Nice had three patents in big data during Q1 2024. Nice Ltd’s patents filed in Q1 2024 focus on systems and methods for monitoring the quality of interactions by receiving quality metrics, determining current quality values, calculating deviations, weighting quality targets, and selecting interactions for review. The computerized system and method analyze data from remotely connected computer systems used by agents to assess critical factors impacting output and efficiency, collect data streams, calculate effectiveness scores, and transmit them to potential data utilizers and target applications for presentation via a user interface. 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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Nice grant share with big data as a theme is 33% in Q1 2024. Grant share is based on the ratio of number of grants to total number of patents.
Recent Patents
Application: System and method for quality planning data evaluation using target kpis (Patent ID: US20240046191A1)
The patent filed by Nice Ltd. describes systems and methods for monitoring the quality of interactions by receiving quality metrics, determining current quality values, calculating deviations from desired values, weighting quality targets based on deviations, and selecting interactions for review based on metric deviations and weighted targets. The method involves automatically reviewing interactions using speech to text and text analysis engines to identify quality issues, with quality metrics including average handling time, hold time, response time, inactivity time, and agent sentiment, while quality targets relate to interaction direction and type such as incoming/outgoing calls, digital chats, SMS texts, and emails. The system includes processors and memory to implement the method, with additional features like speech to text and text analysis engines for automatic review, quality metrics received at a frequency corresponding to interactions, and the ability to generate a ranked list of interactions for review.
The patent also covers a method for continuously monitoring key performance indicator (KPI) targets across various communications by evaluating metrics, calculating current values and deviations, weighting KPI targets, and selecting communications for further evaluation based on metrics and weighted targets. This method involves automatically evaluating communications using speech to text and text analysis engines to identify issues, with communications including calls, digital chats, SMS texts, and emails, and determined communications presented in a ranked list. The system for monitoring interactions includes processors and memory to implement the method, with features like speech to text and text analysis engines for automatic review, quality metrics related to handling time, hold time, response time, inactivity time, and agent sentiment, and the ability to receive metrics at a frequency corresponding to communications and generate a ranked list of interactions for review.
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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.
