-qualifier module to determine the suitability of a digital communication channel based on a digital-medium-transition-quotient, which indicates the level of effectiveness in resolving customer issues. An interaction-redirection module then selects the appropriate digital channel for redirection based on customer preferences and the determined quotient. The inbound-voice-interaction is then forwarded to an Automatic Call Distribution (ACD) system for handling by an agent through the chosen digital channel, provided the quotient exceeds a predefined threshold.
Furthermore, the patent details additional features such as a customer-identity-mapper module for determining customer preferences, a notification module for prompting customers to select their preferred digital communication channel when no information is available, and a gamification module that rewards customers with points for redirected interactions. The system also includes a reporting function accessible through a Graphical User Interface (GUI) on a user dashboard, providing insights such as the number and percentage of voice interactions redirected to digital channels, and the skillset associated with the chosen digital communication channel. Additionally, the system tags forwarded inbound-voice-interactions in the file management system as 'redirected to digital channel' for tracking purposes. Overall, the patent showcases a comprehensive computerized system designed to enhance customer interactions in a contact center by efficiently redirecting voice interactions to digital channels based on various parameters and customer preferences.
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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.
